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Enhancing Library Services: A Technological Perspective

Discover the innovative web-survey protocol LibQUAL+™, its growth challenges, and data utilization. Explore the project's impact on library quality assessment.

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Enhancing Library Services: A Technological Perspective

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  1. LibQUAL+™ from a Technological Perspective:A Scalable Web-Survey Protocol across Libraries Project web site: old.libqual.org Jonathan D. Sousa Technical Applications Development Manager Association of Research Libraries Fred Heath Dean of the University LibrariesTexas A&M University Spring 2003 CNI Task Force Meeting Washington, DC April 28 - 29, 2003

  2. Session Goals • Introduce LibQUAL+™ • Discuss its rapid growth and its requirements • Explain its current hardware and software configuration • Present some of the challenges we have faced • Demonstrate how we have met those challenges in this project • What to do with all of this wonderful data

  3. The Problem of Assessment in Research Libraries • ARL Membership Criteria Index variables emphasize inputs, primarily expenditures • To rise in the ARL Index it is only necessary to spend more • No demonstrable relationship between expenditures and service quality • Lack of metrics describing performance

  4. LibQUAL+ Description • LibQUAL+ is a research and development project undertaken to define and measure library service quality across institutions and to create useful quality-assessment tools for local planning.

  5. LibQUAL+ Background • An ARL/Texas A&M University joint developmental effort based on SERVQUAL • A. Parasuraman, L. Berry, V. Zeithaml in 1985 • LibQUAL+initially supported by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) • Initial project established an expert team, regrounded concepts, and designed survey methodology

  6. LibQUAL+ Project Goals • Establishment of a library service quality assessment program at ARL • Development of web-based tools for assessing library service quality • Development of mechanisms and protocols for evaluating libraries • Identification of best practices in providing library service

  7. Survey Design Considerations • Three scales exploring optimal, minimal, and actual service levels • Twenty-five questions clustered around four dimensions • Survey covers a sample of targeted user population • Data illuminates gap between desired level of service and perception of experience

  8. Survey Process • Web-based survey hosted at a centralized location • Each participating institution receives a URL with a unique code embedded • When individuals take the survey, they see a version tailored to their institution and situation • Results are compiled, analyzed, and distributed by the LibQUAL+™ team at the end of the survey run

  9. Survey Structure – Page 1

  10. Survey Structure – Page 2 (Full View)

  11. Survey Structure – Page 2(Detail View)

  12. Survey Structure – Page 3

  13. LibQUAL+™ Growth

  14. 4 Languages American English British English French “Dutch English” 7 Consortia Each has 5 local questions added to the survey 7 Types of Institutions Academic Health Sciences Academic Law Academic Military College or University Community College Public State Rapid Growth in Other Areas

  15. Software • Database: • SQL Server 2000 from Microsoft • Programming Language: • ColdFusion MX from Macromedia • Data Analysis Software: • SPSS • Report Production Software: • Crystal Reports

  16. LibQUAL+™ Survey Database

  17. LibQUAL+™ Site Database

  18. Hardware Configuration

  19. Technological Challenges of LibQUAL+™ • Administration of the Project • Compatibility with platforms and browsers • Flexibility / Complexity of survey itself • Local network limitations / Caching • Data analysis and distribution These challenges have been met by…

  20. Online Administration System

  21. Technological Challenges of LibQUAL+™ • Administration of the Project • Compatibility with platforms and browsers • Flexibility / Complexity of survey itself • Local network limitations / Caching • Data analysis and distribution These challenges have been met by…

  22. Variety of Browsers Used in 2002 Frequency of Browser/Platform/Network Cache Combination in 2002 Survey Data:

  23. Client-side Versus Server-side Programming • Javascript • Cookies • Data Validation • “Interactivity” • Dynamic Page Creation • Data Processing • Data Storage • Data Validation

  24. Technological Challenges of LibQUAL+™ • Administration of the Project • Compatibility with platforms and browsers • Flexibility / Complexity of survey itself • Local network limitations / Caching • Data analysis and distribution These challenges have been met by…

  25. Flexible Database Structure / Online Management Tools

  26. Technological Challenges of LibQUAL+™ • Administration of the Project • Compatibility with platforms and browsers • Flexibility / Complexity of survey itself • Local network limitations / Caching • Data analysis and distribution These challenges have been met by…

  27. Network, Caching • Local network problems remain a persistent issue with no clear solution other than liaison education • Network caching has steadily diminished as a problem as the survey has been shortened • Certain areas of the country remain “hotspots” for network issues

  28. Technological Challenges of LibQUAL+™ • Administration of the Project • Compatibility with platforms and browsers • Flexibility / Complexity of survey itself • Local network limitations / Caching • Data analysis and distribution These challenges have been met by…

  29. Data Analysis and Report Production • The process has been streamlined by generating reports directly from the database • No perfect solution here since our needs are both aesthetic and analytical and few software packages address both aspects well • Constantly reevaluating our deliverables and how they are produced to look for ways to improve

  30. Trove of Data –How Do We Use It? • Longitudinal analysis – across years of survey data • Online analysis tools • Web Services and XML

  31. LibQUAL+™ Resources • Website:old.libqual.org • Publications: old.libqual.org/publications • Events and Training: old.libqual.org/events • Email:jonathan@arl.orgfheath@tamu.edu

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