January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College LibQUAL+: What Have We Gotten Ourselves Into? Dr. Dawn Thistle Director of Library Services Assumption College

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Assumption College Emmanuel d’Alzon Library Worcester, Mass.  College: –Enrollment—2150 –Undergraduate Liberal Arts; Continuing Education; 5 graduate programs  Library: –ca. 200,000 volumes –12.5 staff –Operating budget $614,000

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Background  Great anecdotal feedback about library service—BUT needed data  Using the LibQUAL+ survey was a goal on our strategic plan for 2006  Massachusetts Board of Library Commissioners offered a small LSTA grant for academic libraries to acquire LibQUAL+ –5 libraries took advantage of this opportunity –Grants awarded Fall 2005, survey planned for Spring 2006

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College PLANNING!  Prepare for the survey –Steps outlined here at this event, on the LibQUAL+ website, in procedures manual  Marketing Plan –Survey itself –Post-survey activities

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Marketing Brainstorming  Incentive?  Theme?  Marketing Media & Venues?  Market segment approaches?

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Incentives  Video iPod—what else?!  Also: –Gift certificate to Amazon.com –Gift card to Best Buy –Gift card for iTunes

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Marketing Theme: Can we hear you now? Good!  Instead of the Verizon Test Guy, we had the LibQUAL Survey Guy!

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Identify Marketing Opportunities  Groups: –Public Affairs Office –Academic Council –Faculty Senate –Student Government –Library instruction classes –Continuing education –Graduate school  Other –Posters –Bulletin boards –Mobiles –Table in student center during meal times  Publications –Campus newspaper (articles & ads) –Campus center newsletter –Library Newsletter –Campus web –Library web –Library desktops –Powerpoint loop before instruction classes –Closed circuit TV –Table tents  Correspondence –Letters – s –postcards

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College The LibQUAL+ Plan  Start with the Survey start-date and work backwards  Include EVERYTHING, each letter, each , each activity, when it should happen and who is responsible  Include a number of activities during the survey to keep the buzz going—especially weekly reminders  Post-survey activities should be included as well, i.e. Incentive award winners, Results pamphlet, Post-survey articles, Library Summit

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Assumption LibQUAL+ Marketing Plan LibQUAL Marketing Theme: Can We Hear You Now? Dates [2/6-2/26 (3/3)]NotesOwner Don e Library Web site1/13/06informational page on the survey linked to from library front pageCaroleX January library newsletter1/23/06article on the survey - who, what, where, and WHY - WIIFMDawnX Public relations office1/23/06Heidi - send her survey link for her newsletterCaroleX Academic Council1/24/06make the announcement at meetingCaroleX Administrator's meeting1/24/06make the announcement at meetingLaurieX SGA1/29/06make the announcement at meetingDawnX Bulletin board1/30/06 DawnX Communication with CE & Grad1/30/06 DawnX Faculty Senate1/30/06make the announcement at meetingJaniceX Letter1/30/06 faculty, admin, staff - see LibQUAL mktg. booklet (students receive )DawnX Poster display1/30/06large and small posters - pic of Larry holding the iPOD (?)CaroleX Purchase Prizes1/30/06iPod, gift certificates (Nina-to get Amazon one) Dawn & Lauriex Mobiles2/1/06mobiles with LarryDawnX Tent signs2/1/06libraryLizX Connection2/3/06survey announcementJohnX Public access computers2/3/06wallpaper screen - posters Laurie/ Carole/ DawnX 2/6/06take the survey (ask Dawn to send to CE)Carole Postcards2/6/06Can we Hear You Now? - pic of iPod w/ info on backCaroleX Student postcards2/6/06iPod pic and message on backCaroleX Announce at BI sessions 2/6/06, ongoinglibrarian responsible for making announcementsAllx PowerPoint at BI sessions 2/6/06, ongoingCarole will create and presentation would run in a loopCarolex Provoc article2/8/06article written by staff writierDawnX

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Examples

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College More Examples

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College Now, the RETURNS!  Check your daily responses on the LibQUAL+ site  Read your comments (it’s addictive!)  When the survey is over, use the same methods to promote the results

January 22, 2007 ALA Midwinter, Seattle Emmanuel d’Alzon Library Assumption College QUESTIONS?  Contact information: –Dr. Dawn Thistle Director of Library Services Assumption College 500 Salisbury Street Worcester, MA