LibQUAL+ TM at Glasgow University Library 2003 - 2006

LibQUAL+TM at Glasgow University Library

2003 - 2006

Pre LibQUAL+TM

• Home grown Library and University surveys

• Benchmarking (SCONUL Annual Statistical Return. LISU & sharing with peers)

LibQUAL+TM Storms the UK

New Vocabulary:• SERVQUAL• Zones of Tolerance• Service Adequacy Gaps• Service Superior Gaps

Refresher Course:• Standard Deviation• Statistical Norms• T-Scores…

Participation in LibQUAL+TM 2006 will be Glasgow’s 4th iteration of the survey as part of the SCONUL Consortium

Previous iterations:• 2003• 2004• 2005

Survey Participation

• Clearance from the Ethics Committee• Check the Calendar & decide when to run the

survey• Demographics• Select Sample • Complete the necessary sections LibQUAL+TM

web site• Prepare e-mail texts• Promote the survey• E-mail the notification

Preparatory Work

• Send the invitation e-mail• Respond to any incoming mail• Watch progress on the web • Send reminder e-mails – Why?

Running the Survey

• Send reminder e-mails because

• Close the survey• Wait for the results

2005 GUL Survey Completion Activity

0

100

200

300

400

500

1st 3rd 5th 7th 9th 11th 13th 15th 17th 19th 21st 23rd

2005

Running the Survey

Analysing the Results Internally

Internal:

– By user group– By Faculty/Discipline – Comments

Desired Service LevelsMost Important Services 2003

All Users &Undergraduates:

• Convenient opening hours

• Quiet space to work

• Easy to use access tools

• Modern equipment

• Access to electronic resources from home

Most Important Services Perceived Scores - Undergraduates

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00

LP2

IC6

IC5

IC1

GUL 2003 GUL 2004 GUL 2005

Desired Service LevelsMost Important Services 2003

Post-graduates:

• Easy to use access tools

• Convenient opening hours

• Library web site providing access to information

• Electronic resources

• Print/electronic journals

Most ImportantServices Perceived Scores - Postgraduates

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00

IC6

IC2

IC4

IC4

IC8

GUL 2003 GUL 2004 GUL 2005

Desired Service LevelsMost Important Services 2003

Academic Staff:• Library web site

providing access to information

• Access to electronic resources from home

• Print/electronic journals

• Electronic resources• Timely document

delivery/ILL

Most Important Services Perceived Scores - Academic Staff

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00

IC2

IC1

IC8

IC4

IC5

GUL 2003 GUL 2004 GUL 2005

Most Important Services 2005

Most Important Services Perceived Scores - Undergraduates

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00

IC1

LP2

IC5

LP1

GUL 2003 GUL 2004 GUL 2005

All Users &Undergraduates:

• Access to electronic resources from home

• Quiet space to work

• Modern equipment

• Library space inspiring study & learning

• Haven for study, learning & research

Most Important Services 2005

Most Important Services Perceived Scores - Academic Staff

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00

IC2

IC1

IC8

IC4

IC5

GUL 2003 GUL 2004 GUL 2005

Post-graduates & Academic Staff:

• Print/electronic journals

• Access to electronic resources from home

• Electronic resources

• Library web site permitting self-help

• Library web page that is easy to navigate

External benchmarking:

– SCONUL Consortium– Similar UK institutions– Similar Overseas institutions

Analysing the Results

Gap Scores - Affect of Service

Affect of Service SAGs & SSGs - All Users

-1.00 -0.70 -0.40 -0.10 0.200.500.80

2005 2004 2003

GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG

Gap Scores - Information Control

Information Control SAGs & SSGs - All Users

-1.80 -1.50 -1.20 -0.90 -0.60 -0.30 0.000.30

2005 2004 2003

GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG

Gap Scores – Library as Place

Library As Place SAGs & SSGs - All Users

-1.80 -1.60 -1.40 -1.20 -1.00 -0.80 -0.60 -0.40 -0.20 0.000.200.40

2005 2004 2003

GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG

Negative SAGs –All Users & Ugs

Negative SAGs - Undergraduates

0

5

Affect of Service 0 0 0 0 0 0

Information Control 0 0 0 2 2 2

Library as Place 0 2 0 2 4 0

GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003

Negative SAGs - All Users

0

5

Affect of Service 0 0 0 0 0 0

Information Control 0 1 1 2 2 2

Library as Place 0 2 0 3 4 0

GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003

Negative SAGs - Pgs & AstfNegative SAGs - Postgraduates

0

5

10

Affect of Service 0 0 0 0 0 0

Information Control 2 3 5 4 5 3

Library as Place 2 2 2 3 3 2

GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003

Negative SAGs - Academic Staff

0

5

10

Affect of Service 0 0 0 0 0 0

Information Control 1 2 2 5 8 6

Library as Place 0 0 0 3 3 1

GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003

Disseminating the Results

• Reports – To Library Strategy Group

– Library Forums (Education, Marketing, Research & Service Enhancement)

– Library Committee (also acts as User Committee)

– Publish on the Web (http://www.lib.gla.ac.uk/libqual/)

– Academic Faculties & Supporting departments (Computing, Central Services & Estates & Buildings)

– Annual Report

Utilising the Data

• 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

What We’ve Done

• New Web Services Administrator• Increased opening Hours

– Earlier Saturday morning opening

– Sunday morning opening

– Increased late opening hours

(From January2006 Mon-Thurs 08:00 – 02:00)

Now providing 222,578 seat hours per week

And

• Library refurbishment– Levels 6 & 7 completed summer 2004

– Levels 8 & 9 scheduled summer 2005

– Level 10 & 11 scheduled summer 2006

Transforming this -

To this -

And this -

To this -

and this -

What Next?

Restructured Library Services effective from 1st March 2006

Director of Library Services retires 30th March 2006

Directorate

Research & Teaching Support

Information access

Finance & Corporate Services

Looking Forward to new challenges!