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LibQUAL+LibQUAL+®® & Beyond: Applying Your & Beyond: Applying Your Survey Results & Other Performance Survey Results & Other Performance
Measures in Library PracticeMeasures in Library Practice
LibQUAL+® Canada WorkshopOctober 24-25, 2007
Ottawa, Ontario, Canada
Martha Kyrillidou, Director, Statistics and Service Quality Programs, ARLSteve Hiller, Director, Assessment and Planning, UW
Jim Self, Director, Management and Information Services, UVA
Martha Kyrillidou, Director Statistics and Service Quality Programs
Association of Research Libraries
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What’s in a “Library”?
A word is not crystal, transparent and unchanged; it is the skin of a living
thought, and may vary greatly in color and content according to the circumstances
and time in which it is used. --Justice Oliver Wendell Holmes
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What’s in a word?What’s in a word?
What makes a quality
library?
“Quality much like beauty is in the eye of the beholder”
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Library Assessment and Library Assessment and its Global Dimensionsits Global Dimensions
• Markets and people exposed to economic and social frameworks unheard of before
• Competing internationally
• Library users exposed to global forces
• Libraries facing similar challenges
• Libraries as the Internet
• Libraries as Google
• Libraries as Collaborative Spaces
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Library AssessmentLibrary Assessment
Library assessment provides a structured process to learn about our communities, their work and the libraries connection to what they do
The information acquired through library assessment is used in an iterative manner to improve library programs and services and make our libraries responsive to the needs of our communities.
Academic libraries do not exist in a vacuum but are part of
a larger institution. Assessment within the institution may take place in individual areas as well as at the broad institutional level.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Thinking Strategically About Library Thinking Strategically About Library Futures: Some Assessment-Related Futures: Some Assessment-Related QuestionsQuestions• What is the central work of the library and how
can we do more, differently, and at less cost?• What important services does the library provide
that others can’t? • What advantages does the research library
possess?• How is customer behavior changing?• How do we add value to our customers work?• What are the essential factors responsible for
library success now and in the future?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Free speech wall, Free speech wall, Charlottesville, Sept 2006Charlottesville, Sept 2006
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
IFLA: Measuring QualityIFLA: Measuring Quality
• Resources, infrastructure: What services does the library offer?
• Use: How are the services accepted?
• Efficiency: Are the services offered cost-effectively?
• Potentials and Development: Are there sufficient potentials for future development?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Assessment at ARLAssessment at ARL
• A gateway to assessment tools: StatsQUAL®:
– ARL Statistics -- E-Metrics
– LibQUAL+®
– DigiQUAL®
– MINES for Libraries®
• Library Assessment Conferences• Service Quality Evaluation Academy• Library Assessment Blog• Making Library Assessment Work• ESP Assessment
– Effective, Sustainable, Practical
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Assessment at CARLAssessment at CARL
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Assessment at SCONULAssessment at SCONUL
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Assessment at CAULAssessment at CAUL
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Assessing the Value of Networked Electronic Services
The MINES survey
Measuring the Impact of Networked Electronic Services (MINES) - MINES for Libraries®
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What Are We Measuring? What Are We Measuring? Reviewing the ARL StatisticsReviewing the ARL StatisticsOctober 2005, ARL Board approved a study to:• Determine if there are new ways of describing
research library collections.– What is it we are currently measuring– Are they the right data– Develop alternative models
• Develop a profile of the characteristics of a contemporary research library
• Determine/develop new meaningful measures to augment current ones to support this profile
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Quantitative StatsQuantitative Stats(Per Bruce Thompson)(Per Bruce Thompson)
• Expenditure Focused Index (EFI)• Current ARL stats that could be used for
benchmarking– Collections – User interactions
• # Participants in group presentations• # Presentations to library groups• # Reference transactions
– Collaborative Activities - Interlibrary loan activities• Borrowed total items• Loaned total items
• Set of statistics related to the digital library (from ARL supplementary statistics)
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Qualitative ProfileQualitative ProfileDeveloping New Metrics Developing New Metrics (per Yvonna Lincoln)(per Yvonna Lincoln)
• Uniqueness of collections• Defining the value of consortia• Administrative and budgetary efficiencies• Student outcomes/student learning/graduate
success• Contributions to faculty productivity• Social frameworks/intellectual networks• Generating new knowledge• Creating the collective good with reusable
assets
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What Makes a Research Library?What Makes a Research Library?
