Overview of LibQual+ for Library Staff

The LibQual+ Survey @ CUL Assessment Working Group Jeff Carroll Joanna DiPasquale Joel Fine Andy Moore Nick Patterson Jennifer Rutner Chengzhi Wang Damon Jaggars, AUL C&S January 14, 2009 Columbia University Libraries Assessment Forum

What is LibQual+?

LibQual+ is an online survey developed by the Association of Research Libraries (ARL) to measure user perceptions of library service quality .

What is LibQual+?

22 core survey items

Library as Place

Affect of Service

Information Control

Comment box

5 additional “local” items

What is LibQual+?

Users rate each item three times, on scales of 1-9:

Minimum level of acceptable service

Desired level of service

Actual/perceived level of services provided

Comments can be about anything the user wants to tell us.

Library as Place

This category addresses aspects of our physical library spaces.

“ Library space that inspires study and learning.” “ Quiet space for individual activities.”

Affect of Service

Questions in this category refer to the “personal touch” staff add to the library.

“ Giving users individual attention.” “ Employees who understand the needs of their users.”

Information Control

These questions are about users access to and use of physical and electronic information at the library.

“ A website enabling me to locate information on my own.” “ The journals I require for my work.”

Why LibQual+?

Increasing need for accountability

Information for planning/trend analysis

Peer institution comparisons

Marketing/relationship building

Improve library services!

Valid, tested reliable instrument

The Staff Perspective

LibQual+ is not about criticism.

LibQual+ is a great opportunity to learn more about library users and maintain the Libraries’ relevance on campus.

The Details

When: Feb. 16 - 23, 2009

Who: ALL Morningside campus faculty, enrolled students, and CUL/IS staff

How: A link to the survey will be emailed to eligible participants

The Goodies

First prize: 1 flat screen TV

Runners-up: $25 gift cards for Amazon.com

**CUL/IS staff are not eligible for incentives.

LibQual+ Website www.columbia.edu/library/survey

Provides links to:

The LibQual+ Survey (UNI login required)

FAQ about LibQual+

Results of 2003 and 2006 LibQual+ surveys

Other feedback mechanisms for library users who do not have a valid UNI, such as “Suggestions”

2006 LibQual+ Results

LibQual+ scores tell us about our users priorities, what they think we are good at, and areas where we could improve.

LibQual+ Scores

Superiority Gap

Adequacy Gap

Desired Minimum Perceived

2006 Priorities: Highest “Desired” Scores Faculty Priorities Graduate Priorities Undergraduate Priorities Print and/or electronic journal collections I require for my work Making electronic resources accessible from my home or office A library Web site enabling me to locate information on my own A library Web site enabling me to locate information on my own Print and/or electronic journal collections I require for my work Making electronic resources accessible from my home or office Making electronic resources accessible from my home or office A library Web site enabling me to locate information on my own Modern equipment that lets me easily access needed information

2006 Top Performing Areas Highest “Perceived” Scores Faculty Top Areas Graduate Top Areas Undergraduate Top Areas Making electronic resources accessible from my home or office Easy-to-use access tools that allow me to find things on my own Print and/or electronic journal collections I require for my work The electronic information resources I need Making information easily accessible for independent use Making electronic resources accessible from my home or office Print and/or electronic journal collections I require for my work Modern equipment that lets me easily access needed information Readiness to respond to users' questions

Weaknesses 2006 : Furthest from Meeting Users’ Desired Expectations Faculty Weaknesses Graduate Weaknesses Undergraduate Weaknesses Dependability in handling users' service problems Library space that inspires study and learning Quiet space for individual activities A library Web site enabling me to locate information on my own Quiet space for individual activities Library space that inspires study and learning Employees who instill confidence in users A library Web site enabling me to locate information on my own A library Web site enabling me to locate information on my own

Weaknesses 2006: Does Not Meet Or Barely Meets Users’ Minimum Needs Faculty Weaknesses Graduate Weaknesses Undergraduate Weaknesses Dependability in handling users' service problems Quiet space for individual activities Quiet space for individual activities A library Web site enabling me to locate information on my own Library space that inspires study and learning Making information easily accessible for independent use Print and/or electronic journal collections I require for my work Print and/or electronic journal collections I require for my work Library space that inspires study and learning

The Big Picture Tool