WVU Libraries

1
WVU Libraries

• LibQual Surveys
• 2003, 2005, 2007

The WVU library system is outstanding. I
honestly cannot think of anything that needs
improvement within the system. - undergraduate
student
2
Objectives

• Look at comments and find commonalities
• Look at LibQual survey results and find most
  important areas of concern
• Look at LibQual survey result trends
• To make suggestions based on comments and survey
  findings

3
Features of Downtown Library

• over 300,000 books
• 209,638 square feet
• 1200 public seats
• an atrium connecting the 1932 renovated Wise
  Library to the 2001 Downtown Campus Library
• 2 restored large reading rooms
• 15 group study rooms, 4 with 42-inch
  high-definition television screen, keyboard and
  Internet connections to allow users to
  participate in e-conferences, view films and
  prepare presentations
• electronic classrooms
• 180 public computers
• 35 media- equipped workstations
• 30 wireless laptops
• reading tables with outlets for laptop computers
• carrels with desktop computers
• lounge seating
• a view of the downtown campus and Morgantown's
  waterfront

4
Implemented Improvements

• - Extended Library Hours
• - Student Employee Training
• - Coffee Shop Opened
• - Self-Checkout System (E-ZBorrow)
• - Health Science Library Remodeled
• - Additional Computers
• - Wise Library 3rd
  Floor Designated as Deep Quiet Area
• - Instant Message Chat Reference
  Service

5
Planned Improvements

• Remodel 2nd Floor into Study Area
• Open New Off-Site Depository
• Bound periodicals will be moved
• Create more user space
• Study Tables Lounge Furniture
• Adding Moveable Furniture, Whiteboards,
  Computers

6
LibQual Qualitative Data

• 2003, 2005, 2007

7
Qualitative Methods

• Coded and categorized comments in Excel,
  separating them into themes
• Grouped similar comments by themes and found most
  common
• Compared comments over the years
• Compiled 2003, 2005, and 2007 comments to get
  statistics

8
Journals

• 28 of complaints pertained to lack of print
  journals and/or electronic journals

The online journals are the most important for
my work.  More online journal access would be the
most beneficial for me. - a faculty member

• Recommendation
• In addition to the current subscriptions and
  holdings, allow each
• discipline offered at the university to choose
  one journal
• that would be of the most help to their
  respective divisions.

9
Noise and Cell Phone Use

• 8 of complaints pertained to noise and cell
  phone use in the library

It would be nice if people inside of the library
were not permitted to use cellular phones. It is
highly distracting while you are studying. - an
undergraduate student

• Recommendations
• Constant reminders about noise, pop-up window
  when logging
• on to computer to turn phones on silent.
• Designated areas of cell phone use and silent
  study areas.
• Enforce current cell phone policy (stairwell only)

10
Computers

• 7 of complaints pertained to lack of computer
  availability

The only major drawback that I can see in the
WVU Library system is the lack of computers in
the Downtown Library.  It is virtually impossible
to find an open computer during a typical school
day. - an undergraduate student
I am so impressed with the organization of the
Wise Library! The only problem I ever have there
is finding a computer. - an undergraduate student

• Recommendations
• Quick Print Areas
• 15 minute computer limit areas
• Laptop awareness

11
LibQual Quantitative Data

• 2003, 2005, 2007

12
Quantitative Methods

• Used the means from LibQual survey results to
  find changes in gaps over time
• Used desired and perceived levels of service to
  find gaps in each of 4 areas
• Analyzed gaps to make recommendations

13
Basic Information

• Employee Service Quality
• The effect that employee service has on the
  users experience
• Library as Place
• The effect that the library environment has on
  the users experience
• Information Control
• The effect that the libraries materials and
  availability of those materials has on the users
  experience

14
2003 Superiority Gap of Categories

• Largest Gaps
• Employees who instill confidence in users
• Easy-to-use access tools that allow me to find
  things on my own
• Employees who have the knowledge to answer user
  questions

• Top 3 Desired
• Modern equipment that lets me easily access
  information needed
• Making electronic resources accessible from my
  home or office
• Quiet space for individual activities

15
2003 Strategy grid
High Importance/Low Performance
High Importance/High Performance

• 1. Employee Service Quality
• 2. Access to Information
• 3. Library as Place
• 4. Personal Control

16
2005 Superiority Gap of Categories

• Top 3 Desired
• Making electronic resources accessible from my
  home or office
• Print and/or electronic journal collections I
  require for my work
• Modern equipment that lets me easily access
  needed information

• Largest Gaps
• Print and/or electronic journal collections I
  require for my work
• Making electronic resources accessible from my
  home or office
• The electronic information resources I need

17
2005 Strategy grid
High Importance/Low Performance
High Importance/High Performance
1. Employee Service Quality 2. Information
Control 3. Library as Place
18
2007 Superiority Gap ofCategories

• Top 3 Desired
• Making electronic resources accessible from my
  home or office
• Print and/or electronic journal collections I
  require for my work
• The electronic resources I need

• Largest Gaps
• Print and/or electronic journal collections I
  require for my work
• Making electronic resources accessible from my
  home or office
• A library Web site enabling me to locate
  information on my own

19
2007 Strategy grid
High Importance/Low Performance
High Importance/High Performance
1. Employee Service Quality 2. Information
Control 3. Library as Place
20
Positive Trends

• On average, all user groups saw an increase in
  the perceived level of service.
• Graduates saw an improvement in perceived level
  of service. In the category Information
  control, which is the most important for
  graduates, this group showed a strong increase in
  perceived level of service from 2005 to 2007.
• Faculty also showed a vast increase in their
  perceived level of service.

21
Areas of Concern

• Significantly fewer users filled out the 2007
  survey compared with 2005 (708 vs. 425)
• Same day as Virginia Tech tragedy
• Undergraduates saw a decrease in the perceived
  level of service.
• Library as a Place category is highly important
  to undergraduates and had a significant decrease
  in perceived level of service from 2005 to 2007
• Another cause for concern stems from the
  Information Control category for faculty
• The level of service for information control is
  simply approaching their minimum accepted level.

22
Recommendations

• Create additional journal holdings for each
  discipline.
• Designate a 15-minute computer area on main
  floor.
• Constant reminders about noise levels.
• i.e. Computer pop-up windows and signs
• Integrate University 101 class with a library
  introduction program to create awareness of all
  the resources the library has to offer.