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LibQUAL+ in the UK and beyond
Stephen TownUniversity of York, UK
QQML 2009, ChaniaFriday 29th May
1200-1340
Outline
• Introduction• LibQUAL+ outside North America• LibQUAL+ results in the UK & Ireland• LibQUAL+ in action
The premise for LibQUAL+ beyond North America
• Underlying need to demonstrate our worth• The reallocation of resources from traditional
services and functions• Rapid shifts in information-seeking behavior
– Need to keep abreast of customer demands
• Increasing user demands– 37% of UK 16 – 18 year olds in the UK expect better libraries
in return for their top-up fees
• Specific Quality Assurance regimes, and contextual drivers (Bologna)
Multiple Methodsof Listening to Customers
• Transactional surveys*• Mystery shopping• New, declining, and lost-customer surveys• Focus group interviews• Customer advisory panels• Service reviews• Customer complaint, comment, and inquiry capture• Total market surveys*• Employee field reporting• Employee surveys• Service operating data capture
• *A SERVQUAL-type instrument is most suitable for these methods
Note. A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000).
Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C.
UK Service Quality Context in 2003
• Academic library & institutional quality initiatives since at least early 90s
• Sophisticated survey market, with standard SCONUL satisfaction survey; designed surveys through Priority Research and others
• Specific audit and assessment regimes for which surveys could provide supporting evidence
LibQUAL+ outside North America
The SCONUL Consortium
• Coordinated on behalf of the Society of College, National & University Libraries (SCONUL) Working Group on Performance Improvement (WGPI)
• 2003 - 20 UK Higher Education (HE) institutions • 2004 -16 UK & Irish HE institutions • 2005 - 16 UK & Irish HE institutions • 2006 – 20 UK & Irish HE institutions• 2007 – 21 UK & Irish HE institutions• 2008 – 17 UK & Irish institutions• 2009 - 17 UK & Irish institutions• 66+ different institutions (including EBS UK members)
Overall Potential UK Sample to 2009
• Full variety of institutions• 50% of institutions* (53% of RAE top 50)• >53% of HE students potentially
sampled (>850,000)
*Based on a selection of Universities UK membership of 131
RLUK• University of Aberdeen • University of Birmingham • University of Bristol • British Library• Cambridge University • Cardiff University • Durham University• Edinburgh University • Glasgow University • Imperial College London• University of Manchester• King's College London • Leeds University • University of Liverpool• University of London
• The London School of Economics and Political Science (LSE)
• National Library of Scotland
• National Library of Wales• Newcastle University• University of Nottingham • University of Oxford• School of Oriental and
African Studies (SOAS)• University of Sheffield• University of Southampton • Trinity College Dublin • UCL• V&A Museum• University of Warwick• Wellcome Library
Ireland
• University College Cork• University College Dublin• Dublin City University• NUI, Galway• University of Limerick• NUI, Maynooth• Trinity College Dublin
• Dublin Institute of Technology
• Institute of Technology Tallaght
• Irish Management Institute
• University of Ulster
SCONUL Consortium 2009
• Cranfield University• Institute of Technology
Tallaght• Royal College of Nursing• Royal Holloway University of
London• St George's, University of
London• Trinity College Library Dublin• University of Aberdeen• University of Bath
• University of Birmingham• University of Bradford• University of Glasgow Library• University of Leeds• University of Limerick• University of Manchester• University of St. Andrews• University of Ulster• University of York
LibQUAL+ France Consortium
• Sciences Po• Service Commun de Documentation - Université de Provence• Université de Bretagne Occidentale - Service Commun de
Documentation• Université de Bretagne-sud - Service commun de la Documentation• Université de Rennes 2 - Service commun de documentation• Université de Versailles Saint-Quentin-en-Yvelines• Université du Sud Toulon-Var• Université Paris 12 Val de Marne• Université Sorbonne nouvelle - Paris 3
LibQUAL+ Belge & Norway
• Université Catholique de Louvain
• Université de Liège• Université Libre de Bruxelles• Utrecht University Library
