June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+...

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Using Your LibQUAL+ Results

Dr. Dawn ThistleDirector of Library Services

Assumption College

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Can we hear you now? Good!

+ Before you can report back to your community…– Web page– Newsletter article– Library Summit– Etc.

+ …you need to know the answers!

(We heard them, but, according to the data, just what did they say?)

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Your Library Agenda(or why did you do LibQUAL+ in the

first place?)+ You already know where most of the problems

are… or/and+ You know you’re doing a good job and you want

to be able to illustrate that!– Look for data that supports those perceptions – Then look for the surprises

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

What do you really want (need) to know?

+ Information Control+ Library as Place+ Affect of Service

For each dimension, ask:– Who is unhappy / happy with your services?

• Faculty?• Students?

– Grads, undergrads, what year?

– What academic disciplines give the lowest / highest grades?

– What services / resources / facilities are problems or bragging points?

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Reviewing Your LibQUAL+ Data

+Your Results Notebook– Aggregated, summary data and charts

+Analytics--Institution Explorer+Raw numerical data from the Core

Questions, Local questions and Demographics

+Comments

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Results Notebook+Summary results with colorful visuals:

– Radar charts– Thermometer graphs

+Great for group presentations, i.e. Academic Council; Library Summit– Have the actual question wording handy– Make sure you REALLY understand how

the graphs work

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Core Questions: Faculty66 respondents

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

LibQUAL+ Analytics—Institution Explorer

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Analytics, cont.Analysis “On the Fly”

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Multi-Institution Comparison

Faculty -- Desired service levels

5

5.5

6

6.5

7

7.5

8

8.5

9

Em

ploy

ees

who

inst

ill

Giv

ing

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sin

divi

dual

Em

ploy

ees

who

are

Rea

dine

ss to

resp

ond

to

Em

ploy

ees

who

hav

e

Em

ploy

ees

who

dea

l

Em

ploy

ees

who

Willi

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ssto

hel

p us

ers

Dep

enda

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han

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ing

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eb s

ite

The

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ted

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ry

The

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Mod

ern

equi

pmen

t

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y-to

-use

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Mak

ing

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rmat

ion

Prin

t and

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Libr

ary

spac

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vidu

al

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rtab

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udy,

Com

mun

itysp

ace

for

Question

ASSUMPTION

B

C

D

E

F

G

H

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Numerical Data

+Excel File+Norms Tables+SPSS File (if you requested it)

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Your Excel FileAssumption College: 142 columns, 1111 rows

Necessary?

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Edit Excel File:Remove unneeded columnsSort data

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Continue to Edit:Add formulasSome of this can be done with the

Analytics tool (but you can’t search by custom disciplines)

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Excel Graphs

+After you have edited your spreadsheets you can create graphs at a very granular level

– i.e. what do business faculty think about our Affect of Service?

– i.e. how do graduate students feel about the Library as Place?

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Perceived vs. Desired Service Level (Means)

6.6

6.8

7

7.2

7.4

7.6

7.8

8

8.2

8.4

Overall Undergrad Grad Faculty

6.6

6.8

7

7.2

7.4

7.6

7.8

8

8.2

8.4Perceived Affect ofService

PerceivedInformation Control

Perceived Libraryas Place

Desired Affect ofService

Desired InformationControl

Desired Library asPlace

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

User Groups

First Year

Survey Respondents

2322

912

143

163

129

115

4

114

34

Assistant ProfessorAssociate ProfessorProfessorOther FacultyFirst yearSophomoreJuniorSeniorFifth year and aboveMastersNon-degreeStaff (non-lib)

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Information Control User Group GapsInformation Control Gaps

-1.00

-0.50

0.00

0.50

1.00

1.50

2.00

AssistantProfessor

AssociateProfessor

Professor OtherFaculty

First year Sophomore Junior Senior Fifth yearand above

Masters Non-degree Staff (non-lib)

ICAdqGap

ICSupGap

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Associate Professor: Information ControlInformation Control--Associate Professor (23 respondents)

5.00

5.50

6.00

6.50

7.00

7.50

8.00

8.50

OverallAverage

InformationControlOverall

Makingelectronicresourcesavailablefrom myhome oroffice

Library Website enablingme to locateinformationon my own

Printed librarymaterials I

need for mywork

Electronicinformationresources I

need

Modernequipmentthat lets me

easilyaccessneeded

information

Easy-to-useaccess toolsthat allow meto find thingson my own

Makinginformation

easilyaccessible

forindependent

use

Print and/orelectronic

journalcollections Irequire formy work

Making meaware of

libraryservices

Readyaccess to

computers /internet /software

Adequatehours ofservice

Minimum

Desired

Perceived

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Age Groups—GapsOverall vs. Information Control

-1.50

-1.00

-0.50

0.00

0.50

1.00

1.50

2.00

UNDER 18 18-22 23-30 31-45 46-65 65+

OverallAdqGap

OverallSupGap

ICAdqGap

ICSupGap

Perceived

Desired

Minimum

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Information Control: NATURAL SCIENCES

4.8

5.3

5.8

6.3

6.8

7.3

7.8

8.3

8.8

Makingelectronicresourcesavailablefrom myhome oroffice

Library Website enablingme to locateinformationon my own

Printed librarymaterials Ineed for my

work

Electronicinformationresources

need

Modernequipmentthat lets me

easily accessneeded

information

Easy-to-useaccess toolsthat allow meto find thingson my own

Makinginformation

easilyaccessible

forindependent

use

Print and/orelectronicjournal

collections Irequire for my

work

Making meaware oflibrary

services

Readyaccess to

computers /internet /software

Adequatehours ofservice

CATEGORY

RA

NG

E

4.8

5.3

5.8

6.3

6.8

7.3

7.8

8.3

8.8

Dept. Perceived

Dept. Minimum

Dept. Desired

Overall Perceived

Overall Minimum

Overall Desired

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Superiority Mean by User GroupAffect of Service

-1.2-1

-0.8-0.6-0.4-0.2

00.20.40.6

AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 Local1 Local2

Faculty Graduate Undergraduate

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Norms Tables from LibQual+ Website+ You can compare your results with those of all

other participants by year

+ LibQUAL+ norms have been tested and shown to be remarkably consistent from year to year

+ Assumption results show us to be at about the 67th percentile Overall and for Affect of Service, 66th % for Library as Place, and 58th % for Information Control

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

LibQual Comments

+297 received+Major topic areas:

–Mostly complimentary about the staff–Need more hours–Need more computers–Too noisy on the 1st floor–Need more resources (books, databases)

•Business•Sciences•Theology

+Qualitative research analysis software: ATLAS-ti –NUD*IST, The Ethnograph, AnSWR (free)

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

ATLAS-tiPrimary Document Screen

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Network View: Library as Place

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Codes: Hierarchy

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Codes

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Emmanuel d’Alzon LibraryLibrary Summit October 4, 2006

+Report on the LibQUAL+ findings+Have focus groups to explore in greater

detail—then report on those!

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

One year later…+ We are still using LibQUAL+ data and comments

to improve services– Information Literacy plan– Space planning

+ We are starting to use the data along with a collection analysis project

+ We are starting to meet with individual departments to discuss perceptions

+ LibQUAL+ is now a major component in the Library’s assessment plan

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

It’s still all about the BUZZ

+LibQUAL+ data is extremely helpful to generate BUZZ– About your library– About how much YOU are doing to

understand your patrons’ responses+Buzz about the library has been the

greatest benefit!

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

THANK YOU!

+Questions?+Dawn Thistle

– dthistle@assumption.edu