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Learn about the LibQUAL+ survey and its importance in assessing library service quality. Explore the Northwestern University experience and discover how survey results can be used for strategic planning and budget justification.
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Why Do the LibQUAL+ Survey? James Shedlock, A.M.L.S., A.H.I.P., Director Galter Health Sciences Library Feinberg School of Medicine Northwestern University
Outline • LibQUAL+ in the assessment context • Why do the survey? • Northwestern experience • Conclusion • Readings 2004 MLA Annual Meeting
LibQUAL+ in context • What is LibQUAL+: • An assessment survey • Measures user perceptions of library service quality • Identifies users’ level of expectation • Concentrates on core dimensions of library mission • Totally web based, communication via local email • Tested, proven – see the literature 2004 MLA Annual Meeting
LibQUAL+ in context, cont. • Part of total data gathering process • Include local data, other surveys • Include peer data: MLA Benchmarking effort, AAHSL Stats • All part of a culture of assessment • Reminiscent of TQM? 2004 MLA Annual Meeting
Why do the LibQUAL+ Survey? • Listen to users. “Only users can measure quality.” Valuable feedback. • Measure quality, not quantity. • Move away from sole reliance on input data. • Do peer comparison; learn from others. • Establish new benchmarks. • Provides marketing for the library. • Peer comparison – do what peers are doing. • National, international effort. 2004 MLA Annual Meeting
Why do LibQUAL+, cont. • Promotes the library. You are in the spotlight. • Use results for budget justification and other strategic issues facing the library. • Puts pressure on you to act and/or gives you justification to act. • Attracts many more users than the usual satisfaction surveys or needs assessments. 2004 MLA Annual Meeting
Northwestern experience • Participated in LibQUAL+ for three consecutive years: 2001, 2002, 2003. • Will do LibQUAL+ again in 2005. • Need user data for NU’s program review. • Year 1 established a benchmark. • Year 2 was used for peer comparison. • Year 3 was used to test whether LibQUAL+ could detect change and measure improvement. 2004 MLA Annual Meeting
Northwestern experience, cont. • 2001 ‘zone of tolerance’, all users 2004 MLA Annual Meeting
Northwestern experience, cont. • 2002 ‘zone of tolerance’ all users 2004 MLA Annual Meeting
Northwestern experience, cont. • 2003 ‘zone of tolerance’, all users 2004 MLA Annual Meeting
Conclusion • LibQUAL+ is easy to do. Effort is all in using your local email system. • Re-emphasizes library’s mission: serve the users and meet their information needs. • Cost is worth the data because the feedback is invaluable. • Survey results used in many ways: budget justification, strategic planning, work redesign, etc. 2004 MLA Annual Meeting
Readings • http://old.libqual.org/Publications/index.cfm • Shedlock, James and Linda Walton. An academic medical library using LibQUAL+: the experience of the Galter Health Sciences Library, Northwestern University. Journal of Library Administration, 2004. In Press. 2004 MLA Annual Meeting