And the Survey Says….!

Strengthening Service Through Surveying .

Marianne E. Giltrud, MSLSAugust 16, 2010

LIBQUAL SURVEY

PURPOSE To determine if librarians meet users expectations Examines Three Facets

Affect of Service Access to Information Library as a Place

Sample Survey Questions

Affect of Service Friendly, courteous, staff who offer good service on a

regular basis Instill confidence in users Dependability in answering user’s questions

Access of Information Can access information from home easily Website easy to navigate

Sample Survey Questions

Library as a Place Hours, locations, able to use when needed Comfortable location, well lit. Group study, quiet study Gateway to resources, knowledge, teaching and

learning.

LIB QUAL+ LIB QUAL+ LIB QUAL LiteLIB QUAL Lite

Comprehensive Study with Questions on 22 Core items.

Approximately 15 minutes to complete.

Everyone answers all questions.

Randomized Control Trial with Shorter with Fewer questions Three core questions Remaining Questions

random generator. Date collected on all

questions.

LIBQUAL+ & LIBQUAL LITE

Marketing Tools

Identified the category of users who used the library regularly and marketed services to them.

How to reach the Non User –Peter Drucker.Library Facility was hot topic, more

questions.

Frugalista Surveying

Many survey tools available free or little cost. Survey Monkey, Zoomerang, and Google Forms.

Google forms used from your Gmail account. Collects the data in a spreadsheet. Charts, graphs and radar chart.

Google Forms--Simple and Easy

Data Collection

Data, Data, Data

What does it mean?What are the gaps?How do we re- conceptualize service to meet

that need?Why should we care?

FOR FURTHER READING

Kyrillidou, Martha, And Colleen Cook. 2008. "The Evolution of Measurement and Evaluation of Libraries: A Perspective from the Association of Research Libraries." 888-909. 2008. Academic Search Premier, EBSCOhost (accessed August 16, 2010).

Kyrillidou, Martha. (2009) Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: the “libqual+® lite” randomized control trial (rct) .

Retrieved August 15, 2010 , from https://www.ideals.illinois.edu/bitstream/handle/2142/14570/Kyrillidou_Martha.pdf?sequence=3.

Orcutt, D. . (2010). Library data: empowering practice and persuasion. Santa Barbara, CA: Libraries Unlimited.

Thompson, B., Cook, C., & Kyrillidou, M. (2005). Concurrent Validity of LibQUAL+ Scores: What Do LibQUAL+ Scores Measure?. The Journal of Academic Librarianship, 31(6), 517-22. Retrieved from Academic Search Premier.

Thompson, B., Kyrillidou, M., & Cook, C. (2008). LIBRARY USERS' SERVICE DESIRES: A LIBQUAL+ STUDY. Library Quarterly, 78(1), 1-18. Retrieved from Academic Search Premier database.