1. Effectively utilising LibQUAL+ data J. Stephen Town

2. Further analysis conducted at Cranfield Campus library results –Results notebook recreated for each campus library Results by discipline Comparisons between PhD and Masters students Exploring specific issues Detailed analysis of comments (time consuming++) Longitudinal analysis Internal benchmarking External benchmarking –SCONUL & ARL average –Peer-to-peer

3. Campus Library Results

4. Overall CU Results 2007

5. Two Campus Results from CU, 2007

6. DCMT Results 2007 IDQuestion Text Superiority Mean Desired Rank IC-1Making electronic resources accessible from my home or office -0.793 IC-4The electronic information resources I need -0.731 IC-2A library Web site enabling me to locate information on my own -0.725 IC-8Print and/or electronic journal collections I require for my work -0.622 IC-6Easy-to-use access tools that allow me to find things on my own -0.585 IC-3The printed library materials I need for my work -0.566 LP-1Library space that inspires study and learning -0.5616 LP-2Quiet space for individual work -0.5418 IC-5Modern equipment that lets me easily access needed information -0.507 LP-4A haven for study, learning, or research -0.3915 IC-7Making information easily accessible for independent use -0.324 AS-5Library staff who have the knowledge to answer user questions -0.0910 AS-9Dependability in handling users' service problems -0.0611

7. DCMT Results 2007 IDQuestion Text Superiority Mean Desired Rank LP-3A comfortable and inviting location 0.0014 AS-1Library staff who instill confidence in users 0.0412 LP-5Space for group learning and group study 0.0719 AS-7Library staff who understand the needs of their users 0.0911 AS-4Readiness to respond to users' enquiries 0.181 AS-8Willingness to help users 0.229 AS-6Library staff who deal with users in a caring fashion 0.3813 AS-3Library staff who are consistently courteous 0.408 AS-2Giving users individual attention 0.4117

8. Results by Discipline

9. Computer Science Business & Management

10. Exploring Issues

11. Making electronic resources accessible from my home or office

12. Comment Analysis

13. Comments 2006 205 Comments received overall Results grouped by topic Topics standardised year-on-year Catalogued by: –Dimension –Discipline –User group (Undergrad / Postgrad etc.) –Sex –Age

14. Comment Analysis

15. Highlighting Issues The only element that needs some work is the ability to interrogate library resources from remote desktops. Postgraduate Computing & Information Technology DCMT Library 31 - 45 Male Full-time The new web page of the library (electronic access to various journals) is not as good or as easy to use as before. Academic Staff Electrical Engineering DCMT Library 31 - 45 Male Does not apply / NA

16. Longitudinal Analysis

17. Year-on-Year Change

18. Changes over the years

19. Internal Benchmarking

20. External Benchmarking

22. Peer-to-Peer Benchmarking

23. Utilising the data - results Reports –To senior management –To Library User committees –Quality department –Academic departments –Supporting departments (Computing) –For annual report –Newsletters –Inspectorate

24. Utilising the data - results Presentations –Library staff –Senior management Web pages Displayed on notice boards Focus groups created to tackle specific issues raised by survey findings

25. Utilising the data - free text comments Communicated to Library staff Notice boards Web pages Reports to management and committees

26. Making the most out of your data

27. Further data analysis is necessary to maximise the potential of your results Initial results will provide an overview of your service Detailed analysis allows further issues to be highlighted

28. Find Benchmarking Partners

29. Accessing other institutions’ results You can access all 2007 participants PDF reports from the Results section of Web site All SCONUL participants agree to share their results with each other across all years, contact Selena for access Contact each other and work together to share your electronic data files (SPSS or Excel) to allow further detailed benchmarking

30. LibQUAL+ Analysis Service The possibilities for additional analysis are endless, your time may not be LibQUAL+ analysis service provides customised reports produced to your requirements Discounted pricing due to unique relationship with the ARL Contact Selena for details, s.a.lock@cranfield.ac.uk

31. Acknowledgements Selena Lock, R&D Officer, Cranfield University All SCONUL and ARL LibQUAL+ Participants

32. J. Stephen Town Director of Knowledge Services Defence College of Management and Technology Deputy University Librarian Cranfield University j.s.town@cranfield.ac.uk