1. How to participate in LibQUAL+ and effectively utilise the data

2. Further analysis conducted at Cranfield Campus library results –Results notebook recreated for each campus library Results by discipline Detailed analysis of comments (time consuming++) Longitudinal analysis Internal benchmarking External benchmarking –SCONUL & ARL average –Peer-to-peer

3. Campus Library Results

4. Overall CU Results 2005

5. Overall DCMT Results 2005

6. DCMT Results 2005 Question TextDCMT Superiority Mean DCMT Desired Ranking Making electronic resources accessible from my home or office -1.269 A library Web site enabling me to locate information on my own -1.132 Easy-to-use access tools that allow me to find things on my own -0.9310 The main texts and readings I need for my work -0.88 1 The electronic information resources I need -0.747 Library space that inspires study and learning -0.7122 Print and/or electronic journal collections I require for my work -0.715 Making information easily accessible for independent use -0.7116 Modern equipment that lets me easily access needed information -0.656 Timely document delivery / interlibrary loan -0.59 14 The printed library materials I need for my work -0.4917 A haven for study, learning, or research -0.4820 Availability of subject specialist assistance -0.44 23

7. DCMT Results 2005 Question TextDCMT Superiority Mean DCMT Desired Ranking Quiet space for individual work -0.3724 Library staff who instill confidence in users -0.3513 Dependability in handling users' service problems -0.2512 Library staff who have the knowledge to answer user questions -0.234 Library staff who understand the needs of their users -0.2315 Space for group learning and group study -0.1227 Library keeping me informed about all of its services -0.07 25 Willingness to help users -0.078 Giving users individual attention -0.0218 A comfortable and inviting location 0.0021 Readiness to respond to users' enquiries 0.023 Provision of information skills training 0.11 26 Library staff who deal with users in a caring fashion 0.1819 Library staff who are consistently courteous 0.2811

8. Results by Discipline

9. Business and Management

10. Computer Science

11. Comment Analysis

12. Comments Received 2005 205 Comments received overall Results grouped by topic Catalogued by: –Dimension –Discipline –User group (Undergrad / Postgrad etc.) –Sex –Age

13. Comment Analysis

14. 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 31 - 45 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 31 - 45 Male Does not apply / NA

15. Longitudinal Analysis

16. Year-on-Year Change

17. Changes over three years

18. Internal Benchmarking

19. Affect of Service Information Control Library as Place Overall

20. External Benchmarking

22. Peer-to-Peer Benchmarking

23. Utilising the data - results Reports –To senior management –To Library User committees –Quality department –Academic departments –Supporting departments (Computing) –For annual report –Newsletters –Inspectorate

24. Utilising the data - results Presentations –Learning centre staff –Senior management Web pages Displayed on notice boards Focus groups created to tackle specific issues raised by survey findings

25. Utilising the data - free text comments Communicated to Library staff Notice boards Web pages Reports to management and committees

26. Making the most out of your data

27. 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

28. Find Benchmarking Partners

29. Accessing other institutions’ results You can access all 2006 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

30. LibQUAL+ Analysis Service Basic overall summary for a campus = ½ a day per campus Full campus report = 1.5 days per campus Additional subject analysis = 1.5 hours per subject

31. Acknowledgements Selena Lock, R&D Officer, Cranfield University All SCONUL and ARL LibQUAL+ Participants

32. J. Stephen Town Director of Knowledge Services Defence College of Management and Technology Deputy University Librarian Cranfield University j.s.town@cranfield.ac.uk