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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
A comprehensive approach of the actions implemented after the 2009 LibQUAL+ survey in the university libraries of the French speaking community of Belgium
Dr Frédéric Brodkom / UCL Library of science and technologyfor CIUF Commission Interuniversitaire de la Communauté
française«
Commission Bibliothèques
»
La mesure des actions entreprises pour répondre aux attentes des usagers suite à
l’enquête LibQUAL+ dans les bibliothèques universitaires
francophones de Belgique
Adaptation de la présentation faite à
l’atelier LibQUAL de la 9th Northumbria Conf 2011 York
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Valid responses % participation
(total students, acad.
& research staff)
Nbr comments
UCL 2.878 11,04 % 956
ULB 2.053 8,29 % 840
ULg 1.829 9,93 % 676
Total 6.760 9,59 %
Communauté
française de Belgique devenueFédération Wallonie-Bruxelles Aide financière et budgetArts et cultureBelgique, Europe et InternationalCinéma, médias et nouvelles technologiesEnfance et jeunesseEnseignement, formation et rechercheFonction publique et administrationLégislation, documentation et publicationsSantéSites, bâtiments et architectureSociétéSport
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
UCL + ULB + ULG UCL
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
3
4
5
6
7
8
9AS-6 attentif
AS-5 compétent
AS-4 disponible
AS-3 courtois
AS-2 servi perso
AS-1 confiance
LP-5 groupe
LP-4 espace
LP-3 confort
LP-2 esp. indiv.
LP-1 locaux étuderevues IC-8
autonome IC-7
repèrage IC-6
équip. info IC-5
numérique IC-4
papier IC-3
libellule IC-2
accès e- IC-1
fiable AS-9
aider AS-8
comprend AS-7
UCL/BST - 2009 - Enseignant et chercheur (n = 99) SATISF. 6,95 Perceived Greater Than Desired
Perceived Less Than Desired
Perceived Greater Than Minimum
Perceived Less Than Minimum
3
4
5
6
7
8
9UF-5 PIB
UF-4 s
UF-3 formationscatalogue UF-2
oraires UF-1
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Journée de réflexion sur les résultats de l’enquête LibQUAL+Rencontre avec le Corta‐BIULPrésentation dans les diverses Commissions de bibliothèquePrésentation au Comité
de Réflexion et d’ImpulsionRapport de synthèse aux autorités via le Conseil des bibliothèques
Secteur des sciences humainesFaculté
de droit et de criminologie (DRT)Faculté
des sciences économiques, sociales, politiques et de communication (ESPO)Louvain School of Management (LSM)Faculté
de philosophie, arts et lettres (FIAL)Faculté
de psychologie et des sciences de l'éducation (PSP)Faculté
de théologie (TECO)
Secteur des sciences de la santéFaculté
de pharmacie et des sciences biomédicales (FASB)Faculté
des sciences de la motricité
(FSM)Faculté
de santé
publique (FSP)Faculté
de médecine et médecine dentaire (MEDE)
Secteur des sciences et technologiesFaculté
d'ingénierie biologique, agronomique et environnementale (AGRO)Ecole Polytechnique de Louvain (EPL)Faculté
d'Architecture, d'Ingénierie architecturale, d'Urbanisme (LOCI)Faculté
des sciences (SC)
BDRT
BSPO
BFLTBISPBPSPBTEC
BSS
BST
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
25 AS-3 0,12 ULB Library team
Training for the front-desk team : welcome users, verbal and non- verbal communication, conflict management, RPGs,
Specialized consultant CFIP
Current Current
Improve the psychosolociologic competences of librarians and their ability to control difficult situations
Not measuredTwo-days for each librarian
Cost of private consultant
1 IC-3 0,15 UCL- BST All 25% increase in the budget to
purchase booksUser comittee
January 2010 Current Avoid deniying
relevant requestsMore requests from students Very low 5,000 EUR /
year
13 IC-5 0,21
ULg- BGPhL, Graulic h
All users (in library)
Installation of 90 electric outlets for laptop in complement to WIFI
University technical services
March 2010
Augustus 2011
Improoving the quality of working conditionsa nd allowing the easy use of laptop,
Actually only 14 outlets are installed (difficulties due to the presence of users and the necessity to preserve quitness)
Unknow Unknow
32 LP-2 -1,10 ULB Student s
Restriction of access to non-ULB students during periods of examinations
No January 2011 Current
Reducing during critical periods the anarchic use of spaces in libraries by other public than ULB students in order to reduce noise
Places were freed and the tension between students decreased
Low, control have to be donne by librarians
No direct financial costs
Item Q Ad. Gap Library User Description Partners Start date End date Expected results Observed changes Human
costFinancial cost
7 LP-5 -0,95
ULg- Graulic h, BGPhL
Student s
Planning of allocation of rooms for group works modified in response to the survey.
