LibQUAL+ Data for Learning Commons Focus Groups University Libraries Assessment Committee

LibQUAL+ Data

Satisfaction Percentage Since LibQUAL+ provides six separate numbers for each measure, it is easier to translate it. Satisfaction Percentage = Adequacy Gap / Zone of Tolerance This score is thereby a function of all six scores

LibQUAL+ Data for Focus Groups Library as Place (5 questions) Affect of Service (9 questions) Information Control (9 questions) “Graduate dilemma” All benchmarked against Association of Research Libraries (ARL) averages

Norlin Users

Sample Comments This is a critique of Norlin. The facilities including the study areas, chairs and tables are incredibly outdated and the chairs are uncomfortable. The tables are nice and large, but the chairs are a hodgepodge of apperently all of the chairs that haven't completely broken down since the 1970's. Also, it's not really that quiet. Also, there need to be more outlets for laptops, and more quiet private study areas that don't smell bad. Those individual study areas near the coffee shop and upstairs are old and stink. Also, the coffee shop is great, it would be better if they served real lattes and not the yucky machine lattes, but the real problem is that it is never open. Also, why does the library close over breaks, I'm still here looking for a place to study. It would also be nice if there was some enforcement of the policy prohibiting talking loudly on cell phones, especially in the stair wells. I like the talking study area downstairs, but more private group study areas would be nice. The mac lab has computers that break down often, but other than that it is fine and the staff is helpful. The PC lab is dark and it makes it difficult to use. Lighting needs to be added.

Library as Place Summary Undergraduates – Want more “community space” Graduates – Want more “quiet space” Faculty – Want more of both, but primarily “quiet space”

Implications for Focus Groups: Place Explore the “communal” versus “individual” study space issue – How can the “neighborhoods” be leveraged to provide both?

Norlin Users

Sample Comments The worst service I've had is this year from the [student assistants]. It's like those kids are on drugs! Library employees are fantastic, espec. bibliographers and ILL staff. The WONDERFUL bibliographers do their absolute best with the limited budget resources.

Affect of Service Summary Undergraduates – Want more “individual attention” Graduates – Are fairly satisfied with Norlin service, but do want more knowledgeable staff Faculty – Want more knowledgeable staff

Implications for Focus Groups: Service What is “individual attention” to graduates and faculty? What sorts of staffing models can provide both “one desk” and “expert” services? How can item location be facilitated? – Stacks, print, electronic

The Graduate Dilemma Graduate enrollment has declined 11% in 9 years, and the campus wants to reverse direction General scores for undergrads have improved and are now just about on pace with ARL averages General scores for faculty are low, but trending in the right direction General scores for graduates were on pace, but declined significantly between 2004 and 2006— WHY???

Core Dimensions

WHY? What parts of the LibQUAL+ dimensions are most telling of what graduate students perceive as lacking?

Graduate Students

Okay Since there is such a strong tie between building and collection, you would expect this would be tied to print material It is, especially for humanists, but it is also true for electronic resources….

Graduate Students

Correlations Branch UsersNorlin Users The printed library materials I need for my work Pearson Correlation.146(*)-.146(*) Sig. (2-tailed).039 N 201 The electronic information resources I need Pearson Correlation.175(*)-.175(*) Sig. (2-tailed).010 N 214

Okay But these Norlin users are mostly humanists, right?

Norlin Users

Okay But these scientists are mostly chemists and biologists, right?

Norlin Scientists

So…. It’s true of all Norlin users.

Grad Students: Norlin Users

Graduate Dilemma Summary Regardless of discipline, graduate users of Norlin are displeased with the place and the collection, and there is something significant about this relationship. – This is mostly true for print and humanists (but also electronic) – And mostly true for electronic and scientists (but not really print) – For grad students, the Commons is not just about place, but about collections

Implications for Focus Groups: Graduate Dilemma How can the Commons be promoted to Graduates and Faculty? Explore relationship between place and collections – How can the Commons promote collections? Humanists and scientists?