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Internal Employee Survey Executive Summary September 2011 Prepared for Salt Lake City Public Library System Lighthouse Research & Development, Inc. www.go-lighthouse.com 801.446.4000

Salt Lake City Library Employee Survey

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Page 1: Salt Lake City Library Employee Survey

Internal Employee Survey Executive Summary September 2011 Prepared for

Salt Lake City Public Library System

Lighthouse Research & Development, Inc. www.go-lighthouse.com

801.446.4000

Page 2: Salt Lake City Library Employee Survey

Internal Employee Survey Executive Summary Prepared for Salt Lake City Public Library System

Lighthouse Research & Development, Inc. September 2011 1

Introduction Project Objectives Lighthouse Research & Development, Inc. was contracted by the Salt Lake City Public Library System to conduct an online survey with Library employees. The main purpose of the survey was to gauge satisfaction among employees. The detailed objectives for this research are as follows:

x Identify if employees are employed part time or full time x Identify employees’ job titles x Identify respondents’ satisfaction with:

o Immediate supervisors and managers o Job satisfaction o Pay and benefits o Communication within the Library o The Library’s concern for its employees

x Discover which Library services are most important x Determine employees’ awareness and understanding of the Library’s

mission and strategic plan x Gather suggestions for

o Improving the Library services to the community o Making the Library a better place to work

Project Overview The research project was composed of an online survey to gather information from Library employees at each of the Salt Lake City Public Library branches. The specific scope of work for this research project is described below:

x Project consultation with Salt Lake City Public Library System personnel x Development of the survey questionnaire x Email blast to Library employees x Data collection of employees’ surveys x Analysis of the data, including frequency and percentages of results and

coding of open-ended responses x A written report describing the results of the survey including research

methodology, key findings, and a detailed description of the results

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2 Lighthouse Research & Development, Inc. September 2011

Research Methodology The research methods used to complete the project are outlined in detail below. Data Collection Lighthouse Research sent an email invitation to employees of the Salt Lake City Public Library System. Employee email addresses were supplied by the Library and were used for data collection. A test email invitation was sent to 10% of Library employees on August 11, 2011. The initial email invitation was sent on August 17, 2011, and a reminder email was sent to those who had not yet completed the survey on August 25, 2011. All surveys were completed between August 11, 2011 and August 31, 2011. Lighthouse Research & Development received a total of 223 completed surveys, providing a 99% confidence level, with a ±3.44% margin of error. Data Analysis The data analysis provides the following statistics upon which the written interpretative report is based:

x The frequency and valid percent of responses to each of the survey questions

x Responses to open-ended questions, coded for all occurrences of five or more mentions

x A segment analysis of the survey results by topic area Organization of the Report The report is organized in the following manner:

I. Introduction II. Executive Summary

The Executive Summary provides an overview of the results and the most pertinent findings of the survey.

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Internal Employee Survey Executive Summary Prepared for Salt Lake City Public Library System

Lighthouse Research & Development, Inc. September 2011 3

Executive Summary Employment with the Library Currently, nearly two-thirds of respondents said they work or volunteer at the main Salt Lake City Public Library. More than one-half of respondents reported working part time for the Salt Lake Public Library System.

For the most part, respondents are proud to work for the Library and said they feel the Library is, overall, a good place to work. However, they are not satisfied with the opportunities for advancement at the Library. In addition, respondents were split when it came to the statement, “My ideas and suggestions are valued by management.” Part time employees agreed more with that statement than full time employees. Also, employees at a branch agreed more with that statement than employees at the main library. Supervisors & Managers In general, respondents are satisfied with their immediate supervisors or managers (rating of 5.77). Respondents also gave high ratings to the specific aspects of their interaction with their supervisor/manager. The aspects that respondents most strongly agreed with were that their supervisor fairly assigns working hours and that he or she treats them with respect. On average, respondents expressed satisfaction with the communication they receive from their immediate supervisor and managers. Four of the 11 questions regarding communication among library personnel dealt with respondents’ supervisor/manager. All four of those statements were in the top five, according to average ratings. Respondents generally feel their supervisor/manager provides clear instructions, keeps them well informed, encourages open and honest communication, and provides them with adequate feedback about their job performance. Respondents, on average, feel their supervisor/manager cares about the Library staff and volunteers and they handle any problems in an appropriate and fair manner.

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4 Lighthouse Research & Development, Inc. September 2011

Executive Leadership Team Respondents generally gave low ratings with regards to statements about the Executive Leadership Team. On average, respondents did not feel the Executive Leadership team is committed to providing high quality products and services to Library patrons. They also felt the Library does not recognize employees that provide high quality services. When providing suggestions for improving the Library’s services to the community, 20% of respondents voiced concerns with either the Library Director or the Executive Leadership Team. Respondents generally expressed dissatisfaction with the communication they receive from the Executive Leadership Team. They felt the Executive Leadership Team (1) does not encourage open and honest communication, (2) does not communicate information the employees need to know about the Library, and (3) has not communicated a vision of the future that motivates the employees. In fact, the lowest average scores among all rating scale questions dealt with these three communication issues involving the Executive Leadership Team. When asked how communications could be improved within the Library, respondents most frequently suggested: 1) increasing honesty and transparency in communications and 2) resolving communication issues with the Director and the Executive Leadership Team. In general, respondents expressed some disagreement that the Executive Leadership Team cares about staff and volunteers and that the Executive Leadership Team is accessible and approachable. When asked what could be done to make the Library a better place to work, 39% of respondents suggested resolving concerns or issues with either the Director or the Executive Leadership Team. Many respondents also suggested encouraging trust, respect, and cooperation among all employees and encouraging better overall communication and transparency.

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Internal Employee Survey Executive Summary Prepared for Salt Lake City Public Library System

Lighthouse Research & Development, Inc. September 2011 5

Library Services When rating the importance of various library services, respondents indicated that books and materials, circulation services, and reference services are most important. In general, respondents feel library employees demonstrate an attitude of caring for Library users and that they provide quality customer service to these users. In addition, respondents feel that coworkers within their departments have the skills needed to contribute to making the library’s services the best.

Mission & Strategic Plan Although 71% of respondents said they know and understand the Library’s strategy and mission, the majority of them did not agree with any of the statements relating to the Library’s mission and strategic plan. Respondents generally feel that the Library’s current strategy and mission are not well implemented and that the Library does not have a clear sense of direction. In addition, participants generally indicated that the Executive Leadership Team of the Library has not communicated a vision of the Library’s future that motivates them. Pay & Benefits With relation to pay and benefits, respondents most agree with the statements, “my vacation and sick leave is adequate” and “the majority of my work is within the framework of my job description.” However, when it came to other aspects about their pay and benefits, respondents were fairly split between full time employees, who gave higher ratings, and part time employees, who gave lower ratings.