University technical services
September 2011 Current
In BGPhL, a new space for sept. 2011 and two projects for 2012 and 2013 in the central library
To early to observe change Low Unknow
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Item Q Ad. Gap Library User Description Partners Start date End date Expected results Observed changes Human
costFinancial cost
5 LQ-5 -0,96 UCL- BPSP
Acade mic staff
New ILL service for resources abroad for faculty members UCL-BST Summer
2009 Current
Quickly find scientific papers out of Belgium at the demand of users
Increase of demand and satisfaction of users
0,1 ETP Very low
2 LQ-4 0,26 UCL- BST
Student s
Creation of a participation council of students
Student associations
November 2009 Current
Foster communication and enhance suggestions
Better participation of students to library management
24 h/year 180 EUR/year (lunch)
33 LQ-1 -1,19 UCL- BDRT
Student s
Opening hours : extension with late closing hours during examination periods
No April 2010 June 2010
Answer the insistent request of extension of opening hours for the study in library
Satisfaction of student. The experience hasn't been continued in 2011 due to the lack of budget for personnal and watching
Important Low
30 LP-5 -1,06 ULB Student s
New community spaces for group works in the library (pilote project during one academic year)
University technical services
December 2009 Current
Reduce the noise in quiet zones for studies and research
Due to excessive noises, soundproof equipement have to be installed to improve the quality of this measure.
Low Important cost
14 LP-3ULg- Germa nique
All users (in library)
Improvement of the heating system
University technical services
AnnouncedDecember 2011
Make the library more welcoming and comfortable at the request of users
To early Unknow Unknow
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Affect of service (8)AS1 Employees who instill confidence in users
AS2 Giving users individual attention
AS3 Employees who are consistently courteous
AS4 Readiness to respond to users' questions
AS5Employees who have the knowledge to answer user
questions
AS6 Employees who deal with users in a caring fashion
AS7 Employees who understand the needs of their users
AS8 Willingness to help users
AS9 Dependability in handling users' service problems
1
1
2
1
1
3
0.73
0.12
0.22
0.29
0.33
0.17
0.15
‐0.05
0.01
Nbr Ad.g. GBLF
0.12
0.12
‐0.73 ‐0.53 ‐0.11
LQ3The library organise visits and learning sessions that I
need
LQ4The library is open to suggestions and new needs of
users 3
0.55
‐0.04 ? 0.13 0.26
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Library as a place (13)
LP1 Library space that inspires study and learning
LP2 Quiet space for individual activities
LP3 A comfortable and inviting location
LP4 A getaway for study, learning, or research
LP5 Community space for group learning and group study
3
2
1
5
‐0.31
‐0,46
0.16
0.03
‐0.76
?
?
‐0.36
‐0.05
‐1.10
0.23
‐0.70
0.83
‐0.70 ‐0.95 ‐1,06
LQ1 Opening hours suit me 2 ‐0.15 ‐1.19 ‐0.35
Nbr Ad.g. GBLF
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Information control (19)
IC1Making electronic resources accessible from my
home or office
IC2A library Web site enabling me to locate information
on my own
IC3 The printed library materials I need for my work
IC4 The electronic information resources I need
IC5Modern equipment that lets me easily access needed
information
IC6Easy‐to‐use access tools that allow me to find things
on my own
IC7Making information easily accessible for independent
use
IC8Print and/or electronic journal collections I require for
my work
2
2
4
1
3
2
‐0.28
0.11
‐0.31
‐0.05
0.05
‐0,07
0.20
‐0.09
‐0.31
0.17
‐0.26
0.21
‐0.07
0.12
?
?
‐0.26
?
?
0.15
?
?
