LibQUAL+LibQUAL+atat

The University of The University of Alabama:Alabama:

The Rest of the StoryThe Rest of the Story

Lou Pitschmann, DeanLou Pitschmann, DeanUniversity Libraries, UAUniversity Libraries, UA

January 17, 2007January 17, 2007

WHAT WE HAVE WHAT WE HAVE LEARNEDLEARNED

Maximizing the processMaximizing the process Initiating a conversation, not a Initiating a conversation, not a

report cardreport card Preparing the best responsePreparing the best response Going beyond the findingsGoing beyond the findings

Maximizing the processMaximizing the process

DemographicsDemographics Ideal: cross-section Ideal: cross-section

of user communityof user community Reality:Reality:

59% undergrads59% undergrads 25% grad students25% grad students 11% faculty11% faculty 5% other5% other

22% science & 22% science & engineeringengineering

21% social science21% social science 15% business15% business 6% humanities6% humanities

Maximizing the processMaximizing the process

Pre-Survey HypePre-Survey Hype Faculty and Students Faculty and Students

““Can I really win an i-Pod?”Can I really win an i-Pod?” Deans, VPs Deans, VPs

““Survey? What survey?” Survey? What survey?” ““My faculty think the library is good enough.”My faculty think the library is good enough.”

““Can library employees participate?”Can library employees participate?” In general, high level of interest & In general, high level of interest &

enthusiasmenthusiasm

Maximizing the processMaximizing the process

Post-Survey OutcomesPost-Survey Outcomes

““Show me the results!”Show me the results!” ““Too much information!”Too much information!” ““They don’t understand!”They don’t understand!”

““Show me the results!”Show me the results!”

Faculty and students eager to know Faculty and students eager to know survey findingssurvey findings

Expected short turnaround on Expected short turnaround on findingsfindings

Expected changeExpected change

““Too much information!”Too much information!”

Learning curve once results are in Learning curve once results are in handhand

Allot sufficient time and staff to Allot sufficient time and staff to assessment processassessment process

Timeline – 1or 2 monthsTimeline – 1or 2 months Summary findings toSummary findings to

CampusCampus Library faculty and staffLibrary faculty and staff

““They don’t understand!”They don’t understand!”Conversation, Not a Report Conversation, Not a Report

CardCard

Initial responseInitial response ““We’re already doing that.”We’re already doing that.” ““We can’t do that.”We can’t do that.” ““They always say that.”They always say that.” ““They don’t stand.”They don’t stand.”

Expect surprisesExpect surprises Users’ (Mis)Perceptions Users’ (Mis)Perceptions

……are a realityare a reality ……need to be addressedneed to be addressed

From Reaction To ActionFrom Reaction To Action

Changed name of assessment Changed name of assessment committeecommittee

Modified the chargeModified the charge Changed composition of membershipChanged composition of membership

Associate DeansAssociate Deans Public Services Public Services andand Technical Services Technical Services ““Numbers people”Numbers people”

AccountabilityAccountability

Sample Findings Sample Findings

““Too many books are missing or Too many books are missing or misshelved.”misshelved.”

““You have nothing in my field.”You have nothing in my field.” ““Your Webpage is impossible.”Your Webpage is impossible.” More e-journals, books, print More e-journals, books, print

journalsjournals ““I can never find anything.”I can never find anything.” ““Too much noise.”Too much noise.” ““Uncomfortable seating”Uncomfortable seating”

Selected Actions 2005Selected Actions 2005

““Too many books are missing or Too many books are missing or misshelved.”misshelved.” Conducted inventoriesConducted inventories Fine-tuning process for handling lost or Fine-tuning process for handling lost or

missing volumesmissing volumes Suppressed records in OPACSuppressed records in OPAC

Selected Actions 2005Selected Actions 2005

““Your Webpage is impossible.”Your Webpage is impossible.” Assigned clear responsibility for Assigned clear responsibility for

maintaining all pagesmaintaining all pages Conducted a Website usability studyConducted a Website usability study Implemented Google ScholarImplemented Google Scholar Implementing WebFeat (federated Implementing WebFeat (federated

search)search)

Selected Actions 2005Selected Actions 2005

Addressed noiseAddressed noise Created silent study areas Created silent study areas Established cell phone policyEstablished cell phone policy

Improved comfort levelsImproved comfort levels Created mix of furniture typesCreated mix of furniture types Increased soft seatingIncreased soft seating

Selected Actions 2005Selected Actions 2005

More e-journals, books, etc.More e-journals, books, etc. Refined approval planRefined approval plan Working to be more responsive to Working to be more responsive to

users’ requestsusers’ requests Continuing to add new titlesContinuing to add new titles Address new faculty needsAddress new faculty needs