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6 Lighthouse Research & Development, Inc. September 2011

Segment Analysis Summary The following descriptions summarize the statistical findings from the Segment Analysis portion of the report. Analysis by Employment Status Results show that on average, part time employees are more satisfied in all areas than are full time employees. Part time employees seem to be more agreeable when it comes to their supervisor/manager, the provision of Library services, the Library mission and strategic plan, job satisfaction, communication, and concern for employees. The only exception is regarding pay and benefits, where full time employees, on average, are significantly more satisfied with most aspects of their pay and benefits than are part time employees. However, part time employees agreed more than full time employees with the following statement: “The majority of my work is within the framework of my job description.” Analysis by Job Title For this portion of the analysis, respondents were categorized into six segments based on their job title:

x Group 1: Manager, ELT Member x Group 2: Circulation Specialist, Librarian, Senior Librarian x Group 3: Support Services Specialist, Admin Secretary, Digital Media

Specialist, Associate Librarian, Support Services Associate, Computer Associate, Tech Specialist, Account Specialist, Computer Specialist

x Group 4: Gardener, Lead Custodian, Maintenance Technician, Custodial Assistant, Delivery Tech, Custodian, Branch Custodian, Gardening Assistant

x Group 5: Computer Assistant, Library Assistant, Tech Services Assistant x Group 6: Library Aide, Technician, Processing Aide

Those employees working as custodians, gardeners, and maintenance people (Group 4) rated aspects about their immediate supervisor or manager lower, on average, than the other groups of employees. Employees in groups Four, Five, and Six, on average, were more agreeable in their rating of statements regarding Library services, Library mission and strategic plan, job satisfaction, and communication, than were other groups. The only exception is for the statements regarding pay and benefits, where

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Lighthouse Research & Development, Inc. September 2011 7

employees in Groups 1, 2, 3, and 4 gave more favorable ratings than those in Groups 5 and 6. When asked to rate how much they agree or disagree with various statements regarding communication, employees in Group 2 gave much lower ratings when the statements involved the Executive Leadership Team. Analysis by Library Location On average, branch employees were more satisfied with their immediate supervisor/manager than were The Main Library employees. When asked to rate how much they agree with various statements regarding communications, branch employees, on average, were more agreeable than The Main Library employees. In response to the statements, “The Executive Leadership Team communicates information that I need to know about the Library,” and “The Executive Leadership Team encourages open and honest communication,” both Main library and Branch employees assigned lower ratings than for any other statement regarding communication. When asked to rate how much they agree with various statements regarding concern for employees, branch employees, on average, were more agreeable than The Main Library employees with the following statements: My immediate supervisor/manager cares about the staff and volunteers My immediate supervisor/manager responds to my problems in a fair manner Overall Satisfaction Analysis of Supervisor/Manager The aspects listed in the table below were found to be significant contributors to respondents’ overall satisfaction with their immediate supervisor or manager. The significant aspects are listed in order of significance. The Beta values are also listed below, which can be seen as a measurement of how much that aspect impacts respondents’ overall satisfaction.

Statistically Significant Aspects Beta

1 – I trust my immediate supervisor/manager .418

2 – My immediate supervisor/manager is a good leader .327

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Detailed Results Employment at Library As Figure 1 illustrates, 56% of employee respondents reported being employed by the Library part time, while 44% reported being employed full time.

44%

56%

0%

20%

40%

60%

80%

Full Time Employees Part Time Employees

Figure 1Which of the following best describes your current

position?

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Lighthouse Research & Development, Inc. September 2011 9

As Figure 2 illustrates, more than one-quarter of respondents (27%) identified their job description as “Computer Assistant, Library Assistant, or Tech Services Assistant.” More than one-fifth of respondents each described their job position as “Library Aide, Technician, or Processing Aide” (22%) or “Support Services/Digital Media/Tech/Account/Computer Specialist, Admin Secretary, Associate Librarian, Support Services Associate, Computer Associate” (21%).

2%

6%

10%

13%

21%

22%

27%

0% 5% 10% 15% 20% 25% 30% 35%

Gardener, Lead Custodian, Maintenance Technician

Custodial Assistant, Delivery Tech, Custodian, Branch Custodian, Gardening Assistant

Manager, ELT Member

Circulation Specialist, Librarian, Senior Librarian

Support Services/Digital Media/Tech/Account/Computer Specialists,

Admin Secretary, Associate Librarian, Support Services Associate, Computer Associate

Library Aide, Technician, Processing Aide

Computer Assistant, Library Assistant, Tech Services Assistant

Figure 2Which of the following best describes your job title?

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10 Lighthouse Research & Development, Inc. September 2011

As illustrated by Figure 3, nearly two-thirds of respondents (65%) said they work at the main Salt Lake City Library, while more than one-third (35%) reported working at a branch.

65%

35%

0%

20%

40%

60%

80%

The Main Library A Branch

Figure 3At which library location do you work/volunteer?

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Lighthouse Research & Development, Inc. September 2011 11

Supervisors & Managers Respondents were asked to rate how much they agree with various statements regarding their immediate supervisors or managers by using a one-to-seven rating scale where one is “strongly disagree” and seven is “strongly agree.” On average, respondents agree most with the statements:

x “Assignments of working hours are made fairly” (6.34) x “My immediate supervisor/manager treats me with respect” (6.34) x “The evaluation of my job performance by my immediate

supervisor/manager is fair and objective” (6.24) Respondents, on average, least agreed with the statement, “My last performance evaluation was useful in helping me improve my work performance” (5.53). It is important t note, however, respondents gave relatively high average mean ratings to each of these statements, indicating that they somewhat agree with each of these statements. For details, please refer to Figure 4 on the following page.

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12 Lighthouse Research & Development, Inc. September 2011

5.53

5.75

5.95

5.96

5.97

6.00

6.06

6.14

6.15

6.24

6.34

6.34

1.00 2.00 3.00 4.00 5.00 6.00 7.00

My last performance evaluation was useful in helping me improve my work

performance.

My immediate supervisor/manager discusses my professional goals.

My immediate supervisor/manager handles situations timely and ef fectively.

My immediate supervisor/manager provides me with timely and helpful

feedback.

My immediate supervisor/manager is a good leader.

I get clear instructions f rom my immediate supervisor/manager.

I trust my immediate supervisor/manager.

My immediate supervisor/manager encourages and supports my professional

growth and development.

My immediate supervisor/manager keeps his/her commitments.

The evaluation of my job performance by my immediate supervisor/manager is fair

and objective.

My immediate supervisor/manager treats me with respect.

Assignments of working hours are made fairly.

Figure 4Please rate how much you agree with each of the

following statements about your immediate supervisor or manager.

