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And The Survey Says...


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And The Survey Says...

  1. 1. And the Survey Says….! Strengthening Service Through Surveying . Marianne E. Giltrud, MSLS August 16, 2010
  2. 2. LIBQUAL SURVEY <ul><li>PURPOSE </li></ul><ul><ul><li>To determine if librarians meet users expectations </li></ul></ul><ul><ul><li>Examines Three Facets </li></ul></ul><ul><ul><ul><li>Affect of Service </li></ul></ul></ul><ul><ul><ul><li>Access to Information </li></ul></ul></ul><ul><ul><ul><li>Library as a Place </li></ul></ul></ul>
  3. 3. Sample Survey Questions <ul><li>Affect of Service </li></ul><ul><ul><li>Friendly, courteous, staff who offer good service on a regular basis </li></ul></ul><ul><ul><li>Instill confidence in users </li></ul></ul><ul><ul><li>Dependability in answering user’s questions </li></ul></ul><ul><li>Access of Information </li></ul><ul><ul><li>Can access information from home easily </li></ul></ul><ul><ul><li>Website easy to navigate </li></ul></ul>
  4. 4. Sample Survey Questions <ul><li>Library as a Place </li></ul><ul><ul><li>Hours, locations, able to use when needed </li></ul></ul><ul><ul><li>Comfortable location, well lit. </li></ul></ul><ul><ul><li>Group study, quiet study </li></ul></ul><ul><ul><li>Gateway to resources, knowledge, teaching and learning. </li></ul></ul>
  5. 5. <ul><li>LIB QUAL+ </li></ul><ul><li>LIB QUAL Lite </li></ul><ul><ul><li>Comprehensive Study with Questions on 22 Core items. </li></ul></ul><ul><ul><li>Approximately 15 minutes to complete. </li></ul></ul><ul><ul><li>Everyone answers all questions. </li></ul></ul><ul><li>Randomized Control Trial with Shorter with Fewer questions </li></ul><ul><ul><li>Three core questions </li></ul></ul><ul><ul><li>Remaining Questions random generator. </li></ul></ul><ul><ul><li>Date collected on all questions. </li></ul></ul>LIBQUAL+ & LIBQUAL LITE
  6. 6. Marketing Tools <ul><li>Identified the category of users who used the library regularly and marketed services to them. </li></ul><ul><li>How to reach the Non User –Peter Drucker. </li></ul><ul><li>Library Facility was hot topic, more questions. </li></ul>
  7. 7. Frugalista Surveying <ul><li>Many survey tools available free or little cost. </li></ul><ul><ul><li>Survey Monkey, Zoomerang, and Google Forms. </li></ul></ul><ul><li>Google forms used from your Gmail account. </li></ul><ul><ul><li>Collects the data in a spreadsheet. </li></ul></ul><ul><ul><li>Charts, graphs and radar chart. </li></ul></ul>
  8. 8. Google Forms--Simple and Easy
  9. 9. Data Collection
  10. 10. Data, Data, Data <ul><li>What does it mean? </li></ul><ul><li>What are the gaps? </li></ul><ul><li>How do we re- conceptualize service to meet that need? </li></ul><ul><li>Why should we care? </li></ul>
  11. 11. FOR FURTHER READING <ul><li>Kyrillidou, Martha, And Colleen Cook. 2008. &quot;The Evolution of Measurement and Evaluation of Libraries: A Perspective from the Association of Research Libraries.&quot; 888-909. 2008. Academic Search Premier , EBSCO host (accessed August 16, 2010). </li></ul><ul><li>Kyrillidou, Martha. (2009) Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: the “libqual+® lite” randomized control trial (rct) . </li></ul><ul><li>Retrieved August 15, 2010 , from . </li></ul><ul><li>Orcutt, D. . (2010). Library data: empowering practice and persuasion . Santa Barbara, CA: Libraries Unlimited. </li></ul><ul><li>Thompson, B., Cook, C., & Kyrillidou, M. (2005). Concurrent Validity of LibQUAL+ Scores: What Do LibQUAL+ Scores Measure?. The Journal of Academic Librarianship , 31 (6), 517-22. Retrieved from Academic Search Premier. </li></ul><ul><li>Thompson, B., Kyrillidou, M., & Cook, C. (2008). LIBRARY USERS' SERVICE DESIRES: A LIBQUAL+ STUDY. Library Quarterly , 78 (1), 1-18. Retrieved from Academic Search Premier database. </li></ul>