1. LibQUAL+ Results 2006 Workshop The Saint Mary’s University Experience Madeleine Lefebvre New Orleans, June 26 2006

2. Focus of this presentation: How we promoted the process

3. A few facts about Saint Mary’s: Halifax, Nova Scotia www.smu.ca

4. “The world in one city block” Approx. 9000 students 15% international Undergraduate, Master’s and PhD programs

5. Approx. $4 million budget 10 FTE prof; 41 FTE support 600,000 user visits per year 385,000 volumes CRKN and Novanet member

6. Background to LibQUAL+ Decision: -Academic Plan -growth of research agenda

7. Concerns about the process -amount of local resources needed (i.e., time, IT help) -quality of email addresses

8. Consulted other local campuses -University of New Brunswick -Dalhousie University

9. Established LibQUAL+ Committee: 3 librarians plus the University Librarian as Chair

10. First steps: -Chair attended ARL workshop -Committee analyzed procedures, divided responsibilities and established a timeframe

11. Emphasized promotion from Day One: -within the library -outside of the library -enlisted support of Academic VP and Public Affairs staff

12. Within the library -kept all staff informed about the purpose and the process -encouraged staff to fill out the survey -assured staff it wasn’t a punitive process

13. Outside of the library -discussed at Deans’ meetings -Senate Library Committee -Student Reps Council of SMUSA -Senior Administrators’ meetings

14. The food factor Discussed enthusiastically in coffee shop line, at faculty lounge, etc

15. Chose survey dates carefully -at start of winter semester, letter from Academic VP went to entire university community

16. End of week before survey went live - global voicemail from Academic VP went to entire university community

17. Week survey went live -email to entire university community -dedicated webpage with FAQs www.smu.ca/library/survey

18. -news release on university homepage -tent cards on carrels -button on library homepage -bookmarks

19. -Emphasized the planning process and the need for input: “Be part of the solution” -Emphasized everything from the user point of view, not the library’s

20. Our Philosophy: -make it clear and concise -user friendly -visually appealing promotional material

21. -emphasized prizes! -placed ads in student newspaper -large banner by coffee shop -Students’ Centre marquee

22. During the survey period: -monitored survey progress -follow up global emails -follow up targeted phone calls -final global voicemail from VP

23. After the survey period: -wide publicity of winners -thanks everywhere

24. -Publicized our success rate: 1537 participants 717 substantive comments Statistically relevant coverage

25. Next Steps: -begin planning process from results -attend follow up workshop at ALA

26. Recommendations for smaller campuses: -have involvement at senior levels -don’t sample -monitor the survey progress closely -use all the excellent resources from ARL

27. -make it exciting! -make it fun! -make your users feel you care about them!

28. Most Important: Plan what you are going to do with the results, and tell your users!

29. Thank you! We’re happy to help others: Madeleine.lefebvre@smu.ca Ron.houlihan@smu.ca