Based on a scale where 1 is "strongly disagree" and 7 is "strongly agree"

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Lighthouse Research & Development, Inc. September 2011 13

Please rate how much you agree with each of the following statements about your immediate supervisor or manager

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score

Assignments of working hours are made fairly. 2% 83% 81% My immediate supervisor/manager treats me with respect. 5% 86% 81%

My immediate supervisor/manager encourages and supports my professional growth and development.

4% 77% 73%

I trust my immediate supervisor/manager. 7% 80% 73% My immediate supervisor/manager keeps his/her commitments. 4% 76% 72%

The evaluation of my job performance by my immediate supervisor/manager is fair and objective.

4% 75% 71%

I get clear instructions from my immediate supervisor/manager. 5% 75% 70%

My immediate supervisor/manager is a good leader. 6% 75% 69%

My immediate supervisor/manager provides me with timely and helpful feedback. 6% 73% 67%

My immediate supervisor/manager handles situations timely and effectively. 6% 72% 66%

My immediate supervisor/manager discusses my professional goals. 6% 65% 59%

My last performance evaluation was useful in helping me improve my work performance. 8% 57% 49%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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14 Lighthouse Research & Development, Inc. September 2011

When asked to rate their overall satisfaction with their immediate supervisors or managers, more than one-half of respondents (53%) said they are very satisfied with their supervisors or managers. Respondents, on average, gave a rating of 5.77 on the one-to-seven rating scale to describe their overall satisfaction with their supervisors or managers. Please see Figure 5 for details.

1%

53%

18%

9%

6%

5%

6%

4%

0% 10% 20% 30% 40% 50% 60%

Don’t Know

7 – Very Satisf ied

6

5

4

3

2

1 – Very Unsatisf ied

Figure 5Overall, please rate how satisfied you are with your

immediate supervisor/ manager.

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score Overall satisfaction with immediate supervisor/manager 10% 71% 61%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7 minus the percentage of respondents who gave a rating of 1 or 2.

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Lighthouse Research & Development, Inc. September 2011 15

Library Services When asked to rate the importance of various library services by using a one-to-seven rating scale where one is “not at all important” and seven is “very important,” respondents gave the highest average mean ratings to:

x Books and materials (6.35) x Circulation (6.28) x Reference (6.03) x Electronic resources (5.91)

Respondents gave the lowest average mean ratings, in terms of importance, to “classes” (5.22). Please see Figure 6 for further details.

5.22

5.48

5.53

5.57

5.91

6.03

6.28

6.35

1.00 2.00 3.00 4.00 5.00 6.00 7.00

Classes

Outreach

Programming and Events

Community Gathering Spaces

Electronic Resources

Reference

Circulation

Books and Materials

Figure 6Please rate the importance of each of the following library

services.Based on a one-to-seven scale where 1 is "not at all important" and 7 is

"very important"

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16 Lighthouse Research & Development, Inc. September 2011

Please rate the importance of each of the following library services

on one-to-seven scale where one is “not at all important” and seven is “very important.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score

Book and Materials 7% 87% 80%

Circulation 7% 86% 79%

Reference 9% 79% 70%

Electronic Resources 7% 74% 67%

Community Gathering Spaces 9% 64% 55%

Programming and Events 6% 56% 50%

Outreach 5% 53% 48%

Classes 9% 48% 39%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7 minus the percentage of respondents who gave a rating of 1 or 2.

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Respondents were also asked to rate how much they agree with statements regarding various library services by using a one-to-seven rating scale where one is “strongly disagree” and seven is “strongly agree.” On average, respondents agree most with the statements:

x “Employees of the Library demonstrate an attitude of genuinely caring about Library users” (6.18)

x “The Library staff provides quality customer service” (6.16) x “Members of my department have the skills to provide the best library

services” (6.01) Respondents, on average, indicated that they least agree with the statements:

x “The Executive Leadership Team is committed to providing high quality products and services to patrons” (3.58)

x “The Library recognizes employees who provide high-quality library services” (3.59)

For further details, please see Figure 7 on the next page.

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18 Lighthouse Research & Development, Inc. September 2011

3.58

3.59

4.08

4.44

4.58

4.69

5.29

6.01

6.16

6.18

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team is committed to providing high quality products

and services to patrons.

The Library recognizes employees who provide high-quality library services.

Library policies and practices promote the most ef fective library services.

The Library provides quality training to improve library services.

I am encouraged to suggest new and better ways of providing services to the

community.

At the library, we have clear performance standards for service quality.

The Library is committed to quality service.

Members of my department have the skills to provide the best library services.

The Library staf f provides quality customer service.

Employees of the Library demonstrate an attitude of genuinely caring about Library

users.

Figure 7Please rate how much you agree with each of the following

statements about library serviceBased on a one-to-seven scale where 1 is "strongly disagree" and 7 is

"strongly agree"

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Internal Employee Survey Report Prepared for Salt Lake City Public Library System

Lighthouse Research & Development, Inc. September 2011 19

Please rate how much you agree with each of the following statements about library services

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score Employees of the Library demonstrate an attitude of genuinely caring about Library users. 2% 80% 78%

The Library staff provides quality customer service. 2% 79% 77%

Members of my departments have the skills to provide the best library services. 2% 71% 69%

The Library is committed to quality service. 9% 54% 45% At the library, we have clear performance standards for service quality. 16% 41% 25%

I am encouraged to suggest new and better ways of providing services to the community. 18% 38% 20%

The Library provides quality training to improve library services. 17% 28% 11%

Library policies and practices promote the most effective library services. 24% 25% 1%

The Executive Leadership Team is committed to providing high quality products and services to patrons.

35% 20% -15%

The Library recognizes employees who provide high-quality library services. 35% 20% -15%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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20 Lighthouse Research & Development, Inc. September 2011

Suggested Improvements In order to identify areas that need improvement within the Salt Lake City Public Library System, respondents were asked:

“What is the one thing you would do to improve Library services to the community?”

In response to this question, 15% of respondents suggested resolving concerns with the Director, while 12% suggested increasing staff size and improving procedures, and 10% suggested improving Library services, programs, and events. For details, please see Figure 8 on the following page.

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Lighthouse Research & Development, Inc. September 2011 21

2%

7%

2%

1%

2%

2%

3%

3%

3%

4%

4%

4%

5%

6%

6%

10%

12%

15%

0% 5% 10% 15% 20%

Don't Know/Unsure

Miscellaneous

Currently Satisfied - No Changes Necessary

Better Communication and Transparency

Adjust Hours of Operation

Increased Employee Pay and Incentive Programs

Improve Collections and Materials

Opportunities for Staff Involvement

Improved Hiring Process

Improved Physical Facilities and Technology

Better Fair Treatment of Employees and Improvement of Morale

Focus on Customer Service and Patron Needs

Concerns about the Executive Leadership Team and Management

Better Training and Education Opportunities

Improved Operations and Processes

Improve Library Services, Programs, and Events

Increased Staff Size and Improved Staffing Procedures

Concerns about the Director

Figure 8What is the one thing you would do to improve Library

services to the community?

