LibQUAL+ and Beyond: Using Results Effectively 23 rd June 2008 Dr Darien Rossiter

Cranfield University at DCMT, Shrivenham Postgraduate University 22 year contract with MOD for academic services 1000 military and civilian students Subject range - defence, management and technology

DCMT Library

Why LibQUAL+ LibQUAL+ meets our need to measure service quality and benchmark our performance 2003 –First user survey since late nineties –Aim to measure and evaluate performance 2005 –Approaching contract negotiations, results help inform future strategy 2006 –DCMT Library runs LibQUAL+ to measure impact of library move and launch of the Information Literacy tutorial 2007 –Cranfield University runs LibQUAL+ as part of the Charter Mark process 2008 –DCMT Library runs LibQUAL+ to help inform strategic review

2008 New Organisational Context Academic departments restructured Academic provision yearly review by the MOD Central services review by the University

LibQUAL+ at Cranfield 2008 Shrivenham campus only in 2008 Later launch date - five weeks from the end of April to the end of May 2008 One optional question change –Old - Teaching me how to locate, evaluate, and use information –New - Making me aware of library resources and services

Other Performance Measurement Activities in 2008 Focus group –Looking at opening hours and the Digital Library, informing the local survey. Local questionnaire run in parallel with LibQUAL+ –Questions addressing specific local issues Opening hours The Digital Library Off-campus survey –Exploring the question “Making electronic resources accessible from my home or office”

Using Lib Qual + Effectively DCMT Overall 2007

DCMT Results 2007 IDQuestion Text Superiority Mean Desired Rank IC-1Making electronic resources accessible from my home or office IC-4The electronic information resources I need IC-2A library Web site enabling me to locate information on my own IC-8Print and/or electronic journal collections I require for my work IC-6Easy-to-use access tools that allow me to find things on my own IC-3The printed library materials I need for my work LP-1Library space that inspires study and learning LP-2Quiet space for individual work IC-5Modern equipment that lets me easily access needed information LP-4A haven for study, learning, or research IC-7Making information easily accessible for independent use AS-5Library staff who have the knowledge to answer user questions AS-9Dependability in handling users' service problems

Using Lib Qual + Effectively Results by Campus Results by Discipline Longitudinal Analysis Benchmarking (Internal and External) Comment Analysis Exploring Issues

Two Campus Results

Longitudinal Analysis Yearly Comparison

External Benchmarking

Using the Data Secondary analysis conducted on LibQUAL+ results to exploit the data Used in combination with other information sources –Statistical counts –User comments –Other surveys

Five-Year Trends – Library as Place Dramatic rise in desired and mean scores for “Space for group learning and group study”

Five Year Trends Library Environment

Staff Support

Library Web Site

Access Tools

Utilising the data - results Reports Presentations –Library staff –Senior management Web pages Displayed on notice boards

Issues for consideration - High quality, detailed data Limited administration required to implement the survey Benchmarking and longitudinal capability Respectability Quick turn around of basic results and excel files Real-time access to comments

Issues for consideration Fixed “position” question, categories do not suit our situation Average of 35% complete the survey after opening it –Interface off putting? –Complexity? Wording of optional questions do not meet our needs exactly Unable to add specific questions on local issues Further analysis of data requires specialist skills and staff time

Survey Fatigue Surveys conducted in 2008: –LibQUAL+ –Local Questionnaire –Off Campus usage survey –Student satisfaction survey –SERCO Survey –Staff satisfaction survey University now reviewing survey use by departments with an aim of having a more centralised approach.

Conclusion Additional analysis critical to exploit the value of the tool LibQUAL+ continues to be a strong marketing tool for Cranfield University

Dr Darien Rossiter Director of Knowledge Services Cranfield University Defence College of Management and Technology Tel: +44 (0)