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Lite 2010 Survey Results

Lite 2010 Survey Results. Frank Haulgren Collection Services Manager & Assessment Coordinator Western Libraries. What is LibQUAL+?.

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Lite 2010 Survey Results

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  1. Lite 2010 Survey Results Frank HaulgrenCollectionServicesManager& Assessment Coordinator Western Libraries

  2. What is LibQUAL+? LibQUAL+'s centerpiece is a rigorously testedWeb-based survey marketed by ARL that helps libraries assess and improve library services, change organizational culture, and market the library. • Fosters a culture of excellence in providing library service • Helps libraries better understand user perceptions of library service quality • Provides libraries with comparable assessment information from peer institutions

  3. LibQUAL Days Participation @ WWU LibQUAL+ Lite = Increased Participation & Reduced Time To Completion

  4. Dimensions of LibQUAL+

  5. Service Gaps Service Adequacy Gap The difference between the perceived and minimum scores; an indicator of the extent to which the minimum expectations of the users are being met. • Service Superiority Gap • The difference between the • desired and perceived scores; an indicator of the extent to which the desired expectations of the users are being exceeded.

  6. Mean Scores by Dimension & Group

  7. = 2010 Desired Level Mean Scores By Dimension & Group 2006 Mean Scores By Dimension & Group 2006

  8. Service Adequacy / Superiority GapsService Adequacy and Superiority Gaps indicate the distance between perceived levels and desired levels of service.Perceived – Minimum = Adequacy Gap ~ Perceived – Desired = Superiority Gap

  9. Core Questions Summary For Undergraduates Undergraduates The question with the lowest service adequacy gap was: IC-2 “A library web site enabling me to locate information on my own.” > 2010 – 0.50(Bigger is Better!) > 2006 – 0.30

  10. Core Questions Summary For Graduates Graduates Three questions had negative service adequacy gaps: IC-2 “A library web site enabling me to locate information on my own.” -0.28 LP-2 “Quiet space for individual study.” -0.03 LP-4 “A gateway for study, learning or research.” -0.19 Two questions had positive superiority gaps: AS-2 “Giving users individual attention.” 0.18 LP-5 “Community space for group learning & study.” 0.77

  11. Core Questions Summary For Faculty Faculty All questions related to Information Control except for IC-6 had negative service adequacy gaps. IC-6 “Easy-to-use access tools that allow me to find things on my own.” 0.00 Two questions had positive service superiority gaps: LP-2 “Quiet space for individual activities.” 0.45 LP-5 “Community space for group learning & study.” 0.38

  12. Radar Charts Reflect Unique Needs & Perceptions of Each User Group Undergraduates Graduates Faculty

  13. Measuring Up To Other Libraries • Summary of all 2010 WWU user groups • Overall Adequacy Gap = 0.78 • Summary of All Colleges & Universities Administering LibQUAL+ in 2009 • Overall Adequacy Gap = 0.50

  14. Focusing on Faculty Satisfaction:Comparing WWU Faculty Expectations to Others • Summary of 2010WWU Faculty Responses • Overall Adequacy Gap = 0.35 • Info Control Adequacy Gap = -0.38 • Summary of All 2009 LibQUAL+ College & UniversityFaculty Responses • Overall Adequacy Gap = 0.36 • Info Control Adequacy Gap = -0.07

  15. WWU 2010 Local Questions Adequacy Gap 0.71 0.74 0.84 1.24 0.69 0.372006 0.372006

  16. How do Users Find Research Materials? Has resource use on premises really gone up since 2006? What do users think of as library “resources”? Consistent with what LibQUAL shows about our web page Consistent with ongoing research

  17. Looking for Action Items

  18. Future Applications of LibQUAL+ Results • Accreditation review • Ideas for other library assessment projects • Information for various groups / committees which deal with library services, collections, etc. • LibQUAL+ Summit – Winter Qtr. 2011

  19. Lite 2010 Frank Haulgren Collection Services Manager & Assessment Coordinator Western Libraries Thanks.

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