LibQUAL+TM : A Total Market Survey

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Presentation transcript:

LibQUAL+TM : A Total Market Survey 26-27 January 2003 Philadelphia, Pa Project web site www.arl.org/libqual/

The Association of Research Libraries Mission: Shaping and influencing forces affecting the future of research libraries in the process of scholarly communication. Members: 124 major research libraries in North America. Ratios: 4% of the higher education institutions providing 40% of the information resources. Users: 3 million students and faculty served. Expenditures: $2.35 billion annually, $727 million for acquisitions of which 16% is invested in access to electronic resources. www.arl.org ASSOCIATION OF RESEARCH LIBRARIES

The Problem of Assessment in Academic Libraries Traditional statistics emphasize inputs, expenditures, acquisitions, holdings, etc. National Rankings are often misleading No demonstrable relationship between expenditures and service quality The lack of metrics describing outcomes: success from the user’s point of view

ARL New Measures Initiative Collaboration among member leaders with strong interest in this area Specific projects developed with different models for exploration Intent to make resulting tools and methodologies available to full membership and wider community

ARL New Measures Projects Demonstration project for service effectiveness measures (LibQUAL+) Project to define usage measures for electronic information resources (E-Metrics Project) Standardized Assessment of Information Literacy Skills (SAILS): a joint development effort led by Kent State with IMLS funding Investigation of role libraries play in support of the research process Investigation of role libraries can play in campus learning outcomes activities Identification of cost-drivers and development of cost-benefit studies

LibQUAL+™ Project Goals Improvement of mechanisms and protocols for evaluating libraries Development of web-based tools for assessing library service quality Identification of best practices in providing library service Establishment of a Service Assessment Capability at ARL

LibQUAL+ Outcomes Securing information that contributes meaningfully to planning and improvement efforts at a local level Providing analytical frameworks that institutional staff can apply without extensive training or assistance Helping decision-makers understand success of investments Finding useful inter-institutional comparisons

LibQUAL+ Resources • An ARL/Texas A&M University joint developmental effort based on SERVQUAL. • LibQUAL+ initially supported by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) • Initial project established a expert team, re-grounded SERVQUAL concepts, and designed survey methodology • Survey conducted at over 200 libraries resulting in a data base of over 78,000 user responses • NSF funded project to refocus LibQUAL+ on the National Science Digital Library (NSDL)

LibQUAL+TM Team ARL TAMU Duane Webster Fred Heath Martha Kyrillidou Consuella Askew Waller Jonathan Sousa Amy Hoseth Julia Blixrud Dru Mogge TAMU Fred Heath Colleen Cook Bruce Thompson Yvonna Lincoln Trey Thompson Julie Guidry

LibQUAL+TM Participants 316 Participants Year 3 Year 2 164 Participants Year 1 43 Participants Year 0 12 Participants Spring 2000 Spring 2001 Spring 2002 Spring 2003 For More Information about Participants: Visit old.libqual.org

Closure LibQUAL+ methodology focuses on success from the users point of view (outcomes) LibQUAL+ demonstrates web based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense LibQUAL+ requires limited local survey expertise and resources Analysis available at local and inter-institutional levels Lots of opportunities for using demographics to discern user behaviors

Relationships: perceptions, service quality and satisfaction ….only customers judge quality; all other judgments are essentially irrelevant” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.