LibQUAL and the Library Summit Concept London February 3, 2006

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LibQUAL and theLibrary Summit
ConceptLondonFebruary 3, 2006

• Fred Heath
• Vice Provost and Director, University of Texas
  Libraries
• fheath_at_austin.utexas.edu

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You Have your Libqual Data Now What?
The Library Summit
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Why Assess?

• Because our bosses demand it Libraries are
  expensive.
• Because our accrediting agencies require it.
• Because our customers deserve to be listened
  to.
• Because we want to repair our deficits and
  adapt to evolving behaviors.

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Libraries Remain a Credible Resource in 21st
Century

98 agree with statement, My library contains
information from credible and known sources.
Note. Digital Library Federation and Council on
Library and Information Resources. (2002).
Dimensions and Use of the Scholarly Information
Environment.
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It aint your grandmothers libraryany more

• Speed of change no longer incremental
• Rate of change is transformational

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Changing Behaviors

• Anecdotal indicators
• Operational evidence
• Research information

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everyone in class tried to get those articles
on line and some people didnt even bother to to
to the stacks when they couldnt Google them.
Graduate
Student
NYT Online 6/21/04
(Katie Hafner, Old search engine in
the
the library
tries to fit into a Google world)
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Reference Decrease
Note. M. Kyrillidou and M. Young. (2002). ARL
Statistics 2000-01. Washington, D.C. ARL, p.7.
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Searches for Online JournalsUT Austin Libraries
2002-2004 Monthly
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Total File Requests - UT Austin Libraries
2000-2003
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Changing Behaviors

Recent Survey Only 15.7 agreed with the
statement The Internet has not changed the way I
use the library.
Note. Digital Library Federation and Council on
Library and Information Resources. (2002).
Dimensions and Use of the Scholarly Information
Environment.
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Faculty Dependence on Electronic Resources
Will Increase
I will become increasingly dependent on
electronic research resources in the future.
http//www.arl.org/arl/proceedings/144/guthrie_fil
es/guthrie.ppt
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Research Behavior Personal Control

When searching for print journals for research

• Only 13.9 ask a librarian for assistance
• Only 3.2 consider consulting a librarian a
  preferred way of identifying information

Note. Digital Library Federation and Council on
Library and Information Resources. (2002).
Dimensions and Use of the Scholarly Information
Environment.
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LibQUAL Reasons for being

• To answer necessity for assessment
• To detect rapid shifts in information-seeking
  behavior
• To facilitate reallocation of resources from
  traditional services and functions

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Peer Assessment

• University of Texas Libraries compares favorably
  to peers
• University of Washington
• University of Wisconsin Madison
• UCLA
• Ohio State University
• University of Minnesota Twin Cities

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Adequacy GapThe difference between the minimum
and perceived score
LibQUAL
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• Information Control scores. UT hadhigher
  perceived scores than did the peer group.
• UT had a larger adequacy gap and a significantly
  smaller superiority gap than did the peer groups.

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Constituent Groups

• What are the differences we can recognize by
  constituent group?
• Undergraduate
• Graduate Students
• Faculty
• Library Staff

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Constituent Groups

• What are the differences we can recognize by
  constituent group?
• Undergraduate
• Graduate Students
• Faculty
• Library Staff

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Consider Discipline Differences

• Are there statistically different behaviors by
  discipline to which we need to respond?

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• Humanities (N 103)
• Humanities had significantly lower perceived
  scores for Library as Place
• (Humanities 6.15 other UT 6.565).
• The adequacy gap for Affect of Service was
  marginally higher
• (Humanities 1.089 other UT 0.778).

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• Engineering Computer Science (N 112)
• Respondents from Engineering and Computer Science
  had significantly lower minimum
• (E CS 5.771
• other UT 6.230) standards for Affect of Service
  and Information Control (E CS 6.462
• other UT 6.742). The perceived rating for
  Information Control was also significantly lower
  (E CS 7.979
• other UT 8.188).
• The adequacy gap was significantly larger for
  Affect of Service (E CS 1.197 other UT
  0.757)
• and overall (E CS 0.939 other UT 0.607).

