Preparing to Work Effectively with LibQUAL+ ® Survey Results CARL ABRC LibQUAL+® & Beyond Applying Your Survey Results & Other Performance Measures in Library Practice Ottawa, ON October 24-25, 2007 Raynna Bowlby Martha Kyrillidou Association of Research Libraries old.libqual.org
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Preparing to Work Effectively with LibQUAL+ ® Survey Results CARL ABRC LibQUAL+® & Beyond Applying Your Survey Results & Other Performance Measures in.
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Preparing to Work Effectively withLibQUAL+® Survey Results
CARL ABRCLibQUAL+® & Beyond
Applying Your Survey Results & Other Performance Measures in Library PracticeOttawa, ON
October 24-25, 2007
Raynna BowlbyMartha Kyrillidou
Association of Research Libraries
old.libqual.org
old.libqual.org
Desired OutcomesDesired OutcomesAs a result of our work together today, you will be prepared to…As a result of our work together today, you will be prepared to…
• Perform some simple analyses of the LibQUAL+® survey results data
• Today we’ll be working mainly with the 22 core LibQUAL+® questions and Comments
• Present the results to different stakeholders
• Utilize the data to target areas for improvement
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Understanding the Data & ResultsUnderstanding the Data & Results
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Representativeness - Standard Disciplines: Representativeness - Standard Disciplines: An Academic LibraryAn Academic Library
Source: Jim Self, University of Virginia, Presented at Performance Measurement in Academic Libraries Workshop, EBLIP4, Durham, North Carolina, May 11, 2007
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Peer ComparisonsPeer ComparisonsLibQUAL+ 2006
Overall Quality of the Service Provided by the Library38 ARL Libraries
7.87
7.637.63
6.51
6.61
5.87
7.487.52
7.87
5.5
Undergraduates
Graduates
Faculty
UVA UVA
UVA
Source: Jim Self, University of Virginia, Presented at Performance Measurement in Academic Libraries Workshop, EBLIP4, Durham, North Carolina, May 11, 2007
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Peer ComparisonsPeer Comparisons
Adequacy GapThe difference between the minimum and perceived score.
-0.40
-0.20
0.00
0.20
0.40
0.60
0.80
1.00
1.20
1.40
UT Austin
ARL
Peers
Source: Fred Heath, LibQUAL+™ Results Meeting, ALA Annual Conference, Seattle, WA, January 22, 2007
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NormsNorms
• Identify your score
• Compare it to a relevant norms table– Year– Subgroup– Dimension
• Norms are stable and are not calculated on an annual basis anymore (see article)
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AnalyticsAnalytics
• Institution Explorer– User group and Discipline analysis
• Representativeness graphs• Radar chart• Library Use chart• Thermometer chart• Cumulative percentile distribution
• Longitudinal
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SPSSSPSS
• What is SPSS?– Statistical Package for the Social Sciences
• How do I know that my data are trustworthy?– Reliability and Validity Analysis
• Are there differences between different groups?– Compare mean scores for subgroups
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Quantitative Analysis: Excel DataQuantitative Analysis: Excel Data
• Excel data files available on the LibQUAL+® Web sitehttp://old.libqual.org/Manage/Results/index.cfm
• Use customized radar chart template to create custom analyseshttp://old.libqual.org/Manage/Resources/
SampleRadarChart/index.cfm
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Qualitative Analysis: User CommentsQualitative Analysis: User Comments
• About one-half of users include comments on their surveys
• User Comments available on the LibQUAL+® Web site– Download comments in Excel or text file
• Skim the comments
• Conduct ATLAS.ti analysis
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Identifying What is ActionableIdentifying What is Actionable
• Conclusions and recommendations are grounded in survey data
Identifying What is Actionable Worksheets:
Priorities, Weaknesses, Strengths
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Developing the OrganizationDeveloping the Organization
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Presenting Results to StakeholdersPresenting Results to Stakeholders
• Identify all of the stakeholders or constituents who want and need to know about the survey results
• Consider the “stake” of each of the above; what specific aspect of LibQUAL+® will be of most interest / concern
• Determine how to communicate with each identified stakeholder
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Brown University LibraryBrown University LibraryStakeholder Accountability MatrixStakeholder Accountability Matrix
Assumption College Assumption College LibQUAL+LibQUAL+®® Marketing Plan: Marketing Plan:old.libqual.org/documents/admin/ThistleLibQUAL+IntroSeattle.ppt
LibQUAL Marketing Theme: Can We Hear You Now?
