The Oxford experience – pluses and minuses Mike Heaney Oxford University Library Services 26 December 2018 OULS

What Oxford did Two surveys 2003 LibQual+ Infopoll US-centred Comparative data across institutions Not Oxford-specific Infopoll Our own survey Lots of demographics Lots of opportunity to comment 26 December 2018 OULS

Setting up the surveys Identical procedure for each Cleared procedure with Data Protection, Oxford anti-spam precautions Used University email addresses (everybody has one), categorised by status Used pseudo-random sampling – every nth name: First name: Libqual+ survey Second name: Infopoll survey Third name: Libqual+ reserve Fourth name: Infopoll reserve 26 December 2018 OULS

Promulgating the surveys Email only, University academic members only (staff and students) Four mailshots (one a week) apparently from Director: Preannouncement Announcement Reminder ‘Thanks’ (really another reminder) 26 December 2018 OULS

Results of email shots 99% emails delivered – reserves not used Did not have sufficient data to isolate academic members with total accuracy Everybody got all the emails Did not think UK audience would tolerate the further reminders Libqual+ advocates 26 December 2018 OULS

Responses to surveys Infopoll: Libqual+: Why the difference? Libqual+ rejects some responses People objected to 3x9-button responses (scrolling) Libqual+ did not correspond to Oxford situation 26 December 2018 OULS

Oxford situation Subjects ‘The Library’ HESA list not known to users Difficulties with e.g. ‘Combined studies’ ‘The Library’ University has 100+ libraries (too many to list) Users typically use 3 or 4 Experiences are different in each 26 December 2018 OULS

Presenting the Results Radar graphs are very expressive Need to be explained simply: ‘Closer to the rim means more important’ ‘Red is bad’ ‘The more blue the better’ ‘Green means you’re overdoing it’ Actual figures and tables important for benchmarking 26 December 2018 OULS

Results: All 26 December 2018 OULS

Results: UG 26 December 2018 OULS

Results: PG 26 December 2018 OULS

Results: Staff 26 December 2018 OULS

Outcomes from Libqual+ The 3rd dimension is invaluable The benchmarking against SCONUL &c can be useful Oxford outscores SCONUL average on provision of materials and library as place Oxford outscores SCONUL average on ‘feelgood’ issues (just) Oxford underperforms on opening hours Oxford academics are less satisfied with access to/presentation of e-resources 26 December 2018 OULS

What else to do Get the spreadsheets!: Analyse the comments: About 1,000 statements ‘Overall excellent but x,y,z are wrong’ Present the results to users 26 December 2018 OULS

Personal control Personal control = Access to information No intermediaries ‘the staff are generally helpful and knowledgable but otherwise it would take me a long time to find things on my own’ ‘staff were mainly friendly and knowledgeable, but I did not find the library intuitive’ No barriers Security … Officiousness … Procedures (e.g. photocopying) Disturbances (noise) Smooth the way Helpfulness … Knowledgeability… Friendliness 26 December 2018 OULS

Other things readers like Technological competence (and don’t like its absence) Specialist knowledge Knowledge of your reading room/library 26 December 2018 OULS

…and finally ‘The staff in the Central Bodleian's Map Room, occasionally outperform their duties. N---- J---- is a god-like genius. His shirt and tie combos are always a highlight, and his willingness to help is always a credit to your library. … Without the Map Room, my life would just be an empty void.’ 26 December 2018 OULS