1. LibQUAL+ and Beyond: Using Results Effectively 23 rd June 2008 Dr Darien Rossiter

2. Cranfield University at DCMT, Shrivenham Postgraduate University 22 year contract with MOD for academic services 1000 military and civilian students Subject range - defence, management and technology

3. DCMT Library

4. Why LibQUAL+ LibQUAL+ meets our need to measure service quality and benchmark our performance 2003 –First user survey since late nineties –Aim to measure and evaluate performance 2005 –Approaching contract negotiations, results help inform future strategy 2006 –DCMT Library runs LibQUAL+ to measure impact of library move and launch of the Information Literacy tutorial 2007 –Cranfield University runs LibQUAL+ as part of the Charter Mark process 2008 –DCMT Library runs LibQUAL+ to help inform strategic review

5. 2008 New Organisational Context Academic departments restructured Academic provision yearly review by the MOD Central services review by the University

6. LibQUAL+ at Cranfield 2008 Shrivenham campus only in 2008 Later launch date - five weeks from the end of April to the end of May 2008 One optional question change –Old - Teaching me how to locate, evaluate, and use information –New - Making me aware of library resources and services

7. Other Performance Measurement Activities in 2008 Focus group –Looking at opening hours and the Digital Library, informing the local survey. Local questionnaire run in parallel with LibQUAL+ –Questions addressing specific local issues Opening hours The Digital Library Off-campus survey –Exploring the question “Making electronic resources accessible from my home or office”

8. Using Lib Qual + Effectively DCMT Overall 2007

9. DCMT Results 2007 IDQuestion Text Superiority Mean Desired Rank IC-1Making electronic resources accessible from my home or office -0.793 IC-4The electronic information resources I need -0.731 IC-2A library Web site enabling me to locate information on my own -0.725 IC-8Print and/or electronic journal collections I require for my work -0.622 IC-6Easy-to-use access tools that allow me to find things on my own -0.585 IC-3The printed library materials I need for my work -0.566 LP-1Library space that inspires study and learning -0.5616 LP-2Quiet space for individual work -0.5418 IC-5Modern equipment that lets me easily access needed information -0.507 LP-4A haven for study, learning, or research -0.3915 IC-7Making information easily accessible for independent use -0.324 AS-5Library staff who have the knowledge to answer user questions -0.0910 AS-9Dependability in handling users' service problems -0.0611

10. Using Lib Qual + Effectively Results by Campus Results by Discipline Longitudinal Analysis Benchmarking (Internal and External) Comment Analysis Exploring Issues

11. Two Campus Results

12. Longitudinal Analysis Yearly Comparison

13. External Benchmarking

14. Using the Data Secondary analysis conducted on LibQUAL+ results to exploit the data Used in combination with other information sources –Statistical counts –User comments –Other surveys

15. Five-Year Trends – Library as Place Dramatic rise in desired and mean scores for “Space for group learning and group study”

16. Five Year Trends Library Environment

17. Staff Support

18. Library Web Site

19. Access Tools

20. Utilising the data - results Reports Presentations –Library staff –Senior management Web pages Displayed on notice boards

21. Issues for consideration - High quality, detailed data Limited administration required to implement the survey Benchmarking and longitudinal capability Respectability Quick turn around of basic results and excel files Real-time access to comments

22. Issues for consideration Fixed “position” question, categories do not suit our situation Average of 35% complete the survey after opening it –Interface off putting? –Complexity? Wording of optional questions do not meet our needs exactly Unable to add specific questions on local issues Further analysis of data requires specialist skills and staff time

23. Survey Fatigue Surveys conducted in 2008: –LibQUAL+ –Local Questionnaire –Off Campus usage survey –Student satisfaction survey –SERCO Survey –Staff satisfaction survey University now reviewing survey use by departments with an aim of having a more centralised approach.

24. Conclusion Additional analysis critical to exploit the value of the tool LibQUAL+ continues to be a strong marketing tool for Cranfield University

25. Dr Darien Rossiter Director of Knowledge Services Cranfield University Defence College of Management and Technology Tel: +44 (0)1793 785481 Email: d.rossiter@cranfield.ac.uk