Presentation is loading. Please wait.

Presentation is loading. Please wait.

Analyzing LibQUAL+TM Comments Using Excel : an accessible tool for engaging discussion and action Elizabeth C. Habich Northeastern University.

Similar presentations


Presentation on theme: "Analyzing LibQUAL+TM Comments Using Excel : an accessible tool for engaging discussion and action Elizabeth C. Habich Northeastern University."— Presentation transcript:

1 Analyzing LibQUAL+TM Comments Using Excel : an accessible tool for engaging discussion and action Elizabeth C. Habich Northeastern University

2 LibQUAL+ at NU: respondents and comments Respondents Comments % Commenting52%40%

3 All those comments !! … What do they mean? … And what can I do about it??

4 The challenge: No Atlas ti…. …No money… …No time…

5 Action, I want Action!!

6 Excel to the Rescue!

7 Well, sort of to the rescue… Needed: Relational database Available : Flat file available What to do….?

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

9 AFFECT OF SERVICE AS-1Employees who instill confidence in users AS-2Giving users individual attention negative AS-3Employees who are consistently courteous mixed negative general librarians Access Media Reference student staff positive general Reference AS-4Readiness to respond to users questions negative AS-5Employees who have the knowledge to answer user questions negative general Access - student staff librarians media positive general librarians Reference

10 AS-8Willingness to help users Mixed-Access Negative general Media student staff Positive general Access Full time staff librarians Media Reference AS-9Dependability in handling users' service problems Negative accuracy (circ) reserves shelving online hours accuracy study room reservations

11 IC-6Easy-to-use access tools that allow me to find things on my own Negative business databases needed database design databases/e-journals LLBA needed math media center genre search accurate shelving Web of Science general Positive ILLiad

12 IC-8Print and/or electronic journal collections I require for my work E-Journals Negative access integration w/databases need more (biomed, CJ, med, nursing, PT, psych, research, scientific, speech lang path Positive Am Chem Soc j's JSTOR Journals in general Negative biology geology graphic design math medical psych scientific speech language pathology theatre general Positive medical

13 LIBRARY AS PLACE LP-1Library space that inspires study and learning Negative cybercafe-lighting lighting general Positive general LP-2Quiet space for individual activities Cybercafe - negative-too crowded Individual space negative- need more/better positive Noise & lack of enforcement negative noise noise & crowding Quiet areas - positive!

14 Raw Comment “The library overall has a relaxing feeling to it, especially when it comes to finding the right place to study. With the size of its inventory the resources are infinite. There is barely any interaction with the staff though. This may be because students already have a sense of what they need/are doing before they go to the library.” (2007-#101)

15 Three thoughts… “The library overall has a relaxing feeling to it, especially when it comes to finding the right place to study. With the size of its inventory the resources are infinite. There is barely any interaction with the staff though. This may be because students already have a sense of what they need/are doing before they go to the library.” (2007-#101)

16 “The library overall has a relaxing feeling to it, especially when it comes to finding the right place to study.”

17 Library as Place LP-1: Library space that inspires study and learning

18 “With the size of its inventory the resources are infinite.”

19 Information Control (IC) - IC-3: The Print Collections I need to do my work.

20 “There is barely any interaction with the staff though. This may be because students already have a sense of what they need/are doing before they go to the library.”

21 Affect of Service (AS) …. but which question?

22 101Undergr aduate Computer & Information Science Snell Librar y Und er 18 M al e The library overall has a relaxing feeling to it, especially when it comes to finding the right place to study. With the size of its inventory the resources are infinite. There is barely any interaction with the staff though. This may be because students already have a sense of what they need/are doing before they go to the library LPinsp 101Undergr aduate Computer & Information Science Snell Librar y Und er 18 M al e The library overall has a relaxing feeling to it, especially when it comes to finding the right place to study. With the size of its inventory the resources are infinite. There is barely any interaction with the staff though. This may be because students already have a sense of what they need/are doing before they go to the library ICprint 101Undergr aduate Computer & Information Science Snell Librar y Und er 18 M al e The library overall has a relaxing feeling to it, especially when it comes to finding the right place to study. With the size of its inventory the resources are infinite. There is barely any interaction with the staff though. This may be because students already have a sense of what they need/are doing before they go to the library ASgener al

23 A well-run library that has lacked adequate financial support from the administration. More needed in electronic journals as well as books for our students. #13 (faculty, male, over 65, College of Arts & Science/Political Science; primary library:Snell Library)

24 A well-run library that has lacked adequate financial support from the administration. More needed in electronic journals as well as books for our students.

