LibQUAL+ Finding the right numbers Jim Self Management Information Services University of Virginia Library ALA Conference Washington DC June 25, 2007

Initial Examination Focus on the separate user categories  Faculty  Undergraduates  Graduate students Tally the number of responses  100+ needed in each category

UVa 2006 Responses per category  Faculty  Undergraduates  Graduate students – 244  Library staff -- 74

The 22 core questions Examine the notebooks  Scan results for each user category  Scan the summary charts by dimension  Rearrange the dimension charts Create thermometer graphs  Question by question  22 bars for each user category Identify the red zones

Red Zones at UVa Journal Collections  Faculty  Grad Students Website  Faculty Remote access  Grad students

Following up with Journals Who is unhappy?  Drill down by discipline and user category. Why are they unhappy?  Read the comments  Conduct targeted interviews

Among the 22 core questions, the most desired are: Faculty  Journal collections 8.60  Web site 8.49 Grad Students  Journal collections 8.61  Remote access 8.53 Undergrads  Modern equipment 8.35  Comfortable and inviting location 8.29  Space that inspires study and learning 8.29

Among the 22 core questions, the least desired are: Faculty  Community space for group learning 6.56  Quiet space for individual activities 7.03 Grad Students  Community space for group learning 6.86  Giving users individual attention 7.27 Undergrads  Giving users individual attention 7.06  Employees who instill confidence 7.30

Benchmarking with Peers: General Satisfaction Questions In general, I am satisfied with the way I am treated at the library. In general, I am satisfied with library support for my learning, research, and/or teaching. How would you rate the overall quality of the service provided by the library?

Thank you! Jim Self 