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LibQUAL+™ Process OverviewLibQUAL+™ Process OverviewUsing the Web as a Management ToolUsing the Web as a Management Tool
Martha Kyrillidou
LibQUAL+™ Canada MeetingOttawa, CanadaJune 14, 2006
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Wide Array of User Studies Now Available
Students start with
Format Agnostic
Seek convenien
ce
Findings
Charting User Change
User BehaviorUser Behavior User ExpectationsUser Expectations
Customer Service (qualified & helpful staff)
Library as a place, symbol, refuge
Self-sufficiency & control of information
seeking process
Ready access to wide range of
content (e.g. complete runs of journals)
BornDigital
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… a revolution in making
Il est plus nécessaire d'étudier les hommes que les livres
—FRANÇOIS DE LA ROCHEFOUCAULD (1613–1680)
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Partnership among ARL
Texas A&Mhundreds of librariesthousands of users
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ObjectivesObjectives
• Identify key elements that contribute to a successful survey implementation
• Learn how the LibQUAL+™ project web site can help you manage your survey
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Step 1: DefineStep 1: DefineConsider 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?
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Registration and CostsRegistration and Costs
• 2007 participation fee: $2,850 per survey implementation
• Other potential costs include:– Local marketing and promotion– Travel– Staff time spent on the project
• Registration opens in September
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Survey formatSurvey format
• 22 core items
• 5 optional local questions (more on this later)
• Additional questions on library use, information literacy, and general satisfaction
• Demographic questions
• Box for open-ended comments
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TechnologyTechnology
• Work with IT department to select e-mail addresses and compile mailing lists
• Consider your hardware, software, and network connections
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Sample GroupsSample 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>
– 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)
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Survey LiaisonsSurvey 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
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Survey CommunicationsSurvey Communications
How will you promote your survey and communicate results?
• Advertising/marketing
• Survey web sites
• Flyers and other handouts
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Success CriteriaSuccess Criteria
• Dependent on your local situation
• General criteria:– Data analysis yields representative and
useable results
• Response rates, completion rates, and representativeness
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Step 2: PrepareStep 2: PrepareComplete 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
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Survey Management CenterSurvey Management Center
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Manage Your SurveyManage Your Survey
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Survey PreferencesSurvey 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
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Survey CustomizationSurvey Customization
• Choose five local questions (optional)
– “Using Localized Survey Items to Augment Standardized Benchmarking Measures Across User Groups: A LibQUAL+(TM) Study,” Bruce Thompson and Colleen Cook
• Define disciplines for your institution
• Provide library branch information
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PreviewPreview
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
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RepresentativenessRepresentativeness
Tell us about your institution:
• User types (undergrad, graduate, faculty)
• Number of users in each discipline
• ARL statistical information (number of volumes held, etc.)
• User data will be used to determine the representativeness of your sample
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Step 3: Implement Step 3: Implement Launch the survey on your campusLaunch the survey on your campus
• Send survey invitation and URL
• Typical survey period is 3 weeks long
• Send 2-3 follow-up reminders to users
• Respond to user feedback
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Monitor the SurveyMonitor 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• Can also see user
comments in real-time
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Step 4: Wrap-upStep 4: Wrap-upClose down your survey and receive resultsClose down your survey and receive results
• Session I closes in early June; Session II in early December
• Contact local incentive winners, if you offered a local prize
• Provide feedback to the LibQUAL+™ team about your survey
• Receive survey results data – Results notebooks (in PDF format) and Excel data
files provided on a rolling basis– SPSS data files sent separately at a later date
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Local IncentivesLocal Incentives
• Provides list of 50 randomly selected respondents for local incentive prizes
• Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)
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Post Hoc QuestionnairePost Hoc Questionnaire
Provide the ARL team with information about your survey run
• Sample size• Number of e-mails sent• Incentives offered• Marketing/promotion
methods
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Evaluation SurveyEvaluation Survey
Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience
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LibQUAL+™ ResourcesLibQUAL+™ Resources
Project Web Site http://www.libqual.org
LibQUAL+™ Procedures Manual
http://www.libqual.org/Information/Manual/index.cfm
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On the LibQUAL+® Management Center:Results Notebooks (PDF)Group Notebook (PDF)Unified Notebook (PDF)User CommentsExcel Data File
Emailed several months later:SPSS data files (if requested at registration)
The LibQUAL+® Results
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Results Notebooks
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LibQUAL+® 2006: Overall Highlights
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LibQUAL+® 2006: Overall Highlights
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LibQUAL+® 2006: Types and Groups
Consortium #
AAHSL 7
AJCU-Academic 21
AJCU-Law 1
Alabama 2
Church Libraries 7
CONSULS 5
EBSLG 17
Florida 1
Georgia 14
Keystone Lib Net 2
Mass-LSTA 5
National Health 10
NC Comm Coll 15
NY3Rs 2
Oberlin 2
OhioLINK 2
SCONUL 21
VALE 1
Total: 135
TYPE #
College or University 197
Community College 21
European Business 16
National Health 10
Health Sciences 9
Academic Law 6
Public 3
Family History 2
State 2
FFRDC 1
Hospital 1
Total: 268
Session 1 212
Session 2 56
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LibQUAL+® 2006: Languages and Countries
Country #
Australia 2
Canada 11
Denmark 2
Finland 2
France 2
Ireland 2
Netherlands 5
Norway 2
South Africa 7
Sweden 4
Switzerland 2
UK 34
Venezuela 1
Int'l Total: 76
US Total: 192
Language Number
American English 179
British English 40
Unspecified 38
Dutch 2
Dutch English 2
Continental French 1
Danish 1
Finnish 1
German 1
Norwegian 1
Swedish 1
Swedish (BE) 1
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LibQUAL+™ Team at ARL
• MaShana Davis– Technical Communications Liaison– [email protected]
• Richard Groves– Customer Relations Coordinator – [email protected]
• Mary Jackson– LibQUAL+™ Service Manager – [email protected]
• Martha Kyrillidou– Director, Statistics & Service Quality Programs – [email protected]
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Other LibQUAL+® Services
•Consulting Services
•Custom Analyses
•Custom Notebooks
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Our collective challenge is, therefore, to take this information—both the positive and the challenging—and evaluate where to invest more, invest less, invent new and invert old, communicate more and market better.
Cathy De Rosa
Vice President, Marketing & Library Service
Introduction, College Students’ Perceptions of Libraries and Information Resources, ix (2006)
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