0
LibQual+ 2009
What our users really think of library services.
Response: Representativeness
Response by status across
the University matches the
population distribution
very closely.
Gr...
Representativeness 2003|6|9
2003 2006 2009
Undergrad Population 34.85% 34.86% 32.38%
Undergrad Response 35.12% 24.82% 40.0...
Response: Representativeness
Response by discipline
across the University
matches the population
distribution nearly
perfe...
Response Rate
18.52%
of the total population
What does LibQual measure?
Affect of Service
personal touch, customer service
Information Control
scope of and access to p...
LibQual+ Scores
Minimum
The lowest service
level the user can
accept
Desired
The level of
service the
user wants
Perceived...
Reading LibQual+ Charts
Desired
Minimum
Perceived/Reality Zone of Tolerance
Superiority
Gap
Adequacy
Gap
Overall: faculty, grads, undergrads
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6...
Overall: faculty, grads, undergrads
• No red!
• No green. 
• Overall, we are meeting our users minimum
expectations for s...
Faculty
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP...
Faculty
Information Control is a major issue for faculty
and researchers.
We are not meeting minimum expectations for
Info...
Graduate Students
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP...
Graduate Students
Library as Place is very important to graduate
students.
Needs for Library space that inspires study and...
Undergraduates
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 ...
Undergraduates
Undergrads are generally satisfied with library
services.
We are not meeting expectations with regards
to C...
Library Staff
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 L...
Library Staff
Library staff aren’t satisfied with:
• IC-2: A library Web site enabling me to locate information on my own
...
User Priorities
Highest desired mean scores
Faculty Graduate Undergraduate
1 Making electronic
journals available from
my ...
Weaknesses
Furthest from meeting desired expectations
Faculty Graduate Undergraduate
1 A library website enabling
me to lo...
Weaknesses
Not meeting minimum expectations
Faculty Graduate Undergraduate
1 Print and/or electronic
journals I require fo...
DM Scores
How close are we to meeting desired expectations?
LQ
Question
“DM” Score Priority
Ranking
AS-2 47.11% 22
AS-1 39...
2003|6|9
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 I...
2003|6|9
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 I...
2003|6|9
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
AS-1
AS-2
AS-3
AS-4
AS-5
AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7
I...
“Local” Questions
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
Faculty Graduate Undergraduate
Providing help when and where I need it
“Local” Questions
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
Faculty Graduate Undergraduate
Making me aware of library services
“Local” Questions
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
Faculty Graduate Undergraduate
Availability of subject specialist assist...
“Local” Questions
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
Faculty Graduate Undergraduate
Ability to navigate library Web pages eas...
“Local” Questions
4
4.5
5
5.5
6
6.5
7
7.5
8
8.5
9
Faculty Graduate Undergraduate
Access to archives, special collections
Comment Trends
• Circulation
• CLIO
• Collections
• Customer Service
• Delivery
• E-resources
• Film
• Food + drink
• Gene...
Next steps
Summer 2009: Each
library will receive a
site-specific packet:
• LQ data for your library
• LQ comments for you...
More information
CUL Assessment Center: LibQual+ 2009
https://www1.columbia.edu/sec/cu/libraries/staffweb/adm/assessment/r...
Questions?
jenrutner@columbia.edu
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Transcript of "Columbia University Libraries LibQUAL+ 2009 "

  1. 1. LibQual+ 2009 What our users really think of library services.
  2. 2. Response: Representativeness Response by status across the University matches the population distribution very closely. Greatest difference: 8% This is representative data! http://www.libqual.org/documents/admin/Representativeness.pdf Status % of responses % of population Undergraduates 40.03% 32.38% Graduates 53.21% 55.21% Faculty 6.78% 12.40%
  3. 3. Representativeness 2003|6|9 2003 2006 2009 Undergrad Population 34.85% 34.86% 32.38% Undergrad Response 35.12% 24.82% 40.03% Graduate Population 59.62% 59.70% 55.21% Graduate Response 34.71% 29.43% 53.21% Faculty Population 5.52% 5.53% 12.40% Faculty Response 30.16% 45.74% 6.78% Red = greater than 10% difference between population and response.
  4. 4. Response: Representativeness Response by discipline across the University matches the population distribution nearly perfectly. Greatest difference: 5% This is representative data! http://www.libqual.org/documents/admin/Representativeness.pdf
  5. 5. Response Rate 18.52% of the total population
  6. 6. What does LibQual measure? Affect of Service personal touch, customer service Information Control scope of and access to print and e-collections Library as Place the physical libraries and study spaces
  7. 7. LibQual+ Scores Minimum The lowest service level the user can accept Desired The level of service the user wants Perceived/Reality Where the user perceives the library service is today
  8. 8. Reading LibQual+ Charts Desired Minimum Perceived/Reality Zone of Tolerance Superiority Gap Adequacy Gap
  9. 9. Overall: faculty, grads, undergrads 4 5 6 7 8 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall Responses
  10. 10. Overall: faculty, grads, undergrads • No red! • No green.  • Overall, we are meeting our users minimum expectations for service in all three areas. (Adequacy gaps: 0.02 – 0.79)
  11. 11. Faculty 4 5 6 7 8 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 LQ2009 Faculty Overall Scores
  12. 12. Faculty Information Control is a major issue for faculty and researchers. We are not meeting minimum expectations for Information Control and Dependability in handling users service problems.
