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.
LibQUAL+ in Ireland and the United KingdomSelena Killick
Abstract
This paper reports on the use of the LibQUAL+ library customer satisfaction survey tool by Ireland’s Consortium of National and University Libraries (CONUL), and the Society of College, National and University Libraries (SCONUL), in the United Kingdom. The paper discusses the consortium composition, the expectations of the customers and how these have changed over time, and the perceptions of the library service in Ireland the UK. Demonstrable outcomes from LibQUAL+® at a local and national level are also presented.
Approach
LibQUAL+® is a library service quality survey instrument developed by the Association of Research Libraries (ARL) in association with Texas A&M University. A consortium of CONUL and SCONUL member libraries has been successfully running LibQUAL+® in Ireland and the UK since 2003. To date more than 70 UK and Irish Higher Education Libraries have implemented the survey providing a wealth of data on the quality of academic library provision. This paper will examine the composition of the consortium and its implementation patterns. The results of the surveys at a national and international level will be discussed, providing a comprehensive picture of the performance of UK and Irish academic libraries. Additional statistical analyses are also presented which review users’ expectations of libraries, how these are changing over time, and how successful libraries are at meeting these expectations.
Findings
The LibQUAL+® survey results from Ireland and the UK College & University participants since 2003 are presented. Emphasis is placed on the users’ desired expectation mean scores as an indication of changing concerns amongst various library user groups. Trend analysis of how well libraries have been responding to and meeting these expectations is also presented. Examples of best practice identified from the data will be discussed, highlighting where lessons can be learnt.
The paper presents evidence that users expectations may not be changing as rapidly as technology developments might suggest, and that there is still a
desire for the physical academic library despite the increasing demand for electronic resources. Customer perceptions of library services have increased since 2003 indicating the results of action taken has had a positive impact. The opportunity for improvement does however remain, encouraging us to strive to further in our quest for the perfect library service.
Value
This paper will be of interest to those involved in library surveys or other methods of listening to users. In particular it may assist the development of deeper understanding of library users’ expectations in a changing environment, and will also therefore be of value to all those concerned with library strategy and development.
Titoma has been helping companies from around the world develop and manufacture highly customized, quality electronic products in Taiwan and China. Our end-to-end solutions cover product design, engineering, programming, prototyping, certifications, mold making, and mass manufacturing.
Having been in business for over 12 years, we know how to get things done right in this part of the world.
A small presentation on Wearable Devices in HealthCare. It emphasise the need of FDA Regulatory route and Reimbursement Pathway to break the confinement of Wearable Devices to a very small part of the Population.
LibQUAL+ and other ARL initiatives presented at the annual SCONUL Conference: Demonstrating Value & Maximising Impact, 14-15th July 2012, Liverpool, UK. Presentation by Selena Killick from Cranfield University and Stephen Town, University of York. Presentation discusses the use of LibQUAL+, TechQUAL and ClimateQUAL in the United Kingdom.
LibQUAL+ in Ireland and the United KingdomSelena Killick
Abstract
This paper reports on the use of the LibQUAL+ library customer satisfaction survey tool by Ireland’s Consortium of National and University Libraries (CONUL), and the Society of College, National and University Libraries (SCONUL), in the United Kingdom. The paper discusses the consortium composition, the expectations of the customers and how these have changed over time, and the perceptions of the library service in Ireland the UK. Demonstrable outcomes from LibQUAL+® at a local and national level are also presented.
Approach
LibQUAL+® is a library service quality survey instrument developed by the Association of Research Libraries (ARL) in association with Texas A&M University. A consortium of CONUL and SCONUL member libraries has been successfully running LibQUAL+® in Ireland and the UK since 2003. To date more than 70 UK and Irish Higher Education Libraries have implemented the survey providing a wealth of data on the quality of academic library provision. This paper will examine the composition of the consortium and its implementation patterns. The results of the surveys at a national and international level will be discussed, providing a comprehensive picture of the performance of UK and Irish academic libraries. Additional statistical analyses are also presented which review users’ expectations of libraries, how these are changing over time, and how successful libraries are at meeting these expectations.
Findings
The LibQUAL+® survey results from Ireland and the UK College & University participants since 2003 are presented. Emphasis is placed on the users’ desired expectation mean scores as an indication of changing concerns amongst various library user groups. Trend analysis of how well libraries have been responding to and meeting these expectations is also presented. Examples of best practice identified from the data will be discussed, highlighting where lessons can be learnt.
The paper presents evidence that users expectations may not be changing as rapidly as technology developments might suggest, and that there is still a
desire for the physical academic library despite the increasing demand for electronic resources. Customer perceptions of library services have increased since 2003 indicating the results of action taken has had a positive impact. The opportunity for improvement does however remain, encouraging us to strive to further in our quest for the perfect library service.
Value
This paper will be of interest to those involved in library surveys or other methods of listening to users. In particular it may assist the development of deeper understanding of library users’ expectations in a changing environment, and will also therefore be of value to all those concerned with library strategy and development.
