1. User Surveys Frances M. Brillantine Catholic University Law Library AALL, July 2008

2. User Surveys

3. Survey Says! LibQUAL+™ Survey Software

4. LibQUAL+™ What is LibQUAL+™? Developed by the Association of Research Libraries (ARL) in collaboration with Texas A&M University First LibQUAL+™ survey was conducted by 13 institutions in 2000 More than 500 libraries have since used LibQUAL+™ LibQUAL+™ measures gaps between a patron’s minimum, desired, and perceived levels of service

5. LibQUAL+™ Question from 2004 Survey

6. LibQUAL+™ Six Parts of the Survey Core section of questions Demographics section General satisfaction section Library use section Comments box E-mail address for incentives

7. LibQUAL+™ Sample Survey

8. What Do You Gain by Using LibQUAL+™? Gap scores Ability to compare results with peer libraries Professional reports with extensive graphs and quantitative data analysis

9. LibQUAL+™ Graphs & Tables Student Results

10. What Do You Lose by Using LibQUAL+™? Flexibility Customization Analysis of results Other Disadvantages Survey fatigue Questions are too broad Cost ($3000 in 2008)

11. Survey Software What is survey software? Popular Examples SurveyMonkey Zoomerang SurveyWriter

12. Some SurveyMonkey Features Custom designs Validation of responses Promotion Patron verification Download results in a variety of formats Variety of question formats View results in real time Browse individual responses Use filters for in-depth analysis of results

13. SurveyMonkey: Question Formats

14. SurveyMonkey: Real Time Results

15. SurveyMonkey: Viewing Comments

16. SurveyMonkey: Viewing Individual Responses by Question Comment Survey Question: Why do you use the library?

17. SurveyMonkey: Using Filters to Cross Tabulate Results

18. Example of Cross-Tabulated Results 1L 3L

19. What Do You Gain by Using Survey Software? Flexibility Ability to customize your survey Easy options for creative analysis Other Benefits Cost (ranges from $200 - $400 per year)

20. What Do You Lose by Using Survey Software? Nothing!

21. Points to Keep in Mind Action is the most important part of any survey Ask questions that will give you useful feedback

22. Types of Questions to Ask Demographics Benchmark Users’ changing needs Questions that promote a service Open-ended comment box(es) Beware of survey fatigue

23. Examples of Demographics Questions Please check one (answer required): Day student Evening student Please check all that apply: 1L 2L 3L 4E Journal staff Clinics & Externships Institutes Research Assistant Moot court

24. Examples of Benchmark Questions How often do you use the library? Why do you use the library? How often do you seek reference assistance? Please rate the level of service provided by the Circulation staff Please rate the level of service provided by the Reference staff Why do you use the library webpage?

25. Example of a Question on Users’ Changing Needs The Law Library is considering introducing a variety of new services. If implemented, how useful would you find these services? Live online reference assistance A library blog Quarterly library e-newsletter Podcasts of Librarians' research lectures Digitized versions of honors education videos Scheduled research consultation sessions

26. Example of a Question that Promotes a Service How often do you use the Online Journal Finder to locate an electronic journal? A few times a week A few times a month A few times a semester A few times a year Never I don't know what the Online Journal Finder is

27. Example of an Open-ended Comment Box If you were in charge of the library for just one day, what would be your top priority?

28. One Final Point Beware of survey fatigue Survey should take no more than 10-15 minutes to complete Keep questions simple

29. For More Information For today’s presentations and handout, please visit: http://www.libraryquality.com Thank you!

30. User Surveys Frances M. Brillantine Catholic University Law Library AALL, July 2008 brillantine@law.edu