1. Project web site: old.libqual.org LibQUAL+™ Process Management: Using the Web as a Management Tool ALA Midwinter Conference San Diego, California January 10, 2004 Amy Hoseth New Measures Project Assistant Association of Research Libraries Consuella Askew LibQUAL+™ Program Specialist Association of Research Libraries

2. Objectives Identify key elements that contribute to a successful survey implementation Learn how the LibQUAL+™ Web site can help you manage your survey

3. What is LibQUAL+™? LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. The program’s centerpiece is a rigorously tested Web-based survey bundled with local training that helps libraries assess and improve library services.

4. Step 1: Define Step 1: Define Consider participation in LibQUAL+™ When deciding whether to participate, consider project requirements: people, supplies, technology Also consider your institutional goals: what do you want to get out of the survey?

5. Registration and Costs 2004 participation fee: $2,250 per survey implementation (we expect same fee for 2005 Other potential costs include: –On-campus marketing and promotion –Travel costs –“Cost” of staff time on project Registration runs from September- December

6. Technology Work with IT department to select e- mail addresses and compile mailing lists Consider your hardware, software, and network connections Prepare for any local network issues that could affect your survey

7. Sample Groups Identify your sample groups (undergraduate, graduate, faculty, staff) Determine your sample size –Sampling guidelines provided in Procedures Manual: http://old.libqual.org/Information/Manual/index.cfm http://old.libqual.org/Information/Manual/index.cfm –Minimum recommended sample size for a large institution: 900 undergraduates, 600 graduates, 600 faculty, 600 non- library university staff (optional), and all library staff (optional)

8. Survey Liaisons Prepare for survey administration Communicate with LibQUAL+™ team Respond to user feedback Work with local IT/academic computing contacts and ARL to resolve any local technical issues

9. Survey Communications How will you promote your survey and communicate results? Advertising/marketing Survey Web sites Flyers and other handouts

10. Success Criteria Dependent on your local situation General criteria: –Data analysis yields representative and useable results Response rates, completion rates, and representativeness

11. Process Timeline June-AugustSeptember November/December October Register for survey (registration runs through mid-December) Designate survey liaison/ committee/project team Identify and initiate steps to obtain human subjects research approval from IRB Identify sample groups Identify best data source to obtain valid e-mail addresses for sample groups Meet with person(s) who will be drawing e-mail addresses to determine process feasibility Gather information about LibQUAL+ TM survey Review resources, budgetary requirements

12. Step 2: Prepare Step 2: Prepare Complete required steps to launch your survey LibQUAL+™ survey Management Center as a management tool Several required steps before your survey can go “live” Determine whether you need IRB approval

13. Survey Management Center

14. Manage Your Survey

15. Survey Preferences Participants are asked to indicate/provide: Support e-mail address Language Institution logo Whether they want SPSS data files Whether offering local incentive prizes Dates of survey

16. Survey Customization Choose five additional questions (if desired) Provide library branch information Define disciplines for your institution

17. Preview Preview your survey, exactly as it will appear to users Data entered in preview survey is not recorded Clicking on “Approve” turns on your actual survey URL

18. Representativeness Tell us about your institution: User types (undergrad, graduate, faculty) Number of users in each discipline ARL statistical info. (number of volumes held, etc.) Information will be used to determine representativeness of your sample

19. Step 3: Implement Step 3: Implement Launch the survey on your campus Send survey invitation and URL Typical survey run is 3 weeks Send 2-3 follow-up reminders to users Respond to user feedback

20. Monitor the Survey Track your survey’s progress in real-time Number of surveys completed, day-by-day Surveys completed by user group Average completion time Turn off survey when finished

21. Step 4: Wrap-up Step 4: Wrap-up Close down your survey and receive results Survey closes to public in early May Contact local incentive winners (if you offered a local prize) Provide feedback to the LibQUAL+™ team about your survey Receive survey results data

22. Local Incentives Provides list of randomly selected users for local incentive prizes Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)

23. Post Hoc Questionnaire Provide the ARL team with information about your survey run Sample size Number of e-mails sent Incentives offered Marketing/promotion methods

24. Evaluation Survey Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience

25. LibQUAL+™ Resources Project Web Site LibQUAL+™ Procedures Manual < http://www.libqual.org/Information/Manual/ index.cfm>

26. LibQUAL+™ Contact Information Martha Kyrillidou –Senior Program for Office of Statistics and Measurement –martha@arl.orgmartha@arl.org Consuella Askew –LibQUAL+™ Program Specialist –consuella@arl.orgconsuella@arl.org Amy Hoseth –New Measures Project Assistant –amyh@arl.orgamyh@arl.org Jonathan D. Sousa –Technical Applications Development Manager –jonathan@arl.orgjonathan@arl.org