Listening to the Customer: Using Assessment Results to Make a Difference

22 Johnson & Wales University Multiple Campuses –North Miami –Providence –Denver –Charlotte Business, Culinary Arts, Hospitality Career-Oriented

33 Assessments LibQUAL+ (conducted system-wide in 2003/2004) Annual Surveys – Charlotte (from 2004/ Present) SAILS – Charlotte (from 2007/2008 – Present) SWOTs (with staff) – Charlotte (from 2005 – Present)

44 Min.Des.Perc.SASS AS-1 Employees who instill confidence in users AS-2 Readiness to respond to users questions AS-3 Willingness to help users AS-4 Dependability in handling users’ service problems AS-5 Giving users individual attention AS-6 Employees who have knowledge to answer the questions AS-7 Employees who are consistently courteous AS-8 Employees who deal with users in a caring fashion AS-9 Employees who understand the needs of their users AS Average LP-1 Quiet Space for individual activities LP-2 A comfortable and inviting location LP-3 Library space that inspires study and learning LP-4 Community space for group learning and group study LP-5 A Gateway for study, learning or research LP Average LibQUAL+ Results 2003/2004 North Miami - Undergraduates

55 IC-1 Making electronic resources accessible from my home or office IC-2 A library Web site enabling me to locate information on my own IC-3 The printed library materials I need for my work IC-4 The electronic information resources I need IC-5 Modern equipment that lets me easily access the needed information IC-6 Easy-to-use access tools that allow me to find things on my own IC-7 Making information easily accessible for independent use IC-8 Print and/or electronic journal collections I require for my work IC Average LibQUAL+ Results 2003/2004 North Miami - Undergraduates

66 I feel that we should have more computers Needs more books about business Books about business and recreation topics The library website should be more widely published… Need more computers!!! I would enjoy some more literature. LibQUAL+ Results 2003/2004 North Miami – Undergraduates – Comment Samples

77 What have we done (Florida campus)? McNaughton collection Publicized business databases, partnering with CDO to emphasize databases Added computer terminals and wireless More work-study training, spread over time more More structured study room usage Created a blog and IM to emphasize online services

88 Annual Surveys (Charlotte)

99 What did we learn? Not enough accessible hours – specific needs in this regard Need for greater functionality in library computers Desire for popular fiction and movies Need for more comfortable setting and furniture Students valued quiet over access to their phones Loan periods too short in some cases

10 What have we done? Added Saturday and evening hours Added some full service PCs to the front area (provides extra access when lab in use) Added Percolator collection Added décor and soft furniture Crafted more strict noise policy Increased loan periods

11 How do they know we hear them?

12 SAILS (Standard Assessment of Information Literacy Skills) What did we learn? We are relatively “average” overall. The scores of our students were better than average on Standard 2 (accessing information effectively). The scores of our seniors were only slightly higher than average on Standard 4 (evaluating resources) despite significant efforts on our part to address this standard.

13 SAILS What did we do? We completely revamped our required IL module on evaluating resources providing additional examples (one hour session became a two hour session). We incorporated clickers into the standard two- hour session we do to test better for understanding (i.e. more formative assessment).

14 SWOT (with staff) – Sample Weaknesses (Charlotte – 2004) Non-culinary Collections: Business collection lacking in specialization and bulk; Limited physical resources in non-culinary areas and low numbers in culinary even until the other collections are phased in; Business Collection; Fashion Collection; Sports and Event Management collection; Number of books available for class projects Workstudies: Workstudy students and their lack of motivation; Poor workstudies; Limited staff – one person lost and we struggle to maintain day to day (will be worse as student body increases) Hours: Lack of Saturday and late evening hours; Reasonable but limited hours Purchasing Process: Sometimes cumbersome purchasing process; YBP takes too long sometimes

15 What have we done? More money dedicated to the business collections Greater emphasis and planning with regard to training work-study employees Additional hours - Saturday and evening hours Change to Ingram and in-house cataloging

16 Other Efforts Best/Worst exercise with students Focus groups Detailed study of IL session quiz scores

17 Contact Information Dr. Richard J. Moniz, Jr. Director of Library Services Johnson & Wales University, Charlotte Campus