• Breadth and quality of collections and services• Sustained institutional commitment to the library• Distinctive resources in a variety of media• Services to the scholarly community• Preservation of research resources• Contributions of staff to the profession• Effective and innovative use of technology• Engagement of the library in academic planning
Association of Research Libraries ‘Principles of Membership’
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Group discussionGroup discussion
• How do you go about developing a profile that is succinct and rich?
• Other important areas that should be part of a qualitative profile?
• Can LibQUAL+® be used in the profiles?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Library of the Future Will Also Library of the Future Will Also Need . . .Need . . .. . . To have it’s own data collection and
management personnel, individuals who constantly collect, analyze and prepare reports on data regarding what services are being used, which portions of the collection are getting the highest usage, what materials are being lent through interlibrary loan, and who patrons are.
Documenting the libraries contributions to quality teaching, student outcomes, research productivity will become critical.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Making Library Assessment WorkMaking Library Assessment Work
• ARL project approved in 2004• Funded by participating libraries• Site visits by Steve and Jim
– Presentation– Interviews and meetings – Report to the Library
• 24 libraries in U.S. and Canada visited in 2005-06
• Succeeded by Effective, Sustainable and Practical Library Assessment in 2007– Open to all libraries – 6 libraries participating in 2007
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What We FoundWhat We Found
• Strong interest in using assessment to improve customer service and demonstrate value of library
• Many libraries uncertain on how to establish, maintain, and sustain effective assessment
• Effectiveness of assessment program not dependent on library size or budget
• Each library has a unique culture and mission. No “one size fits all” approach works.
• Strong customer-focus and leadership support were keys to developing an effective and sustainable assessment
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What are the lessons learned?What are the lessons learned?
• Understanding changes in users approach to information resources.
• Service quality improvement is a key factor.
• Understanding the impact of e-resources on library services - TRL.
• Learning how to compete with Google.
• Upfront investment in design and development.
• Making the assessment service affordable, practical,
& effective.
• Assessment needs to be satisfying and fun.
Steve Hiller Director
Assessment and PlanningUniversity of Washington Libraries
User Needs Assessment and Academic Library Performance
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
An “Aha” Moment
“[Access to online resources] has changed the way I do library research. It used to be a stage process: Initial trip, follow-up trip, fine-tuning trip. Now it’s a continuous interactive thing. I can follow-up anything at any time. While I’m writing I can keep going back and looking up items or verifying information.”
Graduate Student, Psychology (2002 UW Libraries focus group)
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What Do We Need to Know About Our What Do We Need to Know About Our Customers?Customers?
• Who are our customers (and potential customers)?• What are their teaching, learning, and research interests? • How do they work? What’s important to them?• How do they find information needed for their work?• How do they use library services? What would they
change?• How do they differ from each other in library use/needs?
How does the library add value to their work?How does the library contribute to their success?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
How Do We Get Customer Information?How Do We Get Customer Information?
• Surveys• Usage statistics• Focus groups• Observation• Usability• Interviews• Embedding• Data mining (local, institutional)• Logged activities
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
University of WashingtonUniversity of Washington(Site of the 2008 Library Assessment Conference!)(Site of the 2008 Library Assessment Conference!)
• Located in beautiful Seattle metro population 3.2 million
• Comprehensive public research university – 27,000 undergraduate students– 12,000 graduate and professional
students (80 doctoral programs)– 4,000 research and teaching
faculty
• $800 million annually in federal research funds (2nd in U.S.)