• Hedmark University College• The NTNU Library• University of Agder• University of Bergen Library• University of Oslo• University of Tromsø Library
World
• National Graduate Institute for Policy Studies
• National University of Singapore• Universidad de Guadalajara• Université de la Polynésie
française• University of Cape Town• University of Haifa• University of Pretoria,
Department of Library Services• 政策研究大学院大学-日本語
Consortia outside North America
• Belgium• Canada• European Business Schools (EBSLG)• France• Hong Kong (JULAC)• Japan• NHS England• Norway• UK & Ireland (SCONUL)
Rapid Growth in Other Areas
• Languages– American English– British English– Other English variations– Afrikaans– French (2 versions)– German– Dutch– Scandinavian languages– Chinese– Welsh
• Types of Institutions– Academic Health Sciences– Academic Law– Academic Military– College or University– Community College– European Business– Hospital– Public– State
• Countries– U.S., U.K., Ireland, Canada,
the Netherlands, South Africa, Sweden, France, Australia, New Zealand, Malaysia
World LibQUAL+ Survey 2005
Participating Libraries
LibQUAL+® Languages
American English
Dutch EnglishFrench Canadian DutchSwedish
Swedish(British English)
Afrikaans
DanishFinnishGerman Norwegian
British English
Continental French
Over 700 institutions1,000,000 respondents
LibQUAL+ and SCONUL
Results and consequences
Key to Bar Charts Key to Radar Charts
Respondents by Institution for SCONUL
Population and Respondent Profiles by User Sub-Group
Population and Respondent Profiles by Standard Discipline
Core questions summary
Core Questions Dimensions Summary
Local Questions Summary
Core Questions Summary for Undergraduates
Core Questions Summary for Postgraduates
Core Questions Summary for Academic Staff
Core Questions Summary for Library Staff
LibQUAL+ 2006 Summary Collegesor Universities (American English)
LibQUAL+ 2006 Summary SCONUL
Longitudinal Analysis for SCONULDimension Breakdown
Longitudinal Analysis for SCONULUser Group Breakdown
General findings
• Highly desired– Making electronic resources accessible from my
home or office– Print and/or electronic journals I require for my work– A haven for study, learning or research
• Lowest – Library staff who instil confidence in users– Giving users individual attention– Space for group learning and group study
LibQUAL+ in action
Use for national policy influence
• SCONUL LibQUAL+ results contributed to national enquiries on libraries and learning in higher education, with particular reference to learning spaces, and the competitiveness of UK University libraries in comparison to global peers
UK University Case Study: Using LibQUAL+® Results
• Strategic Service Developments– Data to support service development– Ability to identify where not meeting expectations– Measure if change has met need
• Budget Discussions– Data to support bid for increased funding– Data to support case for change in emphasis (towards e-
provision)
• Marketing Position– Status of the library within the University– Importance of national & international benchmarking
LibQUAL+ related outcomes
Funding received for:• New Web Services Administrator• Increased opening hours
– Now providing 222,578 seat hours per week
• Library refurbishment programme reinstated at costs in excess of £8 million
Library Refurbishment
From: To:
Finding Benchmarking Partners
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
LibQUAL+ Analysis Service
• Possibilities for additional analysis are endless, your time may not be
• The UK LibQUAL+ analysis service provides customised reports produced to individual requirements
• Discounted pricing due to unique relationship with the ARL
Why use LibQUAL?
Why did you choose to use LibQUAL+?“LibQUAL+ was recommended to us as offering a
well designed, thoroughly Library-focused set of survey tools”
“Cost-effectiveness”“Automated processing & fast delivery of
results”“Opportunity to benchmark”“Respectability and comparability (with others
and historically)”
The benefits of LibQUAL+®
“LibQUAL+ has enabled us to find out what a broad range of our users thought of the services we offer; what level of service-delivery quality we had achieved in their eyes, and to get a clear picture of what they actually wanted the Library to deliver (as opposed to what we thought they wanted).”
UK HE Institution, 2006
J. Stephen Town
Director of Information & University LibrarianUniversity of York, UK
jst504@york.ac.uk
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