Background on the U.K. / SCONUL LibQUAL+ implementation

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) Working Group on Performance Improvement (WGPI) • 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 • 2007 – 22 UK & Irish HE institutions • 62 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 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. Anglia Ruskin University Cambridge University Library Coventry University Cranfield University De Montfort University London South Bank University Napier University Nottingham Trent University Royal Holloway University of London School of Oriental and African Studies Senate House Library, University of London St Andrews University University College, Cork University of Bath University of Birmingham University of Central Lancashire University of Edinburgh University of Leeds University of Limerick University of Manchester University of Surrey University of Wales Bangor LibQUAL+ Participants 2007

12. 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

13. 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

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

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

16. 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

17. Overall Potential UK Sample to 2007 • Full variety of institutions • 49% of institutions* • 53% of HE students (>850,000) • 36% of Libraries • 45% of Library expenditure *Based on Universities UK membership of 126

18. Time frame • December – Registration • January – UK Training & Results Meeting • February to May – Session I • July – UK Training & Results Meeting • July to December – Session II • January 2008 – SCONUL results available

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

20. F. Heath, 2005

21. 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

22. 2004 – 5 local question selected from a range of over 100 Different questions tailored to local needs

23. Sample Survey

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 SCONUL 2006 20 institutions 19,108 respondents Increase by 1,753 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 LibQUAL+ 2006 298 institutions 176,360 respondents Increase by 67,856 Response Comparisons

26. SCONUL Response by User Group 2006

27. SCONUL Response by Discipline 2006

28. Respondent Comparisons • Glasgow University • 2006 = 1,535 • 2005 = 1,384 • 2004 = 2,178 • 2003 = 503 • London South Bank University • 2006 = 700 • 2005 = 766 • 2004 = 568 • 2003 = 276

29. Core Questions

30. Core Questions

31. SCONUL Core Question Summary 2006

32. SCONUL Core Question Summary 2005

33. SCONUL Core Question Summary 2004

34. SCONUL Core Question Summary 2003

35. Overall Comparisons

36. Undergraduates

37. Core Question Summary for Undergraduates 2006

38. Core Question Summary for Undergraduates 2005

39. Core Question Summary for Undergraduates 2004

40. Core Question Summary for Undergraduates 2003

41. Postgraduates

42. Core Question Summary for Postgraduates 2006

43. Core Question Summary for Postgraduates 2005

44. Core Question Summary for Postgraduates 2004

45. Core Question Summary for Postgraduates 2003

46. Academic Staff

47. Core Question Summary for Academic Staff 2006

48. Core Question Summary for Academic Staff 2005

49. Core Question Summary for Academic Staff 2004

50. Core Questions Summary for Academic Staff 2003