The LibQual+ Survey @ CUL Assessment Working Group Jeff Carroll  Joanna DiPasquale Joel Fine Andy Moore  Nick Patterson  J...
What is LibQual+? <ul><li>LibQual+ is an online survey developed by the Association of Research Libraries (ARL) to  measur...
What is LibQual+? <ul><li>22 core survey items </li></ul><ul><ul><li>Library as Place </li></ul></ul><ul><ul><li>Affect of...
What is LibQual+? <ul><li>Users rate each item three times, on scales of 1-9: </li></ul><ul><ul><li>Minimum level of accep...
Library as Place <ul><li>This category addresses aspects of our physical library spaces. </li></ul>“ Library space that in...
Affect of Service <ul><li>Questions in this category refer to the “personal touch” staff add to the library. </li></ul>“ G...
Information Control <ul><li>These questions are about users access to and use of physical and electronic information at th...
Why LibQual+? <ul><li>Increasing need for accountability </li></ul><ul><li>Information for planning/trend analysis </li></...
The Staff Perspective <ul><li>LibQual+ is not about criticism. </li></ul><ul><li>LibQual+ is a great opportunity to learn ...
The Details <ul><li>When:  Feb. 16 - 23, 2009 </li></ul><ul><li>Who:   ALL  Morningside campus faculty, enrolled students,...
The Goodies <ul><li>First prize: 1 flat screen TV </li></ul><ul><li>Runners-up: $25 gift cards for Amazon.com </li></ul><u...
LibQual+ Website  www.columbia.edu/library/survey <ul><li>Provides links to: </li></ul><ul><ul><li>The LibQual+ Survey (UN...
2006 LibQual+ Results <ul><li>LibQual+ scores tell us about our users priorities, what they think we are good at, and area...
LibQual+ Scores <ul><li>Superiority Gap </li></ul><ul><li>Adequacy Gap </li></ul>Desired Minimum Perceived
2006 Priorities: Highest “Desired” Scores Faculty Priorities Graduate Priorities Undergraduate Priorities Print and/or ele...
2006 Top Performing Areas Highest “Perceived” Scores Faculty Top Areas Graduate Top Areas Undergraduate Top Areas Making e...
Weaknesses 2006 :  Furthest from Meeting Users’ Desired Expectations Faculty Weaknesses Graduate Weaknesses Undergraduate ...
Weaknesses 2006:   Does Not Meet Or Barely Meets Users’ Minimum Needs Faculty Weaknesses Graduate Weaknesses Undergraduate...
The Big Picture Tool <ul><li>LibQual+ looks at the  entire  library system </li></ul><ul><li>We will work with each librar...
How can staff help? <ul><li>Staff can: </li></ul><ul><ul><li>Fill out the survey! </li></ul></ul><ul><ul><li>Distribute ma...
Learn more about LibQual+ <ul><li>www.libqual.org </li></ul><ul><ul><li>Learn how LibQual+ was developed and tested </li><...
Contact the AWG: <ul><li>[email_address] </li></ul>
<ul><li>Photos courtesy of Flickr Creative Commons. </li></ul><ul><li>www.flickr.com/creativecommons </li></ul>
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Overview of LibQual+ for Library Staff

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This was presented at the CUL Assessment Forum on January 14, 2009.

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  • Overview of LibQual+ for Library Staff

