1. LibQUAL+™ Process Overview Using the Web as a Management Tool Martha Kyrillidou LibQUAL+™ Canada Meeting Ottawa, Canada June 14, 2006 old.libqual.org

2. Wide Array of User Studies Now Available Students start with Google Format Agnostic Seek convenience Findings Charting User Change User Behavior User Expectations Customer Service (qualified & helpful staff) Library as a place, symbol, refuge Self-sufficiency & control of information seeking process Ready access to wide range of content (e.g. complete runs of journals) Born Digital

3. old.libqual.org … a revolution in making Il est plus nécessaire d'étudier les hommes que les livres —FRANÇOIS DE LA ROCHEFOUCAULD (1613–1680)

4. old.libqual.org Partnership among ARL Texas A&M hundreds of libraries thousands of users old.libqual.org

5. Objectives Identify key elements that contribute to a successful survey implementation Learn how the LibQUAL+™ project web site can help you manage your survey

6. old.libqual.org Step 1: Define Step 1: Define Consider participation in LibQUAL+™ When deciding whether to participate, consider project requirements: people, supplies, technology Also consider your institutional goals: what do you want to get out of the survey?

7. old.libqual.org Registration and Costs 2007 participation fee: $2,850 per survey implementation Other potential costs include: –Local marketing and promotion –Travel –Staff time spent on the project Registration opens in September

8. old.libqual.org Survey format 22 core items 5 optional local questions (more on this later) Additional questions on library use, information literacy, and general satisfaction Demographic questions Box for open-ended comments

9. old.libqual.org Technology Work with IT department to select e-mail addresses and compile mailing lists Consider your hardware, software, and network connections

10. old.libqual.org Sample Groups Identify your sample groups (undergraduate, graduate, faculty, staff) Determine your sample size –Sampling guidelines provided in Procedures Manual: –Minimum recommended sample size for a large institution: 900 undergraduates, 600 graduates, 600 faculty, 600 non-library university staff (optional), and all library staff (optional)

11. old.libqual.org Survey Liaisons Prepare for survey administration Communicate with LibQUAL+™ team Respond to user feedback Work with local IT/academic computing contacts and ARL to resolve any local technical issues

12. old.libqual.org Survey Communications How will you promote your survey and communicate results? Advertising/marketing Survey web sites Flyers and other handouts

13. old.libqual.org Success Criteria Dependent on your local situation General criteria: –Data analysis yields representative and useable results Response rates, completion rates, and representativeness

14. old.libqual.org Step 2: Prepare Step 2: Prepare Complete required steps to launch your survey LibQUAL+™ survey Management Center as a management tool Several required steps before your survey can go “live” Determine whether you need IRB approval

15. old.libqual.org Survey Management Center

16. old.libqual.org Manage Your Survey

17. old.libqual.org Survey Preferences Participants are asked to indicate/provide: Support e-mail address Language Institution logo Whether they want SPSS data files Whether offering local incentive prizes Dates of survey

18. old.libqual.org Survey Customization Choose five local questions (optional) –“Using Localized Survey Items to Augment Standardized Benchmarking Measures Across User Groups: A LibQUAL+(TM) Study,” Bruce Thompson and Colleen Cook Define disciplines for your institution Provide library branch information

19. old.libqual.org Preview Preview your survey, exactly as it will appear to users Data entered in preview survey is not recorded Clicking on “Approve” turns on your actual survey URL

20. old.libqual.org Representativeness Tell us about your institution: User types (undergrad, graduate, faculty) Number of users in each discipline ARL statistical information (number of volumes held, etc.) User data will be used to determine the representativeness of your sample

21. old.libqual.org Step 3: Implement Launch the survey on your campus Send survey invitation and URL Typical survey period is 3 weeks long Send 2-3 follow-up reminders to users Respond to user feedback

22. old.libqual.org Monitor the Survey Track your survey’s progress in real-time Number of surveys completed, day-by-day Surveys completed by user group Average completion time Turn off survey when finished Can also see user comments in real-time

23. old.libqual.org Step 4: Wrap-up Close down your survey and receive results Session I closes in early June; Session II in early December Contact local incentive winners, if you offered a local prize Provide feedback to the LibQUAL+™ team about your survey Receive survey results data –Results notebooks (in PDF format) and Excel data files provided on a rolling basis –SPSS data files sent separately at a later date

24. old.libqual.org Local Incentives Provides list of 50 randomly selected respondents for local incentive prizes Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)

25. old.libqual.org Post Hoc Questionnaire Provide the ARL team with information about your survey run Sample size Number of e-mails sent Incentives offered Marketing/promotion methods

26. old.libqual.org Evaluation Survey Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience

27. old.libqual.org LibQUAL+™ Resources Project Web Site http://www.libqual.org LibQUAL+™ Procedures Manual http://www.libqual.org/Information/Manual/index.cfm

28. old.libqual.org On the LibQUAL+® Management Center: Results Notebooks (PDF) Group Notebook (PDF) Unified Notebook (PDF) User Comments Excel Data File Emailed several months later: SPSS data files (if requested at registration) The LibQUAL+® Results

29. old.libqual.org Results Notebooks

30. old.libqual.org LibQUAL+® 2006: Overall Highlights

31. old.libqual.org LibQUAL+® 2006: Overall Highlights

32. old.libqual.org LibQUAL+® 2006: Types and Groups Consortium# AAHSL7 AJCU-Academic21 AJCU-Law1 Alabama2 Church Libraries7 CONSULS5 EBSLG17 Florida1 Georgia14 Keystone Lib Net2 Mass-LSTA5 National Health10 NC Comm Coll15 NY3Rs2 Oberlin2 OhioLINK2 SCONUL21 VALE1 Total:135 TYPE# College or University197 Community College21 European Business16 National Health10 Health Sciences 9 Academic Law6 Public3 Family History2 State2 FFRDC1 Hospital1 Total:268 Session 1212 Session 256

33. old.libqual.org LibQUAL+® 2006: Languages and Countries Country# Australia2 Canada11 Denmark2 Finland2 France2 Ireland2 Netherlands5 Norway2 South Africa7 Sweden4 Switzerland2 UK34 Venezuela1 Int'l Total:76 US Total:192 LanguageNumber American English179 British English40 Unspecified38 Dutch2 Dutch English2 Continental French1 Danish 1 Finnish1 German1 Norwegian1 Swedish1 Swedish (BE)1

34. old.libqual.org LibQUAL+™ Team at ARL libqual@arl.org MaShana Davis –Technical Communications Liaison –mashana@arl.orgmashana@arl.org Richard Groves –Customer Relations Coordinator –richard@arl.orgrichard@arl.org Mary Jackson –LibQUAL+™ Service Manager –martha@arl.orgmartha@arl.org Martha Kyrillidou –Director, Statistics & Service Quality Programs –martha@arl.orgmartha@arl.org

35. old.libqual.org Other LibQUAL+® Services Consulting Services Custom Analyses Custom Notebooks

36. old.libqual.org Our collective challenge is, therefore, to take this information—both the positive and the challenging—and evaluate where to invest more, invest less, invent new and invert old, communicate more and market better. Cathy De Rosa Vice President, Marketing & Library Service Introduction, College Students’ Perceptions of Libraries and Information Resources, ix (2006)

37. old.libqual.org