Listening to the Customer: Using Assessment Results to Make a Difference
Johnson & Wales University <ul><li>Multiple Campuses  </li></ul><ul><ul><li>North Miami, FL  </li></ul></ul><ul><ul><li>Pr...
Assessments <ul><li>LibQUAL+  - North Miami data (conducted system-wide in 2003/2004) </li></ul><ul><li>Annual Surveys  – ...
Johnson & Wales Campuses – Library Staffing <ul><li>North Miami – 4 Librarians, 1 Library Assistant, 12 Workstudy Employee...
Affect of Service  - Employees who instill confidence in users  -1.84 Library as Place  - Library space that inspires stud...
<ul><li>I feel that we should have more computers </li></ul><ul><li>Needs more books about business </li></ul><ul><li>Book...
What have we done (Florida campus)? <ul><li>McNaughton collection </li></ul><ul><li>Publicized business databases, partner...
Charlotte Campus – A  New  Library Strategic Plan Goal 3 Create a library focused upon the idea of continual assessment wh...
Annual Surveys (Charlotte)
What did we learn? <ul><li>Not enough accessible hours – specific needs in this regard </li></ul><ul><li>Need for greater ...
What have we done? <ul><li>Additional weekend and evening hours </li></ul><ul><li>Additional full service PCs in the front...
How do they know we hear them?
SAILS  (Standard Assessment of Information Literacy Skills) What did we learn? <ul><li>We are relatively “average” overall...
SAILS What did we do? <ul><li>We completely revamped our required IL module on evaluating resources providing additional e...
SWOT (with staff) – Sample Weaknesses (Charlotte – 2004) <ul><li>Non-culinary Collections:  Business collection lacking in...
What have we done? <ul><li>More money dedicated to the business collections </li></ul><ul><li>Greater emphasis and plannin...
Focus Groups (2009) – What did we learn? <ul><li>Still concerns about hours but especially during finals weeks </li></ul><...
Focus Groups – What have we done? <ul><li>Met with President of Student Government Association – initial planning for “fin...
Other Efforts <ul><li>Best/Worst exercise with students </li></ul><ul><li>Study of IL session quiz scores </li></ul>
What did we learn (bigger picture)? <ul><li>Need for multiple assessments and to look at the needs of different groups sep...
Contact Information <ul><li>Dr. Richard J. Moniz, Jr. </li></ul><ul><li>Director of Library Services </li></ul><ul><li>Joh...
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Assessments Presentation