• Large research library system– $40 million annual budget– 150 librarians on 3 campuses
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
UW Libraries Assessment PrioritiesUW Libraries Assessment PrioritiesCustomer Needs, Use and SuccessCustomer Needs, Use and Success
• Information seeking behavior and use• Patterns of library use• Value of library• User needs• Library contribution to customer success• User satisfaction with services, collections, overall• Data to make informed and wise decisions that lead to
resources and services that contribute to user success
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
UW Libraries:UW Libraries: Assessment Methods UsedAssessment Methods Used
• Large scale user surveys every 3 years (“triennial survey”): 1992, 1995, 1998, 2001, 2004, 2007 – All faculty – Samples of undergraduate and graduate students– Research scientists, Health Sciences fellow/residents
2004-• In-library use surveys every 3 years beginning 1993• LibQUAL+™ from 2000-2003 • Focus groups/Interviews (annually since 1998)• Observation (guided and non-obtrusive)• Usability• Use statistics/data miningInformation about assessment program available at:
http://www.lib.washington.edu/assessment/
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Our Latest Assessment MethodOur Latest Assessment Method
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
The Qualitative Provides the KeyThe Qualitative Provides the Key • Increasing use of such qualitative methods as, comments
interviews, focus groups, usability, observation• Statistics/quantitative data often can’t tell us
– Who, how, why
– Value, impact, outcomes
• Qualitative provides information directly from users– Their language
– Their issues
– Their work
• Qualitative provides understanding
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Researchers and Libraries:Researchers and Libraries: 3 Recent Studies with Qualitative Focus3 Recent Studies with Qualitative Focus • University of Minnesota
– Extremely comfortable with electronic sources– Interdisciplinary critical in sciences– Inadequate methods for organizing research materials
• New York University – Researchers (all disciplines) no longer tied to physical library– Physical library can play a “community” role– Expectations for info shaped by Web and commercial sector
• University of Washington (Biosciences)– Start info search outside library space (virtual and physical)– All digital all the time – Could not come up with “new library services” unprompted
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Reasons for UW Libraries Biosciences Reasons for UW Libraries Biosciences Review Review
• Better understand how bioscientists work• Growing inter/multi/trans disciplinary work• Significant change in use patterns• Libraries responsiveness to these changes• Value of research enterprise to the University• Strengthening library connection to research
Ensuring our services and resources support the work of the biosciences community
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Biosciences Review Process Biosciences Review Process (2006)(2006)
• Define scope (e.g. what is “bioscience”?)• Identify and mine existing data sources
– Extensive library assessment data– Institutional and external data
• Acquire new information through a customer-centered qualitative approach – Environmental scan – Interviews – Focus groups – Peer library surveys
NO NEW USER SURVEYS
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Biosciences Faculty Interview ThemesBiosciences Faculty Interview Themes
• Library seen primarily as E-Journal provider • Physical library used only for items not available online• Start information search with Google and PubMed• Too busy for training, instruction, workshops• Faculty who teach undergrads use libraries differently• Could not come up with “new library services”
unprompted
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Biosciences Focus Group ThemesBiosciences Focus Group Themes• Content is primary link to the library
– Identify library with ejournals; want more titles & backfiles
• Provide library-related services and resources in our space not yours– Discovery begins primarily outside of library space with Google and Pub
Med; Web of Science also important
– Library services/tools seen as overly complex and fragmented
• Print is dead, really dead– If not online want digital delivery/too many libraries
– Go to physical library only as last resort
