Guiding Subject Liaison Librarians
in Understanding and Acting on
User Survey Results
A Model LibQUAL+® Consultation from ARL
Raynna Bowlby, Consultant([email protected])
Francine DeFranco, Director, Library Research Services
Liaison Librarian to the Neag School of Education
University of Connecticut Libraries([email protected])
With acknowledgement of Martha Kyrillidou, Senior Director, ARL Statistics and Service Quality Programs
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
� Assessment librarians cannot single-handedly implement
improvements for users
� Staff throughout the library must be able to understand,
interpret and act upon user survey results
� Consultation tailored to develop subject librarians’ ability:
� Hear notable findings from the “experts” and understand survey
results – gap analyses, longitudinal trends & specific peers
� Mine data by separate user populations & discipline groups
� Develop actionable goals and objectives for the UConn Libraries’
Strategic Plan related to Graduate Education and Research,
Scholarship and Creative Activity
� Identify metrics from LibQUAL+® survey items to serve as
targets for continuous improvement & measures of impact
www.libqual.org
Guiding Subject Liaison Librarians in Understanding
and Acting on User Survey Results A Model LibQUAL+® Consultation from ARL
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
Interpreting Perceived Scores Against Minimally-
Acceptable & Desired Service Levels
(i.e., “Zones of Tolerance”)
Consultation Objective #1:
Understand Gap Analysis and “Zones of Tolerance”Are the Libraries Putting their Efforts into User Priorities?
UConn
Core Summary - 2008
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5
Grad - Humanities Grad – Sci, Pharm, Nursing
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
“Nobody is more like me than me!”Anonymous
Overall Perceived by Discipline
2004 to 2008 for Graduates
5
6
7
8
9
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
20
04
20
08
Agr. /
Envir.
Studies
Arch. Bus. Comm. /
Journal.
Edu. Eng. /
Comp.
Sci.
General
Studies
Health
Sciences
Human. Law Mil. /
Naval Sci.
Other PFA Sci. /
Math
Soc. Sci. /
Psych.
Undecid.
General Satisfaction
Grad Students 2004 to 2008
1
2
3
4
5
6
7
8
9
In general, I am satisfied
with the way in which I am
treated at the library.
In general, I am satisfied
with library support for my
learning, research, and/or
teaching needs.
How would you rate the
overall quality of the
service provided by the
library?
2004
2008
Consultation Objective #1:
Understand Benchmarking Against Self, LongitudinallyAre the Libraries Continuously Improving?
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
Benchmarking Against Peer Institutions
1,000,000 Users; 1,000 Institutions!
Peer Comparison
Overall Perceived Summary - Graduates
6
7
8
9
C F H A B UCONN D G E
Peer Comparison
General Satisfaction
6
7
8
9
H F A C B E UCONN G D
In general, I am satisfied with the way in which I am treated at the library.
Peer Comparison
General Satisfaction
6
7
8
9
H A C E F G UCONN D B
In general, I am satisfied with library support for my learning, research, and/or teaching
needs.
Peer Comparison
General Satisfaction
6
7
8
9
H A C F B E G UCONN D
How would you rate the overall quality of the service provided by the library?
Consultation Objective #1:
Understand Benchmarking Against PeersDo Target User Groups Receive Library Services as Good as or Better than Peers?
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
Highest Desired Services Rating
IC-1 Making electronic resources accessible from home or office 8.57
IC-8 Print and/or electronic journal collections that I require for my work 8.48
IC-2 A library Web site enabling me to locate information on my own 8.43
IC-4 The electronic information resources that I need 8.43
IC-5 Modern equipment that lets me easily access needed information 8.34
IC-6 Easy-to-use access tools that allow me to find things on my own 8.34
IC-7 Making information easily accessible for independent use 8.34
www.libqual.org
Consultation Objective #2:
Learn how to “drill down” by User PopulationIn 2008, Graduate Students Highest Desired Services are-
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
Lowest Adequate Means Mean
IC-8 Print and/or electronic journal collections that I require for my
work
-.05
IC-2 A library Web site enabling me to locate information on my
own
.08
IC-4 The electronic information resources that I need .17
IC-5 Modern equipment that lets me easily access needed
information
.20
IC-1 Making electronic resources accessible from home or office .21
www.libqual.org
Consultation Objective #2:
Learn how to “drill down” by User PopulationIn 2008, Graduate Students Least Adequate Services are-
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
#1
MOST DESIRED
and
LEAST ADEQUATE
(highest weakness)
#3
MOST DESIRED
and
MOST ADEQUATE
(lowest weakness/
highest strength)
#2
LEAST ADEQUATE
(highest weakness)
and
LEAST DESIRED
#4
MOST ADEQUATE
(lowest weakness/
highest strength)
and
LEAST DESIREDDESIRED,
Least desired
ADEQUACY,
Least adequate
ADEQUACY,
Most adequate
DESIRED,
Most desired
Consultation Objective #2:
Learn how to “drill down” by Individual DisciplineHow do we identify what’s actionable for target groups, grounded in survey data?
