And the Survey Says….!Strengthening Service Through Surveying . Marianne E. Giltrud, MSLS August 16, 2010
LIBQUAL SURVEYPURPOSE To determine if librarians meet users expectations Examines Three Facets Affect of Service Access to Information Library as a Place
Sample Survey QuestionsAffect of Service Friendly, courteous, staff who offer good service on a regular basis Instill confidence in users Dependability in answering user’s questionsAccess of Information Can access information from home easily Website easy to navigate
Sample Survey QuestionsLibrary as a Place Hours, locations, able to use when needed Comfortable location, well lit. Group study, quiet study Gateway to resources, knowledge, teaching and learning.
LIBQUAL+ & LIBQUAL LITELIB QUAL+ LIB QUAL Lite Comprehensive Study Randomized Control Trial with Questions on 22 with Shorter with Fewer Core items. questions Approximately 15 minutes Three core questions to complete. Remaining Questions Everyone answers all random generator. questions. Date collected on all questions.
Marketing ToolsIdentified the category of users who used the library regularly and marketed services to them.How to reach the Non User –Peter Drucker.Library Facility was hot topic, more questions.
Frugalista SurveyingMany survey tools available free or little cost. Survey Monkey, Zoomerang, and Google Forms.Google forms used from your Gmail account. Collects the data in a spreadsheet. Charts, graphs and radar chart.
Data, Data, DataWhat does it mean?What are the gaps?How do we re- conceptualize service to meet that need?Why should we care?
FOR FURTHER READING Kyrillidou, Martha, And Colleen Cook. 2008. "The Evolution of Measurement and Evaluation of Libraries: A Perspective from the Association of Research Libraries." 888-909. 2008. Academic Search Premier, EBSCOhost (accessed August 16, 2010). 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) . Retrieved August 15, 2010 , from https://www.ideals.illinois.edu/bitstream/handle/2142/14570/Kyrillidou_Martha.pdf?sequence=3. Orcutt, D. . (2010). Library data: empowering practice and persuasion. Santa Barbara, CA: Libraries Unlimited. 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. 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.