Effectively utilising LibQUAL+ data J. Stephen Town

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

Campus Library Results

Overall CU Results 2007

Two Campus Results from CU, 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

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

Results by Discipline

Computer Science Business & Management

Exploring Issues

Making electronic resources accessible from my home or office

Comment Analysis

Comments Comments received overall Results grouped by topic Topics standardised year-on-year 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 the years

Internal Benchmarking

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 –Library 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 2007 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 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,

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