Presentation on theme: "Listening To Our Users Queen’s 2010"— Presentation transcript:
1Listening To Our Users LibQUAL+ @ Queen’s 2010 LibQUAL+ at Queen's*Nov. 12, /16/96Listening To Our Users LibQUAL+ @ Queen’s 2010
2LibQUAL+ at Queen's*Nov. 12, /16/96What Is LibQUAL+ ?Part of the Library’s ongoing process of service evaluation and planning.Web-based tool for assessing library service quality & identifying opportunities for enhancementsDeveloped and refined over 9 years, 1,00,000+ respondents, 1,000+ institutionsBased on ServQual. 17 years of research and application at Texas A&M, etc.
3How Does LibQUAL+ Measure Quality? LibQUAL+ at Queen's*Nov. 12, /16/96How Does LibQUAL+ Measure Quality?Rating of services in contextBased on client perceptions and expectationsGap analysis between perceived level of service, and minimum and desired service levelAlthough higher scores are better, they have no absolute intrinsic meaning on their own.Meaningful in comparison with past years, other libraries & norms developed over the years
4Gap Rating System [Perceived – Minimum = Service Adequacy Gap] LibQUAL+ at Queen's*Nov. 12, /16/96Gap Rating System [Perceived – Minimum = Service Adequacy Gap]Desired level of service, or ValuePerceived level of serviceMinimum Expected level of serviceLibQUAL measures: value placed on a service by users; expected level of service; gap score, or how well the library has performed in meeting user expectations of a service.
5LibQUAL+ Survey in Canada LibQUAL+ at Queen's*Nov. 12, /16/96LibQUAL+ Survey in CanadaQueen’s participated in 2007 LibQUAL Canada Consortium (54 libraries across Canada). Queen’s will participate in the next consortial survey, 2010:Opportunity to benchmark results with a group of comparable peer institutions: e.g. research-intensive institutions across Canada and universities across Ontario.
6LibQUAL+ Winter 2010 Survey LibQUAL+ at Queen's*Nov. 12, /16/96LibQUAL+ Winter 2010 Survey22 service quality survey questions5 optional “local” questionsDemographic & usage questionsOne open comments box
7LibQUAL+ Winter 2010 Survey LibQUAL+ at Queen's*Nov. 12, /16/96LibQUAL+ Winter 2010 SurveyLibQUAL+ LiteEach respondent answers a reduced number of questions randomly selected from the full survey.11 service quality survey questions1 optional “local” questionDemographic & usage questionsOne open comments box
8Why LibQUAL+ Lite Survey LibQUAL+ at Queen's*Nov. 12, /16/96Why LibQUAL+ Lite SurveyLibQUAL+ Lite was developed in 2008 by ARL in response to the concern among past participants that the size of the full survey (22 core+ 5 optional questions) was limiting their response rates. Trials using the Lite survey have shown significant increases in the response rate over the full survey:Queen’s has opted to use LibQUAL+ Lite to survey our university community in 2010.
9Service Quality “Dimensions” Library Service Quality LibQUAL+ at Queen's*Nov. 12, /16/96Service Quality “Dimensions”Library Service QualityAffect of ServiceLibrary as PlaceEmpathyUtilitarian SpaceResponsivenessSymbolAssuranceRefugeReliabilityInformation ControlScope of collectionsEase of NavigationConvenienceTimelinessModern Equipment
10Survey - Sample Section LibQUAL+ at Queen's*Nov. 12, /16/96Survey - Sample SectionWhen it comes to…My Minimum Service Level Islow …… highMy Desired Service Level IsPerceived Service Performance IsN/A1Employees who instill confidence in usersN/A 2Easy-to-use access tools that allow me to find things on my own3Print and/or electronic journal collections I require for my work
11LibQUAL+ at Queen's*Nov. 12, /16/962007 LibQUAL ResultsLibQUAL results are a measure of perceived service quality in relation to user expectations
12LibQUAL+ at Queen's*Nov. 12, /16/96Detailed ReportThis report compares the Queen’s results against those in & against the 2007 Canadian Consortial resultsHighlights of report:ongoing trends (most & least valued service areas)Library performance (strengths & areas for potential enhancements)assess effectiveness of changes to library facilities and services implemented since 2004.
