The votes are in! What next? Introduction to LibQUAL+ Workshop University of Westminster, London 21st January 2008 Selena Killick Association of Research Libraries old.libqual.org

Results Notebooks Sections for Overall, Undergraduates, Graduates, Faculty, Staff, Library Staff include: –Demographic Summary –Core Questions Summary –Dimensions Summary –Local Questions –General Satisfaction Questions –Information Literacy Outcomes Questions –Library Use Summary Appendix describing changes in the dimensions and the questions included in each dimension.

old.libqual.org Results Results Notebooks (PDF) –Group Notebook (PDF) –Unified Notebook (PDF) –User Comments –Excel Data File SPSS data files (if requested at registration) will be ed to the primary contact two to three months after the session has closed.

old.libqual.org Reading the Charts

old.libqual.org Key to Radar Charts Key Term: Zone of Tolerance

old.libqual.org Perceived is greater than desired Perceived is greater than minimum, less than desired Perceived is less than minimum Minimum Desired Perceived Radar Chart Basics

old.libqual.org What Do the Colors Mean? Green And Blue Key Term: Zone of Tolerance

old.libqual.org What Do the Colors Mean? Red Key Term: Zone of Tolerance

old.libqual.org What Do the Colors Mean? Little Yellow Key Term: Zone of Tolerance

old.libqual.org What Do the Colors Mean? A lot of Yellow Key Term: Zone of Tolerance

old.libqual.org Understanding Your Individual Results: Thermometer Charts Key Term: Zone of Tolerance

old.libqual.org Dimension Summary Key Term: Zone of Tolerance

old.libqual.org Making the most out of your data

old.libqual.org Making the Most of the Data Further data analysis is necessary to maximise the potential of your results Initial results will provide an overview of your service Detailed analysis allows further issues to be highlighted

old.libqual.org Find Benchmarking Partners

old.libqual.org Accessing other institutions’ results You can access all 2008 participants PDF reports from the Results section of Web site All SCONUL participants agree to share their results with each other across all years, contact Selena for access Contact each other and work together to share your electronic data files (SPSS or Excel) to allow further detailed benchmarking

old.libqual.org Data in Action

old.libqual.org Further analysis conducted at Cranfield Campus library results –Results notebook recreated for each campus library Results by discipline Comparisons between PhD and Masters students Exploring specific issues Detailed analysis of comments (time consuming++) Longitudinal analysis Internal benchmarking External benchmarking –SCONUL & ARL average –Peer-to-peer

old.libqual.org Campus Library Results

old.libqual.org Overall CU Results 2007

old.libqual.org Two Campus Results from CU, 2007

old.libqual.org 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

old.libqual.org DCMT Results 2007 IDQuestion Text Superiority Mean Desired Rank LP-3A comfortable and inviting location AS-1Library staff who instill confidence in users LP-5Space for group learning and group study AS-7Library staff who understand the needs of their users AS-4Readiness to respond to users' enquiries AS-8Willingness to help users AS-6Library staff who deal with users in a caring fashion AS-3Library staff who are consistently courteous AS-2Giving users individual attention

old.libqual.org Results by Discipline

old.libqual.org Computer Science Business & Management

old.libqual.org Exploring Issues

old.libqual.org Making electronic resources accessible from my home or office

old.libqual.org Comment Analysis

old.libqual.org Comments Comments received overall Results grouped by topic Topics standardised year-on-year Catalogued by: –Dimension –Discipline –User group (Undergrad / Postgrad etc.) –Sex –Age

old.libqual.org Comment Analysis

old.libqual.org Highlighting Issues The only element that needs some work is the ability to interrogate library resources from remote desktops. Postgraduate Computing & Information Technology DCMT Library Male Full-time The new web page of the library (electronic access to various journals) is not as good or as easy to use as before. Academic Staff Electrical Engineering DCMT Library Male Does not apply / NA

old.libqual.org Longitudinal Analysis

old.libqual.org Year-on-Year Change

old.libqual.org Changes over the years

old.libqual.org Internal Benchmarking

old.libqual.org External Benchmarking

old.libqual.org External Benchmarking

old.libqual.org Peer-to-Peer Benchmarking

old.libqual.org Utilising the data - results Reports –To senior management –To Library User committees –Quality department –Academic departments –Supporting departments (Computing) –For annual report –Newsletters –Inspectorate

old.libqual.org Utilising the data - results Presentations –Library staff –Senior management Web pages Displayed on notice boards Focus groups created to tackle specific issues raised by survey findings

old.libqual.org Utilising the data - free text comments Communicated to Library staff Notice boards Web pages Reports to management and committees

old.libqual.org Tools to Help You

old.libqual.org Analytics Tool

old.libqual.org LibQUAL+ Analysis Service The possibilities for additional analysis are endless, your time may not be LibQUAL+ analysis service provides customised reports produced to your requirements Discounted pricing due to unique relationship with the ARL Contact Selena for details,

old.libqual.org LibQUAL+ Resources LibQUAL+ Website: Publications: Events and Training: Gap Theory/Radar Graph Introduction: LibQUAL+ Bibliography: LibQUAL+ Procedures Manual:

old.libqual.org Acknowledgements Fred Heath, Bruce Thompson, Colleen Cook, Martha Kyrillidou and the rest of the LibQUAL+ team Stephen Town and rest of the SCONUL Working Group on Performance Improvement All SCONUL LibQUAL+ Participants

old.libqual.org Selena Killick Research & Development Officer Cranfield University Tel: +44 (0)