• Data and reference management important to some– Bioresearcher toolkit, EndNote, JabRef, StatA
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Biosciences Task Force RecommendationsBiosciences Task Force Recommendations
• Integrate search/discovery tools into users workflow• Expand/improve information/service delivery options• Make physical libraries more inviting/easier to use
– Consolidate libraries, collections and service points– Reduce print holdings; focus on services
• Use an integrated approach to collection allocations• Get librarians to work outside library space• Lead/partner in scholarly communications & E-science • Provide more targeted communication and marketing
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Biosciences Review Follow-up : 2007 ActionsBiosciences Review Follow-up : 2007 Actions
• Appointed a Director, Cyberinfrastructure Initiatives & Special Asst to the Univ Libr for Biosciences & E-Science
• Libraries Strategic Plan priorities for 2007 include:
– Improve discovery to delivery (WorldCat Local etc.)– Reshape our physical facilities as discovery and learning centers – Strengthen existing delivery services, both physical and digital,
while developing new, more rapid delivery services– Enhance and strengthen the Libraries support for UW’s scientific
research infrastructure – Do market research before developing & promoting services
• Informed development of Libraries 2007 Triennial Survey
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
In God We Trust: In God We Trust: All Others Must Bring DataAll Others Must Bring Data
UW Triennial Survey 2007 – Selected QuestionsMode of access/physical library uses and users
Resource type importance
Sources consulted for research
Primary reasons for using Libraries Web sites
Information literacy
Libraries contribution to work and academic success
Useful library services (new and/or expanded)
Satisfaction
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
UW Triennial Library Survey UW Triennial Library Survey Number of Respondents and Response Rate 1992-2007Number of Respondents and Response Rate 1992-2007
2007 2004 2001 1998 1995 1992
Faculty 1455
36%
1560
40%
1345
36%
1503
40%
1359
31%
1108
28%
Grad/Prof
Students
580
33%
627
40%
597
40%
457
46%
409
41%
560
56%
Undergrads 467
20%
502
25%
497
25%
787
39%
463
23%
407
41%
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Mode of Library Use by Group 2007 (weekly or more often)
Visit Only 2%
Visit Only 1%
Visit Only 27%
Remote & Visit 19%
Remote & Visit 39%
Remote & Visit45%
Remote Only72%
Remote Only47%
Remote Only14%
Non- Weekly 8%
Non- Weekly6%
Non- Weekly 20%
Faculty
Grad
Undergrad
I only wish I could reproduce the graduate reading room in my home because I do so much of my reading/research online now. Oh well, at least I can be in my slippers.
Associate Professor, Psychology
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
UW Faculty Mode of Use by Academic Area 1998/2007 (w eekly or more often)
0% 1% 1%Visit Only 6%
Visit Only10%Visit Only10%
Remote & Visit 32%
Remote & Visit 42%
Remote & Visit 51%
Remote & Visit 17%
Remote & Visit 39%
Remote & Visit
7%
Remote Only45% Remote
Only87%
Remote Only26% Remote
Only 72%
Remote Only 23%
Remote Only 47%
Non- Weekly 17%
Non- Weekly5%
Non- Weekly 25%
Non- Weekly 9% Non- Weekly
15%
Non- Weekly,9%
Health Sci1998
Health Sci2007
Science-Engin1998
Science-Eng2007
Hum-Soc Sci1998
Hum-Soc Sci2007
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Undergrad Mode of Library Use 1998/2007 (w eekly or more often)
Visit Only 27%Visit Only 35%
Remote & Visit 35%
Remote & Visit39%
Remote Only 7%
Remote Only14%
Non- Weekly 23%
Non- Weekly20%
Undergrad 1998 Undergrad 2007
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Physical Library Users by Group forPhysical Library Users by Group forSelected LibrariesSelected Libraries (2005 In-Library Use Survey) (2005 In-Library Use Survey)
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Main Art Business Health Sci Math Music Undergrad
Undergrad Grad Faculty Other
Undergrads 70%, Grads 25%, Faculty/Staff 5%
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Physical Library Use by Academic AreaPhysical Library Use by Academic Area (2005 In-Library Use Survey)(2005 In-Library Use Survey)
Libraries Used Biology Undergrads (n=126)
Other
Chem9%
Other Sci
Health Sci
Main33%
UGL 44%
Health Sci Library Use - Grad by Area (n=186)
0% 20% 40% 60% 80% 100%
