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Gordon Fretwell, Assessment Consultant University of Massachusetts Amherst

Examining the Overlooked: Open-ended comments from 6,108 spring 2007 invalid LibQual+ survey responses. Gordon Fretwell, Assessment Consultant University of Massachusetts Amherst . 2nd Library Assessment Conference Seattle, August 4 – 6, 2008. Overview. Examining the data

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Gordon Fretwell, Assessment Consultant University of Massachusetts Amherst

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  1. Examining the Overlooked: Open-ended comments from 6,108 spring 2007 invalid LibQual+ survey responses Gordon Fretwell, Assessment Consultant University of Massachusetts Amherst 2nd Library Assessment Conference Seattle, August 4 – 6, 2008

  2. Overview • Examining the data • Brief responses and problematic responses • Lengthy and more complex responses • Conclusions

  3. Brief Overview of Single-focus Comments • Short negative comments 19 • Short positive comments 524 • Comments relating to survey 694 • Don’t use the library 381 • Online user 113 • Unclear Comments 341 • Errors 31 • Obscenities 5

  4. Brief Overview of Multi-focus Comments • Resources 2,369 • Staff 2,230 • Services 1,908 • Environment 1,906 • Facilities 427 • Survey 185

  5. General Respondents vs. Questionnaire Critics

  6. Conclusions from the Invalid Responses • Comments are focused, clear and genuine • Users care deeply about their libraries • Users want access to more resources • This particular questionnaire is alienating • The questionnaire should allow for branching • The sample pool should be tightened up to improve response rate

  7. Questions & Contact If you have questions or comments about the data or its interpretation, you may contact Gordon Fretwell by email at the following address: fretwell@library.umass.edu

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