LibQUAL+®: The UK and Irish Experience

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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.

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LibQUAL+®: The UK and Irish Experience

  1. 1. LibQUAL+®: The UK and IrishExperienceSelena KillickLibrary Quality Officer, Cranfield UniversityJ. Stephen TownDirector of Information, The University of York
  2. 2. &
  3. 3. Consortium Composition
  4. 4. LibQUAL+® Participants by HE SectorHE colleges 3% Irish Republic RLUK 13% 23% Post-1992 30% Pre-1992 31%
  5. 5. LibQUAL+® Libraries by HE Sector8070605040302010 55% 33% 57% 7%0 RLUK Pre-1992 Post-1992 HE colleges LibQUAL+ Libraries Non-LibQUAL+ Libraries
  6. 6. LibQUAL+® Participants by Mission Group Million+ Russell Group 27% 27% University Alliance 16% 1994 Group 30%
  7. 7. LibQUAL+® Libraries by Mission Group3025201510 60% 68% 44%5 30%0 Russell Group 1994 Group University Alliance Million+ LibQUAL+ Libraries Non-LibQUAL+ Libraries
  8. 8. SCONUL LibQUAL+® Repeat Participation Other Annual 13% 19%Three-yearly 19% Biannual 49%
  9. 9. Expectations
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. 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
  15. 15. 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
  16. 16. Perceptions
  17. 17. SCONUL Overall 2011.5
  18. 18. SCONUL Overall 2004
  19. 19. SCONUL LibQUAL+® Dimension Perceived Mean Comparisons7.207.006.806.606.406.206.005.805.60 Affect of Service Information Control Library as Place Overall Perceived Mean 2004 Perceived Mean 2011.5
  20. 20. SCONUL LibQUAL+® Overall 2004 - 2011.58.508.007.507.006.506.005.50 2004 2005 2006 2007 2008 2009 2010 2011.5 Minimum Mean Desired Mean Perceived Mean
  21. 21. SCONUL LibQUAL+® Affect of Service 2004 - 2011.58.508.007.507.006.506.005.50 2004 2005 2006 2007 2008 2009 2010 2011.5 Minimum Mean Desired Mean Perceived Mean
  22. 22. SCONUL LibQUAL+® Information Control 2004 - 2011.58.508.007.507.006.506.005.50 2004 2005 2006 2007 2008 2009 2010 2011.5 Minimum Mean Desired Mean Perceived Mean
  23. 23. SCONUL LibQUAL+® Library as Place 2004 - 2011.58.508.007.507.006.506.005.50 2004 2005 2006 2007 2008 2009 2010 2011.5 Minimum Mean Desired Mean Perceived Mean
  24. 24. Comparisons
  25. 25. SCONUL & ARL Comparisons: 2004 – 2011.5 Dimension Summary Dimension Summary 9.00 8.00Mean Score 7.00 6.00 5.00 SCONUL Overall ARL Overall 2004 SCONUL Overall ARL Overall 2011.5 2004 2011.5
  26. 26. 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
  27. 27. 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
  28. 28. 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
  29. 29. National Student SurveyComparisonsAspiring to be “Good Enough”
  30. 30. National Student Survey Compared to LibQUAL+® 8 7 6.79 6.76 6.70 6 5Mean 4 4.06 4.10 4.04 3 2 1 0 NSS LQ+ Overall Perceived 2008 2009 2010
  31. 31. SCONUL LibQUAL+® & NSS Comparisons8.50 4.50 4.458.00 4.40 4.357.50 4.307.00 4.25 4.206.50 4.15 4.106.00 4.1 4.05 4.06 4.045.50 4.00 2008 2009 2010 NSS LQ+ Minimum LQ+ Desired LQ+ Perceived
  32. 32. LibQUAL+® Results in Action
  33. 33. 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.
  34. 34. • 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
  35. 35. • 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
  36. 36. 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].
  37. 37. Conclusions
  38. 38. 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!
  39. 39. 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
  40. 40. Thank you!Selena Killicks.a.killick@cranfield.ac.ukTel: +44(0)1793 785561J. Stephen TownDirector of Information, The University of York

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