1. LibQUAL 2005 at London South Bank

2. Peter Godwin London South Bank University 2 February 2006

3. LibQUAL 2005… SCONUL experience issues London South Bank & LibQUAL LSBU experience

4. SCONUL experience : issues Obtaining e-mail addresses problematic Demographic data problems The smaller the sample the smaller the result Sampling was hard, and blanket e-mail increased response markedly Desirability of separating full and part time student responses

5. SCONUL experience : issues May need to have results and radar charts for particular sites UK libraries are used to more summaries and a commentary on results Difficulty of aligning our subjects with standard ARL disciplines Some concerns about US bias and exact wording of content and language

6. SCONUL experience : lessons LibQUAL is easy to administer and support is good LibQUAL instrument has more respectability than home-grown surveys Most places were not too surprised at their results, but detailed questions gave far more data People adjust their expectations according to the environment Users don’t care what we wear

7. SCONUL experience : lessons Users’ desire for journals, books and learning materials is insatiable The things we care most about are not necessarily what they care most about Comparative data in UK available for the first time At least half participants have said they will use LibQUAL again

8. SCONUL experience : lessons The results for SCONUL cohort 2004 were more critical than 2003 due to Different participants? Increasing expectations as students have to pay more themselves

9. London South Bank and LibQUAL London South Bank University –2003 = 276 –2004 = 568 –2005 = 766

11. London South Bank University Central London new University 16,388 staff and students Founded in 1892 as Borough Polytechnic, Joined 4 other colleges to become South Bank Polytechnic in 1970 Became South Bank University in 1992 and London South Bank University in 2003

12. London South Bank University 42% male, 52% female 62% are 25 and over 47.5% are part-time 74.5% undergraduate, 22% postgraduate By country of origin 41% are from overseas 40% are white and 60% ethnic minorities

14. London South Bank University 17% Arts and Human Sciences 32% Health and Social Care 21.5% Engineering, Science and Built Environment 24% Business, Computing and Information Management

16. LSBU experience E-mail option problematic but has improved this year Participation has increased each year. No survey fatigue! A good incentive is essential Promotion of the survey around the buildings is productive Surprising number fill in a printed version

17. LSBU experience 2003 was a pilot and detailed results had to be treated with caution 2004 was valid and showed some improvements in satisfaction 2005 showed marked improvement, with all positive undergraduate adequacy mean scores

19. LSBU 2003 experience After 2003 survey we : redecorated the main library installed new book shelves put in a new Library Management System

20. LSBU 2004 experience After the 2004 survey we redesigned our Web site made off-campus access easier used “floorwalkers” at crucial times of the year to answer queries and help students navigate the building improved guiding and maps prioritised shelf tidying using special team of shelvers with mandatory shelf tidying each week for all staff prioritised purchase of core above optional items on reading lists

21. Some findings from 2005 Daily usage of our Library Web site continues to lag behind SCONUL Adequacy means for LSBU IC-3, IC-4, IC-4 and IC-8 are consistently above SCONUL LSBU Library as Place adequacy means are all above SCONUL Concern over availability of subject help: PGs particularly critical LSBU student survey question on library satisfaction mirrors improvement shown by LibQUAL

22. LSBU 2005 experience After 2005 survey we have : Revised our Web site to make it easier to navigate Marketed our services to PG students inc. special guide and fliers Built on success of 2004 with book supply by pushing harder for supply of reading lists from key areas Building on 2004 experience with staff available on top floor at start of Semester 1 to help students navigate the building Piloted a new help desk on journal floor at peak times in

23. LSBU experience Surveys are dynamic processes and views do change The instrument is comprehensive but is long and off- putting to fill in Provides excellent information on user satisfaction but needs to be supplemented by our own snap surveys on particular issues e.g.last year use of our LIS Web Site LIS@ Comments in the box are very valuable and supplement the statistical information Focus Groups can follow up areas of concern

24. Comments “Generally, staff are helpful but some are very hostile indeed” (PG Social Science female student 23-30) “Compared with other University libraries it is a fine place to find information to learn and work” (UG Social Science male student 18-22)

25. Comments “Better work in here than 2 years back. Keep up the good work” ( UG Business Male student 23-30) “It is improving but some staff is still very rood especially gards” (UG ArtsMan/Media/ English female student 23-30)

26. What did I learn in Chicago? Libraries both sides of the Atlantic share many of the same problems and can learn from one another LibQUAL is an instrument which can be used internationally

27. What have I learned? “Only customers judge quality ; all other judgements are essentially irrelevant” (Zeithaml,V.A. Parasuman, A., Berry.L.L. “Delivering quality”)