Enhancing Library Services through the Clemson Summit Concept

1. LibQUAL+ and theLibrary Summit Concept Fred Heath Vice Provost and Director, University of Texas Libraries fheath@austin.utexas.edu Joe Boykin Dean of Libraries, Clemson University jboykin@clemson.edu Clemson University Libraries Clemson University

2. You Have your Libqual+ Data: Now What? The Library Summit

3. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Clemson University In Context: • Land-grant university for South Carolina • 17,000 students (13,500 undergrad and 3,500 graduate) • 900 faculty • Majority of doctoral programs in sciences and engineering • Main library and branch for architecture

4. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • The Clemson Summit Concept • Concept initiated by President James Barker • Summits are organized around a university function • Bring university constituents together to focus on one area

5. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • The Clemson Summit Concept continued: • Library Summit I was the second university summit • and was designed to identify major themes for • the Libraries in the future. • Attendees included: faculty, students, staff, trustees, • former president, administrators including • President and Provost. • We followed Library Summit I with Library Summit II • which consisted of the entire library staff.

6. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • LIBQUAL+ and Clemson University Libraries • First LIBQUAL+ followed Library Summits I and II • Used LIBQUAL+ results to determine if the choices • we made from the summits were correct. • We determined that the LIBQUAL+ results • validated the themes and detailed objectives • resulting from the summits.

7. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • LIBQUAL+ Results • Received our 3rd LIBQUAL+ Results • Paid close attention to the results of questions • where either the perceived level was below • minimum levels • Also paid attention to the results of questions • which were above minimum but were showing • a declining number.

9. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • “Disconfirming Expectancy” • Increased credibility by providing negative • information. • We wanted help from faculty and students to • understand the LIBQUAL+ results. • Because of success of Library Summit I and II • decided to have Library Summit III.

10. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Summit Planning: • Planning Committee • Determined date and location (university conference • center) • Determined schedule (3:00PM – 7:00PM) • Determined meal • Set Agenda • Recommended participants (by group) 60 total • Organized discussion topics • Prepared and sent formal invitations

11. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Summit Goals: • Verify improvements since earlier summits • Use ideas generated to extend existing Strategic and • Business Plans • Use ideas generated to allocate Road Map Funding

12. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Summit Process: • Organized around three LIBQUAL+ areas: • Information control, affect of service, Library as • Place • Had two tables of 10 participants per topic • At half way point had participants change tables. • Table leaders where library staff who also recorded • ideas. • Each table was asked to come up with 9 ideas plus • one “off the wall” suggestion.

13. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Summit Process: • Provided the participants with our Libqual+ • results. • Had a smaller “results” document that highlighted • the areas which were below minimum levels or showed • decline and asked them to concentrate on these areas for • their suggestions for improvement. • We also provided them with a brief explanation • of the Libqual charts and tables.

14. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • What Happened: • Providing “negative” information from LIBQUAL+ • results was very positive. • University supports and rewards honest examination • of opportunities to improve. • A real “assessment culture” at Clemson which looks • to “close the loop.”

15. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • What Happened: • Seeing a “problem patron become actively interested • in helping to solve problems rather than • complaining. • While there were a number of expensive suggestions, • many of the ideas were possible to • accomplish with available funds.

16. Clemson University Libraries Clemson University Clemson University Libraries Clemson University

17. Clemson University Libraries Clemson University Clemson University Libraries Clemson University

18. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Library Town Meetings: • Critical to success of Summit • Had 3 Town Meetings with Library Staff • Staff added ideas and enhanced many of those • suggested at the Summit.

19. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • Benefits of a Summit • Library plans based on LibQual+ survey results • and Summit discussions provide good structure • for showcasing positive outcomes in assessment. • Participants tend to take ownership of their ideas • An organization that makes its weaknesses public • and asks for advice gains positive regard. • Input from Summit participants provides richer and • more detailed data.

20. Clemson University Libraries Clemson University Clemson University Libraries Clemson University • What we learned: • Have less library staff, more users • Shorten second session somewhat • Provide more training to table leaders • Schedule so President and Provost can • participate.

21. 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All staff - reference librarians, web designers, book shelvers, and catalogers - should understand that they are part of an organic whole, a system, and that it is not enough to be concerned with the success of one's own department. Staff of a successful organization are concerned with the success of the entire organization. Fred Heath, Vice ProvostThe University of Texas LibrariesThe University of Texas at Austin Contact InformationDamon Jaggars, Associate Director, jaggars@austin.utexas.eduJocelyn Duffy, Executive Assistant, jduffy@mail.utexas.edu requires EID Accessibility | Privacy/Confidentiality | Material Usage StatementComments | About This SitePage viewed: January 23, 2006 | Page last modified: October 6, 2005 We want to build a climate of continuous improvement in all areas of library service. All staff - reference librarians, web designers, book shelvers, and catalogers - should understand that they are part of an organic whole, a system, and that it is not enough to be concerned with the success of one's own department. Staff of a successful organization are concerned with the success of the entire organization. Fred Heath, Vice ProvostThe University of Texas LibrariesThe University of Texas at Austin Contact InformationDamon Jaggars, Associate Director, jaggars@austin.utexas.eduJocelyn Duffy, Executive Assistant, jduffy@mail.utexas.edu requires EID Accessibility | Privacy/Confidentiality | Material Usage StatementComments | About This SitePage viewed: January 23, 2006 | Page last modified: October 6, 2005 We want to build a climate of continuous improvement in all areas of library service. All staff - reference librarians, web designers, book shelvers, and catalogers - should understand that they are part of an organic whole, a system, and that it is not enough to be concerned with the success of one's own department. Staff of a successful organization are concerned with the success of the entire organization. Fred Heath, Vice ProvostThe University of Texas LibrariesThe University of Texas at Austin Contact InformationDamon Jaggars, Associate Director, jaggars@austin.utexas.eduJocelyn Duffy, Executive Assistant, jduffy@mail.utexas.edu requires EID Accessibility | Privacy/Confidentiality | Material Usage StatementComments | About This SitePage viewed: January 23, 2006 | Page last modified: October 6, 2005