UVic Libraries 2008 LibQUAL+ Survey Prepared for the UVic Senate Committee on Libraries

UVic’s LibQUAL+ history UVic has implemented LibQUAL+ in 2003, 2006, 2007 and Our next run will be Results from past LibQUAL+ surveys have influenced changes such as: – Addition of the BiblioCafé, and study space in the new Mearns Centre for Learning, – Earlier opening hours and later closing hours, – Separation of distinct study areas by noise level, – More laptops for loan (new service at Music & Media) – Expansion of Learning Commons workstations

LibQUAL Samples, responses and rates GroupSampleResponse (n) Response Rate Undergrads2, % Grads1, % Faculty %

Response comparisons to past years User Group SamplenRateSamplenRateSamplenRate UG 2, % 2, %2, % GR 1, % 1, %1, % FAC 1, % % % Why were response rates lower in 2008?  LibQUAL was administered in the fall semester, not in spring, as was done in the past. Conclusion ? Run LibQUAL+ in the spring for best response rates.

How responses are measured… EXAMPLE 1 3 numbers are calculated: 1.The desired mean 2.The perceived mean 3.The minimum mean 5 7 8

5 4 How responses are measured… EXAMPLE 2 3 numbers are calculated: 1.The desired mean 2.The perceived mean 3.The minimum mean 7

Core Questions Summary

Comparison of Core Questions Summaries

Undergraduate Core Questions

Core Questions Comparison: Undergraduate

Graduate Core Questions

Core Questions Comparison: Graduate

Faculty Core Questions

Core Questions Comparison: Faculty

Top 10 Overall Topics 1.Libraries website 2.Service 3.Building 4.Study space 5.Print collection 6.Computers 7.Hours 8.Electronic collection 9.Noise 10.Printers/copiers

Most evocative topics 1.Libraries website 2.Noise and related study space 3.Study space / group study space unrelated to noise 4.Service

Libraries website Written comments showed concern about the new website in terms of: 1.Basic navigation 2.Search defaults 3.Selecting databases 4.Locating items 5.Accessing journal articles Data show that the libraries website is falling below users’ minimum level of service

Service Written comments mixed: 65% positive and 35% negative. Data show that respondents’ minimum expectations are exceeded, but desired service levels are not fully met. Undergraduates very slightly more satisfied than graduate students. Faculty’s desired level of service exceeded for two questions (AS-3 and AS-8).

Building/Study space/Noise/Hours The Mearns addition =  ! Library as place successes: – Grad students: LP-5 – Faculty: All Library as Place questions: LP1-5! Students want more quiet individual study space. Students also want more group study rooms, later fall term closing hours and earlier weekend opening hours.

Electronic and print collections Variable user satisfaction with collections (written comments): – Electronic: 43% pleased, 57% displeased – Print: 26% pleased, 64% displeased As in past years, print / electronic collections are not meeting users’ minimum levels. But consider the results of other analyses: – Faculty satisfaction unrelated to collections budget. – Issues partially related to searching and access.

Computers / Printers and copiers More printers needed? – More enforcement of 5-minute printing stations? – Lack of awareness of the third printer? (No.) Respondents overall very pleased with computer terminal quality. Difficulty accessing computers due to heavy use. Timeout issues with copiers? (Rectified.)

Where to from here? Our recommendations Priority-setting: Address areas of greatest concern first. Accountability: Respondents will be waiting to see what changes are implemented. Data and comments collected will provide input to the updated Libraries’ Strategic Plan.