June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services

June 25, 2007ALA Washington, DC

Emmanuel d’Alzon LibraryAssumption College

Using Your LibQUAL+ Results

Dr. Dawn ThistleDirector of Library Services

Assumption 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?)



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



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?



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



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



Core Questions: Faculty66 respondents



LibQUAL+ Analytics—Institution Explorer



Analytics, cont.Analysis “On the Fly”



Multi-Institution Comparison

Faculty -- Desired service levels

5

5.5

6

6.5

7

7.5

8

8.5

9

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Em

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ond

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ploy

ees

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ASSUMPTION

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Numerical Data

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



Your Excel FileAssumption College: 142 columns, 1111 rows

Necessary?



Edit Excel File:Remove unneeded columnsSort data



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

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



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?



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



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)



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



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



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



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



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



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



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)



ATLAS-tiPrimary Document Screen



Network View: Library as Place



Codes: Hierarchy



Codes



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!



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



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!



THANK YOU!

+Questions?+Dawn Thistle

– [email protected]

Documents

June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services