LibQUAL+ Data forLearning Commons Focus Groups

University LibrariesAssessment Committee

LibQUAL+ Data

Satisfaction Percentage

• Since LibQUAL+ provides six separate numbers for each measure, it is easier to translate it.

• Satisfaction Percentage = Adequacy Gap / Zone of Tolerance

• This score is thereby a function of all six scores

LibQUAL+ Data for Focus Groups

• Library as Place (5 questions)• Affect of Service (9 questions)• Information Control (9 questions)• “Graduate dilemma”• All benchmarked against Association of

Research Libraries (ARL) averages

Norlin Users

Norlin Users

Norlin Users

Norlin Users

Norlin Users

Sample Comments• This is a critique of Norlin. The facilities including the study areas, chairs and

tables are incredibly outdated and the chairs are uncomfortable. The tables are nice and large, but the chairs are a hodgepodge of apperently all of the chairs that haven't completely broken down since the 1970's. Also, it's not really that quiet. Also, there need to be more outlets for laptops, and more quiet private study areas that don't smell bad. Those individual study areas near the coffee shop and upstairs are old and stink. Also, the coffee shop is great, it would be better if they served real lattes and not the yucky machine lattes, but the real problem is that it is never open. Also, why does the library close over breaks, I'm still here looking for a place to study. It would also be nice if there was some enforcement of the policy prohibiting talking loudly on cell phones, especially in the stair wells. I like the talking study area downstairs, but more private group study areas would be nice. The mac lab has computers that break down often, but other than that it is fine and the staff is helpful. The PC lab is dark and it makes it difficult to use. Lighting needs to be added.

Library as Place Summary

• Undergraduates– Want more “community space”

• Graduates– Want more “quiet space”

• Faculty– Want more of both, but primarily “quiet space”

Implications for Focus Groups: Place

• Explore the “communal” versus “individual” study space issue– How can the “neighborhoods” be leveraged to

provide both?

Norlin Users

Norlin Users

Norlin Users

Norlin Users

Norlin Users

Norlin Users

Sample Comments

• The worst service I've had is this year from the [student assistants]. It's like those kids are on drugs!

• Library employees are fantastic, espec. bibliographers and ILL staff. The WONDERFUL bibliographers do their absolute best with the limited budget resources.

Affect of Service Summary

• Undergraduates– Want more “individual attention”

• Graduates– Are fairly satisfied with Norlin service, but do want

more knowledgeable staff

• Faculty– Want more knowledgeable staff

Implications for Focus Groups:Service

• What is “individual attention” to graduates and faculty?

• What sorts of staffing models can provide both “one desk” and “expert” services?

• How can item location be facilitated?– Stacks, print, electronic

The Graduate Dilemma

• Graduate enrollment has declined 11% in 9 years, and the campus wants to reverse direction

• General scores for undergrads have improved and are now just about on pace with ARL averages

• General scores for faculty are low, but trending in the right direction

• General scores for graduates were on pace, but declined significantly between 2004 and 2006—

WHY???

Core Dimensions

Core Dimensions

Core Dimensions

WHY?

• What parts of the LibQUAL+ dimensions are most telling of what graduate students perceive as lacking?

Graduate Students

Graduate Students

Graduate Students

Graduate Students

Okay

• Since there is such a strong tie between building and collection, you would expect this would be tied to print material

• It is, especially for humanists, but it is also true for electronic resources….

Graduate Students

Graduate Students

Graduate Students

Graduate Students

Correlations

1 .559** .599** -.047 .047

.000 .000 .490 .490

223 223 223 214 214

.559** 1 .477** -.076 .076

.000 .000 .269 .269

223 223 223 214 214

.599** .477** 1 -.176* .176*

.000 .000 .010 .010

223 223 223 214 214

-.047 -.076 -.176* 1 -1.000**

.490 .269 .010 .000

214 214 214 214 214

.047 .076 .176* -1.000** 1

.490 .269 .010 .000

214 214 214 214 214

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Aff of Service - MeanAdequacy Gap

Lib as Place - MeanAdequacy Gap

Info Control - MeanAdequacy Gap

Norlin Users

Branch Users

Aff of Service- Mean

AdequacyGap

Lib as Place- Mean

AdequacyGap

Info Control- Mean

AdequacyGap Norlin Users Branch Users

Correlation is significant at the 0.01 level (2-tailed).**.

Correlation is significant at the 0.05 level (2-tailed).*.

Correlations

Branch Users Norlin UsersThe printed library materials I need for my work

Pearson Correlation .146(*) -.146(*)

Sig. (2-tailed) .039 .039

N 201 201

The electronic information resources I need

Pearson Correlation .175(*) -.175(*)

Sig. (2-tailed) .010 .010

N 214 214

Okay

• But these Norlin users are mostly humanists, right?

Norlin Users

Okay

• But these scientists are mostly chemists and biologists, right?

Norlin Scientists

So….

• It’s true of all Norlin users.

Grad Students: Norlin Users

Graduate Dilemma Summary

• Regardless of discipline, graduate users of Norlin are displeased with the place and the collection, and there is something significant about this relationship.– This is mostly true for print and humanists (but also

electronic)– And mostly true for electronic and scientists (but not

really print)– For grad students, the Commons is not just about

place, but about collections

Implications for Focus Groups: Graduate Dilemma

• How can the Commons be promoted to Graduates and Faculty?

• Explore relationship between place and collections– How can the Commons promote collections?

• Humanists and scientists?