Comment Sifting: A Practical Approach to LibQUAL+ Comment Analysis Michael Luther, Assessment Librarian, Kennesaw State University ABSTRACT The qualitative.

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Comment Sifting: A Practical Approach to LibQUAL+ Comment Analysis Michael Luther, Assessment Librarian, Kennesaw State University ABSTRACT The qualitative analysis of text is among the most significant assessment challenges. In 2013, the Horace W. Sturgis Library of Kennesaw State University conducted the LibQUAL+ survey, receiving 1,653 open-ended comments. In a homegrown approach to comment analysis, the Sturgis Library targeted specific facets of the library operation (chat, ILL, etc.) to analyze in depth. Keywords and synonyms were identified, comments containing these terms were evaluated, and a document known as a mini report summarized the analysis for each facet. This poster presents a practical and methodical technique for converting large amounts of text into actionable, qualitative analysis. MINI REPORT STRUCTURE FINDINGS OF INTEREST Comments on the Graduate Library renovation were very positive, but a close look at graduate student comments reveals displeasure that undergraduates use their space. Strength of interlibrary loan seems related to weakness of the collection. Commenters frequently expressed a reliance on (and an occasional resentment of) ILL. Faculty contributed only 8% of the survey responses, but made 71% of the comments about ILL. ADVANTAGES Progress is incremental Focuses on priorities Maintains transparency Easily shared up the ranks Saves time and money Managed by 1 or more staff DISADVANTAGES Findings may be missed Excel probably not ideal Still takes time Suitable for small comment pools? The Mini Report: A Breakdown CONCLUSIONS This methodology allowed the Horace W. Sturgis Library to: 1.Contextualize quantitative LQ survey data 2.Discover nuances within the data 3.Form insight into how patrons experience the library. The methodology worked well, but could be improved upon. I would be pleased to hear from colleagues who adopt or adapt the mini report model: ACKNOWLEDGEMENTS The author wishes to thank Chris Sharpe, Government Documents Librarian at the Sturgis Library, for his invaluable work on this project User GroupnRespondent %n Undergrad % % Graduate % % Faculty % % Staff673.61%543.27% Library Staff40.22%120.73% Other20.11%30.18% Total1, %1, % # OF COMMENTS BY USER GROUP: 2011 & 2013 Words Investigated # of Relevant Occurrences # of Unique Comments/Total “Owl Space”4138/1574 Owlspace76/1574 Owl nest11/1574 Owl Expres11/1574 basement1818/1574 “Bottom floor”44/1574 Ground11/1574 Total77367/1574 Mini Report Section 1: Quantitative Summary LibQUAL respondents referred to OwlSpace (or its synonyms) a total of 73 times. The response was very positive. The word “love” was used on 15 occasions to indicate either feelings about OwlSpace, desire to have additional spaces like OwlSpace (Ex- “I’d love more areas on campus like OWL Space” [#2]), or to describe the study rooms in OwlSpace. Other adjectives used include: “great” (#4, 10, 13, 16, 19, 20, 22, 27, 52, 56, 58), “enjoy” (#41, 51, 60), “nice” (#18), “inspired” (#28), and “favorite” (#8). Fourteen respondents highlighted the value of OwlSpace for group study (#8, 15, 16, 23, 24, 32, 38, 45, 53, 57, 58, 59, 64, 66). Several respondents also placed a value on an “open” space (#8, 23, 28, 46). #User GroupDisciplineAgeSexComment 10 Undergraduate: Fifth year and above Performing & Fine Arts Female Am loving the new study areas on the floors. The basement is great to continue studying while getting a bite to eat. awesome idea. 11 Undergraduate: First year Social Sciences / Psychology Female I was very surprised at all of the equipment the library entails. I am constantly in Owl Space doing homework and am very pleased with the hours the library offers. 13 Undergraduate: First yearScience / Math Female I always have good experiences in the library. I especially love the owl space in the basement- it's a great place to study where I can stay focused in an environment without the dusty books…… 14 Undergraduate: First yearBusiness Male I would love it if more private rooms were added to the owl space. Mini Report Section 3: Comments in Context Sort by User Group. Highlight keywords in context. Omit irrelevant occurrences. Complaints about loud chatting in the library should be excluded from a report about chat services. Read lots of comments, make guesses to identify synonyms. OwlSpace is on the ground floor, hence: “ground”, “basement”. Gives a sense of the weight to the facet. Use paragraphs to group themes or to separate positive from negative aspects of a comment. Index specific comments in section 3. Multiple references give weight to a term or idea. Mini Report Section 2: Qualitative Summary (Partial)