Working with an Outside Agency to Conduct a
Community Survey
Burlington Public Library’s Experience
Burlington Public Library
Melanie Southern OLA Session 1820Coordinator, Strategic Planning & Projects February 2, 2008
BurlingtonPublic Library Today’s Discussion
Insights and tips Support Process Working with consultants Some key findings and impacts Question & Answer
BurlingtonPublic Library Background: Why now?
Our Promise
Identity
BurlingtonPublic Library Background
Facility Projects: Central Library Renewal Project
BurlingtonPublic Library Background
Brant Hills Relocated branch
connected to a renewed community centre
BurlingtonPublic Library Background
Time of Transition in Library Field Time to evaluate Set Priorities
Collections Services Programs
BurlingtonPublic Library Background
Quality of Service Report 2003, City of Burlington – survey ranks City services including the library system
Brant Hills Community Centre and Tyandaga Branch Library Feasibility Study, 2002. Prepared by Ipsos Reid.
Community Consultation Program, 1996. Prepared by Monteith Zelinka Priamo Ltd with Cameron Consulting Services.
Library Service Needs Study, 1990. Prepared by Institute of Environmental Research (1985) Inc.
BurlingtonPublic Library 1996 Library Service Needs
Top ranked services:
1. Borrow books
2. Place holds
3. Inter-Library Loans
4. Delivery of Holds
5. Seating/ study space
Least Important:
1. Feature film videos
2. Internet access – recreation
3. Compact discs (children’s)
4. CD-ROM
5. CDs (music)
Study Conclusions: Top 5
BurlingtonPublic Library Background
2007 Strategic Planning process for the 2007-2011Strategic Plan
Added Bonus: 2006 City of Burlington’s Quality of
Services survey
BurlingtonPublic Library
Funding: $50,000. budget (capital budget)
Support
Where to start?
BurlingtonPublic Library Support
Building for Tomorrow 2005-2007
Strategy B1: Build the Library’s understanding of its users and the community
Strategic Objective B
Understand our community better and target our collections, facilities and services to meet their needs
BurlingtonPublic Library
BurlingtonPublic Library Foundation
Project Brief Purpose and Scope Structure Content Process Timelines Financial commitments
BurlingtonPublic Library Status Update
Actions Required- Deliverables
Work Accomplished Upcoming Activities Issue/Risk/Change management
BurlingtonPublic Library
BurlingtonPublic Library Request for Proposal
http://www.accessola.com/superconference2008/
Saturday: Session 1820
BurlingtonPublic Library RFP
Terms of reference: Introduction Background
Make up of the city
Reference past surveys
BurlingtonPublic Library RFP
Survey Details Content How results will be used Objectives:
Collections and services Facilities Amenities and customer service
BurlingtonPublic Library RFP
Scope of Work & Specifications Orientation and background review Survey design Survey execution
BurlingtonPublic Library RFP
Survey Findings Survey finding
Draft report Final report
Project team/ reporting structure Budget
BurlingtonPublic Library RFP
Timelines Proposal submission requirements Evaluation Criteria City of Burlington’s Standard Terms
and Conditions
BurlingtonPublic Library
BurlingtonPublic Library Who?
Compile a Consultant list: Library list City’s list
BurlingtonPublic Library Selecting your consultant
Short list Interview Reference checks
Ipsos Reid was our selected agency Why?
BurlingtonPublic Library Selecting your consultant
RFP Submission Evaluation Criteria
A. Written response (10 points)
B. Suggested Approach (40 points)
C. Financial Factors (15 points)
D. Proponents History (18 points)
E. Personnel Proposed (17 points)
BurlingtonPublic Library Selecting your consultant
Interview Presentation
Question and answer Check References Document comments
BurlingtonPublic Library
BurlingtonPublic Library Cross Functional Team
Project team: Administration Information Services Children and Youth Services Neighbourhood branches District Branch
BurlingtonPublic Library Team Building
Kick-off meeting: Introductions Background Review of other surveys Ipsos Reid’s submission Timelines Roles and expectations
BurlingtonPublic Library Team Building
Ipsos Reid Training Sampling Questionnaire design Data reports Other issues
BurlingtonPublic Library Questionnaire Development
Test Assumptions User profiles Demographics Location Convenience Facilities
Services Loan Periods Further contact?