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22 Lighthouse Research & Development, Inc. September 2011

Mission & Strategic Plan When asked if they know and understand the Library’s strategy and mission, nearly three-quarters of respondents (71%) answered affirmatively. However, 29% of respondents said they did not know or understand the Library’s strategy and mission. Please see Figure 9.

71%

29%

0%

20%

40%

60%

80%

100%

Yes No

Figure 9Do you know and understand the Library’s strategy and

mission?

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Respondents were then asked to indicate whether they agree or disagree with various statements relating to the Library’s mission and strategic plan. As Figure 10 illustrates, respondents gave either neutral ratings or ratings of disagreement with each statement relating to the Library’s mission and strategic plan. On average, respondents were neutral to these statements:

x “I understand my role in the Library’s strategy and mission” (4.26) x “I believe the Library has an outstanding future” (4.00) x “I can see a clear link between my work and Library’s outcomes” (3.78)

Respondents, on average, indicated they somewhat disagree with all other statements relating to the Library and its mission or strategic plan.

2.78

2.99

3.00

3.28

3.78

4.00

4.26

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team of the Library has communicated a vision of the

future that motivates me.

The Library has a clear sense of direction.

The Library’s current strategy and mission are well implemented.

The Library has set realistic goals and outcomes.

I can see a clear link between my work and Library’s outcomes.

I believe the Library has an outstanding future.

I understand my role in the Library’s strategy and mission.

Figure 10Please rate how much you agree with each of the following

statements about the Library mission and strategic plan.Based on a one-to-seven scale where 1 is "strongly disagree" and 7 is

"strongly agree"

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24 Lighthouse Research & Development, Inc. September 2011

Please rate how much you agree with each of the following statements about the Library mission and strategic plan

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score I understand my role in the Library’s strategy and mission. 25% 35% 10%

I believe the Library has an outstanding future. 31% 29% -2% I can see a clear link between my work and Library’s outcomes. 35% 27% -8%

The Library has set realistic goals and outcomes. 42% 18% -24% The Library’s current strategy and mission are well implemented. 46% 13% -33%

The Library has a clear sense of direction. 48% 15% -33% The Executive Leadership Team of the Library has communicated a vision of the future that motivates me.

55% 14% -41%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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Job Satisfaction When asked to rate their level of agreement with various statements relating to job satisfaction, respondents, on average, indicated they most agree with the statement, “I am proud to work for the Library” (5.73). The statement receiving the second highest rating from respondents is “The Library is a good place to work” (5.01). Respondents, on average, gave neutral ratings to all other statements relating to their job satisfaction. For details, please see Figure 11.

3.51

4.06

4.31

4.56

4.78

4.82

5.01

5.73

1.00 2.00 3.00 4.00 5.00 6.00 7.00

I am satisf ied with my opportunities for advancement.

My ideas and suggestions are valued by management.

I am appropriately involved in decisions that af fect my work.

I would recommend others to work at the Library.

My job measures up to what I thought it would be when I took it.

Overall, I am satisf ied with my job.

The Library is a good place to work.

I am proud to work for the Library.

Figure 11Please rate how much you agree with each of the following

statements about your job satisfaction.Based on a one-to-seven scale where 1 is "strongly disagree" and 7 is

"strongly agree"

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26 Lighthouse Research & Development, Inc. September 2011

Please rate how much you agree with each of the following statements about your job satisfaction

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score

I am proud to work for the Library. 8% 64% 56%

The Library is a good place to work. 14% 50% 36%

Overall, I am satisfied with my job. 15% 47% 32% My job measures up to what I thought it would be when I took it. 18% 45% 27%

I would recommend others to work at the Library. 24% 43% 19% I am appropriately involved in decisions that affect my work. 24% 36% 12%

My ideas and suggestions are valued by management. 31% 32% 1%

I am satisfied with my opportunities for advancement. 44% 29% -15%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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Pay & Benefits When asked to rate their level of agreement with various statements relating to pay and benefits, respondents, on average, indicated they most agree with the statement, “My vacation and sick leave is adequate” (5.96). The statement receiving the second highest rating from respondents is “The majority of my work is within the framework of my job description” (5.28). Respondents, on average, gave neutral ratings to all other statements relating to their pay and benefits. For details, please see Figure 12.

4.21

4.44

4.60

4.72

4.72

5.28

5.96

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The premiums I pay for insurance coverage is reasonable.

My health insurance coverage is adequate.

I am paid fairly for the work I do.

My retirement plan is adequate.

I am satisf ied with my benef its package.

The majority of my work is within the f ramework of my job description.

My vacation and sick leave is adequate.

Figure 12Please rate how much you agree with each of the following

statements about pay and benefits.Based on a one-to-seven scale where 1 is "strongly disagree" and 7 is

"strongly agree"

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28 Lighthouse Research & Development, Inc. September 2011

Please rate how much you agree with each of the following statements about pay and benefits

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score

My vacation and sick leave is adequate. 3% 67% 64% The majority of my work is within the framework of my job description. 12% 56% 44%

I am paid fairly for the work I do. 18% 40% 22%

I am satisfied with my benefits package. 13% 30% 17%

My retirement plan is adequate. 12% 25% 13%

My health insurance coverage is adequate. 15% 24% 9% The premiums I pay for insurance coverage is reasonable. 14% 18% 4%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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Lighthouse Research & Development, Inc. September 2011 29

Communication Respondents were asked to rate how much they agree with various statements regarding communications at the Library using a one-to-seven rating scale where one is “strongly disagree” and seven is “strongly agree.” On average, respondents agree most with the statements:

x “I get clear instructions from my supervisor” (5.91) x “My immediate supervisor/manager encourages and provides open and

honest communication” (5.89) x “I am satisfied with the communication I receive from my supervisor

about my performance throughout the year” (5.83) x “There is good communication among members of my department” (5.82) x “My supervisor keeps me informed about matters affecting me” (5.79)

Respondents, on average, indicated they agree least with the following statements regarding communication:

x “The Executive Leadership Team encourages open and honest communication” (2.65)

x “The Executive Leadership Team communicates the information that I need to know about the Library” (2.86)

For details, please see Figure 13 on the following page.

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30 Lighthouse Research & Development, Inc. September 2011

2.65

2.86

3.58

4.07

4.90

5.40

5.79

5.82

5.83

5.89

5.91

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team encourages open and honest

communication.

The Executive Leadership Team communicates the information that I need to

know about the Library.

