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Reading Rodski: User Surveys Revisited

Reading Rodski: User Surveys Revisited. The 25 th IATUL Annual Conference Krakow 2004 Dr. Grace Saw University of Queensland Cybrary Brisbane, Australia. Overview. Introduction User Surveys Rodski Survey Australia UQ Cybrary LibQUAL+ Future.

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Reading Rodski: User Surveys Revisited

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  1. Reading Rodski: User Surveys Revisited The 25th IATUL Annual Conference Krakow 2004 Dr. Grace Saw University of Queensland Cybrary Brisbane, Australia

  2. Overview • Introduction • User Surveys • Rodski Survey • Australia • UQ Cybrary • LibQUAL+ • Future Introduction User Surveys Rodski Survey LibQUAL+ Future

  3. The University of Queensland • 30,000 students • 25% postgraduates • 18% international • 5,000 staff • 7 Faculties, 35 Schools • “Sandstone” University • GO8 / Universitas 21 Member Introduction User Surveys Rodski Survey LibQUAL+ Future

  4. Identify (unmet) needs Reveal service issues and opportunities Ensure efficient use of resources Provide input for Strategic Planning Why conduct User Surveys? Introduction User Surveys Rodski Survey LibQUAL+ Future

  5. Types of User Surveys • Quantitative surveys • Qualitative surveys • Disciplinary-based studies • Surveys of specific user groups • Automated data analysis Introduction User Surveys Rodski Survey LibQUAL+ Future

  6. Rodski in Australia • 1997: University of Melbourne • 1999: Australasian Universitas 21 Libraries • Universities of Melbourne, Queensland, New South Wales and Auckland • 2000: Adopted by Council of Australian University Librarians • Almost all 39 Libraries will undertake Rodski in 2003 / 2004 IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  7. Developed by Rodski Research Group 41 – 43 variables Bivariate methodology Measures Importance and Performance Clients rate each statement twice Categories Communication Facilities and Equipment Library Staff Service Delivery Service Quality “Gap” areas can be identified Rodski Survey IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  8. Rodski at the UQ Cybrary • Conducted 1999, 2001, 2003 • 3, 500 staff, students and academics surveyed each time • Paper and web versions • Greater levels of satisfaction than dissatisfaction • “Gap” areas targeted for improvement IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  9. "Excellent firms don't believe in excellence - only in constant improvement and constant change." – Thomas J. Peters IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  10. Top 10 “Gap” Areas 2003 IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  11. Top 10 “Gap” Areas 2003 IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  12. Improving Client Satisfaction IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  13. Improving Client Satisfaction IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  14. Improving Client Satisfaction IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  15. LibQUAL+ • ARL/Texas A&M University Partnership • 400 libraries • 25 questions • 4 areas: • Effect of Service • Personal Control • Access to Information • Library as Place IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  16. Similarities: Rodski - LibQUAL+ • Overall aims • Evaluating quality of service • Enable improvements • Format • Web and paper • Conclusions reached IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  17. Differences: Rodski - LibQUAL+ • Types of questions • Benchmarking • Tailored questions • Cost • Rating systems IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  18. The Future: The Australian Context • CAUL Best Practice Working Group • Current survey of top performing libraries • Aim: Identifying best practice • Comparison between Rodski and LibQUAL+ • Possible review of Rodski participation • UQ Cybrary • RODSKI in 2005 • Longitudinal benefits IntroductionUser Surveys Rodski Survey LibQUAL+ Future

  19. Thank youQuestions g.saw@library.uq.edu.au

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