Listening to Users: The Role of Assessment in Changing Library Space to Meet User Needs

1. Listening to Users: The Role of Assessment in Changing Library Space to Meet User Needs ARL Library Assessment ConferenceSeptember 26, 2006 Kimberly Sweetman & Lucinda Covert-Vail

2. Today’s Presentation • NYU Bobst Library renovation • Assessment measures • Outcomes • Assessment measure repurposing • Creating a culture of assessment • Conclusion

3. Why • LibQual+ results • Multiple assessments • Public culture of libraries • Users define the space - interactions, activities • Consultative, iterative process • Public relations, user outreach

4. Renovation opened Fall 2004 4 floors renovated User spaces w/undergraduate focus Staff spaces Reference center Features 24X7 Group study rooms Wireless Computer classrooms/labs Consultation rooms ADA compliance Bobst Library Renovation

5. User Assessment • Web-based user preference surveys (pre and post renovation) • User activity survey • Advisory and focus groups • LibQual + -- 2002 and 2006

6. Developed in conjunction with architectural firm Posted on library website Pre-renovation Focused on specifics of library use Sought opinions on Preferred workspace Visual environment Privacy & security Navigation & signage Lighting & acoustics Furnishings & equipment Library ambience User Preference Survey #1

7. User Preference Results • 330+ respondents “self-reported” their preferences • 61% students & 24% faculty • Primarily daily or weekly library users • 45% indicated library DID NOT meet their needs • Technology --wireless, power outlets • Food • Group and individual use • Library personality: quiet, comfortable, clean,well-lighted space

8. Self-reporting v. observation Anecdotal, staff opinions Library as social space Relation between users & physical environment Tools for working, studying Spatial analysis Observational sweeps 3 times/day Variables including seating, location, possessions, activities Design & pretest Multitasking Furniture choices Group v. individual User Activity Survey

9. Bobst Renovation Advisory Committee -Students, faculty & librarians PSAC & FAS Library Advisory Committee Undergraduate & graduate focus groups Test conclusions from observation studies Review LibQual results Test layouts, furniture, technology conclusions Naming conventions Focus & Advisory Groups

10. Design Issues • Value-engineering • Physical layout • seating arrangements • social v. individual, solitary space • study space • Technology access • General ambience/environment • User preferences and behaviors • Lighting

11. Post-renovation Assessments • Revised web survey - service improvements, added power, food choices, outreach • LibQual+ 2006 - shift in library as place perception • Exit data • User activity observation study

12. Repurposing the User Activity Study • Quality of Life Committee (QLC) • Summer 2004 • Charge included developing new food, drink and cell phone tolerance policies • Charge included assessment and adjustment

13. Repurposing the User Activity Study • QLC had not taken baseline measurements • User Activity Study served as an acceptable baseline • Instances of food and drink lumped together as “rulebreaking” • Cell phone baseline not comparable, but cell phone use not problematic

14. User Activity Study

15. User Activity Study (simplified)

16. Original Seating Type Group Work Library Materials Personal Materials Computer Use Eating/Drinking Cell Phone (possession) Repurposed Seating Type Eating Drinking (covered) Drinking (uncovered) Cell Phone Use Notes User Activity Study Changes

17. QLC UAS Results • Library use in renovated areas increased 35% • Users complied with cell phone policies • Food and drink non-compliance reduced in most areas as a result of new policy and QLC efforts • Overall instances of food and drink rule-breaking reduced from 20% to 13%

18. QLC Outcomes • QLC became a standing committee • QLC has continued assessment activities & adjusted campaign • Roving Library Assistants hired • Additional benches installed in cell phone approved areas • QLC one example of our move toward a culture of assessment

19. Toward a Culture of Assessment Work-Groups teach measurement & assessment methods to staff while bringing people together around a “problem.” Examples: -Study the efficacy of the book search process -Plan a project to install security tags in 600,000 volumes -Plan the Roving Library Assistant program -Plan a departmental open house

20. Towards a Culture of Assessment WG Outcomes: Not only do problems get solved, but early data suggest that as a result of participating in a work group: • Staff develop an appreciation for using data to make decisions • Staff are more comfortable approaching coworkers they met through a work group • Some staff are more comfortable approaching coworkers in general, even those they did not meet through the work group

21. Conclusion • Renovation was a success • Bobst Library received the 2005 class legacy gift • “Light, state-of-the-art and most importantly, inviting…[and] so far, NYU has gotten it just right.” • WashingtonSquare News

22. Conclusion We shape our buildings, thereafter they shape us --Winston Churchill

23. Conclusion • We not only improved our space, but also began to improve our library culture: • We learned how to listen to our users • We learned how to critically evaluate our programs and services • We learned the value of using data to inform decisions • We are slowly but surely spreading these lessons throughout the library • Staff involvement in renovation, QLC and work groups has both helped to change our culture and evidenced our changing culture

24. Conclusion To Paraphrase Winston Churchill: We asked users to help us to shape our building, now they are helping to shape everything we do.

25. Listening to Users Thank You Kimberly Burke Sweetman kb26@nyu.edu Lucinda Covert-Vail lcv@nyu.edu