Organization policies are clearly communicated.

The information I receive f rom other departments and committees is adequate.

I receive the information and communication I need to do my job

ef fectively.

I have a clear understanding of what is expected of me.

My supervisor keeps me informed about matters af fecting me.

There is good communication among members of my department.

I am satisf ied with the communication I receive f rom my supervisor about my

performance throughout the year.

My immediate supervisor/manager encourages and provides open and honest

communication.

I get clear instructions f rom my supervisor.

Figure 13Please rate how much you agree with each of the following

statements about communications.Based on a one-to-seven scale where 1 is "strongly disagree" and 7 is

"strongly agree"

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Lighthouse Research & Development, Inc. September 2011 31

Please rate how much you agree with each of the following statements about communications

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score

I get clear instructions from my supervisor. 4% 72% 68% My immediate supervisor/manager encourages and provides open and honest communication. 7% 74% 67%

There is good communication among members of my department. 5% 70% 65%

My supervisor keeps me informed about matters affecting me. 7% 71% 64%

I am satisfied with the communication I receive from my supervisor about my performance throughout the year.

6% 69% 63%

I have a clear understanding of what is expected of me. 9% 59% 50%

I receive the information and communication I need to do my job effectively. 12% 46% 34%

The information I receive from other departments and committees is adequate. 23% 23% 0%

Organization policies are clearly communicated. 34% 21% -13% The Executive Leadership Team communicates the information that I need to know about the Library. 52% 13% -39%

The Executive Leadership encourages open and honest communication. 54% 13% -41%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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32 Lighthouse Research & Development, Inc. September 2011

Respondents were then asked:

“What is one way that communications could be improved within the Library?”

In response to this question, 19% of respondents suggested improving honesty, transparency and keeping staff informed, while 13% suggested resolving concerns with the Director. For details, please see Figure 14 on the following page.

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Lighthouse Research & Development, Inc. September 2011 33

4%

2%

1%

1%

1%

1%

2%

2%

2%

2%

3%

3%

4%

4%

5%

6%

6%

9%

13%

19%

0% 5% 10% 15% 20% 25%

Don't Know/Unsure

Miscellaneous

Currently Satisfied

Encourage More Employee Involvement

More Encouragement of Honesty from Employees

Better Communication of Expectations

More Education Related to Communication

Better Communication Among Departments

More Respect and Understanding

Improved Communication Methods

Improve Communication Chain

Better Listening and Addressing of Employee Concerns

Allow Freedom to Communicate Without Fear

More Clarity in Communications

More Opportunities for Direct Communication

Change the Management Structure

Better General Communication

Concerns about the Executive Leadership Team

Concerns about the Director

Better Honesty/Transparency/Information

Figure 14What is one way that communications could be improved

within the Library?

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34 Lighthouse Research & Development, Inc. September 2011

Concern for Employees As Figure 15 on the following page illustrates, respondents, on average, said they most agree with the statements regarding the concern their immediate supervisors and managers provide, but least agree with the statements regarding the concern provided by the Executive Leadership Team. On average, respondents agreed most with these statements regarding the Library’s concern for its employees:

x “My immediate supervisor/manager cares about the staff and volunteers” (6.18)

x “My immediate supervisor/manager responds to my problems in a fair manner” (6.02)

Respondents, on average, agreed least with these statements relating to the Library’s concern for its employees:

x “The Executive Leadership Team cares about the staff and volunteers” (3.02)

x “Members of the Executive Leadership Team are accessible and approachable” (3.03)

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Lighthouse Research & Development, Inc. September 2011 35

3.02

3.03

3.78

4.09

4.75

4.91

6.02

6.18

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team cares about the staf f and volunteers.

Members of the Executive Leadership Team are accessible and approachable.

If I had the skills needed for another position at the library, I would receive fair consideration for transfer or promotion to

that job.

I feel I have job security.

The Library provides me the opportunity to improve my professional knowledge and

job skills.

I have access to the training I need to do my job ef fectively.

My immediate supervisor/manager responds to my problems in a fair manner.

My immediate supervisor/manager cares about the staf f and volunteers.

Figure 15Please rate how much you agree with each of the following

statements about concern for employees.Based on a one-to-seven scale where 1 is "strongly disagree" and 7 is

"strongly agree"

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36 Lighthouse Research & Development, Inc. September 2011

Please rate how much you agree with each of the following statements about concern for employees

, using a one-to-seven scale where one is “strongly disagree” and seven is “strongly agree.”

Ratings 1 &2

Ratings 6 & 7

Net Promoter

Score My immediate supervisor/manager cares about the staff and volunteers. 5% 79% 74%

My immediate supervisor/manager responds to my problems in a fair manner. 5% 75% 70%

I have access to the training I need to do my job effectively. 13% 40% 27%

The Library provides me with the opportunity to improve my professional concern for employees. 16% 40% 24%

I feel I have job security. 23% 28% 5% If I had the skills necessary for another position at the library, I would receive fair consideration for transfer to or promotion to that job.

30% 20% -10%

The Executive Leadership Team cares about the staff and volunteers. 47% 16% -31%

Members of the Executive Leadership Team are accessible and approachable. 45% 13% -32%

*The net promoter score looks at the percentage of respondents who gave a rating of 6 or 7

minus the percentage of respondents who gave a rating of 1 or 2.

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Lighthouse Research & Development, Inc. September 2011 37

Making the Library a Better Place to Work As a concluding question, respondents were asked:

“In your opinion, what is one thing that could be done to make the Library a better place to work?”

In response to this question, one-quarter of respondents (24%) suggested resolving concerns with the Director, while 15% suggested resolving concerns with the Executive Leadership Team. For details, please see Figure 16 on the following page.

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38 Lighthouse Research & Development, Inc. September 2011

2%

12%

2%

1%

1%

2%

2%

2%

3%

3%

3%

5%

8%

9%

15%

24%

0% 5% 10% 15% 20% 25% 30%

Don't Know/Unsure

Miscellaneous

Currently Satisf ied, No Changes Necessary

Dismiss Inadequate or Incompetent Employees

Improved Physical Facilities

Opportunities for More Hours

Improved Procedures and Processes

Better Opportunities for Advancement

Better Fair Treatment of Employees

Better Training Opportunities

Increased Staf f Size

Increased Employee Pay

Better Communication and Transparency

Better Trust, Respect, and Cooperation Among All Employees

Concerns about the Executive Leadership Team

Concerns about the Director

Figure 16In your opinion, what is one thing that could be done to

make the Library a better place to work?