    1. 1. 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
    2. 2. What is LibQual+? <ul><li>LibQual+ is an online survey developed by the Association of Research Libraries (ARL) to measure user perceptions of library service quality . </li></ul>
    3. 3. What is LibQual+? <ul><li>22 core survey items </li></ul><ul><ul><li>Library as Place </li></ul></ul><ul><ul><li>Affect of Service </li></ul></ul><ul><ul><li>Information Control </li></ul></ul><ul><li>Comment box </li></ul><ul><li>5 additional “local” items </li></ul>
    4. 4. What is LibQual+? <ul><li>Users rate each item three times, on scales of 1-9: </li></ul><ul><ul><li>Minimum level of acceptable service </li></ul></ul><ul><ul><li>Desired level of service </li></ul></ul><ul><ul><li>Actual/perceived level of services provided </li></ul></ul><ul><li>Comments can be about anything the user wants to tell us. </li></ul>
    5. 5. Library as Place <ul><li>This category addresses aspects of our physical library spaces. </li></ul>“ Library space that inspires study and learning.” “ Quiet space for individual activities.”
    6. 6. Affect of Service <ul><li>Questions in this category refer to the “personal touch” staff add to the library. </li></ul>“ Giving users individual attention.” “ Employees who understand the needs of their users.”
    7. 7. Information Control <ul><li>These questions are about users access to and use of physical and electronic information at the library. </li></ul>“ A website enabling me to locate information on my own.” “ The journals I require for my work.”
    8. 8. Why LibQual+? <ul><li>Increasing need for accountability </li></ul><ul><li>Information for planning/trend analysis </li></ul><ul><li>Peer institution comparisons </li></ul><ul><li>Marketing/relationship building </li></ul><ul><li>Improve library services! </li></ul><ul><li>Valid, tested reliable instrument </li></ul>
    9. 9. The Staff Perspective <ul><li>LibQual+ is not about criticism. </li></ul><ul><li>LibQual+ is a great opportunity to learn more about library users and maintain the Libraries’ relevance on campus. </li></ul>
    10. 10. The Details <ul><li>When: Feb. 16 - 23, 2009 </li></ul><ul><li>Who: ALL Morningside campus faculty, enrolled students, and CUL/IS staff </li></ul><ul><li>How: A link to the survey will be emailed to eligible participants </li></ul>
    11. 11. The Goodies <ul><li>First prize: 1 flat screen TV </li></ul><ul><li>Runners-up: $25 gift cards for Amazon.com </li></ul><ul><li>**CUL/IS staff are not eligible for incentives. </li></ul>
    12. 12. LibQual+ Website www.columbia.edu/library/survey <ul><li>Provides links to: </li></ul><ul><ul><li>The LibQual+ Survey (UNI login required) </li></ul></ul><ul><ul><li>FAQ about LibQual+ </li></ul></ul><ul><ul><li>Results of 2003 and 2006 LibQual+ surveys </li></ul></ul><ul><ul><li>Other feedback mechanisms for library users who do not have a valid UNI, such as “Suggestions” </li></ul></ul>
    13. 13. 2006 LibQual+ Results <ul><li>LibQual+ scores tell us about our users priorities, what they think we are good at, and areas where we could improve. </li></ul>
    14. 14. LibQual+ Scores <ul><li>Superiority Gap </li></ul><ul><li>Adequacy Gap </li></ul>Desired Minimum Perceived
    15. 15. 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
    16. 16. 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
    17. 17. 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
    18. 18. 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
    19. 19. The Big Picture Tool <ul><li>LibQual+ looks at the entire library system </li></ul><ul><li>We will work with each library to understand the results </li></ul>
    20. 20. How can staff help? <ul><li>Staff can: </li></ul><ul><ul><li>Fill out the survey! </li></ul></ul><ul><ul><li>Distribute marketing materials </li></ul></ul><ul><ul><li>Read the FAQ about LibQual+ </li></ul></ul><ul><ul><li>Direct users to the LibQual+ website </li></ul></ul><ul><ul><li>Refer users to the assessment@columbia.edu email </li></ul></ul><ul><ul><li>Encourage users to take the survey! </li></ul></ul>
    21. 21. Learn more about LibQual+ <ul><li>www.libqual.org </li></ul><ul><ul><li>Learn how LibQual+ was developed and tested </li></ul></ul><ul><ul><li>Check out the FAQ </li></ul></ul><ul><ul><li>Find extensive bibliographies of LibQual+ articles </li></ul></ul><ul><ul><li>Watch a video introduction to LibQual+: http://www.libqual.org/Information/Tools/libqualpresentation.cfm </li></ul></ul>
    22. 22. Contact the AWG: <ul><li>[email_address] </li></ul>
    23. 23. <ul><li>Photos courtesy of Flickr Creative Commons. </li></ul><ul><li>www.flickr.com/creativecommons </li></ul>
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