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LibQUAL+ at Cranfield University

LibQUAL+ at Cranfield University. Selena Lock LibQUAL+ International Results Meeting 17 th July 2006. An internationally renowned specialist institution Turnover £130m 2000 employees Entering our 60th year –excellence in education since 1946. Recruits exclusively at postgraduate level

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LibQUAL+ at Cranfield University

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  1. LibQUAL+ at Cranfield University Selena Lock LibQUAL+ International Results Meeting 17th July 2006

  2. An internationally renowned specialist institution Turnover £130m 2000 employees Entering our 60th year –excellence in education since 1946 Recruits exclusively at postgraduate level Promotes strong connections between teaching and research Uses our expertise to advance partnerships with industry Who are we? What do we do ?

  3. Cranfield University is contract to deliver academic education to the MOD at the Defence College of Management & Technology Contract situation demanding high quality services Require separate LibQUAL+ campus analysis Cranfield University at DCMT

  4. Subject range: Defence Management Technology Mix of Military and Civilian ≈1000 students 90% postgraduate and post-experience 100% postgraduate in 2007 DCMT Students

  5. Physical Space: 2,500 linear meters ≈1000 meter2 Resources: 16 million journal articles 1600 e-books 116,000 books Activity: 60,000 Visits per year 872 Active borrowers 2,288 ILL requests 115 general enquiries a week 136 research enquiries a week 68 staff hours spend delivering training DCMT Library

  6. Quality Management • Twelve-year quality management programme • Quality Performance Benchmarking system now a contractual requirement • History of performance measurement inc: • Exit questionnaires • Priority Research • SCONUL Template • Benchmarking • LibQUAL+TM

  7. LibQUAL+ at Cranfield University • LibQUAL+ meets our need to measure service quality and benchmark our performance • 2003 • Stephen agrees to co-ordinate the SCONUL Cohort on behalf of the WGPI • CU take part in the SCONUL Pilot • 2005 • Cranfield University runs LibQUAL+ • 2006 • DCMT Library runs LibQUAL+ to measure impact of library move • 2007 • Cranfield University intends to run LibQUAL+

  8. LibQUAL+ Local: Marketing Training Analysis Dissemination LibQUAL+ (Inter)National: Organise events Answer any questions Marketing Additional customised analysis Seek funding My Role

  9. LibQUAL+ at Cranfield 2006 • Three month period Spring 2006 • 333 responses • 26.3% Response rate • Increase in responses by 40.5% • Overall results improved again upon the previous excellent levels • 205 comments received

  10. DCMT Survey aims for 2005-06 • Test new Library building • Test launch of the new Library Web site • Test maintenance of other progress • Develop a new strategy in line with changing academic needs

  11. DCMT Overall 2006

  12. Results of Action 2006 • New Library Building? • Improved in some areas and declined in others • Overall LP score is a little below 2005 • Launching the new Digital Library Web site? • Average increase of +0.14 • Progress largely maintained • Capability of data analysis and presentation improved

  13. Longitudinal Analysis

  14. Start of an action plan…?

  15. Comment Analysis

  16. Highlighting Issues

  17. Changes over three years

  18. Affect of Service Information Control Library as Place Overall Internal Benchmarking

  19. National Average External Benchmarking

  20. Peer-to-Peer Benchmarking

  21. Conclusions • LibQUAL+ continues to be a strong marketing tool for Cranfield University, DCMT • Additional analysis you do can be as big or small as you want it to be • The possibilities are infinite, your time may not be! • Learn from your users, don’t just shelve their opinions

  22. Shameless plug Additional analysis available Contact me for details Selena Lock Research & Development Officer Cranfield University Defence College of Management and Technology Tel: +44 (0)1793 785561 Email: s.a.lock@cranfield.ac.uk

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