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Lighthouse Research & Development, Inc. September 2011 39

Segment Analysis In this section of the report, similarities and differences among segments within the survey population are examined. The following descriptions, tables, and charts present the statistically significant differences among respondents by segment. These segments include the following:

x Employment Status (Full Time Employee vs. Part Time Employee) x Job Title x Library Location (Main Library vs. A Branch)

Statistical significance is defined as a difference in value that is too large to be attributed to chance alone, thus describing the relationship that exists between the demographic variable of interest and the survey responses.

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40 Lighthouse Research & Development, Inc. September 2011

Segment Analysis by Employment Status For this portion of the analysis, differences between Full Time Employees and Part Time Employees were examined.

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Lighthouse Research & Development, Inc. September 2011 41

As is illustrated in Segment Analysis Figure 1 below, when asked to rate how much they agree or disagree with various statements regarding their immediate supervisor or manager, part time employees, on average, were more agreeable than full time employees.

5.67

6.31

5.91

6.26

6.31

6.22

6.36

6.38

6.32

6.40

6.53

6.40

5.35

5.48

5.54

5.58

5.59

5.62

5.66

5.85

5.89

6.05

6.09

6.27

1.00 2.00 3.00 4.00 5.00 6.00 7.00

My last performance evaluation was useful in helping me improve my work performance

* My immediate supervisor/manager handles situations timely and ef fectively

My immediate supervisor/manager discusses my professional goals

* My immediate supervisor/manager is a good leader

* I get clear instructions f rom my immediate manager/supervisor

* My immediate supervisor/manager provides me with timely and helpful feedback

* I trust my immediate supervisor/manager

* My immediate supervisor/manager keeps his/her commitments

My immediate supervisor/manager encourages and supports my professional

growth and development

The evaluation of my job performance by my immediate supervisor/manager is fair and

objective

* My immediate supervisor/manager treats me with respect

Assignments of working hours are made fairly

Segment Analysis Figure 1Agreement with Statements About Immediate

Supervisor/Manager Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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42 Lighthouse Research & Development, Inc. September 2011

On average, part time employees (6.02 average mean) were more satisfied with their immediate supervisor/manager than were full time employees (5.44). When asked to rate the importance of various library services, part time employees (6.52 average mean) found “circulation” more important than did full time employees (5.97).

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Lighthouse Research & Development, Inc. September 2011 43

When asked to rate how much they agree or disagree with various statements regarding library service, part time employees, on average, were more agreeable than full time employees. Please see Segment Analysis Figure 2 below for details.

3.99

3.91

4.35

4.82

4.97

4.84

5.52

6.16

6.11

6.11

3.08

3.17

3.72

3.94

4.06

4.48

4.97

5.80

6.23

6.28

1.00 2.00 3.00 4.00 5.00 6.00 7.00

* The Executive Leadership Team is committed to providing high quality products

and services to patrons.

* The Library recognizes employees who provide high-quality library services

* Library policies and practices promote the most ef fective library services

* The Library provides quality training to improve library services

* I am encouraged to suggest new and better ways of providing services to the community

At the Library, we have clear performance standards for service quality

The Library is committed to quality service

* Members of my department have the skills to provide the best library services

The Library staf f provides quality customer service

Employees of the Library demonstrate an attitude of genuinly caring about Library

users.

Segment Analysis Figure 2Agreement with Statements About Library Service

Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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44 Lighthouse Research & Development, Inc. September 2011

As is illustrated in Segment Analysis Figure 3 below, when asked to rate how much they agree or disagree with various statements regarding the Library mission and strategic plan, part time employees, on average, were more agreeable than full time employees.

2.96

3.24

3.24

3.60

4.38

3.83

4.19

2.54

2.66

2.70

2.88

3.50

3.71

4.35

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team of the Library has communicated a vision of the

future that motivates me

* The Library has a clear sense of direction

The Library's current strategy and mission are well implemented

* The Library has set realistic goals and outcomes

* I believe the Library has an outstanding future

I can see a clear link between my work and the Library's outcomes

I understand my role in the Library's strategy and mission

Segment Analysis Figure 3Agreement with Statements About the Library Mission and

Strategic Plan Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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Lighthouse Research & Development, Inc. September 2011 45

When asked to rate how much they agree with various statements regarding job satisfaction, part time employees, on average, were more agreeable than full time employees. Please see Segment Analysis Figure 4 below for details.

4.59

3.60

4.82

5.02

5.17

5.17

5.36

5.93

3.37

3.39

3.65

3.96

4.34

4.42

4.52

5.45

1.00 2.00 3.00 4.00 5.00 6.00 7.00

* My ideas and suggestions are valued by management

I am satisf ied with my opportunities for advancement

* I am appropriately involved in decisions that af fect my work

* I would recommend others to work at the Library

* Overall, I am satisf ied with my job

* My job measures up to what I thought it would be when I took it

* The Library is a good place to work

I am proud to work at the Library

Segment Analysis Figure 4Agreement with Statements About Job Satisfaction

Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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46 Lighthouse Research & Development, Inc. September 2011

When asked how much they agree with various statements regarding pay and benefits, on average, part time employees agreed more than did full time employees with the statement “The majority of my work is within the framework of my job description.” However, full time employees agreed more than did part time employees, on average, with the majority of statements regarding pay and benefits. Please see Segment Analysis Figure 5 below for details.

3.23

4.66

5.53

2.65

3.88

3.07

5.66

4.45

4.53

4.96

5.12

5.21

5.25

6.30

1.00 2.00 3.00 4.00 5.00 6.00 7.00

* The premiums I pay for insurance coverage is reasonable

I am paid fairly for the work I do

* The majority of my work is within the f ramework of my job description

* My health insurance coverage is adequate

* I am satisf ied with my benef it package

* My retirement plan is adequate

* My vacation and sick leave is adequate

Segment Analysis Figure 5Agreement with Statements About Pay and Benefits

Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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Lighthouse Research & Development, Inc. September 2011 47

As is illustrated in Segment Analysis Figure 6 below, when asked to rate how much they agree with various statements regarding communications, part time employees, on average, were more agreeable than full time employees.

2.80

3.05

3.79

4.24

5.38

5.79

6.08

6.15

6.24

6.10

5.91

2.47

2.63

3.30

3.85

4.26

4.89

5.40

5.43

5.44

5.64

5.70

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team encourages open and honest

communication

The Executive Leadership Team communicates the information that I need to

know about the Library

Organization policies are clearly communicated

The information I receive f rom other departments and committees is adequate

* I receive the information and communication I need to do my job

ef fectively

* I have a clear understanding of what is expected of me

* My supervisor keeps me informed about matters af fecting me

* I am satisf ied with the communication I receive f rom my supervisor about my

performance throughout the year

* My immediate supervisor/manager encouraged and provides open and honest

communication

* I get clear instructions f rom my supervisor

There is good communication among members of my department

Segment Analysis Figure 6Agreement with Statements About Communications

Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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48 Lighthouse Research & Development, Inc. September 2011

When asked to rate how much they agree with various statements regarding concern for employees, part time employees, on average, were more agreeable than full time employees. Please see Segment Analysis Figure 7 below for details.