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What next?
the Library Summit
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Clemson University Libraries
Clemson University
Clemson University Libraries
Clemson University

The Clemson Summit Concept Concept
initiated by President Summits are organized
around a university function Bring university
constituents together to focus on one area
Take the leap!
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Why hold a Library Summit?
Discuss current state of library service
quality Generate fresh ideas for change and
improvement from the University community Gather
qualitative data for strategic planning process
from external constituents Allowed me as a new
Vice Provost to strategically engage the entire
academic community
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Summit Overview
Modeled after Clemson University Libraries
Summit Invited representatives from campus
community President Faulkner opened the
Summit Major opinion makers, critics Participant
information packet
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Summit Overview, contd
Facilitated roundtable discussions focused on
service quality dimensions How to improve where
service quality is currently below users
expectations or deteriorating over time Focus on
how to not cant do
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Summit Agenda
900 1000 AM Introductory Remarks (Dr.
Faulkner) Purpose of Summit (Dr.
Heath) Brief Introduction to LibQUAL
Expected Outcomes 1000 1100 AM
Roundtable 1 1100 noon Roundtable
2 noon 100 PM Lunch
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Summit Checklist
Statistical analysis Focus group
facilitators Participants Invitations and
information packet Event coordination Survey
comments Adequacy Gaps Community feedback
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Roundtable Discussions
Discussions organized around LibQUAL
dimensions Choose different topic for each
session Innovative and constructive solutions
from your perspective Negative gaps danger
zones Focus on how to not cant
do Facilitator library staff roles
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After the Summit
Analyze and sort focus group data Items
assigned to appropriate AD for implementation Tim
elines set and posted to web site Communicate
changes to University community on ongoing basis
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Service Quality Assessment and Improvement Site
http//www.lib.utexas.edu/vprovost/assessment/inde
x.html LibQUAL results and analyses Library
Summit info and focus group data Improvement
projects and timetables
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Service Quality Assessment and Improvement Site
http//www.lib.utexas.edu/vprovost/assessment/inde
x.html LibQUAL results and analyses Library
Summit info and focus group data Improvement
projects and timetables
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Major Themes Library as Place
Coffee bar in both PCL and UGL The library to
more actively enforce cell phone and noise
policies Fewer and more clearly defined service
points in PCL and UGL More couches and
comfortable chairs in all library
facilities Ubiquitous wireless access in all
library facilities more power Longer business
hours in a number of library facilities Better
photocopiers with additional functionality Both
quiet spaces and areas where you can talk and
work in groups
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Major Themes Affect of Service
Library staff to be friendly, courteous and
approachable The library to better market
services to the University community Better
access to subject specialists Library staff to
be more proactive, to roam the library looking
for opportunities to help users and to more
actively promote services to faculty and
departments
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Major Themes Personal Control
More services and notifications accessible online
through the library web site, UT Direct and
email The library web site and UTNetCAT to
function more like Google and Amazon.com with
additional personalization, seamless linking and
alert services Well-designed, easy-to-use
searching and help interfaces on the library web
site and UTNetCAT More accessible instruction in
how to use library resources both online and
in-person Books and other materials to be
delivered to campus addresses
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SFX MetaLib
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What we learned
Providing negative information from LIBQUAL
results was very positive (Psychology
disconfirming expectancy An organization that
makes its weaknesses public and asks for advice
gains positive regard Participants tend to take
ownership of their ideas Input from Summit
participants provides richer and more detailed
data for management decision making
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Next step Staff Library Summit
Alternate years between community and staff
library summits Focus on middle managers and
supervisors Reinforce holistic idea of
customer service and the need for constant
improvement Gain valuable feedback from staff
about improving services
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Trends Access to Information by Status
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Alignment of values

• Can we be sure that our priorities, values
  correctly align with those of our constituents?
• If a case for misalignment can be made, what can
  we do to align ourselves more effectively?

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