LibQUAL+ Poster Session, ESU Assessment Forum


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LibQUAL+ Poster Session, ESU Assessment Forum

  1. 1. Re-Visioning the Future of University Libraries and Archives through LIBQUAL+ Cynthia Akers Associate Professor and Assessment Coordinator ESU Libraries and Archives ESU Assessment Forum Poster Session February 18, 2011
  2. 2. Why Consider Assessment at This Time? <ul><li>Physical renovations of the WAW Library building in the last decade </li></ul><ul><li>Changes in student populations (from primarily Emporia-based to distance education, nontraditional students, international students, etc.) </li></ul><ul><li>Faculty and staff turnover in Libraries and Archives (new faces, new perspectives) </li></ul><ul><li>New Libraries and Archives Dean as of mid-2010 (another perspective to see about resources and services) </li></ul>
  3. 3. Timeline Leading Up to LibQUAL+ <ul><li>2006: Administration of “home-grown” student satisfaction survey with ULA services and resources </li></ul><ul><li>December 2008: Assessment Coordinator accepted to ACRL Immersion Literacy Institute for assessment “immersion” program </li></ul><ul><li>2009-10: Research begins to find standardized library service assessment measures as well as funding for such tests </li></ul><ul><li>Spring 2010: Assessment Coordinator receives a grant of $1000.00 to fund LibQUAL+ from Kathrine White research grant program, ESU Foundation </li></ul>
  4. 4. Why LIBQUAL+? <ul><li>Administered by Association of Research Libraries (ARL) </li></ul><ul><li>Since 2000, more than 1,000 libraries of all types (nationally and internationally) have used LibQUAL+ </li></ul><ul><li>Designed to solicit, track, understand, and act upon patrons’ perceptions of library service quality </li></ul><ul><li>Standardized approach facilitates benchmarking of results against peer institutions </li></ul><ul><li>Web-based survey; little to no technical expertise needed to run the survey </li></ul><ul><li> </li></ul>
  5. 5. How Does LibQUAL+ Work? <ul><li>Long (original) Version used by ULA: </li></ul><ul><li>22 core survey items, or statements, measure user perceptions of library service quality in the areas of: </li></ul><ul><li>Affect of Service </li></ul><ul><li>Information Control </li></ul><ul><li>Library as Place </li></ul><ul><li>For each item, patrons indicate: </li></ul><ul><ul><li>Minimum service level of satisfaction </li></ul></ul><ul><ul><li>Desired service level of satisfaction </li></ul></ul><ul><ul><li>Perceived service performance at that point in time </li></ul></ul>
  6. 6. Sample LibQUAL+ Statements <ul><li>Affect of Service </li></ul><ul><li>Employees who instill confidence in users </li></ul><ul><li>Employees who have the knowledge to answer user questions </li></ul><ul><li>Employees who deal with users in a caring fashion </li></ul><ul><li>Information Control </li></ul><ul><li>A library Web site enabling me to locate information on my own </li></ul><ul><li>The printed library materials I need for my work </li></ul><ul><li>The electronic information sources I need </li></ul><ul><li>Library as Place </li></ul><ul><li>Library space that inspires study and learning </li></ul><ul><li>A comfortable and inviting location </li></ul><ul><li>Community space for group learning and group study </li></ul>
  7. 7. Additional LibQUAL+ Information <ul><li>Place at the end of the survey for open-ended comments (optional; we received 108 comments) as well as adding E-mail address for an incentive drawing, an iPad </li></ul><ul><li>Option to add five local questions from a standardized list; we added: </li></ul><ul><ul><li>Ability to navigate library Web pages easily </li></ul></ul><ul><ul><li>Ease and timeliness in getting materials from other libraries </li></ul></ul><ul><ul><li>Informing me of useful library services </li></ul></ul><ul><ul><li>Online course support (readings, links, references) </li></ul></ul><ul><ul><li>Teaching me how to access, evaluate, and use information </li></ul></ul>
  8. 8. Administration of LibQUAL+ <ul><li>Technology and Computing Services staff helped to create E-mail address lists for random samples of: </li></ul><ul><li>1200 undergraduate students </li></ul><ul><li>600 graduate students </li></ul><ul><li>600 faculty and staff (included unclassified non-teaching personnel and adjunct faculty) </li></ul><ul><li>Web-based survey URL link sent to these groups three times in a three-week period (first three weeks of November 2010) </li></ul><ul><li>Total of 344 surveys were completed; 313 of those were valid </li></ul>
  9. 9. Next Steps <ul><li>Results notebook of data outlined by radar charts for targeted groups </li></ul><ul><li>Identification of national and international “peer institutions” (we are considering various definitions for peers; 101 institutions did LibQUAL+ in 2010) </li></ul><ul><li>Report pending to ULA Advisory Committee </li></ul><ul><li>Analysis of data through SPSS </li></ul><ul><li>Other assessment measures in Spring 2011 and beyond (focus groups for library services and resources?) </li></ul><ul><li>Key: Do NOT forget the continuous cycle of assessment! Evaluate; modify/change as needed; assess again… </li></ul>