3.31

3.01

3.79

4.32

5.32

5.01

6.30

6.44

2.66

3.05

3.77

3.80

4.38

4.41

5.66

5.83

1.00 2.00 3.00 4.00 5.00 6.00 7.00

* The Executive Leadership Team cares about the staf f and volunteers

Members of the Executive Leadership Team are accessible and approachable

If I had the skills needed for another position at the Library, I would receive fair

consideration for transfer or promotion of that job

I feel I have job security

* I have access to the training I need to do my job ef fectively

* The Library provides me with the opportunity to improve my professional

knowledge and job skills

* My immediate supervisor/manager responds to my problems in a fair manner

* My immediate supervisor/manager cares about the staf f and volunteers

Segment Analysis Figure 7Agreement with Statements About Concern for Employees

Compared by Employment StatusBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Full Time Employee Part Time Employee

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Segment Analysis by Job Title For this portion of the analysis, respondents were categorized into six segments based on their job title:

x Group One: Manager, ELT Member x Group Two: Circulation Specialist, Librarian, Senior Librarian x Group Three: Support Services Specialist, Admin Secretary, Digital Media

Specialist, Associate Librarian, Support Services Associate, Computer Associate, Tech Specialist, Account Specialist, Computer Specialist

x Group Four: Gardener, Lead Custodian, Maintenance Technician, Custodial Assistant, Delivery Tech, Custodian, Branch Custodian, Gardening Assistant

x Group Five: Computer Assistant, Library Assistant, Tech Services Assistant x Group Six: Library Aide, Technician, Processing Aide

As shown in Segment Analysis Table 1, Group Four employees rated statements about their immediate supervisor or manager lower, on average, than the other groups of employees.

Segment Analysis Table 1 Please rate how much you agree with each of the following statements

about your immediate supervisor or manager

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

My immediate supervisor / manager handles situations timely and effectively.

5.19 6.29 5.91 4.75 6.22 6.22

My immediate supervisor / manager encourages and supports my professional growth and development.

6.00 6.30 6.44 4.82 6.19 6.23

My immediate supervisor / manager provides me with timely and helpful feedback.

5.40 6.36 6.07 4.94 6.08 6.06

My immediate supervisor / manager treats me with respect. 6.05 6.68 6.44 5.35 6.49 6.32 My immediate supervisor / manager keeps his / her commitments.

5.38 6.37 6.23 5.00 6.43 6.33

I get clear instructions from my immediate supervisor / manager. 5.29 6.18 5.98 5.31 6.27 6.13

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50 Lighthouse Research & Development, Inc. September 2011

When asked to rate the importance of specific library services, Group Four employees (6.13 average mean) rated “classes” higher in importance, on average, than Group One (4.57), Group Two (4.79), and Group Five employees (5.12). When rating how much they agree or disagree with specific statements about library service, Groups Four, Five, and Six employees, on average, were more agreeable with the following statements:

x At the Library, we have clear performance standards for services quality. x The Executive Leadership Team is committed to providing high quality

products and services to patrons. x The Library is committed to quality service. x I am encouraged to suggest new and better ways of providing services to

the community. x The Library provides quality training to improve library services. x Library policies and practices promote the most effective library services

Please see Segment Analysis Table 2 for details.

Segment Analysis Table 2 Please rate how much you agree with each of the following statements

about library service

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

At the Library, we have clear performance standards for service quality.

3.95 4.36 3.91 5.93 4.95 5.22

The Executive Leadership Team is committed to providing high quality products and services to patrons.

3.45 2.25 2.79 5.43 4.06 4.20

The Library is committed to quality service. 4.75 5.08 4.35 6.27 5.46 5.98 The Library recognizes employees who provide high-quality library services.

3.15 3.14 2.93 5.07 3.69 4.14

I am encouraged to suggest new and better ways of providing services to the community.

4.15 3.96 4.11 5.33 4.96 4.87

The Library provides quality training to improve library services.

4.15 3.57 3.63 5.93 4.61 5.20

Library policies and practices promote the most effective library services.

3.20 3.56 3.36 5.57 4.37 4.66

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As shown in Segment Analysis Table 3, Groups Four, Five, and Six were more agreeable to the statements regarding the Library mission and strategic plan that are listed in the table; Group One was also more agreeable for the statements:

x The Executive Leadership Team of the Library has communicated a vision of the future that motivates me

x I believe the Library has an outstanding future

Segment Analysis Table 3 Please rate how much you agree or disagree with each of the following

statements about the Library mission and strategic plan

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

The Library has set realistic goals and outcomes. 2.95 2.29 2.51 5.00 3.57 3.95 The Library has a clear sense of direction. 3.10 1.86 2.23 4.71 3.14 3.69 I can see a clear link between my work and the Library’s outcomes.

4.35 2.71 3.49 5.13 4.00 3.73

The Executive Leadership Team of the Library has communicated a vision of the future that motivates me.

3.10 1.86 2.05 4.00 3.12 3.09

I believe the Library has an outstanding future. 4.25 3.04 2.73 5.63 4.29 4.81 The Library’s current strategy and mission are well implemented.

2.80 1.93 2.35 4.71 3.25 3.62

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When asked to rate how much they agree or disagree with specific statements regarding job satisfaction, Groups Four, Five, and Six were more agreeable than Groups Two and Three with the statements:

x I would recommend others to work at the Library x My job measures up to what I thought it would be when I took it x The Library is a good place to work x Overall, I am satisfied with my job

Groups Four and Six were more agreeable than Groups One, Two, and Three with the statement, “I am appropriately involved in decisions that affect my work.” Also, Group Six was more agreeable than Groups One, Two, and Three with the statement, “My ideas and suggestions are valued by management.”

Segment Analysis Table 4 Please rate how much you agree with each of the following statements

about your job satisfaction

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

I would recommend others to work at the Library. 4.20 3.07 3.65 5.87 4.98 5.57 My job measures up to what I thought it would be when I took it.

4.75 3.86 3.74 5.60 5.10 5.64

The Library is a good place to work. 4.50 4.26 4.17 5.81 5.25 5.85 Overall, I am satisfied with my job. 4.40 3.89 4.12 5.67 5.17 5.51 I am appropriately involved in decisions that affect my work. 4.05 3.39 3.74 3.88 4.68 5.25 My ideas and suggestions are valued by management. 3.85 3.46 3.09 4.19 4.36 5.07

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When asked to rate how much they agree or disagree with various statements regarding their pay and benefits, in general, Groups One, Two, Three, and Four were more agreeable than Groups Five and Six. Please see Segment Analysis Table 5 below for details.

