LibQUAL+®: The UK &Irish ExperienceSelena KillickLibrary Quality OfficerLibrary Assessment Seminar andLibQUAL+® Share Fair...
LibQUAL+® •   Internationally Renown •   Web based •   Expectations & Perceptions •   Standardised
Survey Composition                     • 22 Core Questions                         • Affect of Service                    ...
LibQUAL+® Lite  • Introduced in 2010  • Sampling Methodology     • All questions asked     • Respondents answer       a ra...
LibQUAL+® & SCONULTimeline • 2003 – Survey piloted in the UK by SCONUL • 2004 – Survey adopted by SCONUL • 2005 – LibQUAL+...
Number of SCONUL LibQUAL+® Participants by Year25201510 5 0     2003   2004   2005   2006      2007     2008   2009    201...
SCONUL LibQUAL+® Repeat Participation by Style               Other          Annual               18%             12%Three-...
EXPECTATIONS
Highest Desired ID     Question                                        Desired    Years in                                ...
Lowest Desired ID    Question                                      Desired    Years in                                    ...
SCONUL LibQUAL+® Dimension Minimum Mean                        Comparisons6.806.606.406.206.005.805.60       Affect of Ser...
SCONUL LibQUAL+® Dimension Desired Mean                        Comparisons8.108.007.907.807.707.607.507.407.307.20       A...
SCONUL LibQUAL+® Increasing Minimum Expectations7.006.806.606.406.206.005.805.605.405.205.00         Space for group      ...
SCONUL LibQUAL+® Decreasing Desired Expectations8.208.007.807.607.407.207.006.806.60       The printed library Print and/o...
PERCEPTIONS
Highest PerceivedScores                                                           Desired                                 ...
Lowest PerceivedScores                                                               Desired                              ...
SCONUL LibQUAL+® Dimension Perceived Mean                         Comparisons7.207.006.806.606.406.206.005.805.605.40     ...
COMPARISONS
LibQUAL+® Desired Mean Comparisons8.208.108.007.907.807.707.607.507.407.307.20       Affect of Service   Information Contr...
LibQUAL+® Perceived Mean Comparisons7.407.207.006.806.606.406.206.005.805.60       Affect of Service   Information Control...
Comparisons forIndividual Items  • Perceived Scores for all questions higher in the    USA, except for two:     • Library ...
LIBQUAL+® RESULTS IN ACTION
Feedback fromSCONUL Participants  •   Secured additional funding to increase resources  •   Increased liaison with Academi...
The Library is one of the most oppressivelydepressing locations on the face of the earth; its uglydécor and offensive ligh...
National Outcomes                                            Libraries are being transformed into rowdy                   ...
FEEDBACK FROM THECONUL LIBQUAL+® LIBRARIANSResearch conducted by Ciara McCaffrey,University of Limerick
Why measure?  Main reason:                 Why LibQUAL+®?   Demand for metrics          Ability to compare with         ...
Librarian’s View ofLibQUAL+®Useful                        Less Useful Benchmarking                 Lack of specificity ...
Overall experience ofusing LibQUAL+®  • 3 Libraries: Very useful as part of regular planning    cycle  • 2 Libraries: Very...
CONCLUSIONS
Conclusions  • A number of SCONUL & CONUL Libraries use    LibQUAL+® as part of their regular performance    assessment  •...
Acknowledgements  • Ciara McCaffrey, University of Limerick  • Amanda Conway, Dorothy Vuong, Karen Ready,    Jacqui Dowd, ...
Thank you!Selena Killicks.a.killick@cranfield.ac.ukTwitter: @SelenaKillickTel: +44(0)1793 785561
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LibQUAL+: The UK and Irish Experience

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LibQUAL+®: The UK & Irish Experience, presented at the Library Assessment Seminar and LibQUAL+® Share Fair. University of Lund, Sweden. 20th September 2012. Presentation by Selena Killick, Cranfield University. Presentation discusses the use of LibQUAL+® in the UK and Ireland since 2003, presenting longitudinal data results, lessons learnt and outcomes of actions.

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LibQUAL+: The UK and Irish Experience

