1. The votes are in! What next? Introduction to LibQUAL+ Workshop University of Westminster, London 21st January 2008 Selena Killick Association of Research Libraries old.libqual.org

2. Results Notebooks Sections for Overall, Undergraduates, Graduates, Faculty, Staff, Library Staff include: –Demographic Summary –Core Questions Summary –Dimensions Summary –Local Questions –General Satisfaction Questions –Information Literacy Outcomes Questions –Library Use Summary Appendix describing changes in the dimensions and the questions included in each dimension.

3. old.libqual.org Results Results Notebooks (PDF) http://old.libqual.org/Manage/Results/index.cfm –Group Notebook (PDF) –Unified Notebook (PDF) –User Comments –Excel Data File SPSS data files (if requested at registration) will be e-mailed to the primary contact two to three months after the session has closed.

4. old.libqual.org Reading the Charts

5. old.libqual.org Key to Radar Charts Key Term: Zone of Tolerance

6. old.libqual.org Perceived is greater than desired Perceived is greater than minimum, less than desired Perceived is less than minimum Minimum Desired Perceived Radar Chart Basics

7. old.libqual.org What Do the Colors Mean? Green And Blue Key Term: Zone of Tolerance

8. old.libqual.org What Do the Colors Mean? Red Key Term: Zone of Tolerance

9. old.libqual.org What Do the Colors Mean? Little Yellow Key Term: Zone of Tolerance

10. old.libqual.org What Do the Colors Mean? A lot of Yellow Key Term: Zone of Tolerance

11. old.libqual.org Understanding Your Individual Results: Thermometer Charts Key Term: Zone of Tolerance

12. old.libqual.org Dimension Summary Key Term: Zone of Tolerance

13. old.libqual.org Making the most out of your data

14. old.libqual.org Making the Most of the Data Further data analysis is necessary to maximise the potential of your results Initial results will provide an overview of your service Detailed analysis allows further issues to be highlighted

15. old.libqual.org Find Benchmarking Partners

16. old.libqual.org Accessing other institutions’ results You can access all 2008 participants PDF reports from the Results section of Web site All SCONUL participants agree to share their results with each other across all years, contact Selena for access Contact each other and work together to share your electronic data files (SPSS or Excel) to allow further detailed benchmarking

17. old.libqual.org Data in Action

18. old.libqual.org Further analysis conducted at Cranfield Campus library results –Results notebook recreated for each campus library Results by discipline Comparisons between PhD and Masters students Exploring specific issues Detailed analysis of comments (time consuming++) Longitudinal analysis Internal benchmarking External benchmarking –SCONUL & ARL average –Peer-to-peer

19. old.libqual.org Campus Library Results

20. old.libqual.org Overall CU Results 2007

21. old.libqual.org Two Campus Results from CU, 2007

22. old.libqual.org 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

23. old.libqual.org DCMT Results 2007 IDQuestion Text Superiority Mean Desired Rank LP-3A comfortable and inviting location 0.0014 AS-1Library staff who instill confidence in users 0.0412 LP-5Space for group learning and group study 0.0719 AS-7Library staff who understand the needs of their users 0.0911 AS-4Readiness to respond to users' enquiries 0.181 AS-8Willingness to help users 0.229 AS-6Library staff who deal with users in a caring fashion 0.3813 AS-3Library staff who are consistently courteous 0.408 AS-2Giving users individual attention 0.4117

24. old.libqual.org Results by Discipline

25. old.libqual.org Computer Science Business & Management

26. old.libqual.org Exploring Issues

27. old.libqual.org Making electronic resources accessible from my home or office

28. old.libqual.org Comment Analysis

29. old.libqual.org Comments 2006 205 Comments received overall Results grouped by topic Topics standardised year-on-year Catalogued by: –Dimension –Discipline –User group (Undergrad / Postgrad etc.) –Sex –Age

30. old.libqual.org Comment Analysis

31. old.libqual.org Highlighting Issues The only element that needs some work is the ability to interrogate library resources from remote desktops. Postgraduate Computing & Information Technology DCMT Library 31 - 45 Male Full-time The new web page of the library (electronic access to various journals) is not as good or as easy to use as before. Academic Staff Electrical Engineering DCMT Library 31 - 45 Male Does not apply / NA

32. old.libqual.org Longitudinal Analysis

33. old.libqual.org Year-on-Year Change

34. old.libqual.org Changes over the years

35. old.libqual.org Internal Benchmarking

36. old.libqual.org External Benchmarking

37. old.libqual.org External Benchmarking

38. old.libqual.org Peer-to-Peer Benchmarking

39. old.libqual.org Utilising the data - results Reports –To senior management –To Library User committees –Quality department –Academic departments –Supporting departments (Computing) –For annual report –Newsletters –Inspectorate

40. old.libqual.org Utilising the data - results Presentations –Library staff –Senior management Web pages Displayed on notice boards Focus groups created to tackle specific issues raised by survey findings

41. old.libqual.org Utilising the data - free text comments Communicated to Library staff Notice boards Web pages Reports to management and committees

42. old.libqual.org Tools to Help You

43. old.libqual.org Analytics Tool

44. old.libqual.org LibQUAL+ Analysis Service The possibilities for additional analysis are endless, your time may not be LibQUAL+ analysis service provides customised reports produced to your requirements Discounted pricing due to unique relationship with the ARL Contact Selena for details, s.a.killick@cranfield.ac.uk

45. old.libqual.org LibQUAL+ Resources LibQUAL+ Website: http://old.libqual.org http://old.libqual.org Publications: http://old.libqual.org/publications http://old.libqual.org/publications Events and Training: http://old.libqual.org/events http://old.libqual.org/events Gap Theory/Radar Graph Introduction: http://old.libqual.org/Information/Tools/libqualpresentation.cfm LibQUAL+ Bibliography: http://www.coe.tamu.edu/~bthompson/servqbib http://www.coe.tamu.edu/~bthompson/servqbib LibQUAL+ Procedures Manual: http://old.libqual.org/Information/Manual/index.cfm http://old.libqual.org/Information/Manual/index.cfm

46. old.libqual.org Acknowledgements Fred Heath, Bruce Thompson, Colleen Cook, Martha Kyrillidou and the rest of the LibQUAL+ team Stephen Town and rest of the SCONUL Working Group on Performance Improvement All SCONUL LibQUAL+ Participants

47. old.libqual.org Selena Killick Research & Development Officer Cranfield University s.a.killick@cranfield.ac.uk Tel: +44 (0)1793 785561