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Learn how the AUM Library utilized LibQual+™ survey data to identify areas for improvement and make changes to enhance user satisfaction and access to library services.
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Using LibQual+™ Data to Direct Change and Access Success : The AUM Approach
Assessing the Future • In 2003, the Library realized that we were five years away from our reaffirmation process with the Southern Association. • We believed that to have a successful review, we needed baseline data which measured our users’ satisfactions with library services.
To gather the data we needed, the library staff researched and recommended that LibQual+™ be used. • The survey format was convenient to administer. • It would allow distinction amongst users. • Most importantly, it would give us firm data on what our users felt about the library and its services.
The Library launched its survey in March 31st, 2004. The survey lasted one month. • In order to increase participation, we offered participants who registered a chance at random drawings for a $25 and $50 gift certificate from the University bookstore, and a chance at winning a Palm Pilot, provided by the Friends of the AUM Library.
Survey Distribution • In order to provide convenient access, we posted a link to the LibQual+™ survey on the Library homepage. This provided students with access 24 / 7. • We also distributed printed copies around the Library as we do have some students who are technophobes.
Response Rate • We received 251 responses from a university 5,412 for a response rate of 4.6%. • We also received 73 written comments on Library services and the physical environment. • Of the 73, 61 were classifiable as Good (40), Bad (1) , or Needs Improvement 20).
Improvement Suggestions • Of the 20 comments classified as “Needing Improvement,” five comments related to the physical facilities of the Library, five related to equipment needs, six related to services, and four related to staffing. • Specific comments were made requesting Group Study rooms and more comfortable seating.
First Steps: Analyzing Responses • Our first step was to analyze the “Need Improvement Responses.” We utilized the broad categories of Physical Facilities, Equipment, Services, and Staffing issues. • In terms of the physical facilities, the complaints centered around the unappealing nature of the furnishings and the lack of group study rooms.
We next looked at equipment concerns. These focused upon complaints about the copy machines and the lack of CD-ROM access on the Computers in the Library. • When we examined services complaints, they centered around having online access to services we already provided, such as online Interlibrary Loan request forms and being able to renew books online.
The final concern expressed related to interactions among our student assistants and library patrons.
Next Steps • Once the results were categorized, we focused upon those elements we could fix rapidly. • First, we revised our orientation program for students at Circulation to emphasize customer service. • Second, we replaced the existing copy machines with newer, digital models.
Next Steps, Cont. • We then upgraded our purchasing plan for computer replacements to include more memory, and CDRW capabilities. • Recognizing that a number of our service complaints dealt with services we were already providing, we revised our publicity campaign to focus upon those services.
Services Improvement • To answer the most frequent comments in the LibQual+™ response, we included on the library webpage information on how to renew a book on-line.
Services Improvement Cont. • We then moved to improve access to Interlibrary Loan services on-line. To do this, we purchased the Endeavor Interlibrary Loan module from Endeavor and integrated the forms into our web page and OPAC.
Services Improvement, Cont. • We added a site on the library web page for “Interlibrary Loan Requests” that would direct patrons to the request forms, while informing them of the library policies.
Improving Services, Cont. • We next added a link on the library web-site to the Interlibrary Loan Request forms.
Space – The Final Frontier • Without a doubt, refurbishing the physical space was the biggest challenge the library faced. • The library is located in a ten story tower, built in 1984 and neither designed nor built for the computer age. • The structure of the building provided limited space to include group study rooms.
Space • Beyond the issues of space were the questions of how to improve seating AND provide for a comfortable area in which students could study. • Working with my Administrative Associate, we began by having all of the chairs in the library portion of the Tower re-upholstered.
Space • The re-upholstery project began in fall semester of 2003 and continued until fall of 2004 before it was completed. Chairs were sent out in thirds to be re-upholstered and returned. • While this created a generally more comfortable setting on the floors, we were still concerned about student comfort.
Space • In looking at the survey responses, one comment resonated with us. The student requested more comfortable seating arrangements and ambiance, i.e, like Barnes and Nobles, with a possible coffee house. • My Administrative Associate, Janice Warren, undertook the project to improve the physical arrangements.
Space • Discussing the concept with the Library department heads, there was a consensus that efforts should be made to include a coffee bar within the project. • Janice and I discussed the budget available and settled on $25,000 for the upgrade for seating for the first floor area. We decided on limiting the project initially to the first floor because if we included a coffee bar, it would need to go on that floor.
Space • Janice contacted Alabama Business Furnishings to come out and provide us information on new seating. • I made a wise decision by allowing Janice and the librarians to make the aesthetic decisions on fabric, etc. • The process was started in April of 2004, with a goal of being completed by the start of fall semester.
Space • The following photos show the original seating and user space on the first floor of the library.
Space • Following our refurbishment, the first floor, including the coffee bar, looks like this.
The Coffee Bar • Because of University policies and State Health Regulations, we were limited in the type of facility we could put in place. • We could not afford a full-service coffee bar with refreshments, though many of our users indicated this was the type of establishment they would prefer.
Coffee Bar • As a result, we had constructed the cart in the following photo and contracted with Royal Cup to provide a variety of coffees and teas.
Space • Finally, as part of the refurbishment project, we converted former office / storage space on the 5th floor of the Tower to a group study room.
Next Steps • Though held up slightly by delays in the shipping of the new furniture, the first floor upgrades were completed by September of 2004.
The Focus Group • Our next step was to try to delve deeper into the scores that we had received on the 2003 LibQual+™ survey and the user comments. To this end, we contracted with a former faculty member to conduct focus group sessions on campus. • Focus groups featuring undergraduates and graduate students were held October 28th and November 10th, 2004. A total of 29 students participated.
Focus Group • Six recommendations came out of the Focus Group sessions. • First, it was recommended that the library actively participate in new student orientation programs. While we had attempted to do so in the past, these recommendations gave us ammunition to argue with the organizers in Student Services that library participation was important.
Focus Group • The students also recommended that the library work closely with the departments on campus to ensure that current materials were being ordered for the collection. We have moved to provide the faculty with cut-off dates by which to submit book requests. Following the cut-off dates, librarians assume responsibility for ordering and updating the collections.
Focus Group • It was recommended that the library become more aggressive in communicating the availability of services.To address this, the library has developed new brochures and pamphlets which are distributed at the circulation desk and which emphasize the different services. Efforts to include information on the website were increased as well.
Focus Group • It was recommended that the library improve signage to guide the users to the appropriate floor within the tower to find materials.The library developed listings of the holdings on each floor and posted them in the elevators.
Focus Group • Layout and design. Students requested additional group study space be added and a re-design to “improve the overall atmosphere throughout the library.”To accomplish this, we located additional space on the 6th floor which we converted to a group study room, and comfortable seating similar to those on the first floor, including couches, were ordered.
Focus Group • Finally, the students recommended that computers, copy machines, and emergency phones or manned stations be added on each floor.As computers and emergency phones already existed on the floors, this did not become a high priority.
LibQual+™ 2006: Measuring Success • Our initial plans in 2003 were to cycle participation in the LibQual+™ survey to every three years. We felt that this would give us enough time to analyze the data, to make changes, and to have the changes take effect and allow the users to grow accustomed to the changes.
Measuring Success • The re-design of the LibQual+™ survey altered the dimension descriptors of the survey. In 2003, four categories were considered: Access to Information; Affect of Service; Library as Place, and Personal Control. • In 2006, these dimensions became Affect of Service; Information Control, and Library as Place.
