LibQUAL+ at The University of Alabama: The Rest of the Story Lou Pitschmann, Dean University Libraries, UA January 17, 2007

WHAT WE HAVE LEARNED Maximizing the process Maximizing the process Initiating a conversation, not a report card Initiating a conversation, not a report card Preparing the best response Preparing the best response Going beyond the findings Going beyond the findings

Maximizing the process Demographics Demographics Ideal: cross-section of user community Ideal: cross-section of user community Reality: Reality: 59% undergrads 59% undergrads 25% grad students 25% grad students 11% faculty 11% faculty 5% other 5% other 22% science & engineering 21% social science 15% business 6% humanities

Maximizing the process Pre-Survey Hype Pre-Survey Hype Faculty and Students Faculty and Students “Can I really win an i-Pod?” “Can I really win an i-Pod?” Deans, VPs Deans, VPs “Survey? What survey?” “Survey? What survey?” “My faculty think the library is good enough.” “My faculty think the library is good enough.” “Can library employees participate?” “Can library employees participate?” In general, high level of interest & enthusiasm In general, high level of interest & enthusiasm

Maximizing the process Post-Survey Outcomes Post-Survey Outcomes “Show me the results!” “Show me the results!” “Too much information!” “Too much information!” “They don’t understand!” “They don’t understand!”

“Show me the results!” Faculty and students eager to know survey findings Faculty and students eager to know survey findings Expected short turnaround on findings Expected short turnaround on findings Expected change Expected change

“Too much information!” Learning curve once results are in hand Learning curve once results are in hand Allot sufficient time and staff to assessment process Allot sufficient time and staff to assessment process Timeline – 1or 2 months Timeline – 1or 2 months Summary findings to Summary findings to Campus Campus Library faculty and staff Library faculty and staff

“They don’t understand!” Conversation, Not a Report Card Initial response Initial response “We’re already doing that.” “We’re already doing that.” “We can’t do that.” “We can’t do that.” “They always say that.” “They always say that.” “They don’t stand.” “They don’t stand.” Expect surprises Expect surprises Users’ (Mis)Perceptions Users’ (Mis)Perceptions …are a reality …are a reality …need to be addressed …need to be addressed

From Reaction To Action Changed name of assessment committee Changed name of assessment committee Modified the charge Modified the charge Changed composition of membership Changed composition of membership Associate Deans Associate Deans Public Services and Technical Services Public Services and Technical Services “Numbers people” “Numbers people” Accountability Accountability

Sample Findings “Too many books are missing or misshelved.” “Too many books are missing or misshelved.” “You have nothing in my field.” “You have nothing in my field.” “Your Webpage is impossible.” “Your Webpage is impossible.” More e-journals, books, print journals More e-journals, books, print journals “I can never find anything.” “I can never find anything.” “Too much noise.” “Too much noise.” “Uncomfortable seating” “Uncomfortable seating”

Selected Actions 2005 “Too many books are missing or misshelved.” “Too many books are missing or misshelved.” Conducted inventories Conducted inventories Fine-tuning process for handling lost or missing volumes Fine-tuning process for handling lost or missing volumes Suppressed records in OPAC Suppressed records in OPAC

Selected Actions 2005 “Your Webpage is impossible.” “Your Webpage is impossible.” Assigned clear responsibility for maintaining all pages Assigned clear responsibility for maintaining all pages Conducted a Website usability study Conducted a Website usability study Implemented Google Scholar Implemented Google Scholar Implementing WebFeat (federated search) Implementing WebFeat (federated search)

Selected Actions 2005 Addressed noise Addressed noise Created silent study areas Created silent study areas Established cell phone policy Established cell phone policy Improved comfort levels Improved comfort levels Created mix of furniture types Created mix of furniture types Increased soft seating Increased soft seating

Selected Actions 2005 More e-journals, books, etc. More e-journals, books, etc. Refined approval plan Refined approval plan Working to be more responsive to users’ requests Working to be more responsive to users’ requests Continuing to add new titles Continuing to add new titles Address new faculty needs Address new faculty needs