Segment Analysis Table 5 Please rate how much you agree with each of the following statements

about pay and benefits

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

My retirement plan is adequate. 5.30 5.37 4.72 5.58 3.86 3.00 The premiums I pay for insurance coverage is reasonable.

3.65 4.62 4.37 5.42 4.12 2.70

My vacation and sick leave is adequate. 6.55 6.37 6.11 6.50 5.56 5.45 My health insurance coverage is adequate. 5.25 5.41 4.32 5.31 3.54 2.62 I am satisfied with my benefit package. 5.35 5.52 4.47 6.07 3.70 4.06

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54 Lighthouse Research & Development, Inc. September 2011

As shown in Segment Analysis Table 6, generally speaking, Groups Four, Five, and Six were more agreeable with specific statements about communications, while Groups Two and Three were less agreeable.

Segment Analysis Table 6 Please rate how much you agree with each of the following statements

about communications

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

The information I receive from other departments and committees is adequate.

4.50 3.00 3.57 4.93 4.21 4.64

The Executive Leadership Team communicates the information that I need to know about the Library.

2.95 1.75 2.09 4.43 3.23 3.40

Organization policies are clearly communicated. 3.10 2.71 3.05 5.06 3.80 4.04 I receive the information and communication I need to do my job effectively.

4.15 4.19 4.07 5.67 5.25 5.80

I have a clear understanding of what is expected of me. 4.55 4.86 4.98 5.80 5.74 5.98 The Executive Leadership Team encourages open and honest communication.

2.90 1.57 2.00 4.21 2.94 3.12

When asked to rate how much they agree with specific statements about concern for employees, Groups Four, Five, and Six were generally more agreeable with:

x “The Executive Leadership Team cares about the staff and volunteers.” x “I feel I have job security.”

Segment Analysis Table 7

Please rate how much you agree with each of the following statements about concern for employees

.

Group One

Group Two

Group Three

Group Four

Group Five

Group Six

The Executive Leadership Team cares about the staff and volunteers.

3.25 1.86 2.28 3.82 3.53 3.67

I feel I have job security. 4.05 3.11 3.33 5.50 4.37 4.77

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Lighthouse Research & Development, Inc. September 2011 55

Segment Analysis by Library Location For this portion of the analysis, differences between The Main Library Employees and Branch Employees were examined. As is displayed in Segment Analysis Table 8 below, when asked to rate how much they agree or disagree with various statements regarding their immediate supervisor or manager, branch employees, on average, were more agreeable than The Main Library employees with the following statements:

x My immediate supervisor/manager handles situations timely and effectively

x My immediate supervisor/manager provides me with timely and helpful feedback

x My immediate supervisor/manager is a good leader x The evaluation of my job performance was useful in helping me improve

my work performance x I get clear instructions from my immediate supervisor/manager

Segment Analysis Table 8

Please rate how much you agree with each of the following statements about your immediate supervisor or manager

.

The Main Library A Branch

My immediate supervisor / manager handles situations timely and effectively. 5.76 6.30

My immediate supervisor / manager provides me with timely and helpful feedback. 5.77 6.32

My immediate supervisor/manager is a good leader 5.79 6.30 The evaluation of my job performance was useful in helping me improve my work performance 6.10 6.51

I get clear instructions from my immediate supervisor/manager 5.82 6.34

On average, branch employees (6.00 average mean) were more satisfied with their immediate supervisor/manager than were The Main Library employees (5.64). When asked to rate the importance of various library services, branch employees (6.57 average mean) found “circulation” to be more important than did The Main Library employees (6.12).

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Internal Employee Survey Report Prepared for Salt Lake City Public Library System

56 Lighthouse Research & Development, Inc. September 2011

As is illustrated in Segment Analysis Figure 8 below, when asked to rate how much they agree with various statements regarding communications, branch employees, on average, were more agreeable than The Main Library employees.

2.79

2.97

3.64

4.16

5.21

5.81

6.23

6.34

6.39

6.10

6.19

2.57

2.80

3.54

4.02

4.74

5.18

5.56

5.57

5.62

5.67

5.76

1.00 2.00 3.00 4.00 5.00 6.00 7.00

The Executive Leadership Team encourages open and honest

communication

The Executive Leadership Team communicates the information that I need to

know about the Library

Organization policies are clearly communicated

The information I receive f rom other departments and committees is adequate

* I receive the information and communication I need to do my job

ef fectively

* I have a clear understanding of what is expected of me

* My supervisor keeps me informed about matters af fecting me

* I am satisf ied with the communication I receive f rom my supervisor about my

performance throughout the year

* My immediate supervisor/manager encouraged and provides open and honest

communication

* There is good communication among members of my department

* I get clear instructions f rom my supervisor

Segment Analysis Figure 8Agreement with Statements About Communications

Compared by Library LocationBased on a seven-point rating scale

Siginificant Differences Marked With An Asterisk*

Main Library A Branch

Page 58: Salt Lake City Library Employee Survey

Internal Employee Survey Report Prepared for Salt Lake City Public Library System

Lighthouse Research & Development, Inc. September 2011 57

As is displayed in Segment Analysis Table 9 below, when asked to rate how much they agree with various statements regarding concern for employees, branch employees, on average, were more agreeable than The Main Library employees with the following statements:

x My immediate supervisor/manager cares about the staff and volunteers x My immediate supervisor/manager responds to my problems in a fair

manner

Segment Analysis Table 9 Please rate how much you agree with each of the following statements

about your concern for employees

.

The Main Library A Branch

My immediate supervisor/manager cares about the staff and volunteers 5.97 6.57

My immediate supervisor/manager responds to my problems in a fair manner 5.84 6.39

Page 59: Salt Lake City Library Employee Survey

Internal Employee Survey Report Prepared for Salt Lake City Public Library System

58 Lighthouse Research & Development, Inc. September 2011

Overall Satisfaction Regression Analysis

An additional analysis was run to determine which aspects of respondents’ immediate supervisor or manager contributes the most to the overall satisfaction with their immediate supervisor or manager.

The aspects listed in the table below were found to be significant contributors to respondents’ overall satisfaction with their immediate supervisor or manager. The significant aspects are listed in order of significance. The Beta values are also listed below, which can be seen as a measurement of how much that aspect impacts respondents’ overall satisfaction.

Statistically Significant Aspects Beta

1 – I trust my immediate supervisor/manager .418

2 – My immediate supervisor/manager is a good leader .327

As is seen in the tables above, the top aspect that affects respondents’ overall satisfaction with their supervisor/manager was the fact that they “trust their immediate supervisor/manager.” Another aspect that had a significant influence on respondents’ overall satisfaction with their supervisor/manager was that their “immediate supervisor/manager is a good leader.”