1 LibQUAL’s contribution to our quality profile Monica Hammes, Gerda Beukes & Rayno Geyser University of Pretoria, South Africa LibQUAL +® Exchange, 17.

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LibQUAL’s contribution to LibQUAL’s contribution to our quality profileour quality profile

Monica Hammes, Gerda Beukes & Rayno GeyserUniversity of Pretoria, South Africa

LibQUAL +® Exchange, 17 August 2009, Firenze

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OutlineOutline

We take quality seriously- Annual QA programme- High level QA team- Quality is everybody’s business- Quality is a strategic issue

The 2009 LibQUAL survey- Compared to 2005- Compared to other surveys

The continuous improvement and MI context The fit for future context: innovation and strategic

positioning

[Quality] is defined entirely by the customer or end user and is based upon that person's evaluation of his or her entire customer experience. The customer experience is the aggregate of all the touch points that customers have with the company's products and services, and is by definition a combination of these. http://en.wikipedia.org/wiki/Quality

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QA Programme 2009QA Programme 2009

LibQUAL client survey LibStats implementation Investors in people exercise Performance indicators and benchmarking

exercise/tool/report Preparation for peer review Ongoing contribution to evaluation of faculties and

departments Regular performance evaluation of staff Management information Tracking and evaluating strategic and operational

success

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2009 Survey management2009 Survey management

LibQUAL team Corporate activities

Posters, screensavers, email, campus mail, SMS, general prizes

Two languages: Afrikaans and English Faculty libraries competing: opportunity to discuss

quality with own clients Daily report to staff Report/feedback to staff, library committee, senate,

library users

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SMS message to studentsSMS message to students(very successful)(very successful)

univ pta pls complete library survey b4 30may http://survey.libqual.org/index.cfm?ID=748821win laptop Afr by http://survey.libqual.org/index.cfm?ID=918961thx!

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Survey resultsSurvey results

Improvements on 2005 results No. respondents (3721) & %(8.35) participation higher PG students more satisfied (next 2 slides) Overall score = 6.76 7.03 Perceived Mean higher in all 22 questions More positive comments (1172) Fewer negative comments (1405) Expectations (min and max) overall higher library is

important Overall score better than 4 international universities

Postgraduates Radar Chart, 2005Postgraduates Radar Chart, 2005

20092005

Action taken after 2005

•Document delivery service for PGs without good internet

•Research methodology training for information specialists

•More online info literacy tutorials

•Info literacy as part of formal teaching programmes

•Devoted space for PGs

•Carnegie grant for research commons and programme

Postgraduates Radar Chart, 2005-2009Postgraduates Radar Chart, 2005-2009

20092005

UP

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Benchmark: against 4 major universities

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Red light: Information controlRed light: Information control

IC-1: Making electronic resourcesaccessible from my home or office(6.98)

406 negative comments about the collection and web sites

384 negative comments about IT infrastructure and bandwidth

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Red light: Affect of serviceRed light: Affect of service

AS-1: Library staff who instill confidence in users (6.70)

AS-2: Giving users individual attention (6.60)

175 negative comments about staff issues

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Red light: Library as placeRed light: Library as place

LP-1: Library space that inspiresstudy and learning (6.77)

LP-2: Quiet space for individual work (6.83)

LP-5: Space for group learning and group study (6.53)

420 negative comments about noise, temperature, overcrowding etc.

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Positive commentsPositive comments

This library service is on par with the best in the world: client focused and in the forefront of the latest developments. With relatively limited resources, but thanks to the wonderfully devoted staff exceptional service is the norm.

The best library in the world! Outstanding staff, always enthusiastic and helpful. Thank you very much for your support.

I have only been at Tuks for a few months now and I am continually surprised about the levels of service i receive from the library, the staff and the website which are far superior to the services I received from XYZ in those areas. Thanks!

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Follow-upFollow-up

We intend to extract more information from the data

-Profile per faculty library

-Analysis of comments that do not correlate with survey scores

-Analysis of comments about issues not related to the 22 questions

All red lights will be investigated and fed into planning Feedback to clients

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Continuous improvement 2009 Continuous improvement 2009

Better space utilization (EMS Library) Extensive e-book collection for EDULibrary Vastly improved client registration process UPeTD webometrics ranking: 113/400 Security gate at Merensky Library New aircon for Merensky Library 16 posts filled, 10 promotions Career path for professional librarians negotiated

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Management information : Growth Management information : Growth areasareas

Jan-June 2009Jan-June 2009%

Growth

E-theses files downloaded 41%

Pages digitized for institutional repository 37%

E-Exam pages printed 21%

Busiest month (visitors) 17%

Busiest day in main library (visitors) 12%

Info literacy attendees 15%

Info literacy sessions 12%

Database searches 11%

E-articles downloaded 3%

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Innovation and strategic Innovation and strategic positioning 2009positioning 2009

African Digital Scholarship and Curation Conference E-research seminar International IR workshop SA Veterinary Journal (1903+) digitized Leading role in game-based learning 1st SA Web2 Workshop Participation in World Digital Library Fiction Fridays to encourage recreational reading Story writing exhibition at EDU 1st Carnegie Library Leadership Academy

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Innovation and strategic Innovation and strategic positioning (2)positioning (2)

Veterinary Science Library named after Jotello F Soga (1st South African to qualify as a veterinarian)

World Book Day celebration Open Access mandate for research papers Malaria VRE Legal research training for PG students as part of the

Research Methodology Course (ORTLL) Infolit training for MEd and PhD students part of

Postgraduate Research Support programme (EDU) Contribution to research audit and report: 76 articles

“discovered” = 44.25 units

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Thank you!Thank you!

Questions and comments

[email protected]