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LibQUAL +

LibQUAL +. Surveying the Library’s Users Supervisor’s Meeting March 17, 2004. What is a library?. It’s People. Places. Services. Interactions. The culture of assessment.

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LibQUAL +

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  1. LibQUAL+ Surveying the Library’s Users Supervisor’s Meeting March 17, 2004

  2. What is a library?

  3. It’s People

  4. Places

  5. Services

  6. Interactions

  7. The culture of assessment • “Assessment efforts should not be concerned about valuing what can be measured, but instead about measuring what is valued."-A.W. Astin

  8. Choosing an assessment approach • Survey questionnaires • Focus groups • Observations • Interviews

  9. LibQUAL+ • Developed by the Association of Research Libraries & Texas A&M University and based on a business model called SERVQUAL • Identify the key elements that determine a customer’s satisfaction • Adapt service quality measures to libraries • Quantify results so that they can be compared over time and shared with other libraries

  10. LibQUAL+ • Pilot at Texas A&M • 2000-03 test the LibQUAL questionnaire at 400 academic and special libraries • Collect a pool of responses large enough to demonstrate the validity of questions • 2004 LibQUAL+ program standardizes questions and survey form

  11. LibQUAL+ Gathering user feedback • 27 questions to measure 3 factors: • The affect of service (e.g. empathy, responsiveness, assurance) • The library as a physical space • Information control (e.g. scope, timeliness, convenience, ease of use). • General demographic information for each respondent

  12. LibQUAL+ at Chicago • Some reasons to invest our time now on a user survey • Assess the effect of recent library & university changes • Learn more about user expectations • Respond to SPG & SPG focus group suggestions • Information for a new library director

  13. New Palevsky dormitory complex

  14. Science quadrangle construction

  15. Consolidated periodicals collection

  16. Compact shelving in Crerar, Law & JRL

  17. Computing clusters in libraries

  18. LibQUAL+ at Chicago • January 2004 decision to use LibQUAL+ • Form a survey team • Identify pool of participants (to sample or not to sample?) • Establish survey address and web page • Select optional questions & pretest survey • Communicate to library staff • Announce LibQUAL+ to university community

  19. LibQUAL+ at Chicago • April 12-May 3 survey period • Invite selected participants & provide them with the web survey URL • Respond to survey problems, bounced e-mail addresses, informational questions • All survey responses are managed at the LibQUAL survey center in Texas • All personal information is disaggregated from survey responses

  20. LibQUAL+ at ChicagoFollow-up • Analysis of LibQUAL+ results by LibQUAL + survey center provided in Summer • User comments • Printed reports • Data • Interactive web site with graphs & charts • July ALA follow-up meeting

  21. LibQUAL+ at ChicagoFollow-up • Chicago activities • Study reports and draw some preliminary conclusions • Work with Library’s Assessment Group to communicate work to staff & user community • Determine further local analysis needs

  22. In Summary • Survey user expectations about the library with the LibQUAL+ standard survey • Conduct survey Spring Quarter 2004 • Assess, analyze and, communicate results • Integrate LibQUAL+ information with other library assessment work

  23. For more information • LibQUAL + at Chicago web site www.lib.uchicago.edu/staffweb/groups/libqual/ • Contact the survey group survey @lib.uchicago.edu • Survey team • David Larsen • Sheri Lewis • Rebecca Starkey • Andrea Twiss-Brooks • Kathleen Zar

  24. Thanks • Photographs Beverly Sperring & Barbara Kern • Design and technical adviceDiana Cole

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