Presentation delivered at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Presents the findings of the SCONUL LibQUAL+ Results from 2003 to 2011.
Highest DesiredID Question Desired Years in (2011.5) Top 5 Making electronic resources accessibleIC-1 from my home or office 8.27 9 Print and/or electronic journal collectionsIC-8 I require for my work 8.10 8 A library Web site enabling me to locateIC-2 information on my own 8.09 9LP-2 Quiet space for individual work 8.04 1 Making information easily accessible forIC-7 independent use 8.02 2
Least DesiredID Question Desired Years in (2011.5) Bottom 5AS-2 Giving users individual attention 6.84 9LP-5 Space for group learning and group study 7.23 9 Library staff who instill confidence inAS-1 users 7.48 8 Dependability in handling users serviceAS-9 problems 7.73 3 Library space that inspires study andLP-1 learning 7.77 2
SCONUL LibQUAL+® Dimension Minimum Mean Comparisons6.706.606.506.406.306.206.106.00 Affect of Service Information Control Library as Place Overall Minimum Mean 2004 Minimum Mean 2011.5
SCONUL LibQUAL+® Dimension Desired Mean Comparisons8.108.007.907.807.707.607.50 Affect of Service Information Control Library as Place Overall Desired Mean 2004 Desired Mean 2011.5
SCONUL LibQUAL+® Increasing Minimum Expectations7.006.806.606.406.206.005.805.605.405.205.00 Making electronic Library staff who deal Library staff who Space for group resources accessible with users in a caring instill confidence in learning and group from my home or fashion users study office Minimum Mean 2004 Minimum Mean 2011.5
SCONUL LibQUAL+® Decreasing Desired Expectations8.108.007.907.807.70 Modern equipment that Library space that inspires The printed library lets me easily access study and learning materials I need for my needed information work Desired Mean 2004 Desired Mean 2011.5
SCONUL & ARL Comparisons: 2004 – 2011.5 Affect of Service Affect of Service 9.00 8.00Mean Score 7.00 6.00 5.00 SCONUL Affect of ARL Affect of Service SCONUL Affect of ARL Affect of Service Service 2004 2004 Service 2011.5 2011.5
SCONUL &Information Control2004 – 2011.5 ARL Comparisons: Information Control 9.00 8.00Mean Score 7.00 6.00 5.00 SCONUL Information ARL Information SCONUL Information ARL Information Control 2004 Control 2004 Control 2011.5 Control 2011.5
SCONUL & ARL Comparisons: 2004 – 2011.5 Library as Place Library as Place 9.00 8.00Mean Score 7.00 6.00 5.00 SCONUL Library as ARL Library as Place SCONUL Library as ARL Library as Place Place 2004 2004 Place 2011.5 2011.5
National Student SurveyComparisonsAspiring to be “Good Enough”
The Library is one of the mostoppressively depressing locations on the face of the earth; its ugly décor and offensive lighting gnaw at the soul andthe carpeting is an invitation to madness £14 million improvement programme now underway at St. Andrews to renovate the Library, expand the collection and increase study space.
• Secured additional funding to increase resources• Improved liaison with Academic staff regarding recommended readings• Increased e-books where possible• Increased journal subscriptions• Implemented cross-searching database• Improved Library Website• Developed online information literacy tool• Improved help provision via 24/7 Chat cooperative
• Added /enhanced computing, printing and photocopying facilities• Upgraded catalogue only ‘quick search stations’• Introduced express PCs – maximum login time of 20 minutes• Increased Study Space• Reduced access to external visitors at busy times• Introduced a study area for researchers• Introduced/improved study zones to control noise• Improved temperature and ventilation
National Outcomes Libraries are being transformed into rowdy social spaces… many of the changes have had unfortunate – even disastrous – consequences for the place of libraries in university scholarship and study. Response published in the next edition of THE from SCONUL outlining that LibQUAL+® results show that academic staff perceptions of library buildings are the highest they’ve ever been.Sharpe, K. 2009. Quiet, please. Times Higher Education . 5 November. [Available Online].
Conclusions• Greater use of LibQUAL+ by Pre-1992 Universities• Biannual participation for ~half of users• Expectations rising in most areas• Perceptions rising also• Not quite as good as ARL• LibQUAL+ provides more information than NSS• LibQUAL+ helps Libraries to develop and improve services• The carpet at St. Andrews used to be mental!
Acknowledgements• Amanda Conway, Dorothy Vuong, Karen Ready, Jacqui Dowd, John MacColl and the rest of the SCONUL LibQUAL+ Participants• The ARL LibQUAL+ Participants• SCONUL Working Group on Performance and Quality• Martha, Bruce, Colleen, David and the rest of the LibQUAL+ team
Thank you!Selena Killicks.firstname.lastname@example.orgTel: +44(0)1793 785561J. Stephen TownDirector of Information, The University of York