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LibQUAL+LibQUAL+®® Survey Results Survey Results
www.libqual.org
Presented by: Selena Killick
ARL/SCONUL LibQUAL+ AdministratorCranfield University
Introduction to LibQUAL+University of Westminster, London
February 5, 2010
www.libqual.org
Results Notebooks
• Sections for Overall, Undergraduates, Graduates, Faculty, Staff, Library Staff include:– Demographic Summary– Core Questions Summary– Dimensions Summary– Local Questions– General Satisfaction Questions– Information Literacy Outcomes Questions– Library Use Summary
• Appendix describing changes in the dimensions and the questions included in each dimension.
www.libqual.org
ResultsResults
• Data Repository:Individual Notebooks Group Notebook (PDF)Unified Group Notebook (PDF)
• User Comments• Excel / SPSS data files
www.libqual.org
Core Items and DimensionsCore Items and Dimensions
22 core items (i.e., questions)
Three dimensions:
• Affect of Service – 9 questions
• Information Control – 8 questions
• Library as Place – 5 questions
www.libqual.org
DO YOU UNDERSTAND DO YOU UNDERSTAND YOUR RESULTS?YOUR RESULTS?
www.libqual.org
Remember to check the Procedures Manual
www.libqual.org
Understanding Your Individual ResultsUnderstanding Your Individual Results
• Look at the top 5 most desired services
• Compare your results with peer or SCONUL institutions
• Compare your results over time
• Compare your faculty’s minimum with the aggregate minimum acceptable levels– Same for perceived and desired
• Look at user groups individually
www.libqual.org
Understanding Your Individual ResultsUnderstanding Your Individual Results
• Look at user groups by discipline
• Look at results to determine if users are not aware of what the library already does
• Explore one question by discipline and user group
• Probe the questions that had meaningful gaps between perceived results and minimum expectations
• Focus on questions with negative gaps (i.e., the red)
www.libqual.org
Interpreting Your Interpreting Your LibQUAL+LibQUAL+®® Data Data
• Determining representativeness
• LibQUAL+® Scores have 3 interpretation frameworks:– Zone of tolerance– Peer comparisons– Longitudinal analysis
• Quantitative Analysis: Excel Data
• Qualitative Analysis: Comments
www.libqual.org
Determining RepresentativenessDetermining Representativeness
www.libqual.org
Understanding Your Individual Results: Understanding Your Individual Results: Radar ChartsRadar ChartsKey Term: Zone of Tolerance
www.libqual.org
Key to Radar ChartsKey to Radar Charts
Key Term: Zone of Tolerance
www.libqual.org
Perceived is greater than desired
Perceived is greater than minimum, less
than desired
Perceived is less than minimum
Minimum
Minimum
Desired
Desired
Perceived
Perceived
Perceived
Radar Chart BasicsRadar Chart Basics
www.libqual.org
What Do the Colors Mean?What Do the Colors Mean?
GreenAnd
Blue
Key Term: Zone of Tolerance
www.libqual.org
What Do the Colors Mean?What Do the Colors Mean?
Red
Key Term: Zone of Tolerance
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What Do the Colors Mean?What Do the Colors Mean?
Little Yellow
Key Term: Zone of Tolerance
www.libqual.org
What Do the Colors Mean?What Do the Colors Mean?
A lot of Yellow
Key Term: Zone of Tolerance
www.libqual.org
Understanding Your Individual Results: Understanding Your Individual Results: Thermometer ChartsThermometer Charts
Key Term: Zone of Tolerance
www.libqual.org
Dimension SummaryDimension Summary
Key Term: Zone of Tolerance
www.libqual.org
Making the Most of the Data
• Further data analysis is necessary to maximise the potential of your results
• Initial results will provide an overview of your service
• Detailed analysis allows further issues to be highlighted
www.libqual.org
Three interpretation frameworks
• Zone of tolerance– Perceptions vs. expectations– meeting users minimum expectations– Approaching users’ desired expectations
• My scores over time (longitudinal)– Am I doing better or worse compared to last
time I measured my performance
• Peer comparisons
www.libqual.org
Other Analytical ToolsOther Analytical Tools
• LibQUAL+® Analytics– Institutional Explorer (peer comparison)– Longitudinal Analysishttp://www.libqual.org/Interactive/index.cfm
• Norms
• SPSS
www.libqual.org
Quantitative Analysis: Excel DataQuantitative Analysis: Excel Data
• Excel/SPSS data files available on the LibQUAL+® Web site
• Use customized radar chart template to create custom analyses
www.libqual.org
Qualitative Analysis: User CommentsQualitative Analysis: User Comments
• About one-half of users include comments on their surveys
• User Comments available on the LibQUAL+® Web site– Download comments in Excel or text file
• Skim the comments
• Conduct ATLAS.ti analysis
www.libqual.org
Library Use SummaryLibrary Use Summary
www.libqual.org
2009 2009 LibQUAL+LibQUAL+®® Highlights: Highlights: Session I & IISession I & II
Available for download on the Publications page at http://www.libqual.org/Publications/index.cfm
www.libqual.org
LibQUAL+ Analysis ServiceLibQUAL+ Analysis Service
• The possibilities for additional analysis are endless, your time may not be
• LibQUAL+ analysis service provides customised reports produced to your requirements
• Discounted pricing due to unique relationship with the ARL
• Contact Selena for details, [email protected]
www.libqual.org
Summary and ClosureSummary and Closure
www.libqual.org
LibQUAL+LibQUAL+®® Resources Resources
• New LibQUAL+® Web site• New LibQUAL+® Lite• Publications• Events and Training• LibQUAL+® Procedures
Manualwww.libqual.org
UK Email discussion group:http://www.jiscmail.ac.uk/(search for LibQUAL)
www.libqual.org
The The LibQUAL+LibQUAL+®® Team TeamUK contacts:The best way to contact us:
• Selena KillickARL/SCONUL LibQUAL+ Consortium Administrator [email protected]: 01793 785561
• Stephen TownDirector, University Library & Archives, University of York & LibQUAL+ steering committee [email protected]
USA contacts:The best way to contact us: [email protected]
• David GreenLibrary Relations Coordinator [email protected]
• Yolanda GlassAdministrative [email protected]
• Martha Kyrillidou
Senior Director, Statistics and Service Quality [email protected]
• Gary RoebuckTechnical Operations [email protected]