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LibQUAL+ 2004 survey Université de Montréal

LibQUAL+ 2004 survey Université de Montréal. June 14, 2006 Jimmy Légaré CARL : LibQUAL+ Canada Workshop. Participation. 2003 Questionnaire translation in partnership with Université Laval + introductory text to LibQUAL+ on our intranet (in French) Preparation (+ Web site about project )

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LibQUAL+ 2004 survey Université de Montréal

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  1. LibQUAL+ 2004 surveyUniversité de Montréal June 14, 2006Jimmy Légaré CARL : LibQUAL+ Canada Workshop

  2. Participation • 2003 • Questionnaire translation in partnership with Université Laval + introductory text to LibQUAL+ on our intranet (in French) • Preparation (+Web site about project) • 2004 • Survey in spring • Translation of the article Cross-cultural implementation of LibQUAL+™: the French language experience in French : La mise en oeuvre interculturelle de LibQUAL+MC : le cas du français Jimmy Légaré, UdeM

  3. Questionnaire translation • Done by five librarians from UdeM and Université Laval • Discussing issues and collaborating with other people in the process • Back translation from French to English was done at York U • External expert : would need minor changes for France (= American and British versions) Jimmy Légaré, UdeM

  4. Context • 18 libraries • across 14 buildings • More than 2 million users each year Jimmy Légaré, UdeM

  5. Implementation • LibQUAL+ UdeM team helped by a committee • Sample built in partnership with UdeM services : • Bureau du registraire = registrar’s office (for students) • Direction des ressources humaines = human resources (for personnel) • Direction générale des technologies de l’information et de la communication = information and communication technologies department • Sample : 3000 persons • 1 200 undergraduate students (40 %) • 600 graduate students (20 %) • 600 professors and teaching staff (20 %) • 600 other members of staff (20 %) Jimmy Légaré, UdeM

  6. Survey progress • Pretest (management personnel) • From March 23rd to April 9th 2004 : • Initial invitation plus two reminders • 458 completed questionnaires • 211 comments (46,1 %) • Participation prizes Jimmy Légaré, UdeM

  7. Respondant groups distribution Jimmy Légaré, UdeM

  8. Respondant distribution among libraries (optional question) Jimmy Légaré, UdeM

  9. Service Adequacy Perceived score - Minimum score = Service adequacy Jimmy Légaré, UdeM

  10. Service Adequacy at UdeM Jimmy Légaré, UdeM

  11. Library use Electronic resources use Jimmy Légaré, UdeM

  12. Service adequacy at UdeMvsAverage of participating libraries Jimmy Légaré, UdeM

  13. Comments(analyzed with ATLAS.ti) -211 comments divided in 370 elements or ideas -coded with 119 codes used 3452 times Jimmy Légaré, UdeM

  14. Code description • Mandatory codes for each element : • User category • Sex • Age • Library • Discipline • Subjects • Library as place • Information control • Affect of service • Comment type • Positive • Négative • Other : neutral, suggestions, etc. Jimmy Légaré, UdeM

  15. ATLAS.ti report example P 1: Commentaires.txt - 1:117 (1128:1130) (Super) Codes: [Commentaire complet] [Deuxième et troisième cycles] [Entre 23-30 ans] [Féminin] [Offre de services] [Paramédicale] [Positif] [Sciences de la santé] J'apprécie particulièrement le service de rappel par courriel qui nous permet de remettre à temps nos documents empruntés. Pour les étudiants du 2e cycle qui empruntent beaucoup et à plusieurs bibliothèques, c'est essentiel. Jimmy Légaré, UdeM

  16. Comments • Library as place : • Importance of quietness to study • Equipment and study rooms (number and condition) • Information Control : • All types of documents are important • Access to these documents • Affect of service : • Emphasis on relation with personnel • Concerned with access to computers and photocopying Jimmy Légaré, UdeM

  17. Results communication and actions • Analysis report to management team and to the UdeM advisory committee for libraries • Comments were distributed among the libraries • Summary of results on the Web site for the UdeM community • After analyzing results, priorities and actions were proposed by management team • New survey in spring 2007 Jimmy Légaré, UdeM

  18. Thank you! Jimmy Légaré, UdeM

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