Health Sci
Other
Unknown
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What Do They Do in the Library?Activities by Group (UW 2005 In-Library Use Survey)
0%
10%
20%
30%
40%
50%
60%
70%
Ask for help Look formaterial
Copy Work alone Work in groups Use LibComputer
Use printer
Undergrads
Grad Students
Faculty/Staff
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
In-Person Visits1998-2007(% From "triennial" surveys)
Faculty
Faculty
Grad
Grad
Undergrad
Undergrad
20%
30%
40%
50%
60%
70%
80%
1998 2001 2004 2007
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Off-Campus Remote UseOff-Campus Remote Use 1998-20071998-2007((Percentage using library services/collections at least Percentage using library services/collections at least 2x2x week)week)
Faculty
Undergrad
Grad
0%
10%
20%
30%
40%
50%
60%
70%
1998 2001 2004 2007
0%
10%
20%
30%
40%
50%
60%
70%
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Importance of Books, Journals, DatabasesImportance of Books, Journals, DatabasesAcademic Area Academic Area (2007, Faculty, Scale of 1 “not important” to 5 “very important)(2007, Faculty, Scale of 1 “not important” to 5 “very important)
Books
Journals<1985
Bib
Databases
Journals>1985
3
3.25
3.5
3.75
4
4.25
4.5
4.75
5
Health Sciences Science-Engineering Hum-Soc Science
Books Journals<1985 Bib Databases Journals>1985
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Book/Older Journal Importance By Selected College/School (2007, Faculty)
Education
Nursing
Medicine
Fine ArtsHumanities
Science Social Sci
Engineering
Ocean-Fish
ForestryBusiness
Public Health
2.75
3
3.25
3.5
3.75
4
4.25
3 3.25 3.5 3.75 4 4.25 4.5 4.75 5
Book
Old
er J
ourn
al
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Overall Collections Satisfaction Overall Collections Satisfaction in Selected Hum/Soc Sci Colleges in Selected Hum/Soc Sci Colleges (2007, Faculty and Grads)(2007, Faculty and Grads)
Faculty Faculty
Grad
Grad
3.8
3.9
4
4.1
4.2
4.3
4.4
4.5
4.6
Architect Fine Arts Humanities Social Sci Business Education
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Sources Consulted for Information on Sources Consulted for Information on Research TopicsResearch Topics (2007, Scale of 1 “Not at All” to 5 “Usually”)(2007, Scale of 1 “Not at All” to 5 “Usually”)
Faculty
Grad
Undergrad
2.5 2.75 3 3.25 3.5 3.75 4 4.25 4.5
BibliographicDatabases
Open Internet RefSource
Open Internet Search
“If it’s not on the Internet, it doesn’t exit.” My students at all levels behave this way. They also all rely on Wikipedia almost exclusively for basic information. Associate Professor, English
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Primary Reasons for Using Libraries Primary Reasons for Using Libraries Web SitesWeb Sites 2007 Faculty2007 Faculty (at least 2x per week)(at least 2x per week)
15%
25%
35%
45%
55%
65%
75%
Health Sci Science-Engin Hum-Soc Sci
Library Catalog Bib Database Online journal articlesThe ability to access full-text or pdf research articles online through the library subscriptions is my primary use of the library and is central to my research. Neurobiology Grad Student
The ability to access full-text or PDF research articles online through the library subscriptions is my primary use of the library and is central to my research. Neurobiology Grad Student
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Information Literacy: Importance to Undergrad Information Literacy: Importance to Undergrad Success & Rating Student PerformanceSuccess & Rating Student Performance(% of Faculty marking 4 or 5 on scale of 1 “Low” to 5 “High” in 2007 Triennial Survey)(% of Faculty marking 4 or 5 on scale of 1 “Low” to 5 “High” in 2007 Triennial Survey)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Finding and RefiningResearch Topics
Finding Info in Library
Finding Info on Web
Critically evaluatinginfo sources
Cite sources correctly
Knowing aboutplagiarism
Performance Importance
It is difficult to help students understand how to use sources, what the libraries can provide them, and help them appreciate the resources available to them beyond Google. Do you have any suggestions? Assistant Professor, Art
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Undergrad Rating of Usefulness Undergrad Rating of Usefulness (Mean score on scale of 1 “Not Useful” to 5 “Very Useful”)(Mean score on scale of 1 “Not Useful” to 5 “Very Useful”)
3 3.25 3.5 3.75 4 4.25 4.5
Librarian classpresentation
Research consultwith librarian
