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LibQUAL+ Results 2006 Workshop The Saint Mary’s University Experience Madeleine Lefebvre New Orleans, June 26 2006
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Focus of this presentation: How we promoted the process
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A few facts about Saint Mary’s: Halifax, Nova Scotia www.smu.ca
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“The world in one city block” Approx. 9000 students 15% international Undergraduate, Master’s and PhD programs
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Approx. $4 million budget 10 FTE prof; 41 FTE support 600,000 user visits per year 385,000 volumes CRKN and Novanet member
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Background to LibQUAL+ Decision: -Academic Plan -growth of research agenda
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Concerns about the process -amount of local resources needed (i.e., time, IT help) -quality of email addresses
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Consulted other local campuses -University of New Brunswick -Dalhousie University
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Established LibQUAL+ Committee: 3 librarians plus the University Librarian as Chair
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First steps: -Chair attended ARL workshop -Committee analyzed procedures, divided responsibilities and established a timeframe
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Emphasized promotion from Day One: -within the library -outside of the library -enlisted support of Academic VP and Public Affairs staff
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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
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Outside of the library -discussed at Deans’ meetings -Senate Library Committee -Student Reps Council of SMUSA -Senior Administrators’ meetings
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The food factor Discussed enthusiastically in coffee shop line, at faculty lounge, etc
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Chose survey dates carefully -at start of winter semester, letter from Academic VP went to entire university community
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End of week before survey went live - global voicemail from Academic VP went to entire university community
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Week survey went live -email to entire university community -dedicated webpage with FAQs www.smu.ca/library/survey
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-news release on university homepage -tent cards on carrels -button on library homepage -bookmarks
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-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
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Our Philosophy: -make it clear and concise -user friendly -visually appealing promotional material
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-emphasized prizes! -placed ads in student newspaper -large banner by coffee shop -Students’ Centre marquee
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During the survey period: -monitored survey progress -follow up global emails -follow up targeted phone calls -final global voicemail from VP
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After the survey period: -wide publicity of winners -thanks everywhere
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-Publicized our success rate: 1537 participants 717 substantive comments Statistically relevant coverage
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Next Steps: -begin planning process from results -attend follow up workshop at ALA
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Recommendations for smaller campuses: -have involvement at senior levels -don’t sample -monitor the survey progress closely -use all the excellent resources from ARL
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-make it exciting! -make it fun! -make your users feel you care about them!
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Most Important: Plan what you are going to do with the results, and tell your users!
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Thank you! We’re happy to help others: Madeleine.lefebvre@smu.ca Ron.houlihan@smu.ca
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