BurlingtonPublic Library Questionnaire Development
Comparing Frequency of Usewith other surveys:
FOPL City’s Quality of Services
1-5 times year At least once / week+
6-10 times At least once a month
11-20 times At least one a year
21 times or more Never
Consultants created compatible category breakdowns
BurlingtonPublic Library Team’s Mantra
Need to know? Like to know? What can we do with this information?
Additionally: Don’t “wordsmith” Let the consultants do their job
BurlingtonPublic Library Questionnaire
A. Screening and Identification questions
B. Reputation questions
C. Usage questions
D. Non-users only questions
E. Users – Satisfaction questions
F. Communications questions
Z. Demographics questions
BurlingtonPublic Library Questionnaire
Discussion example:
Scaling: Rank response on a scale from 1 to 7, where
1 means your opinion is “Very unfavourable”
4 means you are “Neutral” and
7 means your opinion is “Very favourable”?
BurlingtonPublic Library Field Test
Call monitoring
Why a telephone survey? Straight forward approach Proportionate representation Quick turn-around times Greater control (vs. mail or online)
BurlingtonPublic Library
BurlingtonPublic Library Methodology
Survey period: November 15 & December 3, 2006
Telephone survey: 1001 completed calls
BurlingtonPublic Library Methodology
Group 1:
751 respondents Purpose: to understand perceptions
Library users Non-users
BurlingtonPublic Library Methodology
Group 2: 250 additional calls of “non-users”
Purpose: better understand non-users with greater statistical confidence
General Population: Weighted by ward and gender +/-3.6%, 19 times out of 20
BurlingtonPublic Library
BurlingtonPublic Library Summary
Valuable institution to the community Strong positive image Collections Staff Welcoming facilities High level of satisfaction
BurlingtonPublic Library Summary
High usage: 8 in 10 access the Library Utilize collections and programs
Borrowing books DVDs Information Person Interests
BurlingtonPublic Library Summary
Realistic wait times 70% expect <1 month wait for holds
Get materials to people faster
BurlingtonPublic Library Summary
Occasional or Non-users: No explicit discontent Get information elsewhere Too busy
BurlingtonPublic Library Summary
Main enticements for occasional or non-users: More recent books Wireless access Longer loan periods More accessible/ comfortable locations
BurlingtonPublic Library Summary
Facility planning: Good perceptions overall Room to Improve
Amount of seating/ study area Internet access
BurlingtonPublic Library Summary
Customer Service: Good marks for
Friendliness and assistance with questions
Areas for improvement: Providing recommendations Availability to answer questions
BurlingtonPublic Library
BurlingtonPublic Library Request for Proposal
http://www.accessola.com/superconference2008/
Saturday: Session 1820
BurlingtonPublic Library Changes?
Questionnaire: Shorter? Rating Scale: Scale of 1-7 Release of Information
Might consider next time: Commuters Younger than 18 years of age
BurlingtonPublic Library Final Report
Rewrites, edits, amendments Write to your audience Be assertive Work with the vendor
BurlingtonPublic Library Contributions
InTouch with our Community:2007 – 2011 Strategic Plan Focus groups
BurlingtonPublic Library
Strategic Directions More customer-friendly and less
intimidating Increased Marketing Branding
BurlingtonPublic Library Insights and Hints
Get experience Project Brief
Status updates
Don’t go it alone Train your team Know your business Document, document, document
BurlingtonPublic Library Insights and Hints
Take advantage of technology Know your audience Issue escalation
Added suggestions: Raw data (SPSS, tables, hardcopies) Plan for your next community consultation
BurlingtonPublic Library Additional resources
Posted Surveys Sample size calculator
http://surveysystem.com/sscalc.htm Search terms:
sample size confidence interval sampling
BurlingtonPublic Library In Conclusion
Questions?