Titoma has been helping companies from around the world develop and manufacture highly customized, quality electronic products in Taiwan and China. Our end-to-end solutions cover product design, engineering, programming, prototyping, certifications, mold making, and mass manufacturing.
Having been in business for over 12 years, we know how to get things done right in this part of the world.
A small presentation on Wearable Devices in HealthCare. It emphasise the need of FDA Regulatory route and Reimbursement Pathway to break the confinement of Wearable Devices to a very small part of the Population.
LibQUAL+ and other ARL initiatives presented at the annual SCONUL Conference: Demonstrating Value & Maximising Impact, 14-15th July 2012, Liverpool, UK. Presentation by Selena Killick from Cranfield University and Stephen Town, University of York. Presentation discusses the use of LibQUAL+, TechQUAL and ClimateQUAL in the United Kingdom.
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.
Partnering to Improve Library Discovery ServicesJulie Zhu
IEEE, the world’s largest technical professional association, has made a long-term commitment to partner with discovery service vendors, libraries and NISO to improve all aspects of library discovery services and workflows, so as to aid better discoverability and ultimately usage of its content. This presentation focuses on how IEEE collaborates with EBSCO, which provides EBSCO Discovery Service (EDS), and Stony Brook University, which uses EDS and subscribes to IEEE content, to make the IEEE content more discoverable, visible and accessible in the library's EDS implementations.
How serendipitous is discovery for users? Like many a teenager, OpenURL linking can behave inappropriately. What can we do to smooth out the bumps on the road and what other tools are available? This breakout session will walk swiftly through linking to discovery targets, from OpenURL 0.1/1.0, to Index-Enhanced Direct Linking, Link 2.0 and beyond …
Continuing adventures of library learning analyticsSelena Killick
Paper co-authored with Richard Nurse and Helen Clough; presented at the Library Assessment Conference 2018, Houston. Explores student attendance at Library online training sessions and their attainment scores.
Workshop delivered with Frankie Wilson at the Library Assessment Conference 2018, Houston. Exploring communicating the impact of library services to stakeholders.
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.
Partnering to Improve Library Discovery ServicesJulie Zhu
IEEE, the world’s largest technical professional association, has made a long-term commitment to partner with discovery service vendors, libraries and NISO to improve all aspects of library discovery services and workflows, so as to aid better discoverability and ultimately usage of its content. This presentation focuses on how IEEE collaborates with EBSCO, which provides EBSCO Discovery Service (EDS), and Stony Brook University, which uses EDS and subscribes to IEEE content, to make the IEEE content more discoverable, visible and accessible in the library's EDS implementations.
How serendipitous is discovery for users? Like many a teenager, OpenURL linking can behave inappropriately. What can we do to smooth out the bumps on the road and what other tools are available? This breakout session will walk swiftly through linking to discovery targets, from OpenURL 0.1/1.0, to Index-Enhanced Direct Linking, Link 2.0 and beyond …
Continuing adventures of library learning analyticsSelena Killick
Paper co-authored with Richard Nurse and Helen Clough; presented at the Library Assessment Conference 2018, Houston. Explores student attendance at Library online training sessions and their attainment scores.
Workshop delivered with Frankie Wilson at the Library Assessment Conference 2018, Houston. Exploring communicating the impact of library services to stakeholders.
Taking the Holistic View: Building a customer feedback database.Selena Killick
Presented at the Relationship Management in HE Libraries Workshop on Action planning, April 15th 2016, LSE, London. Presentation discusses the development of a customer feedback database designed to inform business reporting and service development planning.
Commonalities in LibQUAL+® (Dis)satisfaction: An international trend?Selena Killick
International research presented in 2013 identified a commonality in library customer satisfaction as measured by the LibQUAL+® survey methodology. The findings established a statistically significant link between customer satisfaction with the Information Control dimension and satisfaction overall; and customer dissatisfaction with the Affect of Service dimension and dissatisfaction overall. The findings concluded that both information resources and customer service affects the overall opinion of the library service for all customer groups.
Is this unique to European libraries, or is it an international trend? The research has now been replicated with the LibQUAL+® survey results from all ARL participants in 2013.
Using LibQUAL+® to Identify Commonalities in Customer Satisfaction: The Sec...Selena Killick
What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement.
Strategic Metrics, presented at the Leadership Seminar on Strategy, Assessment and Service Development. University of Lund, Sweden. 19th September 2012. Presentation by Selena Killick, Cranfield University. Presentation discusses the need for assessment of Library Strategies and some of the techniques available to achieve this.
Evaluating the Big Deal: Usage Statistics for Decision MakingSelena Killick
Presentation delivered at the UKSG Usage Statistics for Decision Making workshop. Held at the Institute of Materials, Minerals and Mining, London. 2nd Febrary 2012.
Electronic Collection Management: How statistics can, and can't, help.Selena Killick
Presentation delivered at the ASLIB Engineering & Technology group and the Aerospace & Defence Librarians Group event titled: Surviving the recession: maximising your value. Held at Imperial College on the 15th of November 2011.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.Selena Killick
Presentation delivered at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Presents the findings of a qualitative research project into the expectations of UK academic higher education library customers.