LQ2The library catalogue help me to find easily the
printed and electronic documents available in my
institution
LQ5A (ILS) service help me to find easily and rapidly the
documents not present in my institution
1
4
0.00
‐0.40
0.11
‐0.96 ‐0.29 ‐0.29 0.15
Nbr Ad.g. GBLFD D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
47 %
20 %
33 %
31
1
32
1
5
2
2
4
13 2
3
24
1
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Librarymarketing
Teammanagement
Collectiondevelopment
Technicalissue
Libraryorganisation
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Affect of serviceAS‐8 Willingness to help users :AS‐3 Employees who are consistently courteous
4x
Coaching of the front‐desk teams : how to be more proactive, avoiding conflict, communication2x New design of reception desks in order to facilitate contact between staff and users
LQ‐4 The library is open to suggestions and new needs of users :2x Meeting the users : committee of students, mid‐day lunches with academic/researchSocial networks : new Facebook, Twitter and Wiki accounts and web site
AS‐5 Employees who have the knowledge to answer user questions :Learning session of staff about the library : content, new generation, ebooks, etc.
Librarymarketing
Teammanagement
Libraryorganisation
Collectiondevelopment
Technicalissue
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Library as a place
LP‐5 Community space for group learning and group study :5x New collaborative or individual spaces and small rooms for group
work
LP‐2 Quiet space for individual activities :LP‐4 A getaway for study, learning, or research :
New oculus in doors to preserve quietness of individual locals2x Demarcated areas for quiet and group study, Silent Room,
zone of mobile phone tolerance, etc.)Restriction of access of external public during examination period
LQ‐1 Opening hours suit me :2x Extension of opening hours during examination periods
LP‐3 A comfortable and inviting location :Improvement of heating systemRevised schedules for cleaning and waste sorting
Librarymarketing
Teammanagement
Libraryorganisation
Collectiondevelopment
Technicalissue
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
Information controlIC‐1 Making electronic resources accessible from my home or office :
New service of electronic copy delivering of ancient articleCommunication on VPN
IC‐3 The printed library materials I need for my work :2x Increase of budgets : 25 %, special budget for specialized books, etc.
IC‐2 A library Web site enabling me to locate information on my own
:LQ‐2 The library catalogue help me to find easily the printed and electronic documents available
Complete overhaul of library web siteNew databases for documentary researchRetrospective cataloguing accelerated
IC‐5 Modern equipment that lets me easily access needed informationInstallation of 90 electric outlets for laptop in complement to WIFI
IC‐6 Easy‐to‐use access tools that allow me to find things on my own :IC‐7 Making information easily accessible for independent use
3x New signage of collectionsDevelopment of a guide for users with practical information to access to resourcesDevelopment of RFID system for automatic check‐in/out
LQ‐5 : A (ILS) service help me to find easily and rapidly the documents not present in my institution :New ILL service for resources abroad2x New web site and ordering system for a better use of ILL serviceCampaign of promotion of existing ILL services Library
marketing
Teammanagement
Libraryorganisation
Collectiondevelopment
Technicalissue
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
The technical arrangements
represents one third of post‐Libqual projects
reported by libraries. As most of our libraries are located in (old and) not
suited buildings in regard of the needs of the Y&Z generations, the results have
allowed to comfort projects and, sometimes, the negative results
has been
used to convince authorities.
BST in 2012 > BST 2014 Relocation project
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
The importance of library marketing
(meeting with users, quality of
information, social networks, …) and the necessity of a better organisation in
libraries
are both marked by the investment of librarians : each one
represents one project on five.
BST “Sweeping the library”
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
BST “Sweeping the library”
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
BST “Sweeping the library”
D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D
Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
There are relatively little actions in terms of technical and psychosocial skills
of staff
and limited investments in documentary resources. One action on ten
each one.
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
As manager (a personal view), it’s not always easy to confront individuals with
their difficulties, particularly those who have to change their habits.
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
And it’s certainly so difficult to obtain recurrent funding for print and electronic
resources.
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Dr Frédéric Brodkom UCLouvain / Library of science and technology
Actions implemented after the 2009 LibQUAL+ survey
LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24
LIBQUAL+ projects in the university libraries of the French speaking community of
Belgium
LibQUAL+®
Lite
Spring 2013 UCL Participation expected : from 11% (2009) to 15% (2013) Goal : increasing the motivation of librarians and colleagues Analyse of the evolution 2009 > 2013 and of the real impacts of
positive actions
Consortium : certainly UCL (+FUCAM), very probably ULg, ULB … and others
(observer in our Consortium of 2009) : FUNDP, AB Gx, FUSL, U Mons. PBworks
LibQUAL
Belge
with all data and information collected since 2008
Active with LibQUAL
France (our French version has been chosen by vote at the end
of the 2010 summer).
Thank [email protected]
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