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Reading Rodski: User Surveys Revisited. The 25 th IATUL Annual Conference Krakow 2004 Dr. Grace Saw University of Queensland Cybrary Brisbane, Australia. Overview. Introduction User Surveys Rodski Survey Australia UQ Cybrary LibQUAL+ Future. - PowerPoint PPT Presentation
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Reading Rodski: User Surveys
RevisitedThe 25th IATUL Annual ConferenceKrakow 2004
Dr. Grace Saw
University of Queensland Cybrary
Brisbane, Australia
Overview
IntroductionUser SurveysRodski Survey
Australia UQ Cybrary
LibQUAL+Future
Introduction User Surveys Rodski Survey LibQUAL+ Future
The University of Queensland
30,000 students 25% postgraduates 18% international
5,000 staff7 Faculties, 35 Schools“Sandstone” University
GO8 / Universitas 21 Member
Introduction User Surveys Rodski Survey LibQUAL+ Future
Why conduct User Surveys?
Identify (unmet) needs
Reveal service issues and opportunities
Ensure efficient use of resources
Provide input for Strategic Planning
Introduction User Surveys Rodski Survey LibQUAL+ Future
Types of User Surveys
Quantitative surveys
Qualitative surveysDisciplinary-based
studiesSurveys of specific
user groupsAutomated data
analysis
Introduction User Surveys Rodski Survey LibQUAL+ Future
Rodski in Australia
1997: University of Melbourne1999: Australasian Universitas 21
Libraries Universities of Melbourne,
Queensland, New South Wales and Auckland
2000: Adopted by Council of Australian University Librarians Almost all 39 Libraries will undertake
Rodski in 2003 / 2004
Introduction User Surveys Rodski Survey LibQUAL+ Future
Rodski Survey
Developed by Rodski Research Group
41 – 43 variablesBivariate
methodology Measures
Importance and Performance
Clients rate each statement twice
Categories Communication Facilities and
Equipment Library Staff Service Delivery Service Quality
“Gap” areas can be identified
Introduction User Surveys Rodski Survey LibQUAL+ Future
Rodski at the UQ Cybrary
Conducted 1999, 2001, 2003
3, 500 staff, students and academics surveyed each time
Paper and web versions
Greater levels of satisfaction than dissatisfaction
“Gap” areas targeted for improvement
Introduction User Surveys Rodski Survey LibQUAL+ Future
"Excellent firms don't believe in excellence - only in constant improvement and constant change."
– Thomas J. Peters
Introduction User Surveys Rodski Survey LibQUAL+ Future
Top 10 “Gap” Areas 2003Largest Gap
(Service Expectation – Performance)
Mean Gap
Number of computer workstations is adequate
2.14
Photocopying / printing facilities are adequate
1.97
Computer facilities and electronic equipment are adequate*
1.77
Opening hours meet my needs* 1.30
Prompt corrective action is taken regarding missing journals and books
1.30
Introduction User Surveys Rodski Survey LibQUAL+ Future
Top 10 “Gap” Areas 2003Largest Gap
(Service Expectation – Performance)
Mean
Gap
Library collection is adequate for my needs
1.28
Information resources (books, electronic etc) are easily accessed*
1.13
Library space is adequate 0.98
Individual seating is adequate 0.97
The Library catalogue provides clear and useful information*
0.85
Introduction User Surveys Rodski Survey LibQUAL+ Future
Improving Client Satisfaction
Gap Area ResponseNumber of Computers
2001: 700 computers replaced2001 – 2003: 500 new computers
Photocopying & Printing
1999 – 2003: continuously upgradedAligned to usage patterns
Introduction User Surveys Rodski Survey LibQUAL+ Future
Improving Client Satisfaction
Gap Area Response
Opening Hours
Increased Hours in 4 branch libraries
Space New Postgraduate Study Facility
Dorothy Hill Research Centre
New Library Ipswich Library
Planned: Library Refurbishment Biological Sciences Library
Introduction User Surveys Rodski Survey LibQUAL+ Future
Improving Client Satisfaction
Gap Area Response
Catalogue & Web Site
2003 – 2004: Substantial user- interface changes27.8% increase in catalogue usage
(2003 compared to 2002)
2003: 30,000,000 hits to website
30% website use from branch libraries, 30% from other sites within University of Queensland, 40% from outside University.
Introduction User Surveys Rodski Survey LibQUAL+ Future
LibQUAL+
ARL/Texas A&M University Partnership
400 libraries 25 questions4 areas:
Effect of Service Personal Control Access to Information Library as Place
Introduction User Surveys Rodski Survey LibQUAL+ Future
Similarities: Rodski - LibQUAL+
Overall aims Evaluating quality
of service Enable
improvements
Format Web and paper
Conclusions reached
Introduction User Surveys Rodski Survey LibQUAL+ Future
Differences: Rodski - LibQUAL+
Types of questions
BenchmarkingTailored questionsCostRating systems
Introduction User Surveys Rodski Survey LibQUAL+ Future
The Future: The Australian Context
CAUL Best Practice Working Group Current survey of top performing libraries Aim: Identifying best practice Comparison between Rodski and LibQUAL+ Possible review of Rodski participation
UQ Cybrary RODSKI in 2005 Longitudinal benefits
Introduction User Surveys Rodski Survey LibQUAL+ Future
