1. LibQUAL+ ® Survey Introduction Presented by: Martha Kyrillidou Association of Research Libraries www.libqual.org American Library Association Midwinter Meeting Boston, MD January 18, 2010

2. www.libqual.org Association of Research Libraries ARL Roles

3. www.libqual.org Association of Research Libraries ARL Statistics and Assessment …To describe and measure the performance of research libraries and their contribution to teaching, research, scholarship and community service …

4. www.libqual.org Association of Research Libraries ARL Statistics and Assessment …To describe and measure the performance of research libraries and their contribution to teaching, research, scholarship and community service …

5. www.libqual.org Reference Transactions ARL Statistics 2006-07

6. www.libqual.org Total Circulation ARL Statistics 2006-07

7. www.libqual.org Assessment “The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996

8. www.libqual.org Association of Research Libraries Issue 230/231 available on the web

9. www.libqual.org PERCEPTIONS SERVICE “….only customers judge quality; all other judgments are essentially irrelevant” Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press. SERVQUAL

10. www.libqual.org Dimensions 2000200120022003-Present 41 items56 items25 items22 items Affect of Service Library as Place Reliability Personal Control Information Control Provision of Physical Collections Self-Reliance Information Access Access to Information

11. www.libqual.org Survey Structure (Detail View)

12. www.libqual.org Rapid Growth Languages –Afrikaans –English (American, British) –Chinese –Danish –Dutch –Finnish –French (Belge, Canada, Europe) –German –Greek –Hebrew –Japanese –Norwegian –Spanish –Swedish –Welsh Consortia *Each may create 5 local questions to add to their survey Countries –Australia, Canada, Cyprus, Denmark, Egypt, Finland, France, Hong Kong, Ireland, Japan, Mexico, the Netherlands, New Zealand, Norway, Singapore, South Africa, Sweden, Switzerland, UAE, U.K., U.S., etc….. Types of Institutions –Academic Health Sciences –Academic Law –Academic Military –College or University –Community College –Electronic –European Business –European Parliament –Family History –Research Centers (FFRDC) Libraries –High School –Hospital –National Health Service England –Natural Resources –New York Public –Public –Smithsonian –State –University/TAFE

13. www.libqual.org LibQUAL+ ® Participation

14. www.libqual.org LibQUAL+ ® First Year Participants

15. www.libqual.org LibQUAL+ ® Surveys by Type 2000200120022003200420052006200720082009 Academic law 125106331 Academic Military 6 1 1 Canadian Government 18 College or University1341111244150201219217170162 Community college 16293152726123 Electronic 1 European Business 5 16 17 European Parliament 4 Family History 1 2 1 FFRDC 5121 Health Sciences 1352313 91155 High School 1 Hospital 1011 National Health National Health Service Eng. 10 2 Natural Resources 4 New York Public library 1 Public 4113211 Smithsonian 1 1 State 1 132 University/TAFE 212 1

16. www.libqual.org LibQUAL+ ® Surveys by Language 2000200120022003200420052006200720082009 American English1342164285176207236217114117 Afrikaans 41 51 British English 20223150384027 Chinese 4 Continental French 1 1 Danish 1 2 Dutch 1 2 11 Dutch English 11 2 1 Finnish 1 2 French Belge3 French Canadian 214 2611 French European 510 Japanese 21 German 1 Norwegian 1 25 Norwegian English5 Spanish 11 Swedish 5211 Swedish British English 1 2 Swedish English (A.E.) 21 Welsh 1

17. www.libqual.org LibQUAL+ ® Surveys by Consortia 2000200120022003200420052006200720082009 AAHSL 13521141271131 AJCU 20 21 AJCU-Law 1 Alabama Academic (NAAL) 1018213 1 CES 6 CCLA 7 7 CCCU 141 California State University System6 City University of New York 19 CONSULS 5 CUC 8 1 Department of Justice Canada 12 EBSLG 6 17 19 FFRDC 5 Georgia 191 Harrisburg CC 5 JULAC 11 Keystone Lib Network 15 13 LibQUAL Canada 633

18. www.libqual.org LibQUAL+ ® Surveys by Consortia (cont’d) 2000200120022003200420052006200720082009 LQ Belge3 LibQUAL Japan 32 LibQUAL France10 Hospital/MLA 7 Maine URSUS Libraries 13 Mass-LSTA 5 MCCLPHEI 23 MERLN 6 National Health 10 NELLCO 8 1 North Carolina Community Colleges 15 Norwegian Academic Libraries 15 10 NY3Rs 76 211 Oberlin 129132122 OhioLINK 574511426 SCONUL 20171620211822 State Universities of Florida 62112 University of Wisconsin System 14 12 VALE 121 11

19. www.libqual.org Participating Libraries by Country Country2000200120022003200420052006200720082009 Australia 162341 Bahamas 1 Bangladesh 1 Belgium 43 Canada13481015117598 China 1 Denmark 1 2 4 Egypt 1 21 Finland 2 8 France 1 2159 French Polynesia 1 Japan 32 Hong Kong 11 Ireland 112113 Morocco 1 Mexico 112 Netherlands 11 5 22 New Zealand 131

20. www.libqual.org Participating Libraries by Country (cont’d) Country2000200120022003200420052006200720082009 Norway 2 410 Singapore 11 South Africa 128593 Sweden 34423 Switzerland 2 2 2 Thailand 1 U.A.E. 1 1 UK 201716332120

21. www.libqual.org Surveys by Session: 2004-2008 YearSession ISession II 20042022 200519956 200620593 200721868 200815458 200914633

22. www.libqual.org World LibQUAL+ ® Survey

23. www.libqual.org Association of Research Libraries R&D Colleen Cook, “A MIXED-METHODS APPROACH TO THE IDENTIFICATION AND MEASUREMENT OF ACADEMIC LIBRARY SERVICES” (PhD diss., Texas A&M University, 2001). Martha Kyrillidou, “ITEM SAMPLING IN SERVICE QUALITY ASSESSMENT SURVEYS TO IMPROVE RESPONSE RATES AND REDUCE RESPONDENT BURDEN: THE ‘LibQUAL+® Lite’ RANDOMIZED CONTROL TRIAL (RCT)” (PhD diss., University of Illinois at Urbana-Champaign, 2009)

24. www.libqual.org Association of Research Libraries

25. www.libqual.org Association of Research Libraries