Listening to Users: The Role of Assessment in Changing

Library Space to Meet User Needs

ARL Library Assessment Conference

September 26, 2006

Kimberly Sweetman & Lucinda Covert-Vail

Today’s Presentation

• NYU Bobst Library renovation

• Assessment measures

• Outcomes

• Assessment measure repurposing

• Creating a culture of assessment

• Conclusion

Why

• LibQual+ results• Multiple assessments• Public culture of libraries• Users define the space - interactions, activities• Consultative, iterative process• Public relations, user outreach

Bobst Library Renovation

• Renovation opened Fall 2004

• 4 floors renovated• User spaces

w/undergraduate focus• Staff spaces• Reference center

• Features– 24X7

– Group study rooms

– Wireless

– Computer classrooms/labs

– Consultation rooms

– ADA compliance

User Assessment

• Web-based user preference surveys (pre and post renovation)

• User activity survey

• Advisory and focus groups

• LibQual + -- 2002 and 2006

User Preference Survey #1

• Developed in conjunction with architectural firm

• Posted on library website

• Pre-renovation• Focused on specifics

of library use

• Sought opinions on– Preferred workspace

– Visual environment

– Privacy & security

– Navigation & signage

– Lighting & acoustics

– Furnishings & equipment

– Library ambience

User Preference Results

• 330+ respondents “self-reported” their preferences• 61% students & 24% faculty• Primarily daily or weekly library users• 45% indicated library DID NOT meet their needs• Technology --wireless, power outlets• Food• Group and individual use • Library personality: quiet, comfortable,

clean,well-lighted space

User Activity Survey

• Self-reporting v. observation

• Anecdotal, staff opinions• Library as social space• Relation between users &

physical environment• Tools for working,

studying• Spatial analysis

• Observational sweeps 3 times/day

• Variables including seating, location, possessions, activities

• Design & pretest• Multitasking• Furniture choices• Group v. individual

Focus & Advisory Groups

• Bobst Renovation Advisory Committee -Students, faculty & librarians

• PSAC & FAS Library Advisory Committee

• Undergraduate & graduate focus groups

• Test conclusions from observation studies

• Review LibQual results

• Test layouts, furniture, technology conclusions

• Naming conventions

Design Issues

• Value-engineering• Physical layout

– seating arrangements– social v. individual, solitary space– study space

• Technology access• General ambience/environment• User preferences and behaviors• Lighting

Post-renovation Assessments

• Revised web survey - service improvements, added power, food choices, outreach

• LibQual+ 2006 - shift in library as place perception

• Exit data• User activity observation study

Repurposing the User Activity Study

• Quality of Life Committee (QLC)– Summer 2004– Charge included developing new food, drink and

cell phone tolerance policies– Charge included assessment and adjustment

Repurposing the User Activity Study

• QLC had not taken baseline measurements

• User Activity Study served as an acceptable baseline– Instances of food and drink lumped together as

“rulebreaking”– Cell phone baseline not comparable, but cell

phone use not problematic

User Activity Study 4th floor

East wing South wing West wing

Perimeter Atrium Perimeter Entry Perimeter Atrium North wing Catwalk

Floor Total

Seating

carrel 3 6 10 2 10 18 49

table 9 14 9 44 76

small study-1 person 5 5 10

small study-2 people 5 6 11

other 4 1 5 10

Total Seating: 22 6 24 6 20 10 63 5 156

Activities

using personal materials 16 5 17 1 15 10 55 119

using library materials 3 2 6 2 2 11 26

using laptop 6 6 2 5 19

using library computer 1 3 4

working in a group 3 3 3 9

other 2 1 3

eating/ drinking 4 2 10 8 6 30 60

cell phone 1 2 4 1 7 13 5 33

User Activity Study (simplified)

Snack W. Side Wood Rm

Group Study* E. Side Computer Commons

BLCC Lounge

Day Total by Type

Seating (1 per user) comfy chair 0 group table 5 2 13 20 counter 2 4 6 Public PC 9 9

other 3 3

Total 5 7 13 13 0 38

Activities (check all that apply)

eating 2 2 4

drinking-covered 3 3 6 5 17

drinking-uncovered 1 1 2

cell phone use 0

notes on general cleanliness, trash can fullness, etc. 1 messy w/ drinks 0

Total 6 3 8 6 0 23

User Activity Study Changes

• Original– Seating Type

– Group Work

– Library Materials

– Personal Materials

– Computer Use

– Eating/Drinking

– Cell Phone (possession)

• Repurposed– Seating Type

– Eating

– Drinking (covered)

– Drinking (uncovered)

– Cell Phone Use

– Notes

QLC UAS Results

• Library use in renovated areas increased 35%

• Users complied with cell phone policies

• Food and drink non-compliance reduced in most areas as a result of new policy and QLC efforts

• Overall instances of food and drink rule-breaking reduced from 20% to 13%

QLC Outcomes

• QLC became a standing committee

• QLC has continued assessment activities & adjusted campaign

• Roving Library Assistants hired

• Additional benches installed in cell phone approved areas

• QLC one example of our move toward a culture of assessment

Toward a Culture of Assessment

Work-Groups teach measurement & assessment methods to staff while bringing people together around a “problem.”

Examples:-Study the efficacy of the book search process-Plan a project to install security tags in

600,000 volumes-Plan the Roving Library Assistant program-Plan a departmental open house

Towards a Culture of AssessmentWG Outcomes: Not only do problems get

solved, but early data suggest that as a result of participating in a work group:

(1) Staff develop an appreciation for using data to make decisions

(2) Staff are more comfortable approaching coworkers they met through a work group

(3) Some staff are more comfortable approaching coworkers in general, even those they did not meet through the work group

Conclusion

• Renovation was a success– Bobst Library received the 2005 class legacy

gift

– “Light, state-of-the-art and most importantly, inviting…[and] so far, NYU has gotten it just right.”

– Washington Square News

Conclusion

We shape our buildings, thereafter they shape us--Winston

Churchill

Conclusion

• We not only improved our space, but also began to improve our library culture:– We learned how to listen to our users– We learned how to critically evaluate our programs and

services– We learned the value of using data to inform decisions– We are slowly but surely spreading these lessons

throughout the library– Staff involvement in renovation, QLC and work groups

has both helped to change our culture and evidenced our changing culture

Conclusion

To Paraphrase Winston Churchill:

We asked users to help us to shape our building, now they are helping to shape everything we do.

Listening to Users

Thank You

Kimberly Burke Sweetman kb26@nyu.edu

Lucinda Covert-Vail lcv@nyu.edu