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AbstractThis paper reports on the use of the LibQUAL+ library customer satisfaction survey tool by Ireland’s Consortium of National and University Libraries (CONUL), and the Society of College, National and University Libraries (SCONUL), in the United Kingdom. The paper discusses the consortium composition, the expectations of the customers and how these have changed over time, and the perceptions of the library service in Ireland the UK. Demonstrable outcomes from LibQUAL+® at a local and national level are also presented. ApproachLibQUAL+® is a library service quality survey instrument developed by the Association of Research Libraries (ARL) in association with Texas A&M University. A consortium of CONUL and SCONUL member libraries has been successfully running LibQUAL+® in Ireland and the UK since 2003. To date more than 70 UK and Irish Higher Education Libraries have implemented the survey providing a wealth of data on the quality of academic library provision. This paper will examine the composition of the consortium and its implementation patterns. The results of the surveys at a national and international level will be discussed, providing a comprehensive picture of the performance of UK and Irish academic libraries. Additional statistical analyses are also presented which review users’ expectations of libraries, how these are changing over time, and how successful libraries are at meeting these expectations. FindingsThe LibQUAL+® survey results from Ireland and the UK College & University participants since 2003 are presented. Emphasis is placed on the users’ desired expectation mean scores as an indication of changing concerns amongst various library user groups. Trend analysis of how well libraries have been responding to and meeting these expectations is also presented. Examples of best practice identified from the data will be discussed, highlighting where lessons can be learnt.The paper presents evidence that users expectations may not be changing as rapidly as technology developments might suggest, and that there is still adesire for the physical academic library despite the increasing demand for electronic resources. Customer perceptions of library services have increased since 2003 indicating the results of action taken has had a positive impact. The opportunity for improvement does however remain, encouraging us to strive to further in our quest for the perfect library service.ValueThis paper will be of interest to those involved in library surveys or other methods of listening to users. In particular it may assist the development of deeper understanding of library users’ expectations in a changing environment, and will also therefore be of value to all those concerned with library strategy and development.
Citation preview
LibQUAL+® in Ireland and the United Kingdom
Selena Killick Library Quality Officer, Cranfield University
J. Stephen Town Director of Information, The University of York
&
Consortium Composition
0
5
10
15
20
25
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012*
Number of SCONUL LibQUAL+® Participants by Year
LibQUAL+ Participants Unique LibQUAL+ Participants
57% 55% 33%
7%
0
10
20
30
40
50
60
70
80
RLUK Pre-1992 Post-1992 HE colleges
SCONUL LibQUAL+® Libraries by HE Sector / Sector Population
LibQUAL+ Libraries Non-LibQUAL+ Libraries
0
5
10
15
20
25
30
Russell Group 1994 Group University Alliance
Million+ CONUL
LibQUAL+® Libraries by Mission Group
LibQUAL+ Libraries Non-LibQUAL+ Libraries
60% 68%
35%
44%
82%
Annual 12%
Biennial 55%
Three-yearly 15%
Other 18%
SCONUL LibQUAL+® Repeat Participation by Style
Expectations
Highest Desired ID Question Desired
(2011) Years in Top 5
IC-1 Making electronic resources accessible from my home or office 8.30 9
LP-1 Library space that inspires study and learning 8.16 2
IC-2 A library Web site enabling me to locate information on my own 8.10 9
IC-7 Making information easily accessible for independent use 8.06 2
IC-8 Print and/or electronic journal collections I require for my work 8.06 8
Lowest Desired
ID Question Desired (2011)
Years in Bottom 5
AS-2 Giving users individual attention 6.77 9
