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LibQUAL 2006 at London South Bank

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Became South Bank University in 1992 and London South Bank University in 2003 ... London South Bank University. 19% Arts and Human Sciences. 31% Health and ... – PowerPoint PPT presentation

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Title: LibQUAL 2006 at London South Bank


1
LibQUAL 2006 at London South Bank

2
Peter Godwin
  • London South Bank University
  • 18 July 2006

3
LibQUAL 2006
  • London South Bank LibQUAL
  • LSBU experience

4
London South Bank and LibQUAL
  • London South Bank University
  • 2003 276
  • 2004 568
  • 2005 766
  • 2006 660

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6
London South Bank University
  • Central London new University
  • 20,775 students
  • Founded in 1892 as Borough Polytechnic,
  • Joined 4 other colleges to become South Bank
    Polytechnic in 1970
  • Became South Bank University in 1992 and London
    South Bank University in 2003

7
London South Bank University
  • 41 male, 59 female
  • 63 are 25 and over
  • 48 are part-time
  • 71 undergraduate, 24 postgraduate
  • By country of origin 40 are from overseas
  • 40 are white and 60 ethnic minorities

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9
London South Bank University
  • 19 Arts and Human Sciences
  • 31 Health and Social Care
  • 20 Engineering, Science and Built Environment
  • 23 Business, Computing and Information Management

10
LSBU 2006 experience
  • E-mail option has improved this year and most of
    the response was through this
  • Participation increased each year, until this
  • year survey fatigue?
  • Promotion of the survey around the buildings was
    good
  • Fewer filled in printed version this year

11
LSBU experience
  • 2003 was a pilot and detailed results had to be
    treated with caution
  • 2004 was valid and showed some improvements in
    satisfaction
  • 2005 showed marked improvement, with all positive
    undergraduate adequacy mean scores
  • 2006 response rate was disappointing, but results
    have validity and were surprising

12
LSBU 2003 experience
  • After 2003 survey we
  • redecorated the main library
  • installed smart new book shelves
  • put in a new Library Management System

13
LSBU 2004 experience
  • After the 2004 survey we
  • redesigned our Web site
  • made off-campus access easier
  • used floorwalkers at crucial times of the year
  • improved our guiding and maps
  • prioritised shelf tidying using special team of
    shelvers with mandatory shelf tidying each week
    for all staff
  • prioritised purchase of core above optional items
    on reading lists

14
LSBU 2005 experience
  • After the 2005 survey we
  • Revised our Web site to make it easier to
    navigate
  • Improved the marketing to PG students inc.
    special guide and fliers
  • Building on 2004 experience with floor-walking we
    made staff available on top floor at start of
    Semester 1 to help students navigate the building
  • Piloted a new help desk on journal floor on level
    1 West 11-3 throughout the year

15
2006 LSBU situation
  • Book fund was cut by 200,000 this year to
    224,000 and spending stopped in the early new
    year
  • LIS set to merge with Learning Resources Centre
    and Learning Development Centre in spring

16
LSBU LibQUAL 2006 results
  • User group composition of respondents, age and
    sex profile, FT/PT profile unchanged. Discipline
    composition similar except for substantial spike
    in health up from 29 to 41

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19
LSBU LibQUAL 2006 results
  • Overall satisfaction is slightly up with printed
    materials (IC3) and slightly down with journal
    provision (IC8)
  • Overall satisfaction with Library as Place has
    substantially deteriorated
  • In local questions availability of main texts
    for my work gets adequacy mean of -0.54, down
    from -0.39 in 2005 and availability of subject
    help still at -0.08, a slight improvement on -013
    in 2005

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22
LSBU LibQUAL 2006 results
  • UG results show remarkably similar satisfaction
    with materials print and electronic for their
    work. Results from local questions on required
    texts do show some decline in satisfaction , and
    this is almost entirely at UG level
  • With cuts in book fund this year poorer results
    were expected. However in comments vast majority
    of materials criticism comes from Health students
  • Effects of extra journal help not clear from the
    data

23
LSBU LibQUAL 2006 results
  • Library as Place is main consideration. From
    survey questions and comments it appears that
    noise is the main concern, coupled with
    inadequate physical space

24
LSBU LibQUAL 2006 results
  • Academic staff response similar to previous years
    and cannot be held to be representative. Most
    significant is less than adequate scores for IC
    and LP

25
What could be done?
  • Increase book fund, especially for Health
  • Clearer zoning of where mobiles can be used
  • Pilot new ways of giving help e.g. blogs for
    specific courses or subject groups more online
    help
  • Restrict help on other floors to busiest times
  • Engage academic staff by having individual
    interviews in their offices
  • Hold focus groups with students about study areas

26
LSBU experience
  • The instrument is comprehensive but is long and
    off-putting to fill in
  • Provides excellent information on user
    satisfaction AND can be supplemented by our own
    snap surveys e.g.this year on use of Key Text
    and Reference collections
  • Comments in the box are very valuable and
    supplement the statistical information
  • Focus Groups can follow up areas of concern

27
Comments
  • The main complaint I have about the library is
    the lack of space that is provided for studying
    alone or in groups
  • (UG Health Social Care male student 31-45)
  • I WOULD LIKE TO SAY THANK YOU TO ALL THE
    STAFF FOR THEIR OUTSTANDING CONTRIBUTION!!
  • I SALUTE YOU ALL!!!!!
  • (UG Combined studies Year 3 female student
    31-45)

28
Comments
  • It looks dirty and unclean, and doesn't inspire
    me to go
  • (PG Business
  • Male student
  • 31-45)
  • I would like the library to become a quiet haven
    to do quiet reading and research
  • (PG Applied Science FT female student 18-22)

29
What have I learned?
  • Only customers judge quality all other
    judgements are essentially irrelevant
  • (Zeithaml,V.A. Parasuman, A., Berry.L.L.
    Delivering quality)

30
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