LibQUAL 2005 at London South Bank

1. LibQUAL 2005 at London South Bank

2. Peter Godwin London South Bank University 2 February 2006

3. LibQUAL 2005… • SCONUL experience issues • London South Bank & LibQUAL • LSBU experience

4. SCONUL experience : issues • Obtaining e-mail addresses problematic • Demographic data problems • The smaller the sample the smaller the result • Sampling was hard, and blanket e-mail increased response markedly • Desirability of separating full and part time student responses

5. SCONUL experience : issues • May need to have results and radar charts for particular sites • UK libraries are used to more summaries and a commentary on results • Difficulty of aligning our subjects with standard ARL disciplines • Some concerns about US bias and exact wording of content and language

6. SCONUL experience : lessons • LibQUAL is easy to administer and support is good • LibQUAL instrument has more respectability than home-grown surveys • Most places were not too surprised at their results, but detailed questions gave far more data • People adjust their expectations according to the environment • Users don’t care what we wear

7. SCONUL experience : lessons • Users’ desire for journals, books and learning materials is insatiable • The things we care most about are not necessarily what they care most about • Comparative data in UK available for the first time • At least half participants have said they will use LibQUAL again

8. SCONUL experience : lessons • The results for SCONUL cohort 2004 were more critical than 2003 due to • Different participants? • Increasing expectations as students have to pay more themselves

9. London South Bank and LibQUAL London South Bank University • 2003 = 276 • 2004 = 568 • 2005 = 766

11. London South Bank University • Central London new University • 16,388 staff and students • Founded in 1892 as Borough Polytechnic, • Joined 4 other colleges to become South Bank Polytechnic in 1970 • Became South Bank University in 1992 and London South Bank University in 2003

12. London South Bank University • 42% male, 52% female • 62% are 25 and over • 47.5% are part-time • 74.5% undergraduate, 22% postgraduate • By country of origin 41% are from overseas • 40% are white and 60% ethnic minorities

14. London South Bank University • 17% Arts and Human Sciences • 32% Health and Social Care • 21.5% Engineering, Science and Built Environment • 24% Business, Computing and Information Management

16. LSBU experience • E-mail option problematic but has improved this year • Participation has increased each year. No survey fatigue! • A good incentive is essential • Promotion of the survey around the buildings is productive • Surprising number fill in a printed version

17. LSBU experience • 2003 was a pilot and detailed results had to be treated with caution • 2004 was valid and showed some improvements in satisfaction • 2005 showed marked improvement, with all positive undergraduate adequacy mean scores

19. LSBU 2003 experience After 2003 survey we : • redecorated the main library • installed new book shelves • put in a new Library Management System

20. LSBU 2004 experience After the 2004 survey we • redesigned our Web site • made off-campus access easier • used “floorwalkers” at crucial times of the year to answer queries and help students navigate the building • improved guiding and maps • prioritised shelf tidying using special team of shelvers with mandatory shelf tidying each week for all staff • prioritised purchase of core above optional items on reading lists

21. Some findings from 2005 • Daily usage of our Library Web site continues to lag behind SCONUL • Adequacy means for LSBU IC-3, IC-4 , IC-4 and IC-8 are consistently above SCONUL • LSBU Library as Place adequacy means are all above SCONUL • Concern over availability of subject help: PGs particularly critical • LSBU student survey question on library satisfaction mirrors improvement shown by LibQUAL

22. LSBU 2005 experience After 2005 survey we have : • Revised our Web site to make it easier to navigate • Marketed our services to PG students inc. special guide and fliers • Built on success of 2004 with book supply by pushing harder for supply of reading lists from key areas • Building on 2004 experience with staff available on top floor at start of Semester 1 to help students navigate the building • Piloted a new help desk on journal floor at peak times in

23. LSBU experience • Surveys are dynamic processes and views do change • The instrument is comprehensive but is long and off-putting to fill in • Provides excellent information on user satisfaction but needs to be supplemented by our own snap surveys on particular issues e.g.last year use of our LIS Web Site LIS@ • Comments in the box are very valuable and supplement the statistical information • Focus Groups can follow up areas of concern

24. “Generally, staff are helpful but some are very hostile indeed” (PG Social Science female student 23-30) “Compared with other University libraries it is a fine place to find information to learn and work” (UG Social Science male student 18-22) Comments

25. “Better work in here than 2 years back. Keep up the good work” (UG Business Male student 23-30) “It is improving but some staff is still very rood especially gards” (UG ArtsMan/Media/ English female student 23-30) Comments

26. What did I learn in Chicago? • Libraries both sides of the Atlantic share many of the same problems and can learn from one another • LibQUAL is an instrument which can be used internationally

27. What have I learned? “Only customers judge quality ; all other judgements are essentially irrelevant” (Zeithaml,V.A. Parasuman, A., Berry.L.L. “Delivering quality”)