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IDENTIFYING NEEDS AND PRIORITIES ACROSS USER GROUPS AND DISCIPLINES AT THE UNIVERSITY OF NOTRE DAME THROUGH LIBQUAL+™ USER COMMENTS. Are They Really That.

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Presentation on theme: "IDENTIFYING NEEDS AND PRIORITIES ACROSS USER GROUPS AND DISCIPLINES AT THE UNIVERSITY OF NOTRE DAME THROUGH LIBQUAL+™ USER COMMENTS. Are They Really That."— Presentation transcript:

1 IDENTIFYING NEEDS AND PRIORITIES ACROSS USER GROUPS AND DISCIPLINES AT THE UNIVERSITY OF NOTRE DAME THROUGH LIBQUAL+™ USER COMMENTS. Are They Really That Different?

2 University of Notre Dame 11,417 students and 1586 faculty 4 undergraduate colleges (Arts and Letters, Business, Engineering, Science) School of Architecture Graduate School Law School 10 major research institutes

3 Hesburgh Libraries of Notre Dame Over 2 million volumes Over 2.5 million microform units 22,600+ serials Acquisitions budget totally over $15 million 10 libraries and/or centers, including the 14-story Theodore M. Hesburgh, C.S.C., Library

4 2002 2006 Survey sent to random sample of 2800 Respondents  308 undergraduates  255 graduate students  183 faculty 26.6% response rate 324 written comments Survey sent to all students and faculty Respondents  1850 undergraduates  553 graduate students  229 faculty 22.5% response rate 1039 written comments LibQUAL+ at ND

5 Affect of Service (AS)Information Control (IC)Library as Place (LP) Employees who instill confidence in users(AS-1) Making electronic resources accessible from my home or office (IC-1) Library space that inspires study and learning (LP-1) Giving users individual attention (AS-2) A library Web site enabling me to locate information on my own (IC-2) Quiet space for individual activities (LP-2) Employees who are consistently courteous (AS-3) Printed library materials I need for my work (IC-3) A comfortable and inviting location (LP-3) Readiness to respond to users' questions (AS-4) The electronic information resources I need (IC-4) A getaway for study, learning, or research (LP-4) Employees who have the knowledge to answer user questions (AS-5) Modern equipment that lets me easily access needed information (IC-5) Community space for group learning and group study (LP-5) Employees who deal with users in a caring fashion (AS-6) Easy-to-use access tools that allow me to find things on my own (IC-6) Employees who understand the needs of their users (AS-7) Making information easily accessible for independent use (IC-7) Willingness to help users (AS-8) Print and/or electronic journal collections I require for my work (IC-8) Dependability in handling users’ service problems (AS-9) LibQUAL+™ Dimensions

6 University of Notre Dame Local Questions from LibQUAL+™ Pool of 100+ Library Orientation/Instruction Sessions Making me aware of library resources and services Accuracy in catalog, borrowing, and overdue records Timely document delivery/interlibrary loan Adequate hours of service Selected Local Questions

7 Service Adequacy Gap Scores User GroupArea needing improvement Service dimension UndergraduatesModern equipment that lets me easily access needed information (IC-5)Information Control Print and/or electronic journal collections I require for my work (IC-8)Information Control Easy to use access tools that allow me to find things on my own (IC-6)Information Control Graduate StudentsPrint and/or electronic journal collections I require for my work (IC-8)Information Control The electronic information resources I need (IC-4)Information Control A library web site enabling me to locate information on my own (IC-2)Information Control FacultyPrint and/or electronic journal collections I require for my work (IC-8)Information Control Printed library material I need for my work (IC-3)Information Control A library web site enabling me to locate information on my own. (IC-2)Information Control

8 Most important services User GroupServiceDimension Undergraduates Making electronic resources accessible from my home or office (IC-1) Information Control Modern equipment that lets me easily access needed information (IC-5) Information Control Adequate hours of serviceLocal question Graduates Print and/or electronic journal collections I require for my work (IC-8) Information Control A library web site enabling me to locate information on my own (IC-2) Information Control The electronic information resources I need (IC-4)Information Control Faculty Print and/or electronic journal collections I require for my work (IC-8) Information Control A library web site enabling me to locate information on my own (IC-2) Information Control Timely interlibrary loan/document deliveryLocal question

9 “22 questions and a box” The survey offers a “comments box” soliciting open-ended user views that provide a more detailed picture of how users view our resources and services. 661undergraduates, 231 graduate students, and 119 faculty utilized this box to give specific comments.

10 Distribution of Comments

11 Why Analyze Qualitative Data? “Qualitative data … drawn from survey comments … provide richness and context that add life to the numbers and meat to the bones of the quantitative data.” Effort in providing written comments “indicates a certain amount of enthusiasm or frustration” on the user’s part. Jankowska et. al (2006)

12 Coding the Comments

13 Sample Comment “My biggest, and crucial, complaint is that at least part of the library really needs to be open later than 2 am—preferably 24 hours. There is a SERIOUS LACK of 24 hour study space on campus, especially for off-campus dwellers, let alone space that is quiet and well lit. Having even a single floor remain open all hours would be a HUGE help.” Undergraduate Student

14 Sample Comment “Please increase the availability of electronic journals because that is the future of my academic field and many others… printed materials will become less and less important as we head into the future. I hope the library is ready for this very difficult challenge.” Graduate Student

15 Sample Comment “The Library’s greatest failing is gaps in its collections of printed materials, and inability to purchase as broadly as is needed because of inadequate funding. The staff are almost without exception WONDERFUL.” Faculty Member

16 Mapping the Comments Service Dimension UndergradsGraduate Students FacultyTotals Information Control 416225122763 Library as Place 893212133 Affect of Service 1365843237 Totals 6413151771133