13Issues & Actions Report LibQUAL+ at Queen's*Nov. 12, /16/96Issues & Actions ReportThis document summarizesissues for potential attention arising the from surveyaction plans to enhance these services & facilities
14Issues & Action plans to enhance services & facilities LibQUAL+ at Queen's*Nov. 12, /16/962007 Findings ActionsIssues & Action plans to enhance services & facilitiesExample from Library Web Site:
15LibQUAL Report Highlights LibQUAL+ at Queen's*Nov. 12, /16/96LibQUAL Report HighlightsHigher ScoresHigher expectationsQueen’s 2007 results showed improvements across all service dimensions in comparison to the 2004 survey. However, with the rise in the Library’s performance scores, came higher service expectations in A major challenge is managing expectations.
16Overall 2007 Performance Ratings LibQUAL+ at Queen's*Nov. 12, /16/96Overall 2007 Performance RatingsAmong the top Canadian Library ParticipantsStrongest:Library as PlaceAffect of Service or client servicesArea for improvement:Information Control (Collections & access to information)Our overall 2007 results are well above the ARL mean scores, among the highest in the 2007 Canadian LibQUAL Consortium.
17LibQUAL+ at Queen's*Nov. 12, /16/96Value vs PerformanceInformation Control Highest value/lowest rating or “Gap” scoreAffect of Service Lower value/higher ratingLibrary as Place Lowest value/highest ratingQueen’s results followed the continuing trend among all academic library participants. Information Control (collections and access to resources) continues be the service area with the highest value rankings and the area with the lowest performance scores. While Queen’s continues to rate very highly in the other two dimension – most notably Library as Place, these areas continued to rank notably lower in importance compared to Information Control. In the example on this slide, you don’t need to know the actual numbers to see the relate values and performance ratings among the service dimensions.17##
18Queen’s among highest performance ratings in Canadian Consortium LibQUAL+ at Queen's*Nov. 12, /16/96Affect of ServiceTends to generate lower value ratings & relatively high performance ratings compared to other service areas.Queen’s among highest performance ratings in Canadian ConsortiumGiving users individual attentionEmployees who instill confidence in usersEmployees who deal with users in a caring fashionAvailability of subject specialist assistanceThe Library maintained its strong overall ratings in this area, despite higher expectation in 2007 particularly among graduate students and faculty. The strong performance scores are supported by the many laudatory comments praising customer service throughout the system. The lower value ratings in this area and the respondent comments continue to reflect the desire among users for unmediated electronic services.
19Affect of Service Challenges to Libraries: LibQUAL+ at Queen's*Nov. 12, /16/96Affect of ServiceChallenges to Libraries:Promote the value of research & instructional services to the communityReaching out to users who don’t/won’t come to training sessions or the reference deskThe relatively low value ratings for client services, particularly among undergraduates, present an ongoing challenge in increasing user awareness of the benefits offered by the Library’s instructional and research services in helping them work more effectively.
20LibQUAL+ at Queen's*Nov. 12, /16/96Information ControlTends to generate highest value ratings & relatively low performance ratings compared to other service areas.Queen’s in top 10 among Canadian Participants in 2007; improved overall performance since surveyMaking electronic resources accessible from my home or officePrint and/or electronic journal collections I require for my workThe electronic information resources I needA library Web site enabling me to locate information on my ownAbility to navigate library Web pages easilyEasy-to-use access tools that allow me to find things on my ownWhile the Library has shown marked overall improvement in this service area between 2004 and 2007, this continues to be the area of greatest opportunity for enhanced service to our users (particularly among graduate students and faculty). Not surprisingly, undergrads whose resource demands are not as specialized are the most satisfied group of users.The scores and respondent comments reflect rising expectations for more and better access to full-text electronic resources and the expectations that library resources should be easy to use. The Library’s catalogue, web site and proxy service were common areas of complaint. Graduate students and faculty in the humanities, social sciences and health sciences generated the lowest scores in this service area and most of the comments about collection deficiencies in their disciplines.