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Assessments Presentation

  1. 1. Listening to the Customer: Using Assessment Results to Make a Difference
  2. 2. Johnson & Wales University <ul><li>Multiple Campuses </li></ul><ul><ul><li>North Miami, FL </li></ul></ul><ul><ul><li>Providence, RI </li></ul></ul><ul><ul><li>Denver, CO </li></ul></ul><ul><ul><li>Charlotte, NC </li></ul></ul><ul><li>Business, Culinary Arts, Hospitality </li></ul><ul><li>Career-Oriented </li></ul>
  3. 3. Assessments <ul><li>LibQUAL+ - North Miami data (conducted system-wide in 2003/2004) </li></ul><ul><li>Annual Surveys – Charlotte (from 2004/2005 - Present) </li></ul><ul><li>SAILS (Standardized Assessment of Information Literacy Skills) – Charlotte (from 2007/2008 – Present) </li></ul><ul><li>SWOT (Strengths, Weaknesses, Opportunities, and Threats) – Charlotte (from 2005 – Present) </li></ul><ul><li>Focus Groups (2009) </li></ul>
  4. 4. Johnson & Wales Campuses – Library Staffing <ul><li>North Miami – 4 Librarians, 1 Library Assistant, 12 Workstudy Employees </li></ul><ul><li>Charlotte – 6 Librarians, 1 Student Assistant, 12 Workstudy Employees </li></ul>
  5. 5. Affect of Service - Employees who instill confidence in users -1.84 Library as Place - Library space that inspires study and learning -1.7 Information Control - Easy-to-use access tools that allow me to find things on my own -1.64 LibQUAL+ 2003/2004 – Service Adequacy Scores North Miami - Undergraduates
  6. 6. <ul><li>I feel that we should have more computers </li></ul><ul><li>Needs more books about business </li></ul><ul><li>Books about business and recreation topics </li></ul><ul><li>The library website should be more widely published… </li></ul><ul><li>Need more computers!!! </li></ul><ul><li>I would enjoy some more literature. </li></ul>LibQUAL+ Results 2003/2004 North Miami – Undergraduates – Comment Samples
  7. 7. What have we done (Florida campus)? <ul><li>McNaughton collection </li></ul><ul><li>Publicized business databases, partnered with Career Development Office to emphasize databases </li></ul><ul><li>Added computer terminals and wireless </li></ul><ul><li>More work-study training, spread over time more </li></ul><ul><li>More structured study room usage </li></ul><ul><li>Created a blog and IM to emphasize online services </li></ul>
  8. 8. Charlotte Campus – A New Library Strategic Plan Goal 3 Create a library focused upon the idea of continual assessment which views the entire academic community as key customers. Enhanced preparation for re-accreditation will serve as an inevitable byproduct of this goal.
  9. 9. Annual Surveys (Charlotte)
  10. 10. What did we learn? <ul><li>Not enough accessible hours – specific needs in this regard </li></ul><ul><li>Need for greater functionality in library computers </li></ul><ul><li>Desire for popular fiction and movies </li></ul><ul><li>Need for more comfortable setting and furniture </li></ul><ul><li>Students valued quiet over access to their phones </li></ul><ul><li>Loan periods too short in some cases </li></ul>
  11. 11. What have we done? <ul><li>Additional weekend and evening hours </li></ul><ul><li>Additional full service PCs in the front area (provides extra access when lab in use) </li></ul><ul><li>“ Percolator” collection </li></ul><ul><li>Added décor and soft furniture </li></ul><ul><li>Crafted more strict noise policy </li></ul><ul><li>Increased loan periods </li></ul>
  12. 12. How do they know we hear them?
  13. 13. SAILS (Standard Assessment of Information Literacy Skills) What did we learn? <ul><li>We are relatively “average” overall. </li></ul><ul><li>The scores of our students were better than average on Standard 2 (accessing information effectively). </li></ul><ul><li>The scores of our seniors were only slightly higher than average on Standard 4 (evaluating resources) despite significant efforts on our part to address this standard. </li></ul>
  14. 14. SAILS What did we do? <ul><li>We completely revamped our required IL module on evaluating resources providing additional examples (one hour session became a two hour session). </li></ul><ul><li>We incorporated clickers into the standard two-hour session we do to test better for understanding (i.e. more formative assessment). </li></ul>
  15. 15. SWOT (with staff) – Sample Weaknesses (Charlotte – 2004) <ul><li>Non-culinary Collections: Business collection lacking in specialization and bulk; Limited physical resources in non-culinary areas and low numbers in culinary even until the other collections are phased in; Business Collection; Fashion Collection; Sports and Event Management collection; Number of books available for class projects </li></ul><ul><li>Workstudies: Workstudy students and their lack of motivation; Poor workstudies; Limited staff – one person lost and we struggle to maintain day to day (will be worse as student body increases) </li></ul><ul><li>Hours: Lack of Saturday and late evening hours; Reasonable but limited hours </li></ul><ul><li>Purchasing Process: Sometimes cumbersome purchasing process; YBP takes too long sometimes </li></ul>
  16. 16. What have we done? <ul><li>More money dedicated to the business collections </li></ul><ul><li>Greater emphasis and planning with regard to training work-study employees </li></ul><ul><li>Additional hours - Saturday and evening hours </li></ul><ul><li>Changed to Ingram and in-house cataloging </li></ul>
  17. 17. Focus Groups (2009) – What did we learn? <ul><li>Still concerns about hours but especially during finals weeks </li></ul><ul><li>Need white boards in the student study rooms </li></ul><ul><li>Need to “get the word out” about what the library has even more </li></ul>
  18. 18. Focus Groups – What have we done? <ul><li>Met with President of Student Government Association – initial planning for “finals week experience” starting fall 2009 </li></ul><ul><li>Installed white boards </li></ul><ul><li>More outreach done at the end of the academic year and more planned for fall 2009 </li></ul>
  19. 19. Other Efforts <ul><li>Best/Worst exercise with students </li></ul><ul><li>Study of IL session quiz scores </li></ul>
  20. 20. What did we learn (bigger picture)? <ul><li>Need for multiple assessments and to look at the needs of different groups separately at times </li></ul><ul><li>Nationally-recognized assessments don’t always work best for us </li></ul><ul><li>Triangulation is important – Hearing the same thing from multiple sources strengthens the need for change </li></ul><ul><li>It is possible to get a fairly accurate picture of user needs and make changes if you are willing to change </li></ul>
  21. 21. Contact Information <ul><li>Dr. Richard J. Moniz, Jr. </li></ul><ul><li>Director of Library Services </li></ul><ul><li>Johnson & Wales University, Charlotte Campus </li></ul><ul><li>[email_address] </li></ul><ul><li>980-598-1603 </li></ul>

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