  13. 13. Graduate Students 4 5 6 7 8 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 LQ2009 Graduate Student Overall Scores
  14. 14. Graduate Students Library as Place is very important to graduate students. Needs for Library space that inspires study and learning & Quiet space for individual activities are not being met.
  15. 15. Undergraduates 4 5 6 7 8 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 LQ 2009 Undergraduate Overall Scores
  16. 16. Undergraduates Undergrads are generally satisfied with library services. We are not meeting expectations with regards to Community space for group learning and group study.
  17. 17. Library Staff 4 5 6 7 8 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 LQ2009 Library Staff Overall Scores
  18. 18. Library Staff Library staff aren’t satisfied with: • IC-2: A library Web site enabling me to locate information on my own • LP-2: Quiet space for individual activities • IC-5: Modern equipment that lets me easily access needed information • 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 • LP-4: A getaway for study, learning, or research • IC-3: The printed library materials I need for my work
  19. 19. User Priorities Highest desired mean scores Faculty Graduate Undergraduate 1 Making electronic journals available from my home or office Making electronic journals available from my home or office Making electronic journals available from my home or office 2 Print and/or electronic journals I require for my work Print and/or electronic journals I require for my work A library website enabling me to locate information on my own 3 A library website enabling me to locate information on my own The electronic information resources I need Modern equipment that lets me easily access needed information
  20. 20. Weaknesses Furthest from meeting desired expectations Faculty Graduate Undergraduate 1 A library website enabling me to locate information on my own Library space that inspires study and learning Community space for group learning and group study 2 Easy-to-use access tools that allow me to find things on my own Quiet space for individual activities Library space that inspires study and learning 3 Library space that inspires study and learning A comfortable and inviting location Making electronic resources available from my home or office
  21. 21. Weaknesses Not meeting minimum expectations Faculty Graduate Undergraduate 1 Print and/or electronic journals I require for my work Quiet space for individual activities Community space for group learning and group study 2 A library website enabling me to locate information on my own Library space that inspires study and learning Quiet space for individual activities 3 The printed library materials I need for my work Community space for group learning and group study Easy-to-use access tools that allow me to find things on my own
  22. 22. DM Scores How close are we to meeting desired expectations? LQ Question “DM” Score Priority Ranking AS-2 47.11% 22 AS-1 39.54% 21 AS-4 38.15% 15 AS-8 36.41% 17 AS-7 33.58% 18 AS-6 32.72% 19 AS-5 30.00% 13 AS-9 26.71% 16 AS-3 24.48% 14 IC-4 22.21% 4 IC-7 21.65% 7 LQ Question “DM” Score Priority Ranking IC-3 20.08% 12 IC-1 18.48% 1 LP-4 17.32% 10 IC-5 14.80% 6 IC-8 14.40% 2 LP-3 13.74% 9 IC-6 11.32% 5 IC-2 9.59% 3 LP-5 3.19% 20 LP-1 1.48% 8 LP-2 0.10% 11
  23. 23. 2003|6|9 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Longitudinal Minimum Scores 2003 2006 2009
  24. 24. 2003|6|9 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Longitudinal Desired Scores 2003 2006 2009
  25. 25. 2003|6|9 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 2009 2006 2003 Longitudinal Perceived Scores
  26. 26. “Local” Questions 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 Faculty Graduate Undergraduate Providing help when and where I need it
  27. 27. “Local” Questions 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 Faculty Graduate Undergraduate Making me aware of library services
  28. 28. “Local” Questions 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 Faculty Graduate Undergraduate Availability of subject specialist assistance
  29. 29. “Local” Questions 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 Faculty Graduate Undergraduate Ability to navigate library Web pages easily
  30. 30. “Local” Questions 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 Faculty Graduate Undergraduate Access to archives, special collections
  31. 31. Comment Trends • Circulation • CLIO • Collections • Customer Service • Delivery • E-resources • Film • Food + drink • General • Hours • Instruction • Marketing/Outreach • “More” • Not-on-shelf • Study Spaces: – Atmosphere – Types – Seating – Environment – Enforcement – Library access • “grad vs. undergrad” • Policies • Technology • Website
  32. 32. Next steps Summer 2009: Each library will receive a site-specific packet: • LQ data for your library • LQ comments for your library • Summary • Guidelines for an action- plan Organizational response: What do we do now?
  33. 33. More information CUL Assessment Center: LibQual+ 2009 https://www1.columbia.edu/sec/cu/libraries/staffweb/adm/assessment/results.html
  34. 34. Questions? jenrutner@columbia.edu
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