25 A well-run library… General/ positive …that has lacked adequate financial support from the administration. General More needed in electronic journals… IC /journals/e-journals/negative …as well as books for our students IC/print/negative

26 TUTORING General - Funding General INFOCOMMONS N/A SURVEY

27 LP-2: Quiet space for individual activities: Summary LP-2 Quiet space for individual activities 83 Cybercafe - negative-too crowded2 Individual space negative- need more/better4 positive1 Noise & lack of enforcement negative noise70 noise & crowding2 Quiet areas - positive!4

28 Top Positive Comments Positive 88 I love the library 32 staff are willing to help 25 inspirational space 15 good place to study 11 staff are knowledgable

29 Top Negative Comments Negative 70 too much noise & lack of enforcement 56 need longer hours 47 website is hard to use 43 more e-journals 32 more collections (general) 27 more print collections 21 more easily accessible information 19 more electronic resources 19 better/more access tools (databases) 17 more journals (general) 17 need more group study rooms 13 lack of consistent courtesy 13 uncomfortable chairs 11 building is too cold

30 LP-2 – Quiet Space for Individual Activities /Noise /Negative: Selected Comments I wish the library would be more strict on the 3rd and 4th floors. People still talk loudly and yet that's those 2 floors are the most quitest place to study in the library. It is helpful to have different floors dedicated to different noise levels- the forth floor is consistantly quiet and helps me to focus on my work when I need to. Group study rooms are also helpful although rarely are supplied with markers and the smaller ones get very crowded- the chairs are too big. The quiet study floors are never quiet anymore. Maybe signs should be bigger letting people know about the third and fourth floor? cell phones on the quiet study floors = BAD Groups often come in and are loud, it would be nice to see the library staff actively make an effort to direct the groups to the cafe section or remind them others around them came to the library for quiet study. NO CONVERSATIONS ON 3rd OR 4th FLOOR SHOULD BE ENFORCED!

31 IC-2 Library Website enabling me to locate information on my own The online journals are a great resource, but difficult to browse/search effectively. I would like to see many more resources and intructions on how to use the library from home, especially through its web page. I would like to see it become more user friendly. The library is a good tool for research, but it, espeically the website, can be fairly difficult to navigate. I find myself confused with the NUCat and other things, but once I figure it out it could be a very valuable resource, even more so than it is now. The library website is very hard to use. It is very hard to conduct research and it is very hard to go back to the few good researches that I have found. I think it needs to be simplified and more sources need to be made available. More full text needs to be made available for ejournals and articles. The website is confusing, however, the librarians are very helpful and knowledgeable. They are very friendly as well and taught me how to research. But, once again, NU library site is very much not user- friendly. Google Scholar search is more user friendly and often links users to the same or better sites. The Library website needs a makeover! I hate using it because its unclear and confusing. When I search for E-journals, I have a hard time finding ones I can print. Don't list them if I can't print them out/use them! Sometimes it takes a long time to find the right online journal resource that provides full text and it's hard to navigate through the journal website while having access to the information. It would be great if the login myneu user name would be applied every time you change the webpage to ensure full access to information.

32 AS-3 Employees who are consistently courteous I am always satisified with the staff who help with research; however, those people in charge of circulation are consistently rude and impatient. I rated the customer service area of the survey low as most evenings when I am there at closing the employees tend to be a bit rude. There is a man that walks around the floors announcing the library is closing and he is rude and obnoxious. I am 41, and I think he forgets there are not just "kids" in the library, there are mature adults who do not need to be treated the way I've been treated by him. For that matter, he should not even be treating the young kids this way. Over all I've been pleased with the library aside from the staff situation - and frankly, it's just the couple of people I have encountered at night when the library is closing. Employees are often unfriendly, rude, unapproachable, sharp, sarcastic, and begrudging. This is especially true of the front desk staff (students are usually the nicest). I use the library multiple times per day from 10 mins to 6 hours at a time. The reserve system for teachers and student has not been an easy and efficient system to use. Often the books are not put on reserve when requested by a professor and the desk staff at snell when requesting a reserve book have often been less than courteous. 'Thank you I think the bathrooms are disgusting. They smell and are dirty most of the time, especially at the end of the day. The media center is totally outdated. The reference service is excellent but the other desk on the first floor needs serious help in customer service.