Library referenceassistance
Library subjectguides
Course reserves
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Usefulness of New/Expanded Services Usefulness of New/Expanded Services Faculty and Grad Faculty and Grad (% responding yes for each service)(% responding yes for each service)
0% 10% 20% 30% 40% 50% 60% 70% 80%
Manage your info anddata
Integrate services intocampus Web sites
Office Delivery ofBooks
Digitize collections
Scan on Demand
Grad Faculty
You’re considering a free scanning service for journal articles? That would change my life! Wow! I didn’t even know I could want that. Now I want that! Post-Doc, Oceanography
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Usefulness of New/Expanded Services Usefulness of New/Expanded Services UndergradsUndergrads (Physical Library Services in Red)(Physical Library Services in Red)
0% 10% 20% 30% 40% 50% 60%
Consult on finding info
Group/PresentationSpaces
Book Self-Check out
Integrate services intocampus Web sites
More library computers
Increase weekend hours
Quiet work/study areas
Odegaard needs a facelift. The lighting in terrible and the workspaces are old--not somewhere that you want to spend hours studying. I live in Suzzallo, however and I love it. Undergrad
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Libraries Contribution to:Libraries Contribution to: (Scale of 1 “Minor” to 5 “Major”) (Scale of 1 “Minor” to 5 “Major”)
3 3.25 3.5 3.75 4 4.25 4.5 4.75
Academic Success
Efficient Use of Time
Finding info in new orrelated areas
Keeping current inyour field
Being a moreproductiveresearcher
Grad Faculty
The UW libraries and librarians are the BEST. Our ability to access the system from the road (or home) and to review/download current articles is absolutely super. The resources on HealthLinks have helped train many young doctors and saved COUNTLESS lives. --Associate Professor, Medicine
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
2007 Triennial Survey Key Findings2007 Triennial Survey Key Findings• Library satisfaction exceptionally high• Long-term changes in mode of use continue
– Sharp increase in off-campus remote use by faculty/grad– Library as place still important to undergraduates
• Open Internet gains as primary discovery medium – Library provided bibliographic databases decline in importance
• Users want content delivered to them in their space & desired format
• Faculty see information literacy as important to student success– Student performance in this area is rated low – Student evaluation of effectiveness is mixed
• Libraries is major contributor to faculty research productivity and grad student academic success
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What We’ve Learned about the UW What We’ve Learned about the UW CommunityCommunity
• Libraries are still important source of information; however library less integrated into work/learn “flows”
• Library needs/use patterns vary by and within academic areas and groups
• Remote access is preferred method for faculty and grad students and has changed the way they use libraries
• Faculty and students find information and use libraries differently than librarians prefer them too
• Library/information environment is perceived as too complex; users find simpler ways (Google) to get info
• Customers cannot predict the Libraries future
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
How UW Libraries Has Used Assessment How UW Libraries Has Used Assessment
• Extend hours in Undergraduate Library• Create more diversified student learning spaces• Eliminate print copies of journals • Enhance usability of discovery tools and website• Provide standardized service training for all staff• Stop activities that do not add value • Consolidate and merge branch libraries• Change/reallocate collections allocations• Change/reallocate staffing• Support budget requests to University
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Closing the Loop: Closing the Loop: Using Data Effectively in ManagementUsing Data Effectively in Management
• Use multiple assessment methods• Focus on user work and how they find & use information • Increase reliance on qualitative info to identify issues
from user perspective• Learn from our users• Partner with other campus programs/institutions• Mine/repurpose existing data
Decisions based on data not assumptions -“assumicide”
