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LibQUAL+ TM at Glasgow University Library 2003 - 2006. Pre LibQUAL+ TM. Home grown Library and University surveys Benchmarking (SCONUL Annual Statistical Return. LISU & sharing with peers). LibQUAL+ TM Storms the UK. New Vocabulary: SERVQUAL Zones of Tolerance Service Adequacy Gaps - PowerPoint PPT Presentation
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LibQUAL+TM at Glasgow University Library
2003 - 2006
Pre LibQUAL+TM
• Home grown Library and University surveys
• Benchmarking (SCONUL Annual Statistical Return. LISU & sharing with peers)
LibQUAL+TM Storms the UK
New Vocabulary:• SERVQUAL• Zones of Tolerance• Service Adequacy Gaps• Service Superior Gaps
Refresher Course:• Standard Deviation• Statistical Norms• T-Scores…
Participation in LibQUAL+TM 2006 will be Glasgow’s 4th iteration of the survey as part of the SCONUL Consortium
Previous iterations:• 2003• 2004• 2005
Survey Participation
• Clearance from the Ethics Committee• Check the Calendar & decide when to run the
survey• Demographics• Select Sample • Complete the necessary sections LibQUAL+TM
web site• Prepare e-mail texts• Promote the survey• E-mail the notification
Preparatory Work
• Send the invitation e-mail• Respond to any incoming mail• Watch progress on the web • Send reminder e-mails – Why?
Running the Survey
• Send reminder e-mails because
• Close the survey• Wait for the results
2005 GUL Survey Completion Activity
0
100
200
300
400
500
1st 3rd 5th 7th 9th 11th 13th 15th 17th 19th 21st 23rd
2005
Running the Survey
Analysing the Results Internally
Internal:
– By user group– By Faculty/Discipline – Comments
Desired Service LevelsMost Important Services 2003
All Users &Undergraduates:
• Convenient opening hours
• Quiet space to work
• Easy to use access tools
• Modern equipment
• Access to electronic resources from home
Most Important Services Perceived Scores - Undergraduates
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
LP2
IC6
IC5
IC1
GUL 2003 GUL 2004 GUL 2005
Desired Service LevelsMost Important Services 2003
Post-graduates:
• Easy to use access tools
• Convenient opening hours
• Library web site providing access to information
• Electronic resources
• Print/electronic journals
Most ImportantServices Perceived Scores - Postgraduates
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC6
IC2
IC4
IC4
IC8
GUL 2003 GUL 2004 GUL 2005
Desired Service LevelsMost Important Services 2003
Academic Staff:• Library web site
providing access to information
• Access to electronic resources from home
• Print/electronic journals
• Electronic resources• Timely document
delivery/ILL
Most Important Services Perceived Scores - Academic Staff
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC2
IC1
IC8
IC4
IC5
GUL 2003 GUL 2004 GUL 2005
Most Important Services 2005
Most Important Services Perceived Scores - Undergraduates
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC1
LP2
IC5
LP1
GUL 2003 GUL 2004 GUL 2005
All Users &Undergraduates:
• Access to electronic resources from home
• Quiet space to work
• Modern equipment
• Library space inspiring study & learning
• Haven for study, learning & research
Most Important Services 2005
Most Important Services Perceived Scores - Academic Staff
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC2
IC1
IC8
IC4
IC5
GUL 2003 GUL 2004 GUL 2005
Post-graduates & Academic Staff:
• Print/electronic journals
• Access to electronic resources from home
• Electronic resources
• Library web site permitting self-help
• Library web page that is easy to navigate
External benchmarking:
– SCONUL Consortium– Similar UK institutions– Similar Overseas institutions
Analysing the Results
Gap Scores - Affect of Service
Affect of Service SAGs & SSGs - All Users
-1.00 -0.70 -0.40 -0.10 0.200.500.80
2005 2004 2003
GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG
Gap Scores - Information Control
Information Control SAGs & SSGs - All Users
-1.80 -1.50 -1.20 -0.90 -0.60 -0.30 0.000.30
2005 2004 2003
GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG
Gap Scores – Library as Place
Library As Place SAGs & SSGs - All Users
-1.80 -1.60 -1.40 -1.20 -1.00 -0.80 -0.60 -0.40 -0.20 0.000.200.40
2005 2004 2003
GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG
Negative SAGs –All Users & Ugs
Negative SAGs - Undergraduates
0
5
Affect of Service 0 0 0 0 0 0
Information Control 0 0 0 2 2 2
Library as Place 0 2 0 2 4 0
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
Negative SAGs - All Users
0
5
Affect of Service 0 0 0 0 0 0
Information Control 0 1 1 2 2 2
Library as Place 0 2 0 3 4 0
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
Negative SAGs - Pgs & AstfNegative SAGs - Postgraduates
0
5
10
Affect of Service 0 0 0 0 0 0
Information Control 2 3 5 4 5 3
Library as Place 2 2 2 3 3 2
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
Negative SAGs - Academic Staff
0
5
10
Affect of Service 0 0 0 0 0 0
Information Control 1 2 2 5 8 6
Library as Place 0 0 0 3 3 1
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
Disseminating the Results
• Reports – To Library Strategy Group
– Library Forums (Education, Marketing, Research & Service Enhancement)
– Library Committee (also acts as User Committee)
– Publish on the Web (http://www.lib.gla.ac.uk/libqual/)
– Academic Faculties & Supporting departments (Computing, Central Services & Estates & Buildings)
– Annual Report
Utilising the Data
• Strategic Service Developments– Data to support service development– Ability to identify where not meeting expectations– Measure if change has met need
• Budget Discussions– Data to support bid for increased funding– Data to support case for change in emphasis (towards e-
provision)
• Marketing Position– Status of the library within the University– Importance of national & international benchmarking
What We’ve Done
• New Web Services Administrator• Increased opening Hours
– Earlier Saturday morning opening
– Sunday morning opening
– Increased late opening hours
(From January2006 Mon-Thurs 08:00 – 02:00)
Now providing 222,578 seat hours per week
And
• Library refurbishment– Levels 6 & 7 completed summer 2004
– Levels 8 & 9 scheduled summer 2005
– Level 10 & 11 scheduled summer 2006
Transforming this -
To this -
And this -
To this -
and this -
What Next?
Restructured Library Services effective from 1st March 2006
Director of Library Services retires 30th March 2006
Directorate
Research & Teaching Support
Information access
Finance & Corporate Services
Looking Forward to new challenges!