33 IC-6 Summary IC-6Easy-to-use access tools that allow me to find things on my own 20 Negative 19 business databases needed4 database design1 databases/e-journals2 LLBA needed2 math1 media center genre search1 accurate shelving1 Web of Science6 General1 Positive 1 ILLiad1

34 IC-6 Access Tools: Web of Science Comments FacultyArts & Sciences - Chemistry & Chemical Biology Snell Library FemalePlease get a Web of Science subscription. Thanks! FacultyArts & Sciences - Physics Snell Library MaleWhat happened to Web of Science? FacultyEngineering - Mechanical & Industrial Enginering Snell Library MalePlease purchase the "Web of Science" FacultyEngineering - Mechanical & Industrial Enginering Snell Library MaleIn my opinion, the researchers urgently need Web of Science and Scopus for citation search/cited search, etc. Compendex at the moment does not seem to be too much up-to-date. FacultyEngineering - Mechanical & Industrial Enginering Snell Library MaleWe need Web of Science !!!!!!! FacultyEngineering - Mechanical & Industrial Enginering Snell Library MaleThe library desperately needs a database such as Scopus or Web of Science. In my opinion, Scopus is better and cost effective.

35 Architecture Department Respondent Comments Faculty FemaleIt's a very nice small library good for undergraduates, but not sufficient. It will never suffice for my research. The staff are always helpful and courteous. Undergraduate MaleI enjoy the architecture section, but there is a need for more Sustainable architecture books. Undergraduate MaleMore electronic journal access would be excellent. I often feel that the Avery Index is severely lacking in what I need, especially coming from Snell. Overall, however, I am very satisfied with the library and its staff. Undergraduate Femalevery helpful staff Undergraduate MaleOverall you guys are doing an excellent job, though I strongly suggest that you keep up with the latest technologies to facilitate the easy use of the library, especially from locations outside the library. Undergraduate FemaleThe InterLibrary Loan page should be more accessible. It's hard for me to find it, which is usualy by accident after searching the library site! Undergraduate FemaleThe architecture section of the library is so limited, students and I are always traveling to MIT and Harvard for research. Undergraduate FemaleThe system for finding books is sometimes confusing, but there is always someone to help you out if you have trouble. Undergraduate Femalemore architecture books needed Undergraduate FemaleThe library seriously lacks inviting study space. The environment is not at all relaxing and in general there is a clear lack of open space for group work

36 Mechanical & Industrial Engineering Department : Respondent Comments Faculty MalePlease purchase the "Web of Science" Faculty MaleIn my opinion, the researchers urgently need Web of Science and Scopus for citation search/cited search, etc. Compendex at the moment does not seem to be too much up-to- date. Faculty MaleWe need Web of Science !!!!!!! Faculty MaleThe library desperately needs a database such as Scopus or Web of Science. In my opinion, Scopus is better and cost effective. Graduate MaleThe biggest problem I have is the limited number of available online journals. Because of that I can't access to too many of the resources I need. Graduate MaleThere should be atleast 2 books of all the courses taken at the university, recommended by the respective professor. Graduate FemaleI have found it difficult sometimes to access library resources from off-site. As a professional (part-time) student, it is VERY important to me to be able to conduct searches and other research off-site so that I can maximize the limited amount of time I have available to do research on campus. The frequent log-on problems, slow searches, etc. make that needlessly difficult.

37 Mechanical & Industrial Engineering Department: More Comments Undergraduate MaleI think they need more rooms with more dry erase boards for group study. These rooms are really useful for engineers, but theyre rarely open and require too much advance notice. Undergraduate MaleNA Undergraduate MaleThe change to printing based upon last name is a silly idea. It makes the first couple bins packed and other ones empty. You should analyze and evenly distribute the letters into different bins, or just go back to the numeric system, you can still have the persons name linked to the print, but after the number thats all. Undergraduate MaleThe food mart in the library is a really great addition. Undergraduate MaleThe library is great but this quiz was kind of repetitive....You ask the same four questions just re-worded into 5 or six different ways each...Nice.

38 Thank you! Elizabeth Chamberlain Habich Northeastern University


Download ppt "Analyzing LibQUAL+TM Comments Using Excel : an accessible tool for engaging discussion and action Elizabeth C. Habich Northeastern University."

Similar presentations


Ads by Google