How to participate in LibQUAL+ and effectively utilise the data

Further analysis conducted at Cranfield Campus library results –Results notebook recreated for each campus library Results by discipline Detailed analysis of comments (time consuming++) Longitudinal analysis Internal benchmarking External benchmarking –SCONUL & ARL average –Peer-to-peer

Campus Library Results

Overall CU Results 2005

Overall DCMT Results 2005

DCMT Results 2005 Question TextDCMT Superiority Mean DCMT Desired Ranking Making electronic resources accessible from my home or office A library Web site enabling me to locate information on my own Easy-to-use access tools that allow me to find things on my own The main texts and readings I need for my work The electronic information resources I need Library space that inspires study and learning Print and/or electronic journal collections I require for my work Making information easily accessible for independent use Modern equipment that lets me easily access needed information Timely document delivery / interlibrary loan The printed library materials I need for my work A haven for study, learning, or research Availability of subject specialist assistance

DCMT Results 2005 Question TextDCMT Superiority Mean DCMT Desired Ranking Quiet space for individual work Library staff who instill confidence in users Dependability in handling users' service problems Library staff who have the knowledge to answer user questions Library staff who understand the needs of their users Space for group learning and group study Library keeping me informed about all of its services Willingness to help users Giving users individual attention A comfortable and inviting location Readiness to respond to users' enquiries Provision of information skills training Library staff who deal with users in a caring fashion Library staff who are consistently courteous

Results by Discipline

Business and Management

Computer Science

Comment Analysis

Comments Received Comments received overall Results grouped by topic Catalogued by: –Dimension –Discipline –User group (Undergrad / Postgrad etc.) –Sex –Age

Comment Analysis

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

Longitudinal Analysis

Year-on-Year Change

Changes over three years

Internal Benchmarking

Affect of Service Information Control Library as Place Overall

External Benchmarking

Peer-to-Peer Benchmarking

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

Utilising the data - results Presentations –Learning centre staff –Senior management Web pages Displayed on notice boards Focus groups created to tackle specific issues raised by survey findings

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

Making the most out of your 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

Find Benchmarking Partners

Accessing other institutions’ results You can access all 2006 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

LibQUAL+ Analysis Service Basic overall summary for a campus = ½ a day per campus Full campus report = 1.5 days per campus Additional subject analysis = 1.5 hours per subject

Acknowledgements Selena Lock, R&D Officer, Cranfield University All SCONUL and ARL LibQUAL+ Participants

J. Stephen Town Director of Knowledge Services Defence College of Management and Technology Deputy University Librarian Cranfield University