1. Frank Haulgren Collection Services Manager & Assessment Coordinator Western Libraries Lite 2010 Survey Results

2. What is LibQUAL+? LibQUAL+'s centerpiece is a rigorously tested Web-based survey marketed by ARL that helps libraries assess and improve library services, change organizational culture, and market the library.  Fosters a culture of excellence in providing library service  Helps libraries better understand user perceptions of library service quality  Provides libraries with comparable assessment information from peer institutions

3. LibQUAL Days Participation @ WWU 20062010 Surveys viewed1,1283,205 Surveys completed429 ~ 38.032%2,079 ~ 64.86% Median time to complete survey 8:52 min.4:58 min. Average time to complete survey 12:04 min.8:30 min. LibQUAL+ Lite = Increased Participation & Reduced Time To Completion

4. Dimensions of LibQUAL+

5. Service Gaps Service Adequacy Gap The difference between the perceived and minimum scores; an indicator of the extent to which the minimum expectations of the users are being met. Service Superiority Gap The difference between the desired and perceived scores; an indicator of the extent to which the desired expectations of the users are being exceeded.

6. Mean Scores by Dimension & Group

7. Mean Scores By Dimension & Group 2006 = 2010 Desired Level Mean Scores By Dimension & Group 2006

8. Service Adequacy / Superiority Gaps Service Adequacy and Superiority Gaps indicate the distance between perceived levels and desired levels of service. Perceived – Minimum = Adequacy Gap ~ Perceived – Desired = Superiority Gap

9. Core Questions Summary For Undergraduates Undergraduates The question with the lowest service adequacy gap was: IC-2 “A library web site enabling me to locate information on my own.” > 2010 – 0.50 (Bigger is Better!) > 2006 – 0.30

10. Core Questions Summary For Graduates Graduates Three questions had negative service adequacy gaps: IC-2 “A library web site enabling me to locate information on my own.” -0.28 LP-2 “Quiet space for individual study.” -0.03 LP-4 “A gateway for study, learning or research.” -0.19 Two questions had positive superiority gaps: AS-2 “Giving users individual attention.” 0.18 LP-5 “Community space for group learning & study.” 0.77

11. Core Questions Summary For Faculty Faculty All questions related to Information Control except for IC-6 had negative service adequacy gaps. IC-6 “Easy-to-use access tools that allow me to find things on my own.” 0.00 Two questions had positive service superiority gaps: LP-2 “Quiet space for individual activities.” 0.45 LP-5 “Community space for group learning & study.” 0.38

12. Radar Charts Reflect Unique Needs & Perceptions of Each User Group Graduates Undergraduates Faculty

13. Summary of all 2010 WWU user groups  Overall Adequacy Gap = 0.78 Summary of All Colleges & Universities Administering LibQUAL+ in 2009  Overall Adequacy Gap = 0.50 Measuring Up To Other Libraries

14. Summary of 2010 WWU Faculty Responses  Overall Adequacy Gap = 0.35  Info Control Adequacy Gap = -0.38 Summary of All 2009 LibQUAL+ College & University Faculty Responses  Overall Adequacy Gap = 0.36  Info Control Adequacy Gap = -0.07 Focusing on Faculty Satisfaction: Comparing WWU Faculty Expectations to Others

15. 0.71 0.69 0.84 1.24 0.74 WWU 2010 Local Questions Adequacy Gap 0.37 2006

16. How do Users Find Research Materials? On a daily basis … 20062010 Use resources on library premises 12.23%23.31% Accessing the library web page 23.14%15.40% Using Go- ogle Yahoo other non- library gateways 73.94%75.72% Has resource use on premises really gone up since 2006? What do users think of as library “resources”? Consistent with what LibQUAL shows about our web page Consistent with ongoing research

17. Looking for Action Items

19. Future Applications of LibQUAL+ Results Accreditation review Ideas for other library assessment projects Information for various groups / committees which deal with library services, collections, etc. LibQUAL+ Summit – Winter Qtr. 2011

20. Frank Haulgren Collection Services Manager & Assessment Coordinator Western Libraries Lite 2010 Thanks.