A Total Market Survey

1. Interpreting Results A Total Market Survey Colleen Cook Bruce Thompson January 26-27, 2003 ALA Midwinter Meeting Philadelphia

2. Two Interpretation Frameworks • Zone of Tolerance • Score Norms

3. Zone of Tolerance • The area between minimally acceptable and desired service quality ratings • Perception ratings ideally fall within the Zone of Tolerance

4. TAMUAccess to Information Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

5. TAMUAffect of Service Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

6. TAMULibrary as Place Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

7. TAMUPersonal Control Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

8. TAMUUndergraduate Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 24

9. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) TAMU UndergraduateDimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 26

10. TAMUGraduate Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 32

11. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) TAMU GraduateDimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 34

12. Faculty Item Summary Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 2, p. 40

13. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) Faculty Dimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 42

14. Library Staff Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 48

15. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) Library StaffDimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 50

16.           LibQUAL+Assessment Survey Zone of Tolerance (All) Zone of Tolerance Texas A&M University

17. Score Norms • Norm Conversion Tables facilitate the interpretation of observed scores using norms created for a large and representative sample. • LibQUAL+ norms have been created at both the individual and institutional level

18. Institutional Norms for Perceived Means on 25 Core Questions Note: Thompson, B. LibQUAL+ Spring 2002 Selected Norms, (2002).

19. TAMU Solutions • Tiered Information Services • Information Specialists • Virtual Reference • Vast electronic resource base • Deliver Edocs • EdNET • Completely rebuilt content management system

20. The Challenge of Analysis • Securing information that contributes meaningfully to planning and improvement efforts at a local level • Providing analytical frameworks that institutional staff can apply without extensive training or assistance • Helping decision-makers understand success of investments • Finding useful inter-institutional comparisons

21. Summary • LibQUAL+methodology focuses on success from the users point of view (outcomes) • LibQUAL+demonstrates web based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense • LibQUAL+requires limited local survey expertise and resources • Analysis available at local and inter-institutional levels

22. LibQUAL+ Related Documents • LibQUAL+Web Site http://www.arl.org/libqual/ • LibQUAL+Bibliography • http://www.coe.tamu.edu/~bthompson/servqbib • Survey Participants Procedures Manual • http://www.arl.org/libqual/procedure/lqmanual2.pdf