2004 Overview LibQUAL+™ Results Meetings Martha Kyrillidou Jonathan Sousa Association of Research Libraries Brighton, UK Orlando, FL July 7, 2004 June 26, 2004 old.libqual.org

LibQUAL+™ Growth old.libqual.org

LibQUAL+™ 2004 by the Numbers Num. of Institutions Completed Surveys Valid Surveys Total 202 112,551 107,069 American English 169 86,195 81,852 College or University 121 74,660 70,839 Academic Law 23 4,244 4,160 Academic Health Sciences 12 4,077 3,761 Hospital 7 1,113 1,024 Community College 3 771 725 Family History 1 784 796 Smithsonian Institution 459 461 Public 87 86 British English 22 22,039 21,530 18 20,517 20,056 European Business 4 1,522 1,474 Swedish 5 3,034 2,430 Swedish English 2 92 French Canadian 458 442 Continental French 335 334 Dutch 328 329 Dutch English 70 66 ARL 57 33,035 31,494 old.libqual.org

Participants by type Years Type 2000 2001 2002 2003 2004 Academic law   Years Type 2000 2001 2002 2003 2004 Academic law 1 23 Academic military 6 College or university 13 41 111 244 146 Community college 16 29 3 European business 5 Family history library Health sciences library 35 12 Hospital 10 New York Public library Public 4 Smithsonian State TOTAL 42 164 308 202 old.libqual.org

Participants by language   Years Language 2000 2001 2002 2003 2004 American English 13 42 164 285 170 British English 20 21 Continental French 1 Dutch Dutch English French Canadian 2 Swedish 5 Swedish English TOTAL 308 202 old.libqual.org

LibQUAL+™ Languages old.libqual.org

Consortium Participants by Number   Years Consortium 2000 2001 2002 2003 2004 AAHSL 35 21 12 AJCU 19 CES 6 EBSLG 5 Hospital/MLA 7 Independent 13 41 72 118 107 MERLN NAAL 10 1 NY3Rs 76 Oberlin 8 OhioLINK 57 45 SCONUL 20 16 State Universities of Florida University of Wisconsin System 14 old.libqual.org

International Participants Country 2000 2001 2002 2003 2004 Australia   1 Canada 3 4 8 9 Denmark Egypt France Ireland Netherlands Sweden Switzerland 2 U.A.E. UK 20 16 old.libqual.org

Multiple Implementations 2004 - Institutions with more than one implementation, with two languages: Con. Fr. Br. E. D. D.E. S. S.E. Can. Fr. A.E. HEC School of Management X   Wageningen University and Research Centre Göteborg University Library, Economics Library Lund Institute of Technology 2004 - Institution with more than one implementation, but only one language: Medicinska biblioteket SU/Mölndal Medicinska biblioteket SU/Östra Kliniska centralbiblioteket SU/Sahlgrenska 2003 - Institutions with more than one implementation, with two languages: University of Ottawa old.libqual.org

Perceived Levels of Service old.libqual.org

Satisfaction old.libqual.org

Outcomes old.libqual.org

On-Site Library Use old.libqual.org

Use of Library Website old.libqual.org

Non-Library Search Engine Use old.libqual.org

2004 LibQUAL+™ Survey Activity old.libqual.org

Survey Structure – Page 2 (Detail View) old.libqual.org

LibQUAL+™ 2004 Summary Overall (n = 105,185) old.libqual.org

Key to Bar Charts old.libqual.org

Key to Radar Charts old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities American English old.libqual.org

LibQUAL+™ 2004 Summary Academic Law Institutions American English old.libqual.org

LibQUAL+™ 2004 Summary Academic Health Sciences American English old.libqual.org

LibQUAL+™ 2004 Summary Hospitals American English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Undergraduates - American English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Graduates - American English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Faculty - American English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Staff - American English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities British English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Undergraduates - British English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Postgraduates - British English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Academic Staff - British English old.libqual.org

LibQUAL+™ 2004 Summary Colleges or Universities – Staff - British English old.libqual.org

LibQUAL+™ 2004 Summary – ARL - College or University American English old.libqual.org

LibQUAL+™ 2004 Summary EBSLG (n = 2,185) old.libqual.org

LibQUAL+™ Interactive – Survey Statistics old.libqual.org

LibQUAL+™ Interactive – Institution Statistics old.libqual.org

LibQUAL+™ Interactive – Multi-Variable Statistics old.libqual.org

Discussion Understand how to interpret radar charts, bar charts, and identifying differences among user groups Identify immediate actions your library can take to improve the service quality scores Identify long-term actions that your library can take to improve library services old.libqual.org

Short-term actions Improve DD, scan articles, ILL, usability Proxy servers, marketing, db of the month, report to faculty, communication, usability Other methods to talk/listen to users Publicize data and use of information Enlist outside help, outreach/communicat.. Share info with the staff, DD Use library faculty comm. old.libqual.org

Strategies - Actions Confirming expectations Disconfirming expectations perceptions Disconfirming perceptions old.libqual.org

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LibQUAL+™ Resources LibQUAL+™ Website: http://www.libqual.org Publications: http://www.libqual.org/publications Events and Training: http://www.libqual.org/events LibQUAL+™ Bibliography: http://www.coe.tamu.edu/~bthompson/servqbib LibQUAL+™ Procedures Manual: http://www.libqual.org/Information/Manual/index.cfm old.libqual.org

LibQUAL+™ Contact Information Martha Kyrillidou Director, Statistics and Measurement Program martha@arl.org Amy Hoseth LibQUAL+™ Communications Coordinator amyh@arl.org Jonathan D. Sousa Technical Applications Development Manager jonathan@arl.org old.libqual.org