Effectively utilising LibQUAL+ data J. Stephen Town

Effectively utilising LibQUAL+ data

J. Stephen Town

Further analysis conducted at Cranfield

• Campus library results– Results notebook recreated for each campus library

• Results by discipline • Comparisons between PhD and Masters

students• Exploring specific issues• Detailed analysis of comments (time consuming++)

• Longitudinal analysis• Internal benchmarking • External benchmarking

– SCONUL & ARL average– Peer-to-peer

Campus Library Results

Overall CU Results 2007

Two Campus Results from CU, 2007

DCMT Results 2007

ID Question TextSuperiority

MeanDesired

Rank

IC-1 Making electronic resources accessible from my home or office -0.79 3

IC-4 The electronic information resources I need -0.73 1

IC-2 A library Web site enabling me to locate information on my own -0.72 5

IC-8 Print and/or electronic journal collections I require for my work -0.62 2

IC-6 Easy-to-use access tools that allow me to find things on my own-0.58 5

IC-3 The printed library materials I need for my work -0.56 6

LP-1 Library space that inspires study and learning -0.56 16

LP-2 Quiet space for individual work -0.54 18

IC-5 Modern equipment that lets me easily access needed information -0.50 7

LP-4 A haven for study, learning, or research -0.39 15

IC-7 Making information easily accessible for independent use -0.32 4

AS-5 Library staff who have the knowledge to answer user questions -0.09 10

AS-9 Dependability in handling users' service problems -0.06 11

DCMT Results 2007

ID Question TextSuperiority

MeanDesired

Rank

LP-3 A comfortable and inviting location 0.00 14

AS-1 Library staff who instill confidence in users 0.04 12

LP-5 Space for group learning and group study 0.07 19

AS-7 Library staff who understand the needs of their users 0.09 11

AS-4 Readiness to respond to users' enquiries 0.18 1

AS-8 Willingness to help users 0.22 9

AS-6 Library staff who deal with users in a caring fashion 0.38 13

AS-3 Library staff who are consistently courteous 0.40 8

AS-2 Giving users individual attention 0.41 17

Results by Discipline

Computer Science Business & Management

Exploring Issues

Making electronic resources accessible from my home or office

0

1

2

3

4

5

6

7

8

9

Overall 2005 Overall 2006 Undergraduates2005

Undergraduates2006

Postgraduate 2005 Postgraduate2006

Academic Staff2005

Academic Staff2006

Library Staff 2005 Library Staff 2006 Staff 2005 Staff 2006

Making electronic resources accessible from my home or office

Comment Analysis

Comments 2006

• 205 Comments received overall• Results grouped by topic• Topics standardised year-on-year• Catalogued by:

– Dimension– Discipline– User group (Undergrad / Postgrad etc.)– Sex– Age

Comment AnalysisOverall commentary analysis

0

10

20

30

40

50

60

Affect of Service Information Control Library as Place General

Positive

Negative

General

Highlighting Issues

The only element that needs some work is the ability to interrogate library resources from remote desktops.

PostgraduateComputing & Information TechnologyDCMT Library31 - 45MaleFull-time

The new web page of the library (electronic access to various journals) is not as good or as easy to use as before.

Academic StaffElectrical EngineeringDCMT Library31 - 45MaleDoes not apply / NA

Longitudinal Analysis

Year-on-Year Change

Overall

-0.80

-0.70

-0.60

-0.50

-0.40

-0.30

-0.20

-0.10

0.00

0.10

0.20

0.30

Su

per

iort

y M

ean

Superiority Mean 2006 -0.03 -0.70 -0.35 -0.35

Superiority Mean 2007 0.17 -0.60 -0.29 -0.21

Difference (06 - 07) 0.20 0.10 0.06 0.14

Affect of Service Information Control Library as Place Overall

Changes over the years

Internal Benchmarking

Dimension Summary

-1.4

-1.2

-1

-0.8

-0.6

-0.4

-0.2

0

0.2

0.4

KNL Superiority Mean 0.1 -0.89 -0.74 -0.46

DCMT Superiority Mean 0.17 -0.6 -0.29 -0.21

MIRC Superiority Mean 0.03 -0.53 -0.57 -0.32

Silsoe Superiority Mean -0.06 -1.29 -0.68 -0.66

Affect of Service Information Control Library as Place Overall

External Benchmarking

External Benchmarking

Peer-to-Peer Benchmarking

Dimension Summary

4.00

4.50

5.00

5.50

6.00

6.50

7.00

7.50

8.00

8.50

Affect ofService

Affect ofService

InformationControl

InformationControl

Library asPlace

Library asPlace

Overall Overall

DCMT Library 2 DCMT Library 2 DCMT Library 2 DCMT Library 2

Utilising the data - results

• Reports– To senior management– To Library User committees– Quality department– Academic departments– Supporting departments (Computing)– For annual report– Newsletters– Inspectorate

Utilising the data - results

• Presentations– Library staff– Senior management

• Web pages• Displayed on notice boards• Focus groups created to tackle specific

issues raised by survey findings

Utilising the data - free text comments

• Communicated to Library staff• Notice boards• Web pages• Reports to management and

committees

Making the most out of your 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

Find Benchmarking Partners

Accessing other institutions’ results

• You can access all 2007 participants PDF reports from the Results section of Web site

• All SCONUL participants agree to share their results with each other across all years, contact Selena for access

• Contact each other and work together to share your electronic data files (SPSS or Excel) to allow further detailed benchmarking

LibQUAL+ 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, s.a.lock@cranfield.ac.uk

Acknowledgements

• Selena Lock, R&D Officer, Cranfield University

• All SCONUL and ARL LibQUAL+ Participants

J. Stephen Town

Director of Knowledge ServicesDefence College of Management and

Technology

Deputy University LibrarianCranfield University

j.s.town@cranfield.ac.uk