1. After the Academy Selena Lock LibQUAL+ Results Meeting 22nd August 2005

2. Background

3. Cranfield University at DCMT (RMCS) Quality Management Student Perspective Survey 1993 Exit Questionnaires 1994- Information Services Survey 1996 –Priority Search DTC MSc & MA Course Students 1997 –Repeat of 1996 methodology

4. Continued … Researchers Survey 1998 –First Web-based survey; PR methodology SCONUL ACPI WGUS Survey 1999 –Satisfaction vs importance template; PR analysis University Libraries Survey 2001 –SCONUL template +; PR analysis LibQUAL+ Pilot 2003 LibQUAL+ 2005

5. LibQUAL+ 2003

6. Ran LibQUAL+ March 2003 –538 Responses overall –166 at DCMT Overall results were positive Further data analysis conducted by the Library and Information Statistics Unit at Loughborough

7. LISU Report Campus breakdown necessary Also provided analysis: –By user group –By gender –By discipline (overall) –Comparisons of campuses –Comparisons to the SCONUL Average –Comparisons to a US Average Including commentary & recommendations

8. Further analysis conducted Comments analysed in-house Detailed management report produced at DCMT –Building upon LISU findings –Including Comment analysis

9. LibQUAL+ 2005

10. Ran LibQUAL+ February to April 2005 –768 Responses overall –237 at DCMT 15.8% Response rate Overall results were positive Decided to develop analysis skills internally

11. 2005 Service Quality Evaluation Academy Intensive five-day programme Focused on both qualitative and quantitative methods for collecting and analyzing library service quality data Some focus on LibQUAL+, but basic concepts applicable to service quality evaluations in general Introduced the use of Atlas.TI and SPSS to analyse results

12. Austin, TX

13. What did I gain? Full understanding of all LibQUAL+ data and how it is calculated Further advanced statistical measures Experience in using SPSS to calculate these Understanding of Qualitative methods Experience in Focus Groups Practical knowledge of how to use Atlas.TI with LibQUAL+ data Shared experience with other LibQUAL+ participants

14. Results of training (so far) Detailed DCMT report –By User Group –By Discipline Business & Management Computer Science Engineering & Technology –Including Comment Analysis Initial Benchmarking Comparisons with local Exit Questionnaire

15. DCMT Findings OverallLibrary Staff

16. Library Staff Findings DCMT Library Staff Overall Library Staff

17. Comment analysis

18. Benchmarking 2005

19. DCMT Exit Questionnaire 2003 Exit Questionnaire –Conducted June 2003 –Issued to all graduating students –Ratings calculated on a 6 point scale –Total responses at Shrivenham = 152 LibQUAL+ –Conducted March 2003 –Issued to all staff and students –Rating calculated on a 9 point scale –Total responses at Shrivenham = 166

21. Comparison Conclusions Users Perceptions better in Exit Questionnaire if not closely matched Bigger difference between “importance” and “desired” LibQUAL+ sets a bigger agenda for chance, even when only considering nine questions

22. Next Step

23. Further analysis planned Detailed analysis of other Campuses results Benchmarking –Internally –Nationally –Internationally

24. Potential research Is there a correlation between Information Skills and Information Control? Trend analysis by institution type –e.g. CURL, Old, New & HEC Comparisons with SCONUL Statistics Comparisons with the SCONUL survey and National Student Survey

25. Selena Lock Research and Development Officer Defence College of Management and Technology s.a.lock@cranfield.ac.uk