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
Consultation Objective #2:
Learn how to “drill down” by Individual DisciplineHow do we identify what’s actionable for Humanities Disciplines Grad Students?
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
Consultation Objective #2:
Learn how to “drill down” by Individual DisciplineHow do we identify what’s actionable for Science Disciplines Grad Students?
Association of Research LibrariesRaynna Bowlby & Francine DeFranco www.libqual.org
� S Specific� the desired outcome or result is clearly defined
� M Measurable� accomplishment can be charted and/or observed
� A Attainable� achievable, goal is challenging but realistic
� R Relevant� results-oriented, in line with institutional goals and library vision
� T Timely� deadlines are set for accomplishment
Writing S.M.A.R.T. Goals
Example:
� 60% courses utilizing WebCT include links to library research materials by 9/10
Versus general goal:
� Make materials accessible to users where they are
Consultation Objective #3:
Facilitate the Writing of “Goals” based on DataHow do we identify what’s actionable for Science Disciplines Grad Students?
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
UConn’s Academic Strategic PlanAdvancing UConn’s Standing in 5 Areas
Undergraduate Education
Graduate & Professional Education
Research, Scholarship, and Creative Activity
Diversity
Public Engagement
www.libqual.org
UConn Libraries’ Strategic Plan
Goal 2: Enhance strategic graduate and professional
programs through active library liaison engagement and
resource support.
Goal 3: Actively support faculty, student and staff research,
scholarship and creative endeavors through quality
instruction, liaison collaboration, collections, and
information access.
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
Library Metric Baseline 09 2014 Goal
Increase the perceived level of service quality in
ranking of “print or electronic journal collections
needed” for All users
7.21 7.5
Increase the perceived level of service quality in
ranking of “electronic information resources needed” for
All users
7.21 7.5
Increase perceived level of service quality in ranking of
“easy to use access tools” for All users
7.28 7.7
Increase Undergraduates perceived level of service
quality ranking of “modern equipment that lets me
easily access needed information.”
7.41 8.0
Increase Undergraduates perceived level of service
quality ranking of library Web site “enabling me to
locate information on my own.”
7.07 7.77
Increase Undergraduates perceived level of service
quality ranking of “quiet space for individual activities.”
7.07 7.77
www.libqual.org
UConn Libraries’ Strategic PlanExamples of Metrics and Targets Using LibQUAL+®
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
What Have We Done So Far for
Graduate Students?� Increased the number of electronic journals
across disciplines
� Improved electronic access to a wide variety of
collections, resources, and services
� Purchased electronic books, reference
materials and historical information as identified
by specific disciplines
� Improved interlibrary loan request and tracking
� Identified potential library space dedicated for
graduate student use
www.libqual.org
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
What Have We Done So Far for
Graduate Students?� Expanded streamed video and audio
collections
� Revised and expanded instruction and
consultation services customized for
graduate students by discipline
� Established opportunities for graduate
students to present current/ongoing research
� Established a mechanism to investigate the
impact of new technologies on graduate
student research and learning
www.libqual.org
Association of Research LibrariesRaynna Bowlby & Francine DeFranco
What’s Next?
� Conduct LibQual+ during November 2010
� Communicate survey results with staff and discuss
findings and plans for additional analysis
� Compare LibQual+ 2008 and 2010 survey results
and identify improvements and issues reflected in
survey findings
� Review Strategic Plan metrics and update to
reflect 2010 survey results. Revise as needed
� Identify strategies to incorporate survey results into
departmental, team and individual 2012 goals
� Celebrate successes and plan improvements!!
www.libqual.org
