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8/20/2019 Using MISO Results to Improve Library and IT Services (271910255)
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Interpreting, Editing, andCommunicating MISOSurvey Results
Fred Folmer
Research & Instruction Librarian / Special Projects Coordinator, Connecticut College
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8/20/2019 Using MISO Results to Improve Library and IT Services (271910255)
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Quantitative Web-based survey helping
libraries/technology organizations in highereducation evaluate their services Stands for Measuring Information ServiceOutcomes
Nonprofit survey provider, based at Bryn Mawr
College In 2014, approximately 40 institutionsparticipated
What is MISO?
8/20/2019 Using MISO Results to Improve Library and IT Services (271910255)
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Asks about satisfaction with, and importance of,numerous services provided by libraries and
information technology organizations Rates service providers on whether they areresponsive, reliable, knowledgeable and friendly.
Asks how well informed respondents feel aboutvarious topics
Asks what skills respondents would beinterested in learning
Students: what devices owned; whether they’reused for academic or personal purposes
What does MISO measure?
8/20/2019 Using MISO Results to Improve Library and IT Services (271910255)
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Lots of data! Different results for different populations Longitudinal, comparative
Sifting through it Communication issues, especially within a
merged organization
Questions/issues to be
explored
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Top 10, Satisfaction,
Faculty,2014
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Top 10, Importance,
Faculty,2014
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Before drawing a conclusion or getting toofar, it’s wise to: Look at the actual numbers — are technumbers really problematic, or are they justlower than library numbers? By how much?
Consider some of the differences betweentechnical support services and library services.
This is especially true in a mergedorganization.
Take all of this in prior to communicatingconclusions.
Conclusions?
8/20/2019 Using MISO Results to Improve Library and IT Services (271910255)
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Respondents could rate satisfaction of servicesas “Dissatisfied” (1), “somewhat dissatisfied”(2), “somewhat satisfied” (3) or “satisfied” (4)
More than 98 percent of the services received a
mean satisfaction of 3, or at least “somewhatsatisfied,” from all constituencies: faculty, staffand students
Very high levels of satisfaction
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Respondents asked to consider whether they
thought staff in various IS areas (archives,circulation, reference, instr. tech., computer support,phone support, IT Service Desk) were: Responsive Reliable Knowledgeable Friendly
Some differences among areas, but majority agree.
Overall perceptions of staff werevery positive
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Student perceptions ofreference staff
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Student perceptions of ITService Desk staff
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What we communicated:All staff areas received average scoreof more than 3 out of 4 (or
“somewhat agree”) that criteria weremet,across all respondent populations.
Overall perceptions of staff(cont’d.)
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Comparing satisfaction
withimportance
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Relatively high importance/relatively low
satisfaction quadrant, faculty
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Use past results for longitudinal data Do-it-yourself MISO’s results (has advantages anddisadvantages)
Combinations of results from different
questions in the survey MISO’s tool to compare results with otherinstitutions
Combinations of all the above!
Other ways to discern patterns
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Among faculty, mean satisfaction with wireless
performance improved over 2012 by 3.38percent
Among students, mean satisfaction withwireless performance improved over 2012 by6.84 percent
Among staff, mean satisfaction for the ITService desk improved by 11.67 percent
Several areas of tech serviceimprovement over time
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OVER TIME:Faculty and students rated importance of digitalimage collections higher than in 2012. Faculty mean score increased 9.21 percent Student mean score increased 9.28 percent
CROSS-INSTITUTIONAL:Faculty and students mean scores for importance of
digital images were higher than those of peerinstitutions. Faculty means of 2.62 versus 2.3, respectively Student means of 2.59 versus 2.23
Increased importance for digitalimage collections
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Faculty, staff and students named information security as
an area about which they felt least informed. Respondentswho said they felt either “not informed” or only“somewhat informed” included:
71.19 percent of faculty
70.39 percent of staff 74.83 percent of students
Several indicators point towardinformation security awarenessas an area for attention
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Other related categories, about whichmajorities of respondents said they wereeither “not informed” or “somewhatinformed”: Computer viruses and spyware Technology-related privacy issues Data backup
Information securityawareness, cont’d.
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42 percent of students and 39 percent of staffsaid they never back up their data.
The most common answer for those who backup their data was “once or twice” a semester.
Majorities either “interested” or “veryinterested” in learning more about data backup:
57.69 percent of students 60.59 percent of staff 64.41 percent of faculty
Data backup also possiblyan area for attention
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CURRENT QUESTIONS:Majorities interested in learning more about: Technology in meeting spaces/classrooms Our learning platform (Moodle)
OVER TIME: 11.62 percent increase over 2012 in faculty interest inclassroom technology
ACROSS INSTITUTIONS:Higher mean scores than peer group in: Interest in learning about Moodle Importance of instructional technology support Interest in learning about technology in meeting spacesand classrooms
Greater faculty interest in
instructionaltechnology
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Issued preliminary report to IS Committee(made up of faculty and selected IS staff) Issued similar report to leadership team oflibrary and IT directors
Some items (printing services, wireless)
incorporated into strategic goals for thefollowing year
Communication strategies, spring 2014
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Issued revised/final report to IS staff at all-ISmeeting “Good news,” trends
Final report to IS Committee; detailed reports
on website
Communication strategies, fall 2015
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Be thorough when interpretingnumbers Don’t just settle for a first impression
Be prudent about what’s shared
and with whomLook for trends and aggregations
Communication tips