old.libqual.org Exploring Appreciative Inquiry and the University Summit Concept as Frameworks for Following up on your LibQual+(tm) Data Joan Cheverie, Georgetown University Libraries Martha Kyrillidou, ARL Positive Organizational Scholarship Washington, DC November 8-9, 2004 old.libqual.org

“22 items and a box” Martha Kyrillidou Association of Research Libraries Positive Organizational Scholarship Washington, DC November 8-9, 2004 old.libqual.org

ARL New Measures Initiative Collaboration among member leaders with strong interest in this area Specific projects developed with different models for exploration Intent to make resulting tools and methodologies available to full membership and wider community

old.libqual.org “22 items” items56-items25-items22-items Affect of Service Service Affect ReliabilityLibrary as Place ReliabilityPersonal Control Information Control Provision of Physical Collections Self-RelianceInformation Access Access to Information

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Survey Structure – Page 2 (Detail View)

old.libqual.org Key to Radar Charts

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Key to Bar Charts

old.libqual.org LibQUAL+™ 2004 Summary Colleges or Universities American English (n = 69,449)

old.libqual.org The Box About 40% of participants provide open-ended comments, and these are linked to demographics and quantitative data.

old.libqual.org Exploring Appreciative Inquiry Positive Organizational Scholarship Washington, DC November 8-9, 2004 Joan Cheverie Lauinger Library Georgetown University old.libqual.org

Appreciative Inquiry (AI) A positive revolution in change.

old.libqual.org What is Appreciative Inquiry? AI is a methodology that allows leaders to focus on the positive instead of the negative. Rather than focusing on problems, AI elicits solutions.

old.libqual.org What is Appreciative Inquiry? Change Management theory - What problems are we having? Appreciative Inquiry theory - What is working around here?

old.libqual.org Problem Solving Model Identify problem Analyze causes Brainstorm solutions and analyze Develop action plans Assumption: An organization is a problem to be solved.

old.libqual.org Appreciative Inquiry Appreciating and valuing - What is Envisioning - What might be Discussing - What should be Innovating - What will be Assumption: An organization is a mystery to be embraced.

old.libqual.org Appreciative Inquiry Model

old.libqual.org How To Do It Begin with the topic. –If what we focus on is magnified by our attention, be sure we are magnifying something worthy. Create the questions to explore the topic. –Focus on questions that will find out what works.

old.libqual.org The Art of the Question What’s the biggest problem around here? Rather ….. What possibilities exist that we haven’t thought about yet? What’s the smallest change that could make the biggest impact?

old.libqual.org Basic Elements of the AI Question Positive introduction to the topic. Then questions such as: –Describe peak experience or high point –Things valued most about the experience –Image of desired future

old.libqual.org What Makes AI Questions Important? Positive language used Focus attention Create energy to answer Opportunity to think creatively Break automatic thinking about problems Alter internal dialogue and storytelling Specific positive future envisioned

old.libqual.org How To Do It Conduct the inquiry or interview. What to do with the information generated. –Share with larger group to discover common themes of success. –An iterative process that takes time.

old.libqual.org Next Steps Provocative proposition –Does it stretch, challenge, innovate? –Grounded in examples? –Does it bridge the best of “what is” and “what might be”? –Is it stated in affirmative, bold terms? Provocative proposition moves from individual will to group will, which achieves more than the sum of the individuals.

old.libqual.org Remember … Appreciative Inquiry does not work as a technique within the problem-solving model. Appreciative Inquiry is a transformative process because it helps us derive the future from reality.

old.libqual.org The Transforming Nature of AI We can see it, we know what it feels like, and we move to a collective, collaborative view of where we are going. Unlike other methodologies that can be recipes, the results are invented with experience that lead to innovation and to action.

old.libqual.org Resources The Appreciative Inquiry Commons ( Cooperrider, David L., et al Appreciative Inquiry Handbook. Bedford Heights, OH: Lakeshore Communications, Inc. Hammond, Sue Annis The Thin Book of Appreciative Inquiry. Bend, OR: Thin Book Publishing Co. Whitney, Diana, et al Encyclopedia of Positive Questions. Euclid, OH: Lakeshore Communications, Inc.