17 Qualitative Data: Top Issues User GroupServiceDimension Undergraduates Adequate hours of serviceLocal Question Willingness to help usersInformation Control Printed library materials I need for my workAffect of Service Graduates Print and/or electronic journal collections I require for my work Information Control Printed library materials I need for my workInformation Control Willingness to help usersAffect of Service Faculty Print and/or electronic journal collections I require for my work Information Control Printed library materials I need for my workInformation Control Timely document delivery/interlibrary loanLocal question

18 Broad Disc.DimensionTotal Arts & HumanitiesAS66 IC165 LP29 Arts & Humanities Total 260 Science & EngineeringAS14 IC124 LP4 Science & Engineering Total 142 Social Sciences & BusinessAS21 IC58 LP11 Social Sciences & Business Total 90 Grand Total 492 Distribution of comments by discipline

19 QuestionsDesired Information ControlPrint and/or electronic journals collections I require for my work8.58 Information ControlA library web site enabling me to locate information on my own8.41 Information ControlEasy to use access tools that allow me to find things on my own8.37 Information ControlThe electronic information resources I need8.35 Information ControlMaking information easily accessible for independent use8.33 Information ControlMaking electronic resources accessible from home or office8.29 Information ControlModern equipment that lets me easily access information8.28 Information ControlPrinted library materials I need for my work8.26 Local QuestionAccuracy in the catalog, borrowing, and overdue records8.22 Affect of ServiceEmployees who have the knowledge to answer questions8 Questions# Comm. Printed library materials I need for my work (IC-3)40 Willingness to help users (AS-8)30 Timely document delivery/interlibrary loan (Local Question 4)25 Making information easily accessible for independent use (IC-7)20 Print and/or electronic journal collections I require for my work (IC-8)16 A Comfortable and inviting location (LP-3)16 Modern equipment that lets me easily access needed information (IC-5)12 Employees who have the knowledge to answer user questions (AS-5)11 Accuracy in catalog, borrowing and overdue records (Local Question 3)11 Arts & Humanities Faculty and Graduate Students

20 Questions Number of Comments Printed library materials I need for my work (IC-3)9 Willingness to help users (AS-8)7 Easy to use access tools that allow me to find things on my own (IC-6)7 Print and/or electronic journal collections I require for my work (IC-8)7 Employees who have the knowledge to answer users questions (AS-5)5 Modern equipment that lets me easily access needed information (IC-5)5 Timely document delivery/interlibrary loan (Local Question)5 A comfortable and inviting location (LP-3)5 A library web site enabling me to locate information on my own (IC-2)4 The electronic information resources I need (IC-4)4 QuestionsDesired Information ControlThe electronic information resources I need8.43 Information ControlMaking electronic resources accessible from home or office8.39 Information ControlA library web site enabling me to locate information on my own8.25 Information ControlPrint and/or electronic journals collections I require for my work8.2 Information ControlModern equipment that lets me easily access information8.19 Information ControlEasy to use access tools that allow me to find things on my own8.19 Information ControlMaking information easily accessible for independent use8.08 Affect of ServiceEmployees who have the knowledge to answer questions7.77 Affect of ServiceEmployees who are consistently courteous7.73 Local QuestionAdequate hours of service7.73 Social Sciences & Business Faculty and Graduate Students

21 Questions Number of Comments Print and/or electronic journal collections I require for my work (IC-8)58 Timely document delivery/interlibrary loan (Local question)12 A library web site enabling me to locate information on my own (IC-2)9 Printed library materials I need for my work (IC-3)8 Making information easily accessible for independent use (IC-7)8 Adequate hours of service (Local question)7 Employees who deal with users in a caring fashion (AS-6)6 The electronic information resources I need (IC-4)6 Easy to use access tools that allow me to find things on my own (IC-6)6 Willingness to help users (AS-8)4 DimensionQuestionsDesired Information ControlThe electronic information resources I need8.54 Information ControlA library web site enabling me to locate information on my own8.5 Information ControlPrint and/or electronic journals collections I require for my work8.42 Information ControlMaking electronic resources accessible from home or office8.37 Information ControlEasy to use access tools that allow me to find things on my own8.03 Information ControlMaking information easily accessible for independent use7.88 Information ControlModern equipment that lets me easily access information7.71 Affect of ServiceEmployees who are consistently courteous7.63 Local QuestionAdequate hours of service7.58 Affect of ServiceEmployees who understand the needs of their users7.47 Science & Engineering Faculty and Graduate Students

22 Common Across Disciplines and Analysis Print and/or electronic journal collections I require for my work

23 Implemented Changes Post-LibQUAL+™ Information ControlAffect of ServiceLibrary as PlaceLocal Question Redesign of website IC-2New recall policy AS-9 Graduate Student Study Room LP-2 Personal research consultation service L-1 KIC scanners IC-5Information commons LP-5 Peer information counselors L-1 Replacing photocopiers with multifunction printers/scanners IC-5 Hiring an outreach/marketing librarian L-2 FindText Improvements enhancements IC-6New Marketing Outreach Committee L-2 Quick Search Improvements IC-6 Enhanced document delivery L-4 Enhancements to online catalog– Find it, etc. Purchase of Primo IC-6 24-Hour Access: Midterms & Finals L-5 FAQ IC-7 Outcomes

24 Sherri Jones Head Information, Research and Instruction Services Hesburgh Libraries of Notre Dame sedwards@nd.edu Jessica Kayongo Reference Librarian Information, Research and Instruction Services Hesburgh Libraries of Notre Dame jkayongo@nd.edu Questions?


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