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LibQUAL+™ Process Management:LibQUAL+™ Process Management:Using the Web as a Management ToolUsing the Web as a Management Tool
Amy Hoseth
ALA Midwinter MeetingSan Antonio, Texas
January 23, 2006
old.libqual.org
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ObjectivesObjectives
• Learn about LibQUAL+™
• Identify key elements that contribute to a successful survey implementation
• Learn how the LibQUAL+™ project web site can help you manage your survey
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What is LibQUAL+™?What is LibQUAL+™?
LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users' opinions of service quality. The program's centerpiece is a rigorously tested web-based survey bundled with training that helps libraries assess and improve library services.
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Step 1: DefineStep 1: DefineConsider participation in LibQUAL+™
• When deciding whether to participate, consider project requirements: people, supplies, technology
• Also consider your institutional goals: what do you want to get out of the survey?
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Registration and CostsRegistration and Costs
• 2006 participation fee: $2,500 per survey implementation
• Other potential costs include:– Local marketing and promotion– Travel– Staff time spent on the project
• Registration is now open for both Session I (January-June) and Session II (July-December)
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Survey formatSurvey format
• 22 core items
• 5 optional local questions (more on this later)
• Additional questions on library use, information literacy, and general satisfaction
• Demographic questions
• Box for open-ended comments
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Survey dimensionsSurvey dimensions
• Information Control
• Affect of Service
• Library as Place
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TechnologyTechnology
• Work with IT department to select e-mail addresses and compile mailing lists
• Consider your hardware, software, and network connections
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Sample GroupsSample Groups
• Identify your sample groups (undergraduate, graduate, faculty, staff)
• Determine your sample size– Sampling guidelines provided in Procedures Manual:
<http://old.libqual.org/Information/Manual/index.cfm>
– Minimum recommended sample size for a large institution: 900 undergraduates, 600 graduates, 600 faculty, 600 non-library university staff (optional), and all library staff (optional)
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Survey LiaisonsSurvey Liaisons
• Prepare for survey administration
• Communicate with LibQUAL+™ team
• Respond to user feedback
• Work with local IT/academic computing contacts and ARL to resolve any local technical issues
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Survey CommunicationsSurvey Communications
How will you promote your survey and communicate results?
• Advertising/marketing
• Survey web sites
• Flyers and other handouts
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Success CriteriaSuccess Criteria
• Dependent on your local situation
• General criteria:– Data analysis yields representative and
useable results
• Response rates, completion rates, and representativeness
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Step 2: PrepareStep 2: PrepareComplete required steps to launch your survey
• LibQUAL+™ survey Management Center as a management tool
• Several required steps before your survey can go “live”
• Determine whether you need IRB approval
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Survey Management CenterSurvey Management Center
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Manage Your SurveyManage Your Survey
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Survey PreferencesSurvey Preferences
Participants are asked to indicate/provide:
• Support e-mail address• Language• Institution logo• Whether they want SPSS
data files• Whether offering local
incentive prizes• Dates of survey
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Survey CustomizationSurvey Customization
• Choose five local questions (optional)
– “Using Localized Survey Items to Augment Standardized Benchmarking Measures Across User Groups: A LibQUAL+(TM) Study,” Bruce Thompson and Colleen Cook
• Define disciplines for your institution
• Provide library branch information
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PreviewPreview
Preview your survey, exactly as it will appear to users
• Data entered in preview survey is not recorded
• Clicking on “Approve” turns on your actual survey URL
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RepresentativenessRepresentativeness
Tell us about your institution:
• User types (undergrad, graduate, faculty)
• Number of users in each discipline
• ARL statistical information (number of volumes held, etc.)
• User data will be used to determine the representativeness of your sample
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Step 3: Implement Step 3: Implement Launch the survey on your campusLaunch the survey on your campus
• Send survey invitation and URL
• Typical survey period is 3 weeks long
• Send 2-3 follow-up reminders to users
• Respond to user feedback
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Monitor the SurveyMonitor the Survey
Track your survey’s progress in real-time
• Number of surveys completed, day-by-day
• Surveys completed by user group
• Average completion time• Turn off survey when
finished• Can also see user
comments in real-time
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Step 4: Wrap-upStep 4: Wrap-upClose down your survey and receive resultsClose down your survey and receive results
• Session I closes in early June; Session II in early December
• Contact local incentive winners, if you offered a local prize
• Provide feedback to the LibQUAL+™ team about your survey
• Receive survey results data – Results notebooks (in PDF format) and Excel data
files provided on a rolling basis– SPSS data files sent separately at a later date
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Local IncentivesLocal Incentives
• Provides list of 50 randomly selected respondents for local incentive prizes
• Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)
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Post Hoc QuestionnairePost Hoc Questionnaire
Provide the ARL team with information about your survey run
• Sample size• Number of e-mails sent• Incentives offered• Marketing/promotion
methods
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Evaluation SurveyEvaluation Survey
Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience
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LibQUAL+™ ResourcesLibQUAL+™ Resources
Project Web Site http://www.libqual.org
LibQUAL+™ Procedures Manual
http://www.libqual.org/Information/Manual/index.cfm
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LibQUAL+™ Team at ARLLibQUAL+™ Team at ARL
• Martha Kyrillidou– Director, Statistics and Measurement Program– [email protected]
• Amy Hoseth– LibQUAL+™ Communications Coordinator– [email protected]
• Jonathan D. Sousa– Technical Applications Development Manager– [email protected]
• Richard Groves– Research Assistant– [email protected]
