1. LibQUAL+ at Cranfield University Selena Lock LibQUAL+ International Results Meeting 17 th July 2006

2. Who are we? What do we do ? An internationally renowned specialist institution Turnover £130m 2000 employees Entering our 60th year – excellence in education since 1946 Recruits exclusively at postgraduate level Promotes strong connections between teaching and research Uses our expertise to advance partnerships with industry

3. Cranfield University at DCMT Cranfield University is contract to deliver academic education to the MOD at the Defence College of Management & Technology Contract situation demanding high quality services Require separate LibQUAL+ campus analysis

4. DCMT Students Subject range: Defence Management Technology Mix of Military and Civilian ≈ 1000 students 90% postgraduate and post-experience 100% postgraduate in 2007

5. DCMT Library Physical Space: 2,500 linear meters ≈ 1000 meter 2 Resources: 16 million journal articles 1600 e-books 116,000 books Activity: 60,000 Visits per year 872 Active borrowers 2,288 ILL requests 115 general enquiries a week 136 research enquiries a week 68 staff hours spend delivering training

6. Quality Management Twelve-year quality management programme Quality Performance Benchmarking system now a contractual requirement History of performance measurement inc: –Exit questionnaires –Priority Research –SCONUL Template –Benchmarking –LibQUAL+TM

7. LibQUAL+ at Cranfield University LibQUAL+ meets our need to measure service quality and benchmark our performance 2003 –Stephen agrees to co-ordinate the SCONUL Cohort on behalf of the WGPI –CU take part in the SCONUL Pilot 2005 –Cranfield University runs LibQUAL+ 2006 –DCMT Library runs LibQUAL+ to measure impact of library move 2007 –Cranfield University intends to run LibQUAL+

8. My Role LibQUAL+ Local: Marketing Training Analysis Dissemination LibQUAL+ (Inter)National: Organise events Answer any questions Marketing Additional customised analysis Seek funding

9. LibQUAL+ at Cranfield 2006 Three month period Spring 2006 333 responses –26.3% Response rate –Increase in responses by 40.5% Overall results improved again upon the previous excellent levels 205 comments received

10. DCMT Survey aims for 2005-06 Test new Library building Test launch of the new Library Web site Test maintenance of other progress Develop a new strategy in line with changing academic needs

11. DCMT Overall 2006

12. Results of Action 2006 New Library Building? –Improved in some areas and declined in others –Overall LP score is a little below 2005 Launching the new Digital Library Web site? –Average increase of +0.14 Progress largely maintained Capability of data analysis and presentation improved

13. Longitudinal Analysis

14. Start of an action plan…? UsersQuestionAdeq. UGMaking electronic resources accessible from my home or office -0.30 ASA library Web site enabling me to locate information on my own 0.00 ASThe main text and readings I need for my work-0.09 ASAbility to navigate the Web pages easily0.05 LSQuiet space for individual work0.00 LSConvenient service hours-0.17 LSAbility to navigate the Web pages easily0.00

15. Comment Analysis

16. 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

17. Changes over three years

18. Internal Benchmarking Affect of Service Information Control Library as Place Overall

19. National Average External Benchmarking

20. Peer-to-Peer Benchmarking

21. Conclusions LibQUAL+ continues to be a strong marketing tool for Cranfield University, DCMT Additional analysis you do can be as big or small as you want it to be –The possibilities are infinite, your time may not be! Learn from your users, don’t just shelve their opinions

22. Shameless plug Additional analysis available Contact me for details Selena Lock Research & Development Officer Cranfield University Defence College of Management and Technology Tel: +44 (0)1793 785561 Email: s.a.lock@cranfield.ac.uk