1. How to participate in LibQUAL+ and effectively utilise the data

2. Further analysis conducted at Cranfield Campus library results –Results notebook recreated for each campus library Results by discipline Detailed analysis of comments (time consuming++) Longitudinal analysis Internal benchmarking External benchmarking –SCONUL average –ARL average

3. Campus Library Results

4. Overall CU Results 2005

5. Overall DCMT Results 2005

6. DCMT Results 2005 Question TextDCMT Superiority Mean DCMT Desired Ranking Making electronic resources accessible from my home or office -1.269 A library Web site enabling me to locate information on my own -1.132 Easy-to-use access tools that allow me to find things on my own -0.9310 The main texts and readings I need for my work -0.88 1 The electronic information resources I need -0.747 Library space that inspires study and learning -0.7122 Print and/or electronic journal collections I require for my work -0.715 Making information easily accessible for independent use -0.7116 Modern equipment that lets me easily access needed information -0.656 Timely document delivery / interlibrary loan -0.59 14 The printed library materials I need for my work -0.4917 A haven for study, learning, or research -0.4820 Availability of subject specialist assistance -0.44 23

7. DCMT Results 2005 Question TextDCMT Superiority Mean DCMT Desired Ranking Quiet space for individual work -0.3724 Library staff who instill confidence in users -0.3513 Dependability in handling users' service problems -0.2512 Library staff who have the knowledge to answer user questions -0.234 Library staff who understand the needs of their users -0.2315 Space for group learning and group study -0.1227 Library keeping me informed about all of its services -0.07 25 Willingness to help users -0.078 Giving users individual attention -0.0218 A comfortable and inviting location 0.0021 Readiness to respond to users' enquiries 0.023 Provision of information skills training 0.11 26 Library staff who deal with users in a caring fashion 0.1819 Library staff who are consistently courteous 0.2811

8. Results by Discipline

9. Business and Management

10. Computer Science

11. Comment Analysis

12. Comments Received 2005 153 Comments received overall Results grouped by topic Catalogued by: –Dimension –Discipline –User group (Undergrad / Postgrad etc.) –Sex –Age

13. Longitudinal Analysis

15. Internal Benchmarking

16. Affect of Service Information Control Library as Place Overall

17. External Benchmarking

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

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

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

22. Making the most out of your data

23. 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

24. LibQUAL+ Analysis Service Basic overall summary for a campus = ½ a day per campus Full campus report = 1.5 days per campus Additional subject analysis = 1.5 hours per subject

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

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