LibQUAL+®: The UK ExperienceSelena KillickLibrary Quality Officer, Cranfield University

J. Stephen TownDirector of Information, The University of York

Outline

• Introduction•Consortium Composition•Expectations•Perceptions•Comparisons

Background to the SCONUL LibQUAL+® Consortium

•2003 – Pilot study with 16 Libraries•73 Participants •51% Repeat Participants•2010 – CONUL consortium

Consortium Composition

RLUK23%

Pre-199231%

Post-199230%

HE col-leges3%

Irish Repub-

lic14%

LibQUAL+® Participants by HE Sector

RLUK Pre-1992 Post-1992 HE colleges0

10

20

30

40

50

60

70

LibQUAL+® Libraries by HE Sector

LibQUAL+ Libraries Non-LibQUAL+ Libraries

Russell Group27%

1994 Group30%

Uni-versity

Al-liance16%

Million+27%

LibQUAL+® Participants by Mission Group

Russell Group 1994 Group University Alliance Million+0

5

10

15

20

25

30

LibQUAL+® Libraries by Mission Group

LibQUAL+ Libraries Non-LibQUAL+ Libraries

Annual19%

Biannual49%

Three-yearly19%

Four-Yearly

3%

Five-Yearly

5% Other5%

UK LibQUAL+® Repeat Participation Styles

Expectations

Highest Desired

ID Question Desired (2011.5)

Years in Top 5

IC-1Making electronic resources accessible from my home or office 8.27 9

IC-8Print and/or electronic journal collections I require for my work 8.10 8

IC-2A library Web site enabling me to locate information on my own 8.09 9

LP-2 Quiet space for individual work 8.04 1

IC-7

Making information easily accessible for independent use 8.02 2

Least Desired

ID Question Desired (2011.5)

Years in Bottom 5

LP-1Library space that inspires study and learning 7.77 2

AS-9

Dependability in handling users' service problems 7.73 3

AS-1

Library staff who instill confidence in users 7.48 8

LP-5Space for group learning and group study 7.23 9

AS-2 Giving users individual attention 6.84 9

Affect of Service

Information Control

Library as Place

Overall6.00

6.10

6.20

6.30

6.40

6.50

6.60

SCONUL LibQUAL+® Dimension Minimum Mean Comparisons

Minimum Mean 2004 Minimum Mean 2011.5

Affect of Service

Information Control

Library as Place

Overall7.50

7.60

7.70

7.80

7.90

8.00

8.10

SCONUL LibQUAL+® Dimension Desired Mean Comparisons

Desired Mean 2004 Desired Mean 2011.5

5.00

5.60

6.20

6.80

SCONUL LibQUAL+® Increasing Minimum Expectations

Minimum Mean 2004 Minimum Mean 2011.5

7.707.807.908.008.10

SCONUL LibQUAL+® Decreasing Desired Expectations

Desired Mean 2004 Desired Mean 2011.5

Perceptions

SCONUL Overall 2011.5

SCONUL Overall 2004

Affect of Service

Information Control

Library as Place

Overall5.60

5.80

6.00

6.20

6.40

6.60

6.80

7.00

SCONUL LibQUAL+® Dimension Perceived Mean Comparisons

Perceived Mean 2004 Perceived Mean 2011.5

2004 2005 2006 2007 2008 2009 2010 2011.55.50

6.00

6.50

7.00

7.50

8.00

8.50

SCONUL LibQUAL+® Overall 2004 - 2011.5

Minimum Mean Desired Mean Perceived Mean

2004 2005 2006 2007 2008 2009 2010 2011.55.50

6.00

6.50

7.00

7.50

8.00

8.50

SCONUL LibQUAL+® Affect of Service 2004 - 2011.5

Minimum Mean Desired Mean Perceived Mean

2004 2005 2006 2007 2008 2009 2010 2011.55.50

6.00

6.50

7.00

7.50

8.00

8.50

SCONUL LibQUAL+® Information Control 2004 - 2011.5

Minimum Mean Desired Mean Perceived Mean

2004 2005 2006 2007 2008 2009 2010 2011.55.50

6.00

6.50

7.00

7.50

8.00

8.50

SCONUL LibQUAL+® Library as Place 2004 - 2011.5

Minimum Mean Desired Mean Perceived Mean

Comparisons

Dimension Summary

5.00

6.00

7.00

8.00

9.00

SCONUL Overall2004

ARL Overall 2004 SCONUL Overall2011.5

ARL Overall 2011.5

Mea

n S

core

Affect of Service

5.00

6.00

7.00

8.00

9.00

SCONUL Affect ofService 2004

ARL Affect of Service2004

SCONUL Affect ofService 2011.5

ARL Affect of Service2011.5

Mea

n S

core

Information Control

5.00

6.00

7.00

8.00

9.00

SCONUL InformationControl 2004

ARL InformationControl 2004

SCONUL InformationControl 2011.5

ARL InformationControl 2011.5

Mea

n S

core

Library as Place

5.00

6.00

7.00

8.00

9.00

SCONUL Library asPlace 2004

ARL Library as Place2004

SCONUL Library asPlace 2011.5

ARL Library as Place2011.5

Mea

n S

core

National Student Survey Comparisons

NSS LQ+ Overall Perceived0

1

2

3

4

5

6

7

4.06

6.79

4.10

6.76

4.04

6.70

National Student Survey Compared to LibQUAL+

2008 2009 2010

Mean

2008 2009 20105.50

6.00

6.50

7.00

7.50

8.00

8.50

4.00

4.05

4.10

4.15

4.20

4.25

4.30

4.35

4.40

4.45

4.50

4.064.1

4.04

SCONUL LibQUAL+® & NSS Comparisons

NSS LQ+ Minimum LQ+ Desired LQ+ Perceived

Selena Killick

s.a.killick@cranfield.ac.ukTel: +44(0)1793 785561

J. Stephen Town

stephen.town@york.ac.ukTel: +44(0)1904 323863