1. Assessment: Research in Context Allison Sivak University of Alberta Libraries June 13, 2008

2. Why Assessment? Value of user-centred service Gap between library staff perceptions and users’ perceptions –Library language –Assumptions of what users need or want Need for evidence-based decision making –Resource allocation –Justification to funders / parent institutions Tracking trends for planning purposes

3. Starting Definitions Assessment is: “A critical tool for understanding library customers and offering services, spaces, collections, and tools that best meet their needs. Without good assessment, libraries could lose touch with users’ desires and needs and even become irrelevant.” Nardini, 2001 A Culture of Assessment is: “…..an environment where decisions are based on facts, research and analysis, and services are planned and delivered in order to maximize positive outcomes and impacts for the library clients. Culture of assessment is an integral part of the process of change and the creation of a customer-centred culture.” Lakos, 1998

4. Assessment Challenges Gathering meaningful data Acquiring methodological skills Managing assessment data Organizing assessment as a core activity Interpreting data within the context of user behaviors and constraints Troll Covey, 2002

5. Elements of a Culture of Assessment Administration and Planning: The Library’s mission, planning, and policies are focused externally on supporting the customer’s need for access to information How Library performance will be measured is included in organizational planning documents Administration commits to and supports assessment activities and organizational responsibility for assessment is explicit Ryan, 2006

6. Elements of a Culture of Assessment Service Evaluation and Development: Services, programs and products are evaluated for their quality and impact (outcome) Continuous communication with customers is maintained through needs assessment, quality outcome and satisfaction measurements. Relevant data and user feedback is routinely collected, analyzed, and used to set priorities, allocate resources and make decisions Units within the Library have defined their critical processes and established measures of success from the customer point of view Ryan, 2006

7. Elements of a Culture of Assessment Staff Engagement (EBP): Staff recognize the value of assessment and engage in assessment as part of their regular assignments and is formalized in job descriptions On-going staff development in how to do effective assessment and measurement of results is provided and supported Staff are supported to continuously improve their capability to serve customers and are rewarded for this Ryan, 2006

12. Major Trends Appetite for electronic access constantly increasing Access and content are the same thing Expectation that electronic access & searching is easy and reliable I need it, now is when I want it, as easy and as quickly as possible, by myself, from wherever I am Library space solution a challenge of conflicting expectations – not yet solved ILL service a problem with GSs, declining issue with UGs (specificity vs. satisficing?) Inconsistencies in customer service noticed and noted

13. How We’ve Responded Strong focus on improving electronic access –Proxy server replaced with seamless remote access –Link resolver –Aggressive e-collection development Hours Study space zoning –Space planning and renovation Customer Service Standards Notifications / request services –User-initiated online holds, recalls, renewal –Retrieve and send material to library of choice Single Service Model Follow-up studies: web experience testing, collections data, e-books survey, faculty /partnership investigation, resource guides Ryan, 2006

14. What LibQUAL Has Done for Us Tool that provides broad view of users’ perceptions in 3 major areas Catalyst for user-centred change and progress to a culture of assessment Focus on users via actionable data systematically collected from our users High profile in capturing user feedback and viewed as responsive to user needs Library staff know that changes will be made based on our users’ needs and preferences Help us focus other assessment efforts based on areas of greatest concern to our users Ryan, 2006

15. Questions? allison.sivak@ualberta.ca 492.7324