Project web site: old.libqual.org LibQUAL+™ from a Technological Perspective: A Scalable Web-Survey Protocol across Libraries Spring 2003 CNI Task Force

Project web site: old.libqual.org

LibQUAL+™ from a Technological Perspective:A Scalable Web-Survey Protocol across Libraries

Spring 2003 CNI Task Force MeetingWashington, DC

April 28 - 29, 2003

Jonathan D. SousaTechnical Applications Development Manager

Association of Research Libraries

Fred HeathDean of the University Libraries

Texas A&M University

Session Goals

• Introduce LibQUAL+™

• Discuss its rapid growth and its requirements

• Explain its current hardware and software configuration

• Present some of the challenges we have faced

• Demonstrate how we have met those challenges in this project

• What to do with all of this wonderful data

The Problem of Assessment in Research Libraries

• ARL Membership Criteria Index variables emphasize inputs, primarily expenditures

• To rise in the ARL Index it is only necessary to spend more

• No demonstrable relationship between expenditures and service quality

• Lack of metrics describing performance

LibQUAL+ Description

• LibQUAL+ is a research and development project undertaken to define and measure library service quality across institutions and to create useful quality-assessment tools for local planning.

LibQUAL+ Background

• An ARL/Texas A&M University joint developmental effort based on SERVQUAL– A. Parasuraman, L. Berry, V. Zeithaml in 1985

• LibQUAL+ initially supported by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE)

• Initial project established an expert team, regrounded concepts, and designed survey methodology

LibQUAL+ Project Goals

• Establishment of a library service quality assessment program at ARL

• Development of web-based tools for assessing library service quality

• Development of mechanisms and protocols for evaluating libraries

• Identification of best practices in providing library service

Survey Design Considerations

• Three scales exploring optimal, minimal, and actual service levels

• Twenty-five questions clustered around four dimensions

• Survey covers a sample of targeted user population

• Data illuminates gap between desired level of service and perception of experience

Survey Process

• Web-based survey hosted at a centralized location

• Each participating institution receives a URL with a unique code embedded

• When individuals take the survey, they see a version tailored to their institution and situation

• Results are compiled, analyzed, and distributed by the LibQUAL+™ team at the end of the survey run

Survey Structure – Page 1


(Full View)

Survey Structure – Page 2(Detail View)


LibQUAL+™ Growth

13

43

164

308

4,407

20,416

78,863

123,122

0

50

100

150

200

250

300

350

2000 2001 2002 2003

Survey Year

Number ofInstitutions

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Number ofResponses

Number of Institutions

Number of Responses

Rapid Growth in Other Areas

• 4 Languages– American English

– British English

– French

– “Dutch English”

• 7 Consortia– Each has 5 local

questions added to the survey

• 7 Types of Institutions– Academic Health

Sciences

– Academic Law

– Academic Military

– College or University

– Community College

– Public

– State

Software

• Database:– SQL Server 2000 from Microsoft

• Programming Language:– ColdFusion MX from Macromedia

• Data Analysis Software:– SPSS

• Report Production Software:– Crystal Reports

LibQUAL+™ Survey Database

LibQUAL+™ Site Database

Hardware Configuration

Technological Challenges of LibQUAL+™

1. Administration of the Project

2. Compatibility with platforms and browsers

3. Flexibility / Complexity of survey itself

4. Local network limitations / Caching

5. Data analysis and distribution

These challenges have been met by…

Online Administration System








Variety of Browsers Used in 2002

Frequency of Browser/Platform/Network Cache Combination in 2002 Survey Data:

Client-side Versus Server-side Programming

• Javascript

• Cookies

• Data Validation

• “Interactivity”

• Dynamic Page Creation

• Data Processing

• Data Storage

• Data Validation








Flexible Database Structure / Online Management Tools








Network, Caching

• Local network problems remain a persistent issue with no clear solution other than liaison education

• Network caching has steadily diminished as a problem as the survey has been shortened

• Certain areas of the country remain “hotspots” for network issues








Data Analysis and Report Production

• The process has been streamlined by generating reports directly from the database

• No perfect solution here since our needs are both aesthetic and analytical and few software packages address both aspects well

• Constantly reevaluating our deliverables and how they are produced to look for ways to improve

Trove of Data –How Do We Use It?

• Longitudinal analysis – across years of survey data

• Online analysis tools

• Web Services and XML

LibQUAL+™ Resources

• Website:old.libqual.org

• Publications: old.libqual.org/publications

• Events and Training: old.libqual.org/events

• Email:[email protected]@tamu.edu

Documents

Project web site: old.libqual.org LibQUAL+™ from a Technological Perspective: A Scalable Web-Survey Protocol across Libraries Spring 2003 CNI Task Force