Evaluating the Big Deal: What metrics matter?Selena Killick
In April 2010 the Cranfield University Libraries embarked upon a review of the electronic journal packages. Following research into usage metrics employed at other institutions a number of key performance indicators were developed and assessed using a standardised Excel template. The resulting information helped to inform a cancellation decision.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
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Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
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The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
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This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
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The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
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1. LibQUAL+®: The UK and Irish
Experience
Selena Killick
Library Quality Officer, Cranfield University
J. Stephen Town
Director of Information, The University of York
5. LibQUAL+® Participants by HE Sector
HE colleges
3% Irish Republic RLUK
13% 23%
Post-1992
30%
Pre-1992
31%
6. LibQUAL+® Libraries by HE Sector
80
70
60
50
40
30
20
10 55% 33%
57%
7%
0
RLUK Pre-1992 Post-1992 HE colleges
LibQUAL+ Libraries Non-LibQUAL+ Libraries
7. LibQUAL+® Participants by Mission Group
Million+
Russell Group
27%
27%
University
Alliance
16% 1994 Group
30%
8. LibQUAL+® Libraries by Mission Group
30
25
20
15
10
60% 68% 44%
5
30%
0
Russell Group 1994 Group University Alliance Million+
LibQUAL+ Libraries Non-LibQUAL+ Libraries
11. Highest Desired
ID Question Desired Years in
(2011.5) Top 5
Making electronic resources accessible
IC-1 from my home or office 8.27 9
Print and/or electronic journal collections
IC-8 I require for my work 8.10 8
A library Web site enabling me to locate
IC-2 information on my own 8.09 9
LP-2 Quiet space for individual work 8.04 1
Making information easily accessible for
IC-7 independent use 8.02 2
12. Least Desired
ID Question Desired Years in
(2011.5) Bottom 5
AS-2 Giving users individual attention 6.84 9
LP-5 Space for group learning and group study 7.23 9
Library staff who instill confidence in
AS-1 users 7.48 8
Dependability in handling users' service
AS-9 problems 7.73 3
Library space that inspires study and
LP-1 learning 7.77 2
13. SCONUL LibQUAL+® Dimension Minimum Mean
Comparisons
6.70
6.60
6.50
6.40
6.30
6.20
6.10
6.00
Affect of Service Information Control Library as Place Overall
Minimum Mean 2004 Minimum Mean 2011.5
14. SCONUL LibQUAL+® Dimension Desired Mean
Comparisons
8.10
8.00
7.90
7.80
7.70
7.60
7.50
Affect of Service Information Control Library as Place Overall
Desired Mean 2004 Desired Mean 2011.5
15. SCONUL LibQUAL+® Increasing Minimum Expectations
7.00
6.80
6.60
6.40
6.20
6.00
5.80
5.60
5.40
5.20
5.00
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
16. SCONUL LibQUAL+® Decreasing Desired Expectations
8.10
8.00
7.90
7.80
7.70
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
20. SCONUL LibQUAL+® Dimension Perceived Mean
Comparisons
7.20
7.00
6.80
6.60
6.40
6.20
6.00
5.80
5.60
Affect of Service Information Control Library as Place Overall
Perceived Mean 2004 Perceived Mean 2011.5
21. SCONUL LibQUAL+® Overall 2004 - 2011.5
8.50
8.00
7.50
7.00
6.50
6.00
5.50
2004 2005 2006 2007 2008 2009 2010 2011.5
Minimum Mean Desired Mean Perceived Mean
22. SCONUL LibQUAL+® Affect of Service 2004 - 2011.5
8.50
8.00
7.50
7.00
6.50
6.00
5.50
2004 2005 2006 2007 2008 2009 2010 2011.5
Minimum Mean Desired Mean Perceived Mean
23. SCONUL LibQUAL+® Information Control 2004 - 2011.5
8.50
8.00
7.50
7.00
6.50
6.00
5.50
2004 2005 2006 2007 2008 2009 2010 2011.5
Minimum Mean Desired Mean Perceived Mean
24. SCONUL LibQUAL+® Library as Place 2004 - 2011.5
8.50
8.00
7.50
7.00
6.50
6.00
5.50
2004 2005 2006 2007 2008 2009 2010 2011.5
Minimum Mean Desired Mean Perceived Mean
27. SCONUL & ARL Comparisons: 2004 – 2011.5
Affect of Service
Affect of Service
9.00
8.00
Mean 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
28. SCONUL &Information Control2004 – 2011.5
ARL Comparisons:
Information Control
9.00
8.00
Mean 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
29. SCONUL & ARL Comparisons: 2004 – 2011.5
Library as Place
Library as Place
9.00
8.00
Mean 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
34. The Library is one of the most
oppressively depressing locations on the
face of the earth; its ugly décor and
offensive lighting gnaw at the soul and
the 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.
35. • 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
36. • 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
37. 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].
39. 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!
40. 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