1. LibQUAL + Surveying the Library’s Users Supervisor’s Meeting March 17, 2004

2. What is a library?

3. It’s People

4. Places

5. Services

6. Interactions

7. The culture of assessment “Assessment efforts should not be concerned about valuing what can be measured, but instead about measuring what is valued." - A.W. Astin

8. Choosing an assessment approach Survey questionnaires Focus groups Observations Interviews

9. LibQUAL+ Developed by the Association of Research Libraries & Texas A&M University and based on a business model called SERVQUAL Identify the key elements that determine a customer’s satisfaction Adapt service quality measures to libraries Quantify results so that they can be compared over time and shared with other libraries

10. LibQUAL+ Pilot at Texas A&M 2000-03 test the LibQUAL questionnaire at 400 academic and special libraries Collect a pool of responses large enough to demonstrate the validity of questions 2004 LibQUAL+ program standardizes questions and survey form

11. LibQUAL+ Gathering user feedback 27 questions to measure 3 factors: The affect of service (e.g. empathy, responsiveness, assurance) The library as a physical space Information control (e.g. scope, timeliness, convenience, ease of use). General demographic information for each respondent

12. LibQUAL+ at Chicago Some reasons to invest our time now on a user survey Assess the effect of recent library & university changes Learn more about user expectations Respond to SPG & SPG focus group suggestions Information for a new library director

13. New Palevsky dormitory complex

14. Science quadrangle construction

15. Consolidated periodicals collection

16. Compact shelving in Crerar, Law & JRL

17. Computing clusters in libraries

18. LibQUAL+ at Chicago January 2004 decision to use LibQUAL+ Form a survey team Identify pool of participants (to sample or not to sample?) Establish survey address and web page Select optional questions & pretest survey Communicate to library staff Announce LibQUAL+ to university community

19. LibQUAL+ at Chicago April 12-May 3 survey period Invite selected participants & provide them with the web survey URL Respond to survey problems, bounced e-mail addresses, informational questions All survey responses are managed at the LibQUAL survey center in Texas All personal information is disaggregated from survey responses

20. LibQUAL+ at Chicago Follow-up Analysis of LibQUAL+ results by LibQUAL + survey center provided in Summer User comments Printed reports Data Interactive web site with graphs & charts July ALA follow-up meeting

21. LibQUAL+ at Chicago Follow-up Chicago activities Study reports and draw some preliminary conclusions Work with Library’s Assessment Group to communicate work to staff & user community Determine further local analysis needs

22. In Summary Survey user expectations about the library with the LibQUAL+ standard survey Conduct survey Spring Quarter 2004 Assess, analyze and, communicate results Integrate LibQUAL+ information with other library assessment work

23. For more information LibQUAL + at Chicago web site www.lib.uchicago.edu/staffweb/groups/libqual / Contact the survey group survey @lib.uchicago.edu Survey team David Larsen Sheri Lewis Rebecca Starkey Andrea Twiss-Brooks Kathleen Zar

24. Thanks Photographs Beverly Sperring & Barbara Kern Design and technical advice Diana Cole