Dates [2/6-2/26 (3/3)] Notes Owner Done
Library Web site 1/13/06 informational page on the survey linked to from library front page Carole X
January library newsletter 1/23/06 article on the survey - who, what, where, and WHY - WIIFM Dawn X
Public relations office 1/23/06 Heidi - send her survey link for her newsletter Carole X
Academic Council 1/24/06 make the announcement at meeting Carole X
Administrator's meeting 1/24/06 make the announcement at meeting Laurie X
SGA 1/29/06 make the announcement at meeting Dawn X
Bulletin board 1/30/06 Dawn X
Communication with CE & Grad 1/30/06 Dawn X
Faculty Senate 1/30/06 make the announcement at meeting Janice X
Letter 1/30/06 faculty, admin, staff - see LibQUAL mktg. booklet (students receive email) Dawn X
Poster display 1/30/06 large and small posters - pic of Larry holding the iPOD (?) Carole X
Purchase Prizes 1/30/06 iPod, gift certificates (Nina-to get Amazon one)Dawn & Laurie x
Mobiles 2/1/06 mobiles with Larry Dawn X
Tent signs 2/1/06 library Liz X
Connection 2/3/06 survey announcement John X
Public access computers 2/3/06 wallpaper screen - posters
Laurie/ Carole/ Dawn X
Email 2/6/06 take the survey (ask Dawn to send to CE) Carole
Postcards 2/6/06 Can we Hear You Now? - pic of iPod w/ info on back Carole X
Student postcards 2/6/06 iPod pic and message on back Carole X
Announce at BI sessions 2/6/06, ongoing librarian responsible for making announcements All x
PowerPoint at BI sessions 2/6/06, ongoing Carole will create and presentation would run in a loop Carole x
Provoc article 2/8/06 article written by staff writier Dawn X
• All-staff presentation• Disseminate Comments to depts, units, groups,
branches, librarians, etc.• Work w/department leaders, managers
– Identifying Library Departments with Contribution or Impact on LibQUAL+® Questions
• Other?
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Identify 2 or 3 LibQUAL+® questions for
which you/your department has primary
responsibility
Do these “cluster” in a specific dimension?
Being User-Centered:Being User-Centered:Guiding Library Staff in Understanding & Using Guiding Library Staff in Understanding & Using LibQUAL+LibQUAL+®® Results Results
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“We know what’s best”
“They are wrong”
“We don’t have the resources to…”
““...only customers judge ...only customers judge quality; all other quality; all other judgments are judgments are essentially irrelevant.”essentially irrelevant.”
Zeithaml, Parasuraman, Berry.(1999). Delivering Quality Service. NY: The Free Press
• From all of the data, determine what can and should be addressed
• Prioritize some action items– Align with mission, vision and goals of parent
organization– Address users’ top priorities, by user group– Improve areas of strong user dissatisfaction– Build on strengths, if they are truly user needs
and priorities– Identify work that can be de-emphasized and
resources that can be reallocated
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S.M.A.R.T. GoalsS.M.A.R.T. Goals
• S Specific– the desired outcome or result is clearly defined
• M Measurable– accomplishment can be charted and/or observed
• A Attainable– achievable, goal is challenging but realistic
• R Relevant– results-oriented, in line with institutional goals and library vision
• T Timely– deadlines are set for accomplishment
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SMART Goals -- ExamplesSMART Goals -- Examples
• 75% of materials acquired from other libraries are received by users within 10 days of request by 12/07
• 50% of new books are on shelf within 5 days after library receipt by 10/07
• 60% courses utilizing WebCT include links to library research materials by 3/08
• Lower the unit cost of each service desk transaction by 10% from FY’08 to FY’08
Versus general goals:Improve ILL turn-around timeMake new materials accessible to users more quicklyDecrease staffing budget
Customized Consulting Services:– Longitudinal data analysis, across multi years– Tailored peer comparisons, libraries you choose– Assistance w/ content analysis for Comments– Facilitation of LibQUAL+® staff retreat or summit– Guidance in preparing communication plan– Customized training in assessment skills– Launch an assessment group or team– Assistance in identifying key customer issues for future