  1. 1. LibQUAL+®: The UK &Irish ExperienceSelena KillickLibrary Quality OfficerLibrary Assessment Seminar andLibQUAL+® Share Fair.University of Lund20th September 2012.
  2. 2. LibQUAL+® • Internationally Renown • Web based • Expectations & Perceptions • Standardised
  3. 3. Survey Composition • 22 Core Questions • Affect of Service • Information Control • Library as Place • 5 Optional Questions • Information Literacy • General Satisfaction • Demographics • Free-text Comments
  4. 4. LibQUAL+® Lite • Introduced in 2010 • Sampling Methodology • All questions asked • Respondents answer a random sample only • Reduced Survey Time • Increase Response Rates
  5. 5. LibQUAL+® & SCONULTimeline • 2003 – Survey piloted in the UK by SCONUL • 2004 – Survey adopted by SCONUL • 2005 – LibQUAL+® available for 10 months of the year • 2010 – CONUL join LibQUAL+® • 2010 – LibQUAL+® Lite launched • 2011 – Membership subscription introduced
  6. 6. Number of SCONUL LibQUAL+® Participants by Year25201510 5 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012* LibQUAL+ Participants Unique LibQUAL+ Participants
  7. 7. SCONUL LibQUAL+® Repeat Participation by Style Other Annual 18% 12%Three-yearly 15% Biennial 55%
  8. 8. EXPECTATIONS
  9. 9. Highest Desired ID Question Desired Years in (2011) Top 5 Making electronic resources accessible from IC-1 my home or office 8.30 9 Library space that inspires study and LP-1 learning 8.16 2 A library Web site enabling me to locate IC-2 information on my own 8.10 9 Making information easily accessible for IC-7 independent use 8.06 2 Print and/or electronic journal collections I IC-8 require for my work 8.06 8
  10. 10. Lowest Desired ID Question Desired Years in (2011) Bottom 5AS-2 Giving users individual attention 6.77 9LP-5 Space for group learning and group study 7.32 9AS-1 Library staff who instill confidence in users 7.49 8AS-6 Library staff who deal with users in a caring fashion 7.73 9AS-7 Library staff who understand the needs of their users 7.74 2
  11. 11. SCONUL LibQUAL+® Dimension Minimum Mean Comparisons6.806.606.406.206.005.805.60 Affect of Service Information Control Library as Place Overall Minimum Mean 2004 Minimum Mean 2011
  12. 12. SCONUL LibQUAL+® Dimension Desired Mean Comparisons8.108.007.907.807.707.607.507.407.307.20 Affect of Service Information Control Library as Place Overall Desired Mean 2004 Desired Mean 2011
  13. 13. SCONUL LibQUAL+® Increasing Minimum Expectations7.006.806.606.406.206.005.805.605.405.205.00 Space for group Making electronic Library staff who deal A comfortable and learning and group resources accessible with users in a caring inviting location study from my home or fashion office Minimum Mean 2004 Minimum Mean 2011
  14. 14. SCONUL LibQUAL+® Decreasing Desired Expectations8.208.007.807.607.407.207.006.806.60 The printed library Print and/or Giving users Quiet space for Modern materials I need electronic journal individual individual work equipment that for my work collections I attention lets me easily require for my access needed work information Desired Mean 2004 Desired Mean 2011
  15. 15. PERCEPTIONS
  16. 16. Highest PerceivedScores Desired RankID Question Text 2011 2011AS-3 Library staff who are consistently courteous 7.32 10AS-5 Library staff who have the knowledge to answer user questions 7.28 12AS-4 Readiness to respond to users enquiries 7.25 11AS-8 Willingness to help users 7.21 13AS-6 Library staff who deal with users in a caring fashion 7.17 19
  17. 17. Lowest PerceivedScores Desired RankID Question Text 2011 2011AS-2 Giving users individual attention 6.10 22LP-1 Library space that inspires study and learning 6.28 15LP-2 Quiet space for individual work 6.60 4LP-4 A haven for study, learning, or research 6.60 9LP-5 Space for group learning and group study 6.64 21
  18. 18. SCONUL LibQUAL+® Dimension Perceived Mean Comparisons7.207.006.806.606.406.206.005.805.605.40 Affect of Service Information Control Library as Place Overall Perceived Mean 2004 Perceived Mean 2011
  19. 19. COMPARISONS
  20. 20. LibQUAL+® Desired Mean Comparisons8.208.108.007.907.807.707.607.507.407.307.20 Affect of Service Information Control Library as Place Overall UK USA Scandinavia
  21. 21. LibQUAL+® Perceived Mean Comparisons7.407.207.006.806.606.406.206.005.805.60 Affect of Service Information Control Library as Place Overall UK USA Scandinavia
  22. 22. Comparisons forIndividual Items • Perceived Scores for all questions higher in the USA, except for two: • Library staff who instill confidence in users • Giving users individual attention • In these cases the Scandinavian Libraries have higher Perceived Scores • Desired mean scores vary by question except for Library as Place where the UK has the highest expectations
  23. 23. LIBQUAL+® RESULTS IN ACTION
  24. 24. Feedback fromSCONUL Participants • Secured additional funding to increase resources • Increased liaison with Academic staff • Improvements to the Library building & facilities • Developed information literacy training • Increased help and support
  25. 25. The Library is one of the most oppressivelydepressing locations on the face of the earth; its uglydécor and offensive lighting gnaw at the soul and the carpeting is an invitation to madness £14 million improvement programme now underway to renovate the Library, expand the collection and increase study space.
  26. 26. 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].
  27. 27. FEEDBACK FROM THECONUL LIBQUAL+® LIBRARIANSResearch conducted by Ciara McCaffrey,University of Limerick
  28. 28. Why measure? Main reason: Why LibQUAL+®?  Demand for metrics  Ability to compare with others  Ability to compare yourself Other factors: over time  Following appointment of  Recognised international a new director tool  Prior to a new building  Confidence in ARL  Part of quality reviews  CONUL participation in 2010
  29. 29. Librarian’s View ofLibQUAL+®Useful Less Useful Benchmarking  Lack of specificity Confirmation  Translating results to Low scores faculty & library staff Leverage  Ambiguity of the language Motivator  CONUL exercise Quality reviews  High scores Impresses university  Complexity of the data management Gives us the push we need
  30. 30. Overall experience ofusing LibQUAL+® • 3 Libraries: Very useful as part of regular planning cycle • 2 Libraries: Very useful but occasional • 1 Library: Useful but no plans to run again • 2 Libraries: Less useful but occasional
  31. 31. CONCLUSIONS
  32. 32. Conclusions • A number of SCONUL & CONUL Libraries use LibQUAL+® as part of their regular performance assessment • Expectations rising in most areas • Perceptions also rising • We’re not quite as good as the USA • LibQUAL+® helps Libraries to develop and improve services • Majority of CONUL Libraries think LibQUAL+® is a useful tool
  33. 33. Acknowledgements • Ciara McCaffrey, University of Limerick • 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
  34. 34. Thank you!Selena Killicks.a.killick@cranfield.ac.ukTwitter: @SelenaKillickTel: +44(0)1793 785561

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