LibQUAL and Beyond: Using Results Effectively

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LibQUAL and BeyondUsing Results Effectively

• 23rd June 2008
• Dr Darien Rossiter

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Cranfield University at DCMT, Shrivenham

• Postgraduate University
• 22 year contract with MOD for academic services
• 1000 military and civilian students
• Subject range - defence, management and
  technology

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DCMT Library
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Why LibQUAL LibQUAL meets our need to measure
service quality and benchmark our performance

• 2003
• First user survey since late nineties
• Aim to measure and evaluate performance
• 2005
• Approaching contract negotiations, results help
  inform future strategy
• 2006
• DCMT Library runs LibQUAL to measure impact of
  library move and launch of the Information
  Literacy tutorial
• 2007
• Cranfield University runs LibQUAL as part of the
  Charter Mark process
• 2008
• DCMT Library runs LibQUAL to help inform
  strategic review

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2008 New Organisational Context

• Academic departments restructured
• Academic provision yearly review by the MOD
• Central services review by the University

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LibQUAL at Cranfield 2008

• Shrivenham campus only in 2008
• Later launch date - five weeks from the end of
  April to the end of May 2008
• One optional question change
• Old - Teaching me how to locate, evaluate, and
  use information
• New - Making me aware of library resources and
  services

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Other Performance Measurement Activities in 2008

• Focus group
• Looking at opening hours and the Digital Library,
  informing the local survey.
• Local questionnaire run in parallel with LibQUAL
• Questions addressing specific local issues
• Opening hours
• The Digital Library
• Off-campus survey
• Exploring the question Making electronic
  resources accessible from my home or office

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Using Lib Qual EffectivelyDCMT Overall 2007
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DCMT Results 2007
ID Question Text Superiority Mean Desired Rank
IC-1 Making electronic resources accessible from my home or office -0.79 3
IC-4 The electronic information resources I need -0.73 1
IC-2 A library Web site enabling me to locate information on my own -0.72 5
IC-8 Print and/or electronic journal collections I require for my work -0.62 2
IC-6 Easy-to-use access tools that allow me to find things on my own -0.58 5
IC-3 The printed library materials I need for my work -0.56 6
LP-1 Library space that inspires study and learning -0.56 16
LP-2 Quiet space for individual work -0.54 18
IC-5 Modern equipment that lets me easily access needed information -0.50 7
LP-4 A haven for study, learning, or research -0.39 15
IC-7 Making information easily accessible for independent use -0.32 4
AS-5 Library staff who have the knowledge to answer user questions -0.09 10
AS-9 Dependability in handling users' service problems -0.06 11
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Using Lib Qual Effectively

• Results by Campus
• Results by Discipline
• Longitudinal Analysis
• Benchmarking (Internal and External)
• Comment Analysis
• Exploring Issues

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Two Campus Results
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Longitudinal AnalysisYearly Comparison
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External Benchmarking
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Using the Data

• Secondary analysis conducted on LibQUAL results
  to exploit the data
• Used in combination with other information
  sources
• Statistical counts
• User comments
• Other surveys

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Five-Year Trends Library as Place

• Dramatic rise in desired and mean scores for
  Space for group learning and group study

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Five Year TrendsLibrary Environment
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Staff Support
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Library Web Site
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Access Tools
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Utilising the data - results

• Reports
• Presentations
• Library staff
• Senior management
• Web pages
• Displayed on notice boards

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Issues for consideration -

• High quality, detailed data
• Limited administration required to implement the
  survey
• Benchmarking and longitudinal capability
• Respectability
• Quick turn around of basic results and excel
  files
• Real-time access to comments

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Issues for consideration

• Fixed position question, categories do not suit
  our situation
• Average of 35 complete the survey after opening
  it
• Interface off putting?
• Complexity?
• Wording of optional questions do not meet our
  needs exactly
• Unable to add specific questions on local issues
• Further analysis of data requires specialist
  skills and staff time

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Survey Fatigue

• Surveys conducted in 2008
• LibQUAL
• Local Questionnaire
• Off Campus usage survey
• Student satisfaction survey
• SERCO Survey
• Staff satisfaction survey
• University now reviewing survey use by
  departments with an aim of having a more
  centralised approach.

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Conclusion

• Additional analysis critical to exploit the value
  of the tool
• LibQUAL continues to be a strong marketing tool
  for Cranfield University

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Dr Darien RossiterDirector of Knowledge
ServicesCranfield UniversityDefence College of
Management and TechnologyTel 44 (0)1793
785481Email d.rossiter_at_cranfield.ac.uk
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