21Information Control Challenges: LibQUAL+ at Queen's*Nov. 12, /16/96Information ControlChallenges:More & better discovery resources (e.g. databases) have raised expectations about timely availability of full-text resources, incl. ILL/Doc DelMore effective access to library resources & services from the Library web site; maximize existing resourcesImprove electronic & print collectionsContinuing need to market available services and collections effectivelyWith the Library’s success in acquiring more and better discovery resources, have come increased expectations about availability – hence “Get Queen’s” frustrations and concerns with speed of ILL and costs – among grad students. The survey scores and respondent comments reflect rising expectations for more and better access to full-text electronic resources and the expectations that library resources should be easy to use. The Library’s catalogue, web site and proxy service were identified as areas for greater enhancement. Graduate students and faculty in the humanities, social sciences and health sciences generated the lowest scores in this service area, among Queen’s respondents, and most of the comments about collection deficiencies in their disciplines.Several steps have already been taken or are ongoing to enhance access to collections. A new proxy service went into production in September A search for a replacement to the QCAT search interface is currently underway; in the meantime, the existing interface has been revised and streamlined, with new features implemented over the summer. A number of improvements to the Library website have also been made in response to LibQUAL feedback, with a review of website navigation and organization currently in progress.
22A comfortable and inviting location LibQUAL+ at Queen's*Nov. 12, /16/96Library as PlaceImproved on already strong overall 2004 performanceMost Queen’s campus libraries continue to be highly rated as:A comfortable and inviting locationMost important to undergradsOngoing development of the campus library facilities, notably CHEER in Bracken and The Learning Commons in Stauffer, contributed to maintaining Library as Place as Queen’s highest rated service dimension in The Library improved on its very high overall 2004 gap scores, ranking highest among the 40 Canadian University LibQUAL participants. These rankings reflect in part the Library’s continual responsiveness to potentially problematic areas. The Library as Place dimension receives higher value scores from undergraduates, who are the heaviest users of campus libraries, but remains relatively lower in importance than the other two service dimensions for other user groups. Students lauded extended library hours and services, particularly access to 24-hour facilities during exam periods, as well as availability and access to group study space. Graduate students and some faculty, however, commented on the lack of quiet, clean spaces dedicated to individual research and study. Stauffer library patrons, in particular, expressed some concern about the study environment in this heavily used space, citing excessive noise, cell phone use, untidy washrooms and inadequate maintenance. Students across the Library system continue to express a desire for increased study space and workstations during busy periods.
23Library as Place Challenges: LibQUAL+ at Queen's*Nov. 12, /16/96Library as PlaceChallenges:Lack of sufficient quiet spaces for individual study & researchInsufficient seating during exams,Expensive copying/printing charges,Request for longer hours all term & all libraries,In Stauffer: dirty washrooms and a general lack of adequate maintenance;Controversy over food & drink policyCampus libraries continue to monitor use of library collections and spaces to establish optimal opening hours. Work with Physical Plant Services to ensure cleanliness standards are maintained. Develop a promotional campaign to engage students in observing food and drink policies and helping to keep library spaces clean and tidy. Promote awareness of underutilised study spaces; ongoing space planning to address areas of high demand for additional quiet and/or group space. Work with Physical Plant Services and Campus Planning & Development to consider acoustics issues and potential solutions in various locations in Stauffer Library.Space and budget restrictions mitigate against increasing the number of library computers above the current number of approximately 400 units across the library system. Active Directory NetID login has been implemented to facilitate better use and sharing of workstations, restricting full functionality access to members of the Queen’s community. Review of current laptop loan policy is ongoing, with plans to increase the number available.
24Frequency of Use At least once a week, respondents used: LibQUAL+ at Queen's*Nov. 12, /16/96Frequency of UseAt least once a week, respondents used:Google & other search engines: >90%Library resources sites: >80%Library premises: 60%While the internet remains the overwhelming choice for information resources for 90+% of all user groups, the Library web site continues to be heavily used with 80% of respondents consulting the site daily or weekly. On-site use remains strong with more than half of the respondents visiting the Library at least once a week with higher numbers in the humanities and social sciences.
25Internal Consultation Process LibQUAL+ at Queen's*Nov. 12, /16/96Internal Consultation ProcessReport discussed at Management Team; consultation plan developedReport and plan distributed to all staffAll-Staff information sessionUnits and functional teamsMeetings of individual units and functional teams identify the issues in their areas of responsibilities and recommend appropriate actions.Management TeamReviewed the compilation of issues and objectives in developing the 2005/06 Budget Report. Compiled and approved action items prepared by the functional teams and units.
26Roll Out to Public Articles for The Gazette & The Journal in Fall 2007 LibQUAL+ at Queen's*Nov. 12, /16/96Roll Out to PublicArticles for The Gazette & The Journal in Fall 2007Survey results & action plans published on the Library’s LibQUAL+ web site: