1. Project web site: old.libqual.org LibQUAL+™ from a Technological Perspective: A Scalable Web-Survey Protocol across Libraries Spring 2003 CNI Task Force Meeting Washington, DC April 28 - 29, 2003 Jonathan D. Sousa Technical Applications Development Manager Association of Research Libraries Fred Heath Dean of the University Libraries Texas A&M University

2. Session Goals Introduce LibQUAL+™ Discuss its rapid growth and its requirements Explain its current hardware and software configuration Present some of the challenges we have faced Demonstrate how we have met those challenges in this project What to do with all of this wonderful data

3. The Problem of Assessment in Research Libraries ARL Membership Criteria Index variables emphasize inputs, primarily expenditures To rise in the ARL Index it is only necessary to spend more No demonstrable relationship between expenditures and service quality Lack of metrics describing performance

4. LibQUAL+  Description LibQUAL+  is a research and development project undertaken to define and measure library service quality across institutions and to create useful quality-assessment tools for local planning.

5. LibQUAL+  Background An ARL/Texas A&M University joint developmental effort based on SERVQUAL –A. Parasuraman, L. Berry, V. Zeithaml in 1985 LibQUAL+  initially supported by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) Initial project established an expert team, regrounded concepts, and designed survey methodology

6. LibQUAL+  Project Goals Establishment of a library service quality assessment program at ARL Development of web-based tools for assessing library service quality Development of mechanisms and protocols for evaluating libraries Identification of best practices in providing library service

7. Survey Design Considerations Three scales exploring optimal, minimal, and actual service levels Twenty-five questions clustered around four dimensions Survey covers a sample of targeted user population Data illuminates gap between desired level of service and perception of experience

8. Survey Process Web-based survey hosted at a centralized location Each participating institution receives a URL with a unique code embedded When individuals take the survey, they see a version tailored to their institution and situation Results are compiled, analyzed, and distributed by the LibQUAL+™ team at the end of the survey run

9. Survey Structure – Page 1

10. Survey Structure – Page 2 (Full View)

11. Survey Structure – Page 2 (Detail View)

12. Survey Structure – Page 3

13. LibQUAL+™ Growth

14. Rapid Growth in Other Areas 4 Languages –American English –British English –French –“Dutch English” 7 Consortia –Each has 5 local questions added to the survey 7 Types of Institutions –Academic Health Sciences –Academic Law –Academic Military –College or University –Community College –Public –State

15. Software Database: –SQL Server 2000 from Microsoft Programming Language: –ColdFusion MX from Macromedia Data Analysis Software: –SPSS Report Production Software: –Crystal Reports

16. LibQUAL+™ Survey Database

17. LibQUAL+™ Site Database

18. Hardware Configuration

19. Technological Challenges of LibQUAL+™ 1.Administration of the Project 2.Compatibility with platforms and browsers 3.Flexibility / Complexity of survey itself 4.Local network limitations / Caching 5.Data analysis and distribution These challenges have been met by…

20. Online Administration System

21. Technological Challenges of LibQUAL+™ 1.Administration of the Project 2.Compatibility with platforms and browsers 3.Flexibility / Complexity of survey itself 4.Local network limitations / Caching 5.Data analysis and distribution These challenges have been met by…

22. Variety of Browsers Used in 2002 Frequency of Browser/Platform/Network Cache Combination in 2002 Survey Data:

23. Client-side Versus Server-side Programming Javascript Cookies Data Validation “Interactivity” Dynamic Page Creation Data Processing Data Storage Data Validation

24. Technological Challenges of LibQUAL+™ 1.Administration of the Project 2.Compatibility with platforms and browsers 3.Flexibility / Complexity of survey itself 4.Local network limitations / Caching 5.Data analysis and distribution These challenges have been met by…

25. Flexible Database Structure / Online Management Tools

26. Technological Challenges of LibQUAL+™ 1.Administration of the Project 2.Compatibility with platforms and browsers 3.Flexibility / Complexity of survey itself 4.Local network limitations / Caching 5.Data analysis and distribution These challenges have been met by…

27. Network, Caching Local network problems remain a persistent issue with no clear solution other than liaison education Network caching has steadily diminished as a problem as the survey has been shortened Certain areas of the country remain “hotspots” for network issues

28. Technological Challenges of LibQUAL+™ 1.Administration of the Project 2.Compatibility with platforms and browsers 3.Flexibility / Complexity of survey itself 4.Local network limitations / Caching 5.Data analysis and distribution These challenges have been met by…

29. Data Analysis and Report Production The process has been streamlined by generating reports directly from the database No perfect solution here since our needs are both aesthetic and analytical and few software packages address both aspects well Constantly reevaluating our deliverables and how they are produced to look for ways to improve

30. Trove of Data – How Do We Use It? Longitudinal analysis – across years of survey data Online analysis tools Web Services and XML

31. LibQUAL+™ Resources Website: old.libqual.org old.libqual.org Publications: old.libqual.org/publications old.libqual.org/publications Events and Training: old.libqual.org/events old.libqual.org/events Email: jonathan@arl.org fheath@tamu.edu jonathan@arl.org fheath@tamu.edu