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Measuring Library Services

Measuring Library Services. Martha Kyrillidou Director, ARL Statistics and Measurement Program. Initiative to Recruit a Diverse Workforce Leadership Symposium San Antonio, TX January 21, 2006. Today is Tomorrow

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Measuring Library Services

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  1. Measuring Library Services Martha Kyrillidou Director, ARL Statistics and Measurement Program Initiative to Recruit a Diverse Workforce Leadership Symposium San Antonio, TX January 21, 2006 www.arl.org

  2. Today is Tomorrow - Peter Melinchok expressing dismay at his parents’ distorted sense of time www.arl.org

  3. Bangor University considers removing librarians posted by Blake on Thursday January 27, @07:30AM -753 hits   Ms Information writes "News from the University of Wales Bangor in the UK. senior management no longer feel that subject librarians / academic liaison librarians are needed in the modern academic library. They have made restructuring proposals which include removing all bar one of the subject librarians and a tier of the library management, including the Head of Bibliographic Services. The university management thinks that technology has 'deskilled' literature searching. As far as I know, this proposal is unprecedented in the United Kingdom.In essence, there will remain 4 professional librarians serving a 'research-led' university of 8,000 plus FTEs and with 8 library sites. These will be the university librarian, cataloguing librarian, acquisitions librarian and Law librarian.Has anything like this happened anywhere that you know of? If so, what have been the effects? www.arl.org

  4. www.arl.org

  5. Total Circulation Note. M. Kyrillidou and M. Young. (2003). ARL Statistics 2002-03. Washington, D.C.: ARL, p.8. www.arl.org

  6. Reference Transactions Note. M. Kyrillidou and M. Young. (2003). ARL Statistics 2002-03. Washington, D.C.: ARL, p.8. www.arl.org

  7. ARL Overall www.arl.org

  8. ARL Undergraduate www.arl.org

  9. ARL Graduate www.arl.org

  10. ARL Faculty www.arl.org

  11. Libraries Remain a Credible Resource in 21st Century 98% agree with statement, “My … library contains information from credible and known sources.” Note. Digital Library Federation and Council on Library and Information Resources. (2002). Dimensions and Use of the Scholarly Information Environment. www.arl.org

  12. Changing Behaviors Recent Survey: Only 15.7% agreed with the statement “The Internet has not changed the way I use the library.” Note. Digital Library Federation and Council on Library and Information Resources. (2002). Dimensions and Use of the Scholarly Information Environment. www.arl.org

  13. The Internet Goes to College Early data from ethnographic interviews • “I use Google because I heard it searches for more things” (than other sources). • “I believe I can find anything on the Internet. There hasn’t been anything I haven’t been able to find.” • “Because I’m lazy.” • Books have “so much information that no one can go through it all.” • I use “the Internet first is because it is more convenient.” • I go to the library “because that’s what teachers like.” • “Google has gotten me through college.” Source: Steve Jones, The Internet Goes to College, ARL Talk www.arl.org

  14. Partnership among ARLTexas A&Mhundreds of librariesthousands of users old.libqual.org www.arl.org

  15. Texas A&M Research Team • Fred Heath, University of Texas • Colleen Cook, Texas A&M • Bruce Thompson, Texas A&M • Yvonna Lincoln, Texas A&M www.arl.org

  16. Multiple Methodsof Listening to Customers • Transactional surveys* • Mystery shopping • New, declining, and lost-customer surveys • Focus group interviews • Customer advisory panels • Service reviews • Customer complaint, comment, and inquiry capture • Total market surveys* • Employee field reporting • Employee surveys • Service operating data capture *A SERVQUAL-type instrument is most suitable for these methods A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000). Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C. www.arl.org

  17. Dimensions www.arl.org

  18. 13 Libraries English LibQUAL+™ Version 4000 Respondents LibQUAL+™ Project PURPOSEDATAANALYSISPRODUCT/RESULT Emergent Describe library environment; build theory of library service quality from user perspective Test LibQUAL+™ instrument Refine theory of service quality Refine LibQUAL+™ instrument Test LibQUAL+™ instrument Refine theory 2000 Unstructured interviews at 8 ARL institutions Web-delivered survey Unstructured interviews at Health Sciences and the Smithsonian libraries E-mail to survey administrators Web-delivered survey Focus groups Content analysis: (cards & Atlas TI) Reliability/validity analyses: Cronbachs Alpha, factor analysis, SEM, descriptive statistics Content analysis Content analysis Reliability/validity analyses including Cronbachs Alpha, factor analysis, SEM, descriptive statistics Content analysis QUAL QUAN QUAL QUAL QUAN QUAL Case studies1 Valid LibQUAL+™ protocol Scalable process Enhanced understanding of user-centered views of service quality in the library environment2 Cultural perspective3 Refined survey delivery process and theory of service quality4 Refined LibQUAL+™ instrument5 Local contextual understanding of LibQUAL+™ survey responses6 Iterative Vignette Re-tooling 2004 315 Libraries English, Dutch, Swedish, German LibQUAL+™ Versions 160,000 anticipated respondents www.arl.org

  19. Session 1 surveys only www.arl.org

  20. Survey Structure – Page 2(Detail View) www.arl.org

  21. First Year participation as % of total (as of 10/19) www.arl.org

  22. Participating Libraries World LibQUAL+™ Survey www.arl.org

  23. LibQUAL+™ Resources • LibQUAL+™ Website:http://www.libqual.org • Publications:http://www.libqual.org/publications • Events and Training: http://www.libqual.org/events • Gap Theory/Radargraph Introduction: http://www.libqual.org/Information/Tools/libqualpresentation.cfm • LibQUAL+™ Procedures Manual:http://www.libqual.org/Information/Manual/index.cfm www.arl.org

  24. In Summary • LibQUAL+™ methodology focuses on success from the user’s point of view (outcomes) • Demonstrates that a Web-based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense • LibQUAL+™ requires limited local survey expertise and resources • Analysis available at local and inter-institutional levels • Many opportunities for using demographics to discern user behaviors www.arl.org

  25. Into the future … • StatsQUAL+™ • LibQUAL+™ • DigiQUAL+™ • MINES for Libraries™ • ARL Statistics www.arl.org

  26. … a revolution in making Il est plus nécessaire d'étudier les hommes que les livres —FRANÇOIS DE LA ROCHEFOUCAULD (1613–1680) www.arl.org

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