TM Project web site old.libqual.org Process Management Presented by LibQUAL+™

Presentation Goal  Identify key elements that contribute to a successful survey implementation

ARL New Measures Initiative uCollaboration among member leaders with strong interest in measurement uSpecific projects developed with different models for exploration uIntent to make resulting tools and methodologies available to full membership and wider community

LibQUAL+™ Description LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. These services are offered to the library community by ARL. The program’s centerpiece is a rigorously tested Web-based survey bundled with training that helps libraries assess and improve library services, change organizational culture and market the library

LibQUAL+ TM Project Goals  Foster a culture of excellence in providing library service  Help libraries better understand user perceptions of library service quality  Collect and interpret library user feedback systematically over time

LibQUAL+ TM Project Goals  Provide libraries with comparable assessment information from peer institutions  Identify best practices in library service  Enhance library staff members’ analytical skills for interpreting and acting on data

LibQUAL+™ Growth

LibQUAL+ TM Process as Project A Project is defined as: Non-routine series of tasks Directed toward a goal Of finite duration A way of addressing customer expectations

Project Management (PM) “...supplies project teams with a process that helps them coordinate their efforts so they may create the right product (or service, process or plan), at the right time, for the right customer, within the resource limits established by the organization.” (Martin, P. & Tate, K., 1997, p. 2)

Managing the Survey Process

Project Management Stages Problem Solving Model Definition Stage Define problem/goal Find/Identify mess or idea Planning Stage Analyze/choose Gather data/generate ideas Implementation Stage Follow-up Implement Follow-up Stage OLMS Project Management Institute, ARL Office of Leadership and Management Services

Project Management Stages LibQUAL+™ Process Definition Stage Planning Stage Implementation Stage Follow-up Evaluate performance/ follow-up Launch Survey Select liaison/gather data Determine needs for survey OLMS Project Management Institute, ARL Office of Leadership and Management Services

LibQUAL+ TM Stages What are the budgetary requirements? Who are your sample groups? What is the survey timeframe? Is it doable? What are the needs: people supplies, technology? What skills do survey liaisons or survey team members need?liaisons Definition Stage

Survey Liaisons  Prepare for survey administration  Communicate with LibQUAL+ TM teamLibQUAL+ TM team  Respond to user feedback  Work with local IT/academic computing contacts and LibQUAL+ TM team to resolve any local technical issues

LibQUAL+ TM Team  ARL Duane Webster Martha Kyrillidou Consuella Askew Jonathan Sousa Amy Hoseth Kaylyn Hipps Julia Blixrud Dru Mogge  TAMU Fred Heath Colleen Cook Bruce Thompson Yvonna Lincoln Trey Thompson Julie Guidry

Process Timeline Gather information about LibQUAL+ TM survey Determine if have appropriate resources Identify budgetary requirements if any Identify key people to act as survey liaisons/survey committee members. June/July

LibQUAL+ TM Stages Planning Stage What are the project specifications? Success criteria? Success criteria What resources are in place? What needs to be acquired? What are the tasks, the specific activities?tasks What is the survey schedule? Ending Date?

Success Criteria  Dependent on your local situation  General criteria: Data analysis yields representative and usable results

Tasks & Milestones 1.Registration 2.Human Subjects Research approval 3.Institutional Demographics questionnaire 4.Determine sample groups and sample sizes 5.Obtain addresses; establish mailing lists 6.Preview survey 7.Launch survey 8.Receive results/notebook distribution

Process Timeline AugustSeptember Register for LibQUAL+ TM related workshops Identify and initiate steps to obtain human subjects research approval from IRB October – December Register for Spring survey Subscribe to ARL- QUALITY listserv Designate survey liaison/ committee/project team Identify sample groups Identify best data source to obtain valid addresses for sample groups Meet with person(s) who will be drawing addresses to determine process feasibility Register for LibQUAL+ TM related workshops

LibQUAL+ TM Stages Implementation Stage What is your implementation plan/schedule? How will you monitor, control, obtain feedback? What is your communications plan? How will stakeholders find out about project progress? What is your contingency plan? What are possible developments and how will you handle them?contingency plan

“Plan B”  What are vulnerable areas of the project?  What specific problems might arise in these areas?  Contingent actions?

Process Timeline January Need to have IRB approval by mid- January Orientation session for participating libraries held during ALA Midwinter, Philadelphia, PA Attendance by first time participants required! Complete online demographics questionnaire & Survey preferences Survey open Draw final address samples Participants launch survey on their campuses FebruaryFebruary-March-April Survey closed to public May

LibQUAL+ TM Stages Follow-up What are the desired outcomes and success criteria you identified during the definition and planning stages? How well did the project succeed when evaluated against this criteria? Are there areas for improvement and enhancement? What did you learn that you can apply in subsequent LibQUAL+ TM survey runs?learn

Evaluation Checklist  What did we learn about scheduling?  Did the project meet its budget?  Were we successful with our communications plan?  Did we have the right resources?  What did we learn about our users?

Process Timeline JuneJuly Participants complete online post hoc survey Survey liaison/contacts complete evaluation questionnaire Survey results distributed Results meeting at ALA Annual Conference

Process Timeline August Gather information about LibQUAL+ TM survey Determine if have appropriate resources Identify budgetary requirements if any September Register for LibQUAL+ TM related workshops Identify and initiate steps to obtain human subjects research approval from IRB October – DecemberJune/July Register for Spring 2003 survey Subscribe to ARL- QUALITY listserv Designate survey liaison/committee/project team Identify sample groups Identify best data source to obtain valid addresses for sample groups Meet with person(s) who will be drawing addresses to determine process feasibility Register for LibQUAL+ TM related workshops

Process Timeline January Need to have IRB approval by mid- January Orientation session for participating libraries held during ALA Midwinter, Phildelphia, PA Attendance by first time participants is required! Complete online demographics questionnaire & survey preferences Survey open Draw final address samples Participants launch survey on their campuses Survey closed to public FebruaryFebruary -March-AprilMayJune Survey results distributed Results meeting at ALA Annual Conference July Participants complete online post hoc survey Survey liaison/contacts complete evaluation questionnaire

THANK YOU FOR YOUR INTEREST!

References Cook, C. Heath, F., & Thompson, R.L. (2000). A meta-analysis of response rates in Web- or Internet-based surveys. Educational and psychological Measurement, 60, no.6, Cook, C. & Thompson, B. (2002). “Response Rates,” Introduction to the LibQUAL+ TM Spring 2002 Aggregate Results. Washington, D.C.: Association of Research Libraries. Frame, J. D. (1987). Managing projects in organization: How to make use of time, techniques, and people. San Francisco: Jossey-Bass Publishers. Martin, P. and Tate, K. (1997). Project Management Memory Jogger. Methuen, MA: GOAL/QPC. Project Management Institute. Project management: A proven process for success. Accessed May 1, Smith, A. The fix is in. May 1, 2002.

LibQUAL+™ Resources LibQUAL+  LibQUAL+  Web Site libqual.org LibQUAL+  LibQUAL+  Bibliography Survey Participants Policies and Procedures Manual pdf