LibQUAL - Charting Library Service Quality Tove Bang, ASB

A European Business School anno 2006 must have An International profile Accreditation (EBSLG, AACSB, ECTS etc.) To achieve international accreditation, schools must demonstrate High international standards A significant level of internationalisation The needs of the corporate world must be well integrated into programmes, activities and processes Benchmarking against other universities Ensure and improve Quality Quality Assessment Business Schools

LibQUAL - Charting Library Service Quality Tove Bang, ASB A Library quality assessment not yet a demand In nordic countries service evaluation, benchmarking is on the agenda Library and research facilities plays an important role as disseminator of research achievements Libqual enables the library to benchmark its service quality overtime, and in relation to other Business School libraries It increases the service level for accreditation of the business school Quality assessment will be a demand! Quality Assessment Business School Libraries

LibQUAL - Charting Library Service Quality Tove Bang, ASB Foster a culture of excellence in providing library service Help libraries better understand user perceptions of library service quality Collect and interpret library user feedback systematically over time Provide libraries with comparable assessment information from peer institutions Identify best practices in library service Enhance library staff members' analytical skills for interpreting and acting on data LibQUAL – the general idea

LibQUAL - Charting Library Service Quality Tove Bang, ASB LibQUAL – development

LibQUAL - Charting Library Service Quality Tove Bang, ASB 22 questions Describes 3 dimensions Demographic questions Takes 10 minutes on average The box: More than 30% adds aditional comments Focus on the result Process is fast The survey is cheap Benchmarking Check LibQUAL – 22 & a box

LibQUAL - Charting Library Service Quality Tove Bang, ASB 2004: 5 Libraries from fra 4 countries (London Business School, HEC, IMD, University of St. Gallen, Aarhus School of Business) 2006: 12 Libraries from 6 countries Benchmarking between Libraries Benchmarking over time LibQUAL – Europe

LibQUAL - Charting Library Service Quality Tove Bang, ASB Benchmarking Service Dimension

LibQUAL - Charting Library Service Quality Tove Bang, ASB Benchmarking Information Dimension

LibQUAL - Charting Library Service Quality Tove Bang, ASB Benchmarking ”Place” Dimension

LibQUAL - Charting Library Service Quality Tove Bang, ASB Benchmarking – Average result ASB 2006 Desired level: What’s most important to the user Minimum level Desired level How do we do?

LibQUAL - Charting Library Service Quality Tove Bang, ASB Benchmarking – Average result ASB 2004

LibQUAL - Charting Library Service Quality Tove Bang, ASB Central points on the result in 2006 compared to the result in 2004 Minimum expectations have risen significantly and there has been a minor rise on desired expectations. Although percieved better in 2006, the information dimension represent a serious problem since: ·Minimum expectations have risen significantly. ·Perceived level is nearly the same ·What will happen in 2008 ?? Benchmarking ASB

LibQUAL - Charting Library Service Quality Tove Bang, ASB Central points on the comments in 2006 compared to the comments in 2004 Although we had many comments on the good library service, we had some serious negative comments in  There is clearly a huge confusion concerning our information resources. Benchmarking comments (the Box) ASB

LibQUAL - Charting Library Service Quality Tove Bang, ASB Central questions to the 2008 result: Will the discussion in our teams on the ”god service – bad service” issue pay off ? (Will we eliminate the negative comments – as we did in 2004). Will we be able to minimize the confusion concerning our information resources – and get a higher evaluation on the dimension ”Information Control”. Will the major changes in the library environment result in a better evaluation on ”Library as a Place” – even though the students don’t get more space? Benchmarking ASB