LibQUAL+ and Beyond:Using Results Effectively

23rd June 2008

Dr Darien Rossiter

Cranfield University at DCMT, Shrivenham

• Postgraduate University

• 22 year contract with MOD for academic services

• 1000 military and civilian students

• Subject range - defence, management and technology

DCMT Library

Why LibQUAL+ LibQUAL+ meets our need to measure service quality and

benchmark our performance

• 2003– First user survey since late nineties – Aim to measure and evaluate performance

• 2005 – Approaching contract negotiations, results help inform

future strategy

• 2006 – DCMT Library runs LibQUAL+ to measure impact of library

move and launch of the Information Literacy tutorial

• 2007 – Cranfield University runs LibQUAL+ as part of the Charter

Mark process

• 2008– DCMT Library runs LibQUAL+ to help inform strategic

review

2008 New Organisational Context

• Academic departments restructured• Academic provision yearly review by the

MOD• Central services review by the

University

LibQUAL+ at Cranfield 2008

• Shrivenham campus only in 2008• Later launch date - five weeks from the

end of April to the end of May 2008• One optional question change

– Old - Teaching me how to locate, evaluate, and use information

– New - Making me aware of library resources and services

Other Performance Measurement Activities in 2008

• Focus group– Looking at opening hours and the Digital Library, informing

the local survey.

• Local questionnaire run in parallel with LibQUAL+– Questions addressing specific local issues

• Opening hours• The Digital Library

• Off-campus survey– Exploring the question “Making electronic resources

accessible from my home or office”

Using Lib Qual + EffectivelyDCMT Overall 2007

DCMT Results 2007

ID Question TextSuperiority

MeanDesired

Rank

IC-1 Making electronic resources accessible from my home or office -0.79 3

IC-4 The electronic information resources I need -0.73 1

IC-2 A library Web site enabling me to locate information on my own -0.72 5

IC-8 Print and/or electronic journal collections I require for my work -0.62 2

IC-6 Easy-to-use access tools that allow me to find things on my own -0.58 5

IC-3 The printed library materials I need for my work -0.56 6

LP-1 Library space that inspires study and learning -0.56 16

LP-2 Quiet space for individual work -0.54 18

IC-5 Modern equipment that lets me easily access needed information -0.50 7

LP-4 A haven for study, learning, or research -0.39 15

IC-7 Making information easily accessible for independent use -0.32 4

AS-5 Library staff who have the knowledge to answer user questions -0.09 10

AS-9 Dependability in handling users' service problems -0.06 11

Using Lib Qual + Effectively

• Results by Campus • Results by Discipline • Longitudinal Analysis• Benchmarking (Internal and External)• Comment Analysis • Exploring Issues

Two Campus Results

Longitudinal AnalysisYearly Comparison

Overall

-0.80

-0.70

-0.60

-0.50

-0.40

-0.30

-0.20

-0.10

0.00

0.10

0.20

0.30

Superiorty Mean

Superiority Mean 2006 -0.03 -0.70 -0.35 -0.35

Superiority Mean 2007 0.17 -0.60 -0.29 -0.21

Difference (06 - 07) 0.20 0.10 0.06 0.14

Affect of Service Information Control Library as Place Overall

External Benchmarking

Using the Data

• Secondary analysis conducted on LibQUAL+ results to exploit the data

• Used in combination with other information sources– Statistical counts– User comments – Other surveys

Five-Year Trends – Library as Place

• Dramatic rise in desired and mean scores for “Space for group learning and group study”

LP-5 Space for group learning and group study

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007

Five Year TrendsLibrary Environment

LP-2 Quiet space for individual work

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007

LP-5 Space for group learning and group study

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007

Staff Support

AS-2 Giving users individual attention

4.00

4.50

5.00

5.50

6.00

6.50

7.00

7.50

8.00

8.50

DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007

Library Web Site

IC-2 A library Web site enabling me to locate information on my own

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007

Access Tools

IC-6 Easy-to-use access tools that allow me to find things on my own

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007

Utilising the data - results

• Reports• Presentations

– Library staff– Senior management

• Web pages• Displayed on notice boards

Issues for consideration -

• High quality, detailed data• Limited administration required to

implement the survey• Benchmarking and longitudinal capability• Respectability• Quick turn around of basic results and

excel files• Real-time access to comments

Issues for consideration

• Fixed “position” question, categories do not suit our situation

• Average of 35% complete the survey after opening it – Interface off putting?– Complexity?

• Wording of optional questions do not meet our needs exactly

• Unable to add specific questions on local issues• Further analysis of data requires specialist skills

and staff time

Survey Fatigue

• Surveys conducted in 2008: – LibQUAL+– Local Questionnaire– Off Campus usage survey– Student satisfaction survey– SERCO Survey – Staff satisfaction survey

• University now reviewing survey use by departments with an aim of having a more centralised approach.

Conclusion

• Additional analysis critical to exploit the value of the tool

• LibQUAL+ continues to be a strong marketing tool for Cranfield University

Dr Darien Rossiter

Director of Knowledge ServicesCranfield University

Defence College of Management and Technology

Tel: +44 (0)1793 785481Email: d.rossiter@cranfield.ac.uk