Using the LibQUAL+ Survey to Inform Strategic Planning Patricia Andersen, Assessment and Access Services Librarian and Christine Baker, Special Formats Metadata Librarian Arthur Lakes Library, Colorado School of Mines December 2018

Introduction and Background Strategic Planning Impetus Process (January – May 2017) History of LibQUAL+ Survey at Mines (2003 – 2018) Inclusion of local questions related to strategic initiatives Analysis of 2018 LibQUAL+ Survey data and comments Connections to Strategic Plan observed Could Survey data be used to assess relevance and achievement of the library’s Strategic Plan goals? In-depth analysis of data and comments connections to Plan

Strategic Plan Goals (Arthur Lakes Library 2017): 1. Enhance the user experience. 2. Cultivate and strengthen information competencies. 3. Dynamically respond to users’ resource needs. 4. Expand outreach and engagement. 5. Become the campus nexus for scholarly communication. 6. Commit to career development for all library staff. 7. Formalize library development.

LibQUAL+ Survey comments : analysis, findings, observations 703 Survey respondents – 283 provided comments: 22 faculty, 73 graduate students, 188 undergraduates Adapted Brown University Library’s “Methodology for Coding Qualitative Data (User Comments)” (Brown University Library 2005) Analyzed multiple ways Category (use, web site, online content, furnishings, hours, etc.) LibQUAL+ Survey dimension (Library as Place, Information Control, Affect of Service) (Association of Research Libraries 2018, 20) User group: Faculty – online content, customer service Graduate students – online content, ambiance, use Undergraduates – use, ambiance

LibQUAL+ Survey comments continued… Use: “references to how the user works and uses (or would like to work and use) the physical space. It is also used to refer to the overall quality of the work environment” (Brown University Library 2005, 2). Ambiance: “references to environment and atmosphere of the library, often an ambiguous emotional comment” (Brown University Library 2005, 2). - includes quiet and noise comments Goal 1. Enhance the user experience (includes access and research services, physical space, digital environment) Building renovation – Building Advisory Committee (B.A.C.) document (Buljung 2018) Work and study space – collaborative and individual Comfort - furnishings, lighting, temperature Outlets and computers More tech in study rooms (presentations)

LibQUAL+ Survey comments – connections to Goals 3, 4, and 6 Goal 3. Dynamically respond to users’ resource needs Undergraduates – happiest with collections and e-resources Faculty and graduate students – more negative than positive comments Goal 4. Expand outreach and engagement Social media! Campus events! Marketing & Communication! Some positive comments addressing new services, technology, new resources Goal 6. Commit to career development for all library staff Customer service, professional development

Core Questions and Local Questions The Strategic Plan goals and initiatives were examined and links drawn to LibQUAL+ Survey core questions and the Local questions. Used the superiority mean for questions to show trends over the last three LibQUAL+ Surveys in 2011, 2014 and 2018 and indicate improvements or problems in services. Local questions were specific to the 2018 survey and developed in the light of the Strategic Plan.

Local Questions 2018 Comparison of Undergraduate, Graduate and Faculty Superiority Mean One question shows positive superiority mean for graduate and undergraduate students on one question shows a positive superiority mean only for graduate students. Positive reinforcement Goals 4 to expand outreach and engagement & Goal 5 Become the campus nexus for scholarly communication.

How the LibQUAL+ Survey core questions linked to the Library’s Strategic Plan goals The Strategic Plan Goal to Enhance the User Experience is addressed in the Affect of Services questions 4-9 and most of the Information Control questions. The Strategic Plan Goal to Commit to Career Development for all Library Staff is informed by most of the Affect of Services questions concerning customer service. The Strategic Plan Goal to Expand Outreach and Engagement is related to one question in Affect of Service.

Undergraduate Perceived vs. Desired - Affect of Service Shows trends in both positive and negative areas. The positive results for dealing with users in a caring fashion and willingness to help users are address in Goals to Enhance the User Experience and Goal 6 to Commit to Career Development for staff. The low points on the graph relate to Goals 1 and 6

Graduate Perceived vs. Desired - Affect of Service Overall improvements for graduate students except for dependability in handling users’ service problems. Both questions Employees who are consistently courteous and Dependability in handling users’ service problems are reflected in Goal 1 Enhance the user experience and Goal 6 Career development for staff

Undergraduate Perceived vs. Desired - Information Control Similar trend for all three surveys. Easy to use access tools that allow me to find things on my own shows a lower rating, this is part of Goal 1 to Enhance the User Experience and Goal 3 to Dynamically respond to users’ resource needs. Developers of our new webpage will be holding focus groups to get feedback next semester.

Graduate Perceived vs. Desired - Information Control Similarly the last three surveys have followed a predictable trend, with Easy to use access tools that allow me to find things on my own showing lower results for 2018..

Conclusions The comments from the LibQUAL+ Survey confirmed our understanding of our users needs especially concerning the library building. Both data and comments from the LibQUAL+ Survey are helpful in assessing the relevance and achievement of the Library’s current Strategic Plan goals. Focus groups and other methods of assessment will be needed to provide further information to enhance and clarify our current Strategic Plan. The 2018 local questions should be repeated to provide insight for current and future strategic planning initiatives. Many of our strategic initiatives were in early stages at the time of the most recent LibQUAL+ Survey – future surveys may better reflect the progress made by the Library’s strategic initiatives.

References Arthur Lakes Library. “Arthur Lakes Library : Mission, Vision, and Values, 2017-2020 Strategic Plan. May 2017. https://3a2vzv37nkuw3esf6a3u2t7s-wpengine.netdna- ssl.com/library/wp-content/uploads/sites/64/2017/12/Arthur-Lakes-Library-Strategic- Plan-Objective-Version.pdf Association of Research Libraries/Texas A&M University. LibQUAL+ 2018 Survey : Colorado School of Mines. Washington, D.C.: Association of Research Libraries, 2018. Association of Research Libraries/Texas A&M University. LibQUAL+ 2014 Survey : Colorado School of Mines. Washington, D.C.: Association of Research Libraries, 2014. Association of Research Libraries/Texas A&M University. LibQUAL+ 2011 Survey : Colorado School of Mines. Washington, D.C.: Association of Research Libraries, 2011.

References Brown University Library LibQUAL+ User Assessment Group. “Methodology for Coding Qualitative Data (User Comments), Brown University Library LibQUAL+ Survey 2005: Summary of Findings and Analysis.” Accessed March 1, 2018, http://www.libqual.org/documents/admin/BrownU_2005_LQ_qual_method.pdf Buljung, Brianna. “Comments of note for the BAC – LibQUAL+ 2018.” Handout, Golden, Colorado, 2018. Dunn, Lisa. “Focusing on the Library, Pt. 3 : LibQUAL.” Presentation, Golden, Colorado, 2013.

Contact information: Patricia Andersen email: panderse@mines.edu Christine Baker email: chbaker@mines.edu Arthur Lakes Library Colorado School of Mines Golden, Colorado