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Enhancing Library Services: Insights from the Saint Mary's University LibQUAL+ Workshop

This presentation outlines how Saint Mary's University successfully implemented the LibQUAL+ process to enhance library services. With around 9,000 students, including 15% international, and a budget of approximately $4 million, the university fostered strong participation in the survey. Key strategies included effective communication and promotion, collaboration with administration, and adaptive monitoring methods. Engaging users from the start and highlighting the survey's importance led to significant involvement, generating 1,537 participants and 717 substantive comments. Results will guide future planning for improved library services.

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Enhancing Library Services: Insights from the Saint Mary's University LibQUAL+ Workshop

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Presentation Transcript

  1. LibQUAL+ Canada Workshop The Saint Mary’s University Experience Madeleine Lefebvre Ottawa, June 14, 2006

  2. Focus of this presentation: How we promoted the process

  3. A few facts about Saint Mary’s…

  4. “The world in one city block” Approx. 9000 students 15% international Undergraduate, Master’s and PhD programs

  5. Approx. $4 million budget 10 FTE prof; 41 FTE support 600,000 user visits per year 385,000 volumes CRKN and Novanet member

  6. Background to LibQUAL+ Decision: • Academic Plan • growth of research agenda

  7. Concerns about the process • amount of local resources needed (i.e., time, IT help) • quality of email addresses

  8. Consulted other local campuses • UNB • Dalhousie

  9. Established LibQUAL+ Committee: 3 librarians plus the University Librarian as Chair

  10. First steps: -Chair attended ARL workshop -Committee analyzed procedures, divided responsibilities and established a timeframe

  11. Emphasized promotion from Day One: • within the library • outside of the library • enlisted support of Academic VP and Public Affairs

  12. Within the library -kept all staff informed about the purpose and the process • encouraged staff to fill out the survey • assured staff it wasn’t a punitive process

  13. Outside of the library -discussed at Deans’ meetings • Senate Library Committee • Student Reps Council of SMUSA • Senior Administrators meetings

  14. The food factor Discussed enthusiastically in coffee shop line, at faculty lounge, etc

  15. Chose survey dates carefully -at start of winter semester, letter from Academic VP went to entire university community

  16. End of week before survey went live - global voicemail from Academic VP went to entire university community

  17. Week survey went live • email to entire university community • dedicated webpage with FAQs www.smu.ca/library/survey

  18. -news release on university homepage -tent cards on carrels -button on library homepage -bookmarks

  19. -Emphasized the planning process and the need for input: “Be part of the solution” -