1. Using LibQUAL+ to Rethink Public Services June 2003

2. Amy Knapp University of Pittsburgh AKNAPP@PITT.EDU

3. Agenda What we learned about/via the process of our involvement 2000-2003. What we learned about/via the process of our involvement 2000-2003. Specifically, how our library has used the data (qualitative and quantitative) to enhance library services based on your users' perspectives. Specifically, how our library has used the data (qualitative and quantitative) to enhance library services based on your users' perspectives. Additionally, because of our position as a LibQUAL+ repeater, I ’ ll share what our users' responses to those changes have been - as reflected by: Additionally, because of our position as a LibQUAL+ repeater, I ’ ll share what our users' responses to those changes have been - as reflected by: subsequent LibQUAL+ data subsequent LibQUAL+ data by experiences by experiences

4. Before you begin You have to be committed to change You have to be committed to change You have to be committed to listening You have to be committed to listening Not defensively Not defensively Using LibQUAL+ as tool for communication Using LibQUAL+ as tool for communication You have to be prepared to use LibQUAL+ as an assessment tool not as tool for comparison to others You have to be prepared to use LibQUAL+ as an assessment tool not as tool for comparison to others

5. Before you get started … Establish who will be doing what. Establish who will be doing what. Establish timeline that works best for your institution. Establish timeline that works best for your institution. Establish process for handling user questions, requests. Establish process for handling user questions, requests. Publicity and staff awareness Publicity and staff awareness

6. Launching the survey Writing the perfect invitational memo Writing the perfect invitational memo Working with IT on set-up. Working with IT on set-up. Expect some glitches. Be flexible! Expect some glitches. Be flexible! Addressing comments/responses. Addressing comments/responses.

7. Dealing with the data You ’ ve asked them, now listen! You ’ ve asked them, now listen! Resist the temptation to be defensive! Resist the temptation to be defensive! Interpreting the data. Interpreting the data. Where to begin … Where to begin … As many places, we first addressed the worst As many places, we first addressed the worst Subsequent years try to close the gaps between (what I call) good and great Subsequent years try to close the gaps between (what I call) good and great

8. Dealing with the data Thinking creatively about how to address major issues and concerns: Thinking creatively about how to address major issues and concerns: Complete runs of journal titles Complete runs of journal titles Library as Place Library as Place Communication Communication Resist the temptation to use it as a comparison with others. Resist the temptation to use it as a comparison with others. It ’ s really about your users and their needs. It ’ s really about your users and their needs.

9. Using the data over time to assess change As a repeat participant we were able to use our data to measure the impact of changes we made based on user input. As a repeat participant we were able to use our data to measure the impact of changes we made based on user input. Library as Place Library as Place Document Delivery — waiting to see! Document Delivery — waiting to see! Communicate to users (and staff!) your commitment to continuous improvement. Communicate to users (and staff!) your commitment to continuous improvement.

10. The rethinking process Largest LibQUAL+ implementation. Largest LibQUAL+ implementation. Charged with determining what our users need and implementing services to meet those needs. Charged with determining what our users need and implementing services to meet those needs. Worked with Julia Blixrud of ARL to develop a process. Worked with Julia Blixrud of ARL to develop a process. Analyzed LibQUAL+ data over time. Analyzed LibQUAL+ data over time. Used this data to inform focus groups. Used this data to inform focus groups.

11. Focus group process Twelve groups of faculty, undergrads, graduate students for all disciplines. Twelve groups of faculty, undergrads, graduate students for all disciplines. Asked ten questions regarding nature and frequency of use, and satisfaction with library resources and services. Asked ten questions regarding nature and frequency of use, and satisfaction with library resources and services. Questions based on LibQUAL+ data. Questions based on LibQUAL+ data.

12. What we found  Value competent, knowledgeable in-person assistance  Lack awareness of library resources and services. Although users are generally pleased with resources available, they expressed concern regarding keeping up with pace of information resources added to the collections  Appreciate electronic resources and the convenience of desktop access  Many faculty and students, especially in the humanities, continue to rely on print resources.

13. Recommendations Libraries to Go! Libraries to Go! Digital reference service Digital reference service Increase library instruction Increase library instruction Renewed emphasis on public service training Renewed emphasis on public service training Undergraduate initiatives: Undergraduate initiatives: Peer-to-peer library consultants Peer-to-peer library consultants Undergraduate Information Commons Undergraduate Information Commons Wireless laptop project Wireless laptop project

14. Conclusions Obvious--we took the findings and redesigned services to meet our user needs. Obvious--we took the findings and redesigned services to meet our user needs. Less obvious--communicated too our staff and users our commitment to solicit user input and use it to design library resources and services. Less obvious--communicated too our staff and users our commitment to solicit user input and use it to design library resources and services. Where do we go from here? Where do we go from here?

15. LibQUAL+ “ LibQUAL measures dimensions of perceived library quality; that is, each survey question is part of a broader category and scores within those categories are analyzed in order to derive more general information about library users ’ perceptions of service ”

18. “It would be great if you could provide as a repeat participant, the UPitt experience. Specifically, how your library has used your data (qualitative and quantitative) to enhance your library services based on your uers' perspectives. Additionally, because of your unique position as a repeater, if you could share what your users' responses to those changes have been - either as reflected by subsequent LibQUAL+ data or by anecdotal stories or both. I think this audience would really benefit from your experience. Attached is a preliminary agenda to give you an idea about the workshop content and activity.”

19. LibQual 2002 Additionally refined to reflect information gathered from 2000 and 2001 surveys and input from libraries Additionally refined to reflect information gathered from 2000 and 2001 surveys and input from libraries 25 Questions 25 Questions Measured 4 separate dimensions including: Measured 4 separate dimensions including: Service Affect Service Affect Library as Place Library as Place Personal Control Personal Control Information Access Information Access