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A fairytale about “ 22 items and a box ”. Martha Kyrillidou Director, ARL Statistics and Measurement Program Association of Research Libraries. LibQUAL+™ Meeting San Antonio, TX and London, UK Jan 23 and Feb 1-2 2006. old.libqual.org. Library Assessment.
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A fairytale about “22 items anda box” Martha Kyrillidou Director, ARL Statistics and Measurement Program Association of Research Libraries LibQUAL+™ Meeting San Antonio, TX and London, UK Jan 23 and Feb 1-2 2006 old.libqual.org
Library Assessment “The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996 old.libqual.org
Total Circulation Note. M. Kyrillidou and M. Young. (2003). ARL Statistics 2002-03. Washington, D.C.: ARL, p.8. old.libqual.org
Reference Transactions Note. M. Kyrillidou and M. Young. (2003). ARL Statistics 2002-03. Washington, D.C.: ARL, p.8. old.libqual.org
In an Ocean of Information How do you Define and Measure Library Service Quality? old.libqual.org
LibQUAL+™ Goals • Improve mechanisms and protocols for evaluating libraries • Develop web-based tools for assessing library service quality • Identify best practices in providing library service • Support libraries seeking to understand changes in user behavior • Assist libraries seeking to re-position library services in the new environment old.libqual.org
Partnership among ARLTexas A&Mhundreds of librariesthousands of users old.libqual.org old.libqual.org
The LibQUAL+™ Premise “….only customers judge quality; all other judgments are essentially irrelevant” PERCEPTIONS SERVICE Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press. old.libqual.org
Multiple Methodsof Listening to Customers • Transactional surveys* • Mystery shopping • New, declining, and lost-customer surveys • Focus group interviews • Customer advisory panels • Service reviews • Customer complaint, comment, and inquiry capture • Total market surveys* • Employee field reporting • Employee surveys • Service operating data capture *A SERVQUAL-type instrument is most suitable for these methods A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000). Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C. old.libqual.org
Dimensions old.libqual.org
Survey Structure – Page 2(Detail View) old.libqual.org
Colleges and Universities old.libqual.org
2005 Highlights old.libqual.org
LibQUAL+ surveys by type old.libqual.org
LibQUAL+™ Languages old.libqual.org
surveys by language old.libqual.org
LibQUAL+™ Surveys by Consortium old.libqual.org
Participating libraries by country old.libqual.org
Surveys by Session 2004-2005 old.libqual.org
2006 registrations as of 1/13 • 209 Registrations (as of 1/13) • 100 participating with a consortium • 61 international surveys • 36 ARL libraries (main, medical, & law counted separately) • 107 first-time participants • 4 seventh year participants (Arizona, Houston, TAMU, and Pittsburgh) Five new consortium: -AJCU Academic Libraries -Georgia Consortium -North Carolina Community Colleges -Massachusetts LSTA grant group -National Health Service England Four new languages: -German -Finnish -Danish -Norwegian old.libqual.org
Think outside ofthe box old.libqual.org
… a revolution in making Il est plus nécessaire d'étudier les hommes que les livres —FRANÇOIS DE LA ROCHEFOUCAULD (1613–1680) old.libqual.org
Library Values • are reflected in: • physical environment (Library as Space) • warmth, empathy, reliability and assurance of library staff (Affect of Service) • ability to control the information universe in an efficient way (Information Control) • are unifying and powerful forces for: • Overcoming language and cultural barriers • Bridging the worlds of our users • Improving library services • Advancing the betterment of individuals and societies old.libqual.org
Sensitivity to context “If sensitivity to context is important in benchmarking, these new … studies will hopefully confirm this … both empirical and ethnographic methods are necessary to disentangle potentially erroneous assumptions and illuminate contextual and cultural differences that affect both expectations of library customers, and library performance” Rowena Cullen (IFLA, August 2003) old.libqual.org
Online Resources • StatsQUAL™ Website:http://www.statsqual.org • LibQUAL+™ Website:http://www.libqual.org • Publications:http://www.libqual.org/publications • Events and Training:http://www.libqual.org/events • LibQUAL+™ Bibliography:http://www.coe.tamu.edu/~bthompson/servqbib • LibQUAL+™ Procedures Manual:http://www.libqual.org/Manual/index.cfm old.libqual.org
LibQUAL+™ Contacts • Martha Kyrillidou • Director, Statistics & Measurement Program • martha@arl.org • Richard Groves • Research Assistant - Statistics & Measurement • richard@arl.org • Jonathan D. Sousa • Technical Applications Development Manager • jonathan@arl.org • MaShana Davis • Junior Technical Applications Developer • mashana@arl.org old.libqual.org