LP-5 Space for group learning and group study 7.32 9
AS-1 Library staff who instill confidence in users 7.49 8
AS-6 Library staff who deal with users in a caring fashion 7.73 9
AS-7 Library staff who understand the needs of their users 7.74 2
5.60
5.80
6.00
6.20
6.40
6.60
6.80
Affect of Service Information Control Library as Place Overall
Me
an
Dimension
SCONUL LibQUAL+® Dimension Minimum Mean Comparisons
Minimum Mean 2004 Minimum Mean 2011
7.20
7.30
7.40
7.50
7.60
7.70
7.80
7.90
8.00
8.10
Affect of Service Information Control Library as Place Overall
Me
an
Dimension
SCONUL LibQUAL+® Dimension Desired Mean Comparisons
Desired Mean 2004 Desired Mean 2011
5.00
5.20
5.40
5.60
5.80
6.00
6.20
6.40
6.60
6.80
7.00
Space for group learning and group
study
Making electronic resources accessible
from my home or office
Library staff who deal with users in a
caring fashion
A comfortable and inviting location
SCONUL LibQUAL+® Increasing Minimum Expectations
Minimum Mean 2004 Minimum Mean 2011
6.60
6.80
7.00
7.20
7.40
7.60
7.80
8.00
8.20
The printed library materials I need for my work
Print and/or electronic journal
collections I require for my
work
Giving users individual attention
Quiet space for individual work
Modern equipment that lets me easily access needed
information
SCONUL LibQUAL+® Decreasing Desired Expectations
Desired Mean 2004 Desired Mean 2011
Perceptions
SCONUL Overall 2004
SCONUL Overall 2011
5.40
5.60
5.80
6.00
6.20
6.40
6.60
6.80
7.00
7.20
Affect of Service Information Control Library as Place Overall
Me
an
Dimension
SCONUL LibQUAL+® Dimension Perceived Mean Comparisons
Perceived Mean 2004 Perceived Mean 2011
Comparisons
SCONUL & ARL Comparisons: 2004 – 2011 Dimension Summary
5.00
6.00
7.00
8.00
9.00
SCONUL Overall 2004 ARL Overall 2004 SCONUL Overall 2011 ARL Overall 2011
Mea
n
SCONUL & ARL Comparisons: 2004 – 2011 Affect of Service
5.00
6.00
7.00
8.00
9.00
SCONUL Affect of Service 2004
ARL Affect of Service 2004
SCONUL Affect of Service 2011
ARL Affect of Service 2011
Mea
n
SCONUL & ARL Comparisons: 2004 – 2011 Information Control
5.00
6.00
7.00
8.00
9.00
SCONUL Information Control 2004
ARL Information Control 2004
SCONUL Information Control 2011
ARL Information Control 2011
Mea
n
SCONUL & ARL Comparisons: 2004 – 2011 Library as Place
5.00
6.00
7.00
8.00
9.00
SCONUL Library as Place 2004
ARL Library as Place 2004
SCONUL Library as Place 2011
ARL Library as Place 2011
Mea
n
LibQUAL+® Results in Action
£14 million improvement programme now underway at St. Andrews to renovate the Library,
expand the collection and increase study space.
The Library is one of the most oppressively depressing locations on the face of the earth; its ugly décor and offensive lighting gnaw at the soul and the carpeting is an invitation to
madness
Feedback from SCONUL Participants
• Secured additional funding to increase resources
• Increased liaison with Academic staff
• Improvements to the Library building
• Developed information literacy training
• Increased help and support
National Outcomes
Libraries are being transformed into rowdy social spaces… many of the changes have had
unfortunate – even disastrous – consequences for the place of libraries in university scholarship
and study.
Response published in the next edition of THE from SCONUL outlining that LibQUAL+®
results show that academic staff perceptions of library buildings are the
highest they’ve ever been.
Sharpe, K. 2009. Quiet, please. Times Higher Education . 5 November. [Available Online].
Conclusions
• Greater use of LibQUAL+® by Pre-1992 Universities
• Biennial participation for ~half of users
• Expectations rising in most areas
• Perceptions rising also
• Not quite as good as ARL
• LibQUAL+® helps Libraries to develop and improve services
• The carpet at St. Andrews used to be mental!
Acknowledgements
• Amanda Conway, Dorothy Vuong, Karen Ready, Jacqui Dowd, John MacColl and the rest of the SCONUL LibQUAL+® Participants
• The ARL LibQUAL+® Participants
• SCONUL Working Group on Performance and Quality
• Martha, Bruce, Colleen, David and the rest of the LibQUAL+® team
Thank You! Selena Killick [email protected] @SelenaKillick Tel: +44(0)1793 785561
J. Stephen Town Director of Information, The University of York