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Our Challenge: Maintain High Value and Our Challenge: Maintain High Value and SatisfactionSatisfaction (UW Overall Satisfaction 1995-2007)(UW Overall Satisfaction 1995-2007)
Faculty 4.25
4.44
4.33 4.33
Faculty 4.56
Undergrad 3.97 3.99
4.22
4.32
Undergrad 4.36
4.34
4.26
4.11Grad 4.18
Grad 4.36
3.8
3.9
4
4.1
4.2
4.3
4.4
4.5
4.6
1995 1998 2001 2004 2007
3.8
3.9
4
4.1
4.2
4.3
4.4
4.5
4.6
You guys and gals rock!!!!!! We need to invest in our library system to keep it the best system in America. The tops! My reputation is in large part due to you. Professor, Forest Resources
Measures that Matter: Designing a Measures that Matter: Designing a Balanced Score CardBalanced Score Card
Jim Self, Director, Management Information Services, UVA
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
The University of VirginiaThe University of Virginia
• 14,000 undergraduates– 66% in-state, 34% out of state– Most notable for liberal arts– Highly ranked by U.S. News
• 6,000 graduate students– Prominent for humanities, law,
business– Recent expansion in sciences
• Located in Charlottesville– Metro population of 160,000
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
The University LibrariesThe University Libraries
• 5 million volumes
• 15 libraries
• 350 FTE staff
• $35 million budget
• Top 20 in ARL
• 2005 ACRL Academic Library of the Year
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
U.Va. Library InnovationsU.Va. Library Innovations
• Electronic Text Center -- 1992
• Customer Surveys – 1993, 1994
• LEO Faculty Delivery -- 1994
• MIS unit – 1996
• Library café -- 1998
• Balanced Scorecard – 2002
• Scholars’ Lab -- 2006
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Management Information ServicesManagement Information Services
• MIS committee formed in 1992
• Evolved into a department 1996-2000
• Currently three staff
• Coordinates collection of statistics
• Publishes annual statistical report
• Coordinates assessment
• Resource for management and staff
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Collecting the Data at U.Va.Collecting the Data at U.Va.
• Customer Surveys
• Staff Surveys
• Mining Existing Records
• Comparisons with peers
• Qualitative techniques
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
CorroborationCorroboration
• Data are more credible if they are supported by other information
• John Le Carre’s two proofs
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
UVa Customer SurveysUVa Customer Surveys
• Faculty – 1993, 1996, 2000, 2004– Separate analysis for each academic unit– Response rates 59% to 70%
• Students – 1994, 1998, 2001, 2005– Separate analysis for grads and undergrads– Undergrad response rates 43% to 50%– Grad response rates 54% to 63%
• LibQUAL+® in 2006– Response rates 14% to 24%
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Analyzing U.Va. Survey ResultsAnalyzing U.Va. Survey Results
• Two Scores for Resources, Services, Facilities– Satisfaction = Mean Rating (1 to 5)– Visibility = Percentage Answering the Question
• Permits comparison over time and among groups
• Identifies areas that need more attention
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Reference Activity and Visibility Reference Activity and Visibility in Student Surveysin Student Surveys
1,756
6,008
34%Visibility
39% Visibility
75% Visibililty
64% Visibility
1,000
7,000
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LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Constructing a Balanced Constructing a Balanced ScorecardScorecard• Select a limited number of meaningful and
measurable indicators for each dimension
• Select targets for each indicator
• Four dimensions:– User perspective– Internal processes perspective– Finance perspective– Future/growth perspective
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Importance of TargetsImportance of Targets
• Measure quantitatively
• Set challenging, but achievable targets
• Consider two sets of targets:– Complete success– Partial success
• Aggregate regularly to provide feedback
• Address problems that are revealed
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
The BSC at the U.Va. LibraryThe BSC at the U.Va. Library
• Implemented in 2001
• Results tallied FY02 through FY07
• Completing metrics for FY08
• Reporting results for FY07
• A work in progress
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Choosing the Metrics Choosing the Metrics --Reflecting Values--Reflecting Values• What is important?
