1. LibQUAL+ ® & Beyond: Applying Your Survey Results & Other Performance Measures in Library Practice LibQUAL+® Canada Workshop October 24-25, 2007 Ottawa, Ontario, Canada Martha Kyrillidou, Director, Statistics and Service Quality Programs, ARL Steve Hiller, Director, Assessment and Planning, UW Jim Self, Director, Management and Information Services, UVA

2. Martha Kyrillidou, Director Statistics and Service Quality Programs Association of Research Libraries

3. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What’s in a “Library”? A word is not crystal, transparent and unchanged; it is the skin of a living thought, and may vary greatly in color and content according to the circumstances and time in which it is used. --Justice Oliver Wendell Holmes

4. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What’s in a word? What makes a quality library ? “Quality much like beauty is in the eye of the beholder”

5. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Library Assessment and its Global Dimensions Markets and people exposed to economic and social frameworks unheard of before Competing internationally Library users exposed to global forces Libraries facing similar challenges Libraries as the Internet Libraries as Google Libraries as Collaborative Spaces

6. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Library Assessment Library assessment provides a structured process to learn about our communities, their work and the libraries connection to what they do The information acquired through library assessment is used in an iterative manner to improve library programs and services and make our libraries responsive to the needs of our communities. Academic libraries do not exist in a vacuum but are part of a larger institution. Assessment within the institution may take place in individual areas as well as at the broad institutional level.

7. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Thinking Strategically About Library Futures: Some Assessment-Related Questions What is the central work of the library and how can we do more, differently, and at less cost? What important services does the library provide that others can’t? What advantages does the research library possess? How is customer behavior changing? How do we add value to our customers work? What are the essential factors responsible for library success now and in the future?

8. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Free speech wall, Charlottesville, Sept 2006

9. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 IFLA: Measuring Quality Resources, infrastructure: What services does the library offer? Use: How are the services accepted? Efficiency: Are the services offered cost- effectively? Potentials and Development: Are there sufficient potentials for future development?

10. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Assessment at ARL A gateway to assessment tools: StatsQUAL ®: –ARL Statistics -- E-Metrics –LibQUAL+ ® –DigiQUAL ® –MINES for Libraries ® Library Assessment Conferences Service Quality Evaluation Academy Library Assessment Blog Making Library Assessment Work ESP Assessment –Effective, Sustainable, Practical

11. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Assessment at CARL

12. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Assessment at SCONUL

13. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Assessment at CAUL

14. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Assessing the Value of Networked Electronic Services The MINES survey Measuring the Impact of Networked Electronic Services (MINES) - MINES for Libraries ®

15. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What Are We Measuring? Reviewing the ARL Statistics October 2005, ARL Board approved a study to: Determine if there are new ways of describing research library collections. –What is it we are currently measuring –Are they the right data –Develop alternative models Develop a profile of the characteristics of a contemporary research library Determine/develop new meaningful measures to augment current ones to support this profile

16. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Quantitative Stats (Per Bruce Thompson) Expenditure Focused Index (EFI) Current ARL stats that could be used for benchmarking –Collections –User interactions # Participants in group presentations # Presentations to library groups # Reference transactions –Collaborative Activities - Interlibrary loan activities Borrowed total items Loaned total items Set of statistics related to the digital library (from ARL supplementary statistics)

17. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Qualitative Profile Developing New Metrics (per Yvonna Lincoln) Uniqueness of collections Defining the value of consortia Administrative and budgetary efficiencies Student outcomes/student learning/graduate success Contributions to faculty productivity Social frameworks/intellectual networks Generating new knowledge Creating the collective good with reusable assets

18. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What Makes a Research Library? Breadth and quality of collections and services Sustained institutional commitment to the library Distinctive resources in a variety of media Services to the scholarly community Preservation of research resources Contributions of staff to the profession Effective and innovative use of technology Engagement of the library in academic planning Association of Research Libraries ‘Principles of Membership’

19. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Group discussion How do you go about developing a profile that is succinct and rich? Other important areas that should be part of a qualitative profile? Can LibQUAL+ ® be used in the profiles?

20. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Library of the Future Will Also Need...... To have it’s own data collection and management personnel, individuals who constantly collect, analyze and prepare reports on data regarding what services are being used, which portions of the collection are getting the highest usage, what materials are being lent through interlibrary loan, and who patrons are. Documenting the libraries contributions to quality teaching, student outcomes, research productivity will become critical.

21. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Making Library Assessment Work ARL project approved in 2004 Funded by participating libraries Site visits by Steve and Jim –Presentation –Interviews and meetings –Report to the Library 24 libraries in U.S. and Canada visited in 2005- 06 Succeeded by Effective, Sustainable and Practical Library Assessment in 2007 –Open to all libraries –6 libraries participating in 2007

22. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What We Found Strong interest in using assessment to improve customer service and demonstrate value of library Many libraries uncertain on how to establish, maintain, and sustain effective assessment Effectiveness of assessment program not dependent on library size or budget Each library has a unique culture and mission. No “one size fits all” approach works. Strong customer-focus and leadership support were keys to developing an effective and sustainable assessment

23. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What are the lessons learned? Understanding changes in users approach to information resources. Service quality improvement is a key factor. Understanding the impact of e-resources on library services - TRL. Learning how to compete with Google. Upfront investment in design and development. Making the assessment service affordable, practical, & effective. Assessment needs to be satisfying and fun.

24. Steve Hiller Director Assessment and Planning University of Washington Libraries User Needs Assessment and Academic Library Performance

25. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 An “Aha” Moment “[Access to online resources] has changed the way I do library research. It used to be a stage process: Initial trip, follow-up trip, fine-tuning trip. Now it’s a continuous interactive thing. I can follow-up anything at any time. While I’m writing I can keep going back and looking up items or verifying information.” Graduate Student, Psychology (2002 UW Libraries focus group)

26. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What Do We Need to Know About Our Customers? Who are our customers (and potential customers)? What are their teaching, learning, and research interests? How do they work? What’s important to them? How do they find information needed for their work? How do they use library services? What would they change? How do they differ from each other in library use/needs? How does the library add value to their work? How does the library contribute to their success?

27. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 How Do We Get Customer Information? Surveys Usage statistics Focus groups Observation Usability Interviews Embedding Data mining (local, institutional) Logged activities

28. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 University of Washington (Site of the 2008 Library Assessment Conference!) Located in beautiful Seattle metro population 3.2 million Comprehensive public research university –27,000 undergraduate students –12,000 graduate and professional students (80 doctoral programs) – 4,000 research and teaching faculty $800 million annually in federal research funds (2 nd in U.S.) Large research library system –$40 million annual budget –150 librarians on 3 campuses

29. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 UW Libraries Assessment Priorities Customer Needs, Use and Success Information seeking behavior and use Patterns of library use Value of library User needs Library contribution to customer success User satisfaction with services, collections, overall Data to make informed and wise decisions that lead to resources and services that contribute to user success

30. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 UW Libraries: Assessment Methods Used Large scale user surveys every 3 years (“triennial survey”): 1992, 1995, 1998, 2001, 2004, 2007 –All faculty –Samples of undergraduate and graduate students –Research scientists, Health Sciences fellow/residents 2004- In-library use surveys every 3 years beginning 1993 LibQUAL+™ from 2000-2003 Focus groups/Interviews (annually since 1998) Observation (guided and non-obtrusive) Usability Use statistics/data mining Information about assessment program available at: http://www.lib.washington.edu/assessment/

31. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Our Latest Assessment Method

32. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 The Qualitative Provides the Key Increasing use of such qualitative methods as, comments interviews, focus groups, usability, observation Statistics/quantitative data often can’t tell us –Who, how, why –Value, impact, outcomes Qualitative provides information directly from users –Their language –Their issues –Their work Qualitative provides understanding

33. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Researchers and Libraries: 3 Recent Studies with Qualitative Focus University of Minnesota –Extremely comfortable with electronic sources –Interdisciplinary critical in sciences –Inadequate methods for organizing research materials New York University –Researchers (all disciplines) no longer tied to physical library –Physical library can play a “community” role –Expectations for info shaped by Web and commercial sector University of Washington (Biosciences) –Start info search outside library space (virtual and physical) –All digital all the time –Could not come up with “new library services” unprompted

34. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Reasons for UW Libraries Biosciences Review Better understand how bioscientists work Growing inter/multi/trans disciplinary work Significant change in use patterns Libraries responsiveness to these changes Value of research enterprise to the University Strengthening library connection to research Ensuring our services and resources support the work of the biosciences community

35. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Biosciences Review Process (2006) Define scope (e.g. what is “bioscience”?) Identify and mine existing data sources –Extensive library assessment data –Institutional and external data Acquire new information through a customer- centered qualitative approach –Environmental scan –Interviews –Focus groups –Peer library surveys NO NEW USER SURVEYS

36. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Biosciences Faculty Interview Themes Library seen primarily as E-Journal provider Physical library used only for items not available online Start information search with Google and PubMed Too busy for training, instruction, workshops Faculty who teach undergrads use libraries differently Could not come up with “new library services” unprompted

37. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Biosciences Focus Group Themes Content is primary link to the library –Identify library with ejournals; want more titles & backfiles Provide library-related services and resources in our space not yours –Discovery begins primarily outside of library space with Google and Pub Med; Web of Science also important –Library services/tools seen as overly complex and fragmented Print is dead, really dead –If not online want digital delivery/too many libraries –Go to physical library only as last resort Data and reference management important to some –Bioresearcher toolkit, EndNote, JabRef, StatA

38. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Biosciences Task Force Recommendations Integrate search/discovery tools into users workflow Expand/improve information/service delivery options Make physical libraries more inviting/easier to use –Consolidate libraries, collections and service points –Reduce print holdings; focus on services Use an integrated approach to collection allocations Get librarians to work outside library space Lead/partner in scholarly communications & E-science Provide more targeted communication and marketing

39. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Biosciences Review Follow-up : 2007 Actions Appointed a Director, Cyberinfrastructure Initiatives & Special Asst to the Univ Libr for Biosciences & E-Science Libraries Strategic Plan priorities for 2007 include : –Improve discovery to delivery (WorldCat Local etc.) –Reshape our physical facilities as discovery and learning centers –Strengthen existing delivery services, both physical and digital, while developing new, more rapid delivery services –Enhance and strengthen the Libraries support for UW’s scientific research infrastructure –Do market research before developing & promoting services Informed development of Libraries 2007 Triennial Survey

40. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 In God We Trust: All Others Must Bring Data UW Triennial Survey 2007 – Selected Questions Mode of access/physical library uses and users Resource type importance Sources consulted for research Primary reasons for using Libraries Web sites Information literacy Libraries contribution to work and academic success Useful library services (new and/or expanded) Satisfaction

41. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 UW Triennial Library Survey Number of Respondents and Response Rate 1992-2007 200720042001199819951992 Faculty1455 36% 1560 40% 1345 36% 1503 40% 1359 31% 1108 28% Grad/Prof Students 580 33% 627 40% 597 40% 457 46% 409 41% 560 56% Undergrads467 20% 502 25% 497 25% 787 39% 463 23% 407 41%

42. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 I only wish I could reproduce the graduate reading room in my home because I do so much of my reading/research online now. Oh well, at least I can be in my slippers. Associate Professor, Psychology

43. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007

45. Physical Library Users by Group for Selected Libraries (2005 In-Library Use Survey) Undergrads 70%, Grads 25%, Faculty/Staff 5%

46. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Physical Library Use by Academic Area (2005 In-Library Use Survey)

47. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007

49. Off-Campus Remote Use 1998-2007 ( Percentage using library services/collections at least 2x week)

50. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Importance of Books, Journals, Databases Academic Area (2007, Faculty, Scale of 1 “not important” to 5 “very important)

51. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007

52. Overall Collections Satisfaction in Selected Hum/Soc Sci Colleges (2007, Faculty and Grads)

53. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Sources Consulted for Information on Research Topics (2007, Scale of 1 “Not at All” to 5 “Usually”) “If it’s not on the Internet, it doesn’t exit.” My students at all levels behave this way. They also all rely on Wikipedia almost exclusively for basic information. Associate Professor, English

54. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Primary Reasons for Using Libraries Web Sites 2007 Faculty (at least 2x per week) The ability to access full-text or PDF research articles online through the library subscriptions is my primary use of the library and is central to my research. Neurobiology Grad Student

55. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Information Literacy: Importance to Undergrad Success & Rating Student Performance (% of Faculty marking 4 or 5 on scale of 1 “Low” to 5 “High” in 2007 Triennial Survey) It is difficult to help students understand how to use sources, what the libraries can provide them, and help them appreciate the resources available to them beyond Google. Do you have any suggestions? Assistant Professor, Art

56. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Undergrad Rating of Usefulness (Mean score on scale of 1 “Not Useful” to 5 “Very Useful”)

57. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Usefulness of New/Expanded Services Faculty and Grad (% responding yes for each service) You’re considering a free scanning service for journal articles? That would change my life! Wow! I didn’t even know I could want that. Now I want that! Post-Doc, Oceanography

58. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Usefulness of New/Expanded Services Undergrads (Physical Library Services in Red) Odegaard needs a facelift. The lighting in terrible and the workspaces are old--not somewhere that you want to spend hours studying. I live in Suzzallo, however and I love it. Undergrad

59. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Libraries Contribution to: (Scale of 1 “Minor” to 5 “Major”) The UW libraries and librarians are the BEST. Our ability to access the system from the road (or home) and to review/download current articles is absolutely super. The resources on HealthLinks have helped train many young doctors and saved COUNTLESS lives. --Associate Professor, Medicine

60. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 2007 Triennial Survey Key Findings Library satisfaction exceptionally high Long-term changes in mode of use continue –Sharp increase in off-campus remote use by faculty/grad –Library as place still important to undergraduates Open Internet gains as primary discovery medium –Library provided bibliographic databases decline in importance Users want content delivered to them in their space & desired format Faculty see information literacy as important to student success –Student performance in this area is rated low –Student evaluation of effectiveness is mixed Libraries is major contributor to faculty research productivity and grad student academic success

61. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What We’ve Learned about the UW Community Libraries are still important source of information; however library less integrated into work/learn “flows” Library needs/use patterns vary by and within academic areas and groups Remote access is preferred method for faculty and grad students and has changed the way they use libraries Faculty and students find information and use libraries differently than librarians prefer them too Library/information environment is perceived as too complex; users find simpler ways (Google) to get info Customers cannot predict the Libraries future

62. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 How UW Libraries Has Used Assessment Extend hours in Undergraduate Library Create more diversified student learning spaces Eliminate print copies of journals Enhance usability of discovery tools and website Provide standardized service training for all staff Stop activities that do not add value Consolidate and merge branch libraries Change/reallocate collections allocations Change/reallocate staffing Support budget requests to University

63. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Closing the Loop: Using Data Effectively in Management Use multiple assessment methods Focus on user work and how they find & use information Increase reliance on qualitative info to identify issues from user perspective Learn from our users Partner with other campus programs/institutions Mine/repurpose existing data Decisions based on data not assumptions -“assumicide”

64. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Our Challenge: Maintain High Value and Satisfaction (UW Overall Satisfaction 1995-2007) You guys and gals rock!!!!!! We need to invest in our library system to keep it the best system in America. The tops! My reputation is in large part due to you. Professor, Forest Resources

65. Measures that Matter: Designing a Balanced Score Card Jim Self, Director, Management Information Services, UVA

66. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 The University of Virginia 14,000 undergraduates –66% in-state, 34% out of state –Most notable for liberal arts –Highly ranked by U.S. News 6,000 graduate students –Prominent for humanities, law, business –Recent expansion in sciences Located in Charlottesville –Metro population of 160,000

67. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 The University Libraries 5 million volumes 15 libraries 350 FTE staff $35 million budget Top 20 in ARL 2005 ACRL Academic Library of the Year

68. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 U.Va. Library Innovations Electronic Text Center -- 1992 Customer Surveys – 1993, 1994 LEO Faculty Delivery -- 1994 MIS unit – 1996 Library café -- 1998 Balanced Scorecard – 2002 Scholars’ Lab -- 2006

69. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Management Information Services MIS committee formed in 1992 Evolved into a department 1996-2000 Currently three staff Coordinates collection of statistics Publishes annual statistical report Coordinates assessment Resource for management and staff

70. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Collecting the Data at U.Va. Customer Surveys Staff Surveys Mining Existing Records Comparisons with peers Qualitative techniques

71. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Corroboration Data are more credible if they are supported by other information John Le Carre’s two proofs

72. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 UVa Customer Surveys Faculty –1993, 1996, 2000, 2004 –Separate analysis for each academic unit –Response rates 59% to 70% Students –1994, 1998, 2001, 2005 –Separate analysis for grads and undergrads –Undergrad response rates 43% to 50% –Grad response rates 54% to 63% LibQUAL+ ® in 2006 –Response rates 14% to 24%

73. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Analyzing U.Va. Survey Results Two Scores for Resources, Services, Facilities –Satisfaction = Mean Rating (1 to 5) –Visibility = Percentage Answering the Question Permits comparison over time and among groups Identifies areas that need more attention

74. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Reference Activity and Visibility in Student Surveys

75. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Constructing a Balanced Scorecard Select a limited number of meaningful and measurable indicators for each dimension Select targets for each indicator Four dimensions: –User perspective –Internal processes perspective –Finance perspective –Future/growth perspective

76. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Importance of Targets Measure quantitatively Set challenging, but achievable targets Consider two sets of targets: –Complete success –Partial success Aggregate regularly to provide feedback Address problems that are revealed

77. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 The BSC at the U.Va. Library Implemented in 2001 Results tallied FY02 through FY07 Completing metrics for FY08 Reporting results for FY07 A work in progress

78. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Choosing the Metrics --Reflecting Values What is important? What are we trying to accomplish?

79. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Choosing the Metrics --Diversity and Balance Innovations and operations Variety of measurements

80. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Choosing the Metrics --Ensuring validity Does the measurement accurately reflect the reality?

81. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Choosing the Metrics --Being Practical Use existing measures when possible Use sampling Collect data centrally Minimize work by front line

82. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 What Do We Measure at U.Va.? Customer survey ratings Staff survey ratings Timeliness and cost of service Usability testing of web resources Success in fund raising Comparisons with peers

83. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Reviewing the Perspectives U ser I nternal Processes F inance L earning and Growth

84. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Balanced Scorecard UVA Fiscal Year 2007

85. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric U.1.A: Overall rating in student and faculty surveys Target1: An average score of at least 4.25 (out of 5.00) from each of the major constituencies. Target2: A score of at least 4.00. FY07 Result: Target2 –Graduate students 4.08 –Undergraduates 4.11

86. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric I.1.A: Processing time for routine acquisitions Target1: Process 90% of in-print books from North America within one month. Target2: Process 80% of in-print books from North America within one month. Result FY07: Target1. –94% processed within one month.

87. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric I.2.A. Staff Rating of Internal Communications Target1: Positive scores (4 or 5) on 80% of responses to internal communications statement in biennial work life survey. Target2: Positive scores on 60% or responses. Result FY07: Did not meet target. –48% or responses were positive.

88. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric F.1.B. Library spending compared to University expenditures Target1: : The University Library will account for at least 2.50% of the University’s academic division expenditures. Target2: : The Library will account for at least 2.25% of expenditures. Result FY07: Target1. –2.71% ($26.2M of $963M)

89. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric F.1.C. Amount of unrestricted development receipts. Metric F.1.C. Amount of unrestricted development receipts. Target1: Increase unrestricted (or minimally restricted) giving by 10% each year. Target2: Increase of 5% per year. Result FY07: Target1. –FY07 unrestricted receipts were $871,000; target was $411,000.

90. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric F.2.A: Unit Cost of Electronic Serial Use Target1: There should be no increase in unit cost each year. Target2: Less than 5% annual increase in unit cost. Result FY07: Target1. –Cost per journal article downloaded in FY07 was $1.98, compared to $2.10 in FY06.

91. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric L.2.C. Comparing librarian salaries to peer groups. Target1: Average librarian salaries should rank in the top 40% of average salaries at ARL libraries. Target2: Rank in top 50%. Result FY07: Target1. –Ranked 33 of 113. (Top 28%)

92. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Trying your hand at a Scorecard Devise one or two metrics per dimension –Should be something that matters –How would you measure it? –How do you define success?

93. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Two more metrics from U.Va. Representing values of the Library

94. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric U.3.A: Circulation of new monographs Target1: 60% of all newly cataloged print monographs should circulate within two years. Target2: 50% should circulate within two years. Result FY07: Target1. –63% of monographs purchased in FY05 circulated within two years.

95. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 Metric U.4.B: Turnaround time for user requests Target1: 90% of user requests for new books should be filled within 7 days. Target2: 80% of user requests for new books should be filled within 7 days. Result FY07: Target1. –77% filled within 7 days.

96. LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007 To summarize… The Balanced Scorecard Reflects the organization’s vision Clarifies and communicates the vision Provides a quick, but comprehensive, picture of the organization’s health