Upload
nathan-turner
View
214
Download
0
Tags:
Embed Size (px)
Citation preview
Frank HaulgrenCollection Services Manager &
Assessment CoordinatorWestern Libraries
Lite
2010 Survey Results
What is LibQUAL+?LibQUAL+'s centerpiece is a rigorously tested
Web-based survey marketed by ARL that helps libraries assess and improve library services, change organizational culture, and market the library.
Fosters a culture of excellence in providing library service
Helps libraries better understand user perceptions of library service quality
Provides libraries with comparable assessment information from peer institutions
LibQUAL Days Participation @ WWU
2006 2010
Surveys viewed 1,128 3,205
Surveys completed 429 ~ 38.032% 2,079 ~ 64.86%
Median time to complete survey
8:52 min. 4:58 min.
Average time to complete survey
12:04 min. 8:30 min.
LibQUAL+ Lite =
Increased Participation & Reduced Time To Completion
Service Gaps
Service Adequacy Gap The difference between the
perceived and minimum scores; an indicator of the extent to which the minimum expectations of the users are being met.
Service Superiority Gap The difference between the desired and perceived scores; an indicator of the extent to which the desired expectations of the users are
being exceeded.
Mean Scores by Dimension & Group
Dimension Summary
Me
an
5.00
5.50
6.00
6.50
7.00
7.50
8.00
8.50
9.00 Affect of Service Information Control Library as Place
Undergrad
UndergradUndergrad
GradGrad
Grad
Faculty
Faculty
yFacultyAll
All
All
Service Adequacy / Superiority GapsService Adequacy and Superiority Gaps indicate the distance between perceived levels and desired levels of service.
Perceived – Minimum = Adequacy Gap ~ Perceived – Desired = Superiority Gap
Core Questions Summary For Undergraduates
Undergraduates
The question with the lowest service adequacy gap was:
IC-2 “A library web site enabling me to locate information on my own.”
> 2010 – 0.50 (Bigger is Better!)
> 2006 – 0.30
Core Questions Summary For Graduates
Graduates
Three questions had negative service adequacy gaps:
IC-2 “A library web site enabling me to locate information on my own.” -0.28
LP-2 “Quiet space for individual study.” -0.03
LP-4 “A gateway for study, learning or research.” -0.19
Two questions had positive superiority gaps:
AS-2 “Giving users individual attention.” 0.18
LP-5 “Community space for group learning & study.” 0.77
Core Questions Summary For Faculty
Faculty
All questions related to Information Control except for IC-6 had negative service adequacy gaps.
IC-6 “Easy-to-use access tools that allow me to find things on my own.” 0.00
Two questions had positive service superiority gaps:
LP-2 “Quiet space for individual activities.” 0.45
LP-5 “Community space for group learning & study.” 0.38
Summary of all 2010 WWU user groups
Overall Adequacy Gap = 0.78
Summary of All Colleges & Universities Administering
LibQUAL+ in 2009
Overall Adequacy Gap = 0.50
Measuring Up To Other Libraries
Summary of 2010WWU Faculty Responses
Overall Adequacy Gap = 0.35
Info Control Adequacy Gap = -0.38
Summary of All 2009 LibQUAL+ College & University Faculty Responses
Overall Adequacy Gap = 0.36
Info Control Adequacy Gap = -0.07
Focusing on Faculty Satisfaction:
Comparing WWU Faculty Expectations to Others
How do Users Find Research Materials?
On a daily basis … 2006 2010
Use resources on library premises
12.23% 23.31%
Accessing the library web page
23.14% 15.40%
Using Go-ogle Yahoo other non-library gateways
73.94% 75.72%
Has resource use on premises really gone up since 2006? What do users think of as library “resources”?
Consistent with what LibQUAL shows about our web page
Consistent with ongoing research
Future Applications of LibQUAL+ Results
Accreditation review Ideas for other library assessment projects Information for various groups /
committees which deal with library services, collections, etc.
LibQUAL+ Summit – Winter Qtr. 2011