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LibQUAL+ TM at the University of Lethbridge

LibQUAL+ TM at the University of Lethbridge. 2005 January 26 L. Jacobs. LibQUAL+ TM at the University of Lethbridge. What is LibQUAL+ TM Why LibQUAL+ TM UofL and LibQUAL+ TM Life after LibQUAL+ TM. UofL Enrollment Trend (UofL Facts Book, 2003-2004).

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LibQUAL+ TM at the University of Lethbridge

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  1. LibQUAL+TMat the University of Lethbridge 2005 January 26 L. Jacobs

  2. LibQUAL+TMat the University of Lethbridge • What is LibQUAL+TM • Why LibQUAL+TM • UofL and LibQUAL+TM • Life after LibQUAL+TM L. Jacobs

  3. UofL Enrollment Trend(UofL Facts Book, 2003-2004) L. Jacobs

  4. Library trends…in circ, ILL (UofL Facts Book, 2003-2004) L. Jacobs

  5. Library trends…in reference (UofL Facts Book, 2003-2004) L. Jacobs

  6. What is LibQUAL+ TM • “suite of services used to solicit, track, understand, and act upon users’ opinions of service quality” • Provided by Association of Research Libraries (ARL) L. Jacobs

  7. A suite of Services? • Web-based survey • 22 core questions • A box • Management of survey data • Results notebook • Raw data • Training on understanding and using results L. Jacobs

  8. What is LibQUAL+ TM • “suite of services used to solicit, track, understand, and act upon users’ opinions of service quality” L. Jacobs

  9. Definitions: Customer Service • All programs, activities, facilities, etc. of an organization, which have a bearing on users' experiences during and as a result of their interactions with the organization. • Focuses on the users' personal and emotional reaction to service http://www.libqual.org/About/FAQ/index.cfm#FAQ25 L. Jacobs

  10. Definitions: Service Quality • the users' assessment of how good/bad, or pleasant/unpleasant their experiences are • the users' subjective evaluation of “customer service” http://www.libqual.org/About/FAQ/index.cfm#FAQ25 L. Jacobs

  11. The General premise of LibQUAL+ TM Perceptions Service “… only customers judge quality; all other judgements are essentially irrelevant” NOTE: Zeithaml, Parasuraman, and Berry. (1999). Delivering quality service. New York: The Free Press. L. Jacobs

  12. What is LibQUAL+ TM • Provides a snapshot or discrete summaries of users' evaluation of their experiences with the Library • Focuses on three “dimensions” of library service: • Affect of service • Library as place • Information control L. Jacobs

  13. How was LibQUAL+ TM developed? • ServQUAL (developed by Parasuraman, et.al.) • ARL partnered with Texas A&M University to develop, test, and refine LibQUAL+TM • Originally funded through U.S. Dept. of Education, Improvement in Post-Secondary Education • Since August 2003, self-sustaining through ARL Statistics and Measurements Program L. Jacobs

  14. York University (Canada) University of Arizona Arizona State University of Connecticut University of Houston University of Kansas University of Minnesota University of Pennsylvania University of Washington Smithsonian Institution Northwestern Medical 76 Interviews Conducted Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  15. LoadedPT:P1:01xxxxxxxxxxxxxx.txt,S:\Admin\Colleen\ServQual Interviews\TEXT Only\01xxxxxxxxx.txt (redirected: c:\zz\atlasti\fred Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  16. Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  17. Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  18. Source: Colleen Cook & Bruce Thomspson, Presented to Library Assessment and Benchmarking Institute SLA/FEDLINK, September 14, 2002 L. Jacobs

  19. Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  20. Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  21. So what is being measured? • Minimum expectation of service • Desired expectation of service • Perceived quality of service L. Jacobs

  22. Source: Fred Heath, University of Texas at Austin , presented at La Calidad en las Bibliotecas Conferencia Palma de Mallorca, January 13-14, 2005 L. Jacobs

  23. The Gap Analysis … Source: Colleen Cook and Bruce Thompson, Presented at the LibQUAL+(TM) International Workshop, at The Whitworth Conference Center at the Royal Military College of Science, Cranfield University, Shrivenham, UK, 1/20/2005 - 1/21/2005. L. Jacobs

  24. Key to the Bar Charts NOTE: Martha Kyrillidou, “22 items and a box”, A webcast introduction to LibQUAL+TM, January 11, 2005. L. Jacobs

  25. And a Box … ARL has found: • About 40% of respondents provide open-ended comments which can be linked to demographic data and quantitative data • Users tend to elaborate on their responses to the quantitative scales – basis for followup • Users feel the need to be constructive in their criticism and provide suggestions for action L. Jacobs

  26. Additional info collected … • Five “local” questions • Selected from 108 questions used in previous years (Document delivery (1), promotion (1), information literacy (3)) • Overall satisfaction questions • Library usage patterns (i.e., in person, via website, use of non-library gateways) • Demographic information (e.g., age, sex, discipline, constituency group) L. Jacobs

  27. Goals of LibQUAL+TM: 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 Why LibQUAL+TM … what are we trying to accomplish? L. Jacobs

  28. Goals of LibQUAL+TM (cont’d): 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 Why LibQUAL+TM … what are we trying to accomplish? L. Jacobs

  29. Benefit to ANY Library … • Assess whether we are meeting user expectations … identify: • what are we doing well; what can we improve on • what we need to focus on fixing • what we need to learn more about re: expectations • Compare our performance to other libraries (i.e., establish best practices) • Identify new services and how we might improve existing services L. Jacobs

  30. Benefit to THIS Library … • Establish a baseline assessment of users’ perceptions of our services • Provide direction about where to focus our efforts and resources • Provide a foundation for developing performance indicators for library services • ????? L. Jacobs

  31. UofL and LibQUAL+TM WHO? • Focus on university population • All faculty • All graduate students • Sample of undergraduate students (1500/~7500 or ~20%) • All staff • All library staff L. Jacobs

  32. UofL and LibQUAL+TM WHEN? • Survey will run from February 28 to March 19 • Letter of invitation from University Librarian (Feb.28) • Weekly followup reminders L. Jacobs

  33. UofL and LibQUAL+TM … Promotion (PR Committee): • Posters • Screensavers • The Melorist - Three Lines Free • The Legend • Website (under construction) • Incentive (five $100 UofL Bookstore certificates) L. Jacobs

  34. UofL and LibQUAL+TM … TIMELINE: • 2004 Sep: register • 2004 Oct: cleared by HSRC • 2004 Nov: UofL Branding • 2004 Dec – 2005 Jan: customization & testing; sampling • 2005 Feb-Mar: run survey • 2005 Apr-Jun: raw data; incentive awards • 2005 May: analysis (ARL) • 2005 Jun: receive results notebook • 2005 July and onwards: followup L. Jacobs

  35. Life after LibQUAL+TM? In the short term … What we learn will determine how we proceed … • Focus groups? • Targeted surveys? • Outcomes assessment? L. Jacobs

  36. Life after LibQUAL+TM? In the long term … • LibQUAL+TM is rarely (if ever) a one-shot deal for libraries. How do you know if you have improved if you don’t continue to measure? • Recommended MINIMUM frequency for repeating LibQUAL+TM is 3 years … if you want to stay ahead of evolving user needs (Colleen Cook, Boston, 2005-01-17) L. Jacobs

  37. If there are questions … your own or from a user • UofL website: www.uleth.ca/lib/libqual.asp • LibQUAL+TM project website: www.libqual.org • email: libqual.library@uleth.ca • phone: 329-2008 • office: L1140 L. Jacobs

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