LibQUAL 2005 at London South Bank and a Lincolnshire man in Chicago

                    

                                                                                                  

                   

Peter Godwin

London South Bank University

22 August 2005

LibQUAL 2005…

• SCONUL experience issues• London South Bank & LibQUAL• LSBU experience• What have I learned in Chicago?

SCONUL experience : issues

• Obtaining e-mail addresses problematic• Demographic data problems• The smaller the sample the smaller the result• Sampling was hard, and blanket e-mail increased

response markedly• Desirability of separating full and part time student

responses

SCONUL experience : issues

• May need to have results and radar charts for particular sites

• UK libraries are used to more summaries and a commentary on results

• Difficulty of aligning our subjects with standard ARL disciplines

• Some concerns about US bias and exact wording of content and language

SCONUL experience : lessons

• LibQUAL is easy to administer and support is good• LibQUAL instrument has more respectability than home-

grown surveys• Most places were not too surprised at their results, but

detailed questions gave far more data • People adjust their expectations according to the

environment• Users don’t care what we wear

SCONUL experience : lessons

• Users’ desire for journals, books and learning materials is insatiable

• The things we care most about are not necessarily what they care most about

• Comparative data in UK available for the first time• Glasgow have found their zones of tolerance move up

the scale as the minimum service levels score higher• At least half participants have said they will use

LibQUAL again

SCONUL experience : lessons

• The results for SCONUL cohort 2004 were more critical than 2003 due to

• Different participants?• Increasing expectations as students have to pay

more themselves

London South Bank and LibQUAL

London South Bank University– 2003 = 276– 2004 = 568– 2005 = 766

London South Bank University

• Central London new University• 16,388 staff and students• Founded in 1892 as Borough Polytechnic, • Joined 4 other colleges to become South Bank

Polytechnic in 1970• Became South Bank University in 1992 and

London South Bank University in 2003

London South Bank University

• 42% male, 52% female• 62% are 25 and over• 47.5% are part-time• 74.5% undergraduate, 22% postgraduate• By country of origin 41% are from overseas• 40% are white and 60% ethnic minorities

London South Bank University

• 17% Arts and Human Sciences• 32% Health and Social Care• 21.5% Engineering, Science and Built

Environment• 24% Business, Computing and Information

Management

LSBU experience

• E-mail option problematic but has improved this year

• Participation has increased each year. No survey fatigue!

• A good incentive is essential• Promotion of the survey around the buildings is

productive• Surprising number fill in a printed version

LSBU experience

• 2003 was a pilot and detailed results had to be treated with caution

• 2004 was valid and showed some improvements in satisfaction

• 2005 showed marked improvement, with all positive undergraduate adequacy mean scores

LSBU 2003 experience

After 2003 survey we :• redecorated the main library• installed new book shelves • put in a new Library Management System

LSBU 2004 experience

After the 2004 survey we • redesigned our Web site• made off-campus access easier• used “floorwalkers” at crucial times of the year to answer

queries and help students navigate the building• improved guiding and maps• prioritised shelf tidying using special team of shelvers with

mandatory shelf tidying each week for all staff• prioritised purchase of core above optional items on reading

lists

Some findings from 2005

• Daily usage of our Library Web site continues to lag behind SCONUL

• Adequacy means for LSBU IC-3, I-C4 , IC-4 and IC-8 are consistently above SCONUL

• LSBU Library as Place adequacy means are all above SCONUL

• Concern over availability of subject help: PGs particularly critical

LSBU 2005 experience

After 2005 survey we are :• Making our Web site easier to navigate • Marketing our services to PG students inc. special guide and

fliers• Building on success of 2004 with book supply by pushing harder

for supply of reading lists• Building on 2004 experience with staff available at start of

Semesters to help students navigate the building, and special temporary help desk on journal floor at peak times

in

LSBU experience

• Surveys are dynamic processes and views do change• The instrument is comprehensive but is long and off-

putting to fill in• Provides excellent information on user satisfaction but

needs to be supplemented by our own snap surveys on particular issues e.g.this year use of our LIS Web Site LIS@

• Comments in the box are very valuable and supplement the statistical information. We are going to use them to set up Focus Groups

Comments

“Generally, staff are helpful but some are very hostile indeed”

(PG Social Science female student 23-30)

“Compared with other University libraries it is a fine place to find information to learn and work”

(UG Social Science male student 18-22)

Comments

• “Better work in here than 2 years back. Keep up the good work”

(UG BusinessMale student23-30)

“It is improving but some staff is still very rood especially gards”

(UG ArtsMan/Media/English female student23-30)

UK and US comparisons in 2004

• UK undergraduates had negative mean service adequacy gap for Library as place

• UK postgraduates had negative mean service adequacy gap for Library as place and Information control

• Uk academic staff had negative mean service adequacy gap for Library as place and ARL faculty for Information control

What have I learned in Chicago?

• Libraries both sides of the Atlantic share many of the same problems and can learn from one another

• LibQUAL is an instrument which can be used internationally

What did I learn in Chicago?

                                                                                                                      

What else?

                                                                                          

What have I learned?

“Only customers judge quality ; all other judgements are essentially irrelevant”

(Zeithaml,V.A. Parasuman, A., Berry.L.L. “Delivering quality”)

http://upload.wikimedia.org/wikipedia/en/c/cb/Wacker_Drive_aerials.jpg