• What are we trying to accomplish?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Choosing the MetricsChoosing the Metrics--Diversity and Balance--Diversity and Balance• Innovations and operations
• Variety of measurements
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Choosing the MetricsChoosing the Metrics--Ensuring validity--Ensuring validity• Does the measurement accurately
reflect the reality?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Choosing the MetricsChoosing the Metrics--Being Practical--Being Practical• Use existing measures when possible
• Use sampling
• Collect data centrally
• Minimize work by front line
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
What Do We Measure at U.Va.?What Do We Measure at U.Va.?
• Customer survey ratings
• Staff survey ratings
• Timeliness and cost of service
• Usability testing of web resources
• Success in fund raising
• Comparisons with peers
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Reviewing the PerspectivesReviewing the Perspectives
• User
• Internal Processes
• Finance
• Learning and Growth
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Balanced ScorecardBalanced ScorecardUVA Fiscal Year 2007UVA Fiscal Year 2007
Target1
Target2
Not Met
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric U.1.A: Overall rating in Metric U.1.A: Overall rating in student and faculty surveysstudent and faculty surveys
• Target1: An average score of at least 4.25 (out of 5.00) from each of the major constituencies.
• Target2: A score of at least 4.00.
FY07 Result: Target2 – Graduate students 4.08 – Undergraduates 4.11
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric I.1.A: Processing time for Metric I.1.A: Processing time for routine acquisitionsroutine acquisitions
• Target1: Process 90% of in-print books from North America within one month.
• Target2: Process 80% of in-print books from North America within one month.
• Result FY07: Target1.– 94% processed within one month.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric I.2.A.Metric I.2.A. Staff Rating of Staff Rating of Internal CommunicationsInternal Communications
• Target1: Positive scores (4 or 5) on 80% of responses to internal communications statement in biennial work life survey.
• Target2: Positive scores on 60% or responses.
• Result FY07: Did not meet target.– 48% or responses were positive.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric F.1.B. Library spending Metric F.1.B. Library spending compared to University compared to University expendituresexpenditures • Target1: : The University Library will
account for at least 2.50% of the University’s academic division expenditures.
• Target2: : The Library will account for at least 2.25% of expenditures.
• Result FY07: Target1. – 2.71% ($26.2M of $963M)
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric F.1.C.Metric F.1.C. Amount of Amount of unrestricted development receipts.unrestricted development receipts.
• Target1: Increase unrestricted (or minimally restricted) giving by 10% each year.
• Target2: Increase of 5% per year.
• Result FY07: Target1.
– FY07 unrestricted receipts were $871,000; target was $411,000.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric F.2.A: Unit Cost of Electronic Metric F.2.A: Unit Cost of Electronic Serial UseSerial Use
• Target1: There should be no increase in unit cost each year.
• Target2: Less than 5% annual increase in unit cost.
• Result FY07: Target1. – Cost per journal article downloaded in FY07 was
$1.98, compared to $2.10 in FY06.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric L.2.C.Metric L.2.C. Comparing librarian Comparing librarian salaries to peer groups. salaries to peer groups.
• Target1: Average librarian salaries should rank in the top 40% of average salaries at ARL libraries.
• Target2: Rank in top 50%.
• Result FY07: Target1.
– Ranked 33 of 113. (Top 28%)
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Trying your hand at a ScorecardTrying your hand at a Scorecard
• Devise one or two metrics per dimension– Should be something that matters– How would you measure it? – How do you define success?
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Two more metrics from U.Va. Two more metrics from U.Va.
• Representing values of the Library
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric U.3.A: Circulation of new Metric U.3.A: Circulation of new monographsmonographs
• Target1: 60% of all newly cataloged print monographs should circulate within two years.
• Target2: 50% should circulate within two years.
• Result FY07: Target1.– 63% of monographs purchased in FY05 circulated
within two years.
LibQUAL+® & Beyond, Ottawa, Ontario, Canada, October 24-25, 2007
Metric U.4.B: Turnaround time for Metric U.4.B: Turnaround time for user requestsuser requests
• Target1: 90% of user requests for new books should be filled within 7 days.
• Target2: 80% of user requests for new books should be filled within 7 days.
• Result FY07: Target1.– 77% filled within 7 days.