SCONUL LibQUAL+ Implementation in UK: Results and Lessons Learned

1. Background on the U.K. / SCONUL LibQUAL+ implementation Stephen Town, Cranfield University

2. Objectives • To give an overview of U.K. / SCONUL LibQUAL+ participation • To present the overall results of the SCONUL Cohort • To describe the feedback from participants and the lessons learnt

3. UK HE Libraries survey methods • General Satisfaction • Exit questionnaires • SCONUL Satisfaction Survey • Designed Surveys • Satisfaction vs Importance 1989- • Priority Surveys 1993- • Outcome measurement • ACPI project 2003- • National Student Survey (1 Question)

4. Survey methods used in the UK West, 2004 A Survey of Surveys

5. 1. SCONUL LibQUAL+ Participation

6. The UK approach • Coordinated on behalf of the Society of College, National & University Libraries (SCONUL) Advisory Committee on Performance Improvement (ACPI) • 2003 - 20 UK Higher Education (HE) institutions • 2004 -17 UK & Irish HE institutions • 2005 - 16 UK & Irish HE institutions • 2006 – 20 UK & Irish HE institutions • 54 different institutions

7. University of Bath Cranfield University Royal Holloway & Bedford New College University of Lancaster University of Wales, Swansea University of Edinburgh University of Glasgow University of Liverpool University of London Library University of Oxford University College Northampton University of Wales College Newport University of Gloucestershire De Montfort University Leeds Metropolitan University Liverpool John Moores University Robert Gordon University South Bank University University of the West of England, Bristol University of Wolverhampton LibQUAL+ Participants 2003

8. Brunel University Loughborough University University of Strathclyde University of York Glasgow University Sheffield University Trinity College, Dublin UMIST + University of Manchester University of Liverpool Anglia Polytechnic University University of Westminster London South Bank University Napier University Queen Margaret University College University College Worcester University of East London LibQUAL+ Participants 2004

9. University of Exeter University of Edinburgh University of Dundee University of Bath University of Ulster University College Northampton University of Birmingham Roehampton University University of Glasgow University of Surrey Royal Holloway UoL City University Cranfield University University of Luton Dublin Institute of Technology London South Bank University LibQUAL+ Participants 2005

10. Cambridge University Library Cranfield University Goldsmiths College Institute of Education Institute of Technology Tallaght Queen Mary, University of London Robert Gordon University St. George's University of London University of Aberdeen University College for the Creative Arts University of Central Lancashire University of Glasgow University of Gloucestershire University of Leeds University of Leicester University of Liverpool University of the West of England University of Warwick University of Westminster London South Bank University LibQUAL+ Participants 2006

11. University of Cambridge University of Aberdeen University of Edinburgh University of Glasgow University of Liverpool University of London Library University of Oxford Sheffield University Trinity College, Dublin University of Manchester University of Birmingham University of Leeds University of Warwick CURL

12. Cranfield University Royal Holloway & Bedford New College University of Wales, Swansea Brunel University Loughborough University Goldsmith College Queen Mary, University of London University of Dundee University of Bath University of Lancaster University of York University of Exeter University of Surrey University of Leicester University of Strathclyde Pre-92 & 94 Group

13. University of Wales College Newport De Montfort University Leeds Metropolitan University Liverpool John Moores University Robert Gordon University South Bank University University of the West of England, Bristol University of Central Lancashire Anglia Polytechnic University University of Westminster Napier University Queen Margaret University College University of East London Roehampton University University of Luton Coventry University University of Wolverhampton University of Ulster CMU+

14. Former Colleges • University of Gloucestershire • University College Northampton • University College Worcester

15. Other / Specialist Institutions • Dublin Institute of Technology • Institute of Education • Institute of Technology Tallaght • St. George’s, University of London • University College for the Creative Arts

16. Overall Potential UK Sample to 2006 • Full variety of institutions • 43% of institutions* • 38% of HE students (>800,000) • 42% of Libraries • 48% of Library expenditure *Based on Universities UK membership of 126

17. Time frame • December – Registration • January – UK Training • February to May – Session I • April to June – Session I results distributed • July – Results meeting • July to December – Session II

18. Dimensions of Quality • Affect of Service • Information Control • Library as a Place

19. F. Heath, 2005

20. 2003 – 5 additional questions for all SCONUL Participants • Access to photocopying and printing facilities • Main text and readings needed • Provision for information skills training • Helpfulness in dealing with users’ IT problems • Availability of subject specialist assistance

21. 2004 – 5 local question selected from a range of over 100 Different questions tailored to local needs

22. Sample Survey

23. Sample Survey… continued

24. 2. Results from SCONUL

25. SCONUL 2003 20 institutions 11,919 respondents SCONUL 2004 16 institutions 16,611 respondents Increase by 4,692 SCONUL 2005 16 institutions 17,355 respondents Increase by 744 LibQUAL+ 2003 308 institutions 128,958 respondents LibQUAL+ 2004 202 institutions 112,551 respondents Decrease by 16,407 LibQUAL+ 2005 199 institutions 108,504 respondents Decrease by 4,047 Response Comparisons

26. SCONUL Response by Discipline 2005

27. Respondent Comparisons • Glasgow University • 2005 = 1,384 • 2004 = 2,178 • 2003 = 503 • London South Bank University • 2005 = 766 • 2004 = 568 • 2003 = 276

28. Core Questions

29. Core Questions

30. SCONUL Core Question Summary 2005

31. SCONUL Core Question Summary 2004

32. SCONUL Core Question Summary 2003

33. Overall Comparisons

34. Undergraduates

35. Core Question Summary for Undergraduates 2005

36. Core Question Summary for Undergraduates 2004

37. Core Question Summary for Undergraduates 2003

38. Postgraduates

39. Core Question Summary for Postgraduates 2005

40. Core Question Summary for Postgraduates 2004

41. Core Question Summary for Postgraduates 2003

42. Academic Staff

43. Core Question Summary for Academic Staff 2004

44. Core Question Summary for Academic Staff 2004

45. Core Questions Summary for Academic Staff 2003

46. Comparisons by Dimension

47. Affect of Service Comparisons

48. Information Control Comparisons

49. Library as Place Comparisons

50. Overall Comparisons by User Group