ClimateQUAL™: Organizational ClimateQUAL™: Organizational Climate and Diversity AssessmentClimate and Diversity Assessment

Sue BaughmanTexas Library Association

April 2009

ClimateQUAL™ - Organizational Climate and Diversity Assessment

Project History and Goals Project Phases and Results

Healthy Organization

LibQual+

Next Steps

Presentation OutlinePresentation Outline

Assesses whether the policies, procedures and practices of the library are effectively supporting its mission.

Examines aspects of the library’s climate, e.g., fairness, diversity and teamwork as they relate to customer service.

Examines employees’ perceptions of what behaviors are rewarded, supported and expected in your library.

ClimateQUAL - Organizational Climate and Diversity

1999 UMD Libraries identified need to offer training on diversity issues

2000 Partnered with UMD Industrial/Organizational Psychology to administer first Survey Goals: examine current management practices and gather baseline data

2004 Repeated Survey Expanded goals: address team

development and climate issues 2008 Repeated Survey

First electronic administration of survey

UM Libraries Survey History

Role of UMD Industrial/Organizational Psychology

Conducted literature review (2000) Conducted focus groups Developed survey instrument Administered survey and analyzed results Produced final reports Facilitated all-staff meetings

UM Libraries Survey History

2000 - 81.8% participation rate◦ Selected Improvement Strategies

Monthly all-staff meetings Developed of the Learning Curriculum Created support for professional development Created Coordinator of Personnel Programs position

2004 - 71.1% participation rate◦ Selected Improvement Strategies

Conducted focus groups and groups and teams identifying strategies

Developed supervisor core competencies Incorporated Organizational Citizenship Expectations into work

plans Began workforce planning

2008 - 63% participation rate◦ Activities underway

UM Libraries - Results

Develop a tool that assesses the “health” of the library

Develop a large database of norms to help libraries interpret their results

Develop an active community of libraries that share experience and strategies

Track changes in libraries over time Build empirical validation of the “healthy

organization” theory

Project Goals

• Requires anticipating environmental changes • Formal survey of customers• Assessment of broader societal trends• Internal feedback

• Requires an organization that can change• Workforce diversity

Surface diversity Deep diversity

• Requires an organization that can maintain a diverse workforce

• Employees feel empowered. • Employees believe that management values them and treats them fairly.  • Policies, practices, and procedures are administered consistently

• Justice Climateo Distributive Justiceo Procedural Justiceo Interpersonal Justiceo Informational Justice

• Leadership Climateo Leader-member Relationship

Qualityo Authentic Transformational

Leadership• Climate for Deep Diversity

o Standardization of Procedures

o Valuing Diversity

• Climate for Demographic Diversityo Raceo Gendero Ranko Sexual Orientation

• Climate for Innovation: Team Level

• Climate for Continual Learning• Climate for Teamwork

o Benefits of Teamso Structural Facilitation of

Teamwork• Climate for Customer Service

• Job Satisfaction• Organizational Commitment• Organizational Citizenship Behaviors• Organizational Withdrawal• Task Engagement• Team Psychological Empowerment• Climate for Psychological Safety: Library Level

• Conflicto Tasko Interpersonal

CQ-OCDA: Organizational Attitudes

Phase I Five institutions tested survey 2007 Return rates ranged from 66.29% to 85.77% Developed procedural documentation Evaluated process Tested the Schneider Model

Phase II Expanded number of test sites to ten in 2008 Return Rates to date range from 82.48% to 97.62% Tested reporting mechanisms

Phase III ARL begins administering survey as part of the Statistics &

Measures Program

Phase Io Texas A&M Universityo University of Arizonao University of Connecticuto University of Iowao University of Kansas

Phase IIo Arizona State Universityo Cornell Universityo Duke Universityo Emory Universityo Kansas State Universityo New York Universityo Northwestern University

Phase II (cont.)o University of Houstono University of MDo University of

Massachusetts, AmherstPhase III

o George Mason Universityo Illinois State Universityo Johns Hopkins Universityo Oberlin Collegeo UC Berkeleyo University of Hawaiio University of Nebraskao University of Wyoming

Elements of Climate

“Healthy Organization” - impact of service

Climate for Diversity

LibQUAL+® Relationships◦Teamwork and communication◦Library as place

Phase I Research Findings

• Policies, practices, and procedures in place• Empower employees • Emphasize the importance of continual learning and innovation

• Customer service, employee diversity, and organizational justice – critical imperatives

• Creating a climate that sends two messages to employees

• Concern for the employees• Concern for customers

Faculty, Undergraduates, Graduate Students Information Control◦ Extent to which users can find information in the library

in the format of their own choosing Affect of Service◦ User interactions with, and the general helpfulness and

competence of, library staff Library as Place◦ Physical environment of library as a place for individual

study, group work, and inspiration.

Importance of site visits

Reporting mechanisms

Improvement strategies

Community building

Procedural documentation

Survey and project becomes part of the ARL Statistics & Measurement Program

Create automated reporting process Continue refinement of scales Continue development of norms Build a community of interest and practice

• Identify strategies and activities to support survey issues

•Collective sharing of ideas•Ongoing communication to support sites

Phase III and Beyond

Visit the new website:http://www.climatequal.org/

For more information or to express interest in participating, please contact the ClimateQUAL™ Team at climatequal@arl.org

ClimateQUAL™: Organizational ClimateQUAL™: Organizational Climate and Diversity AssessmentClimate and Diversity Assessment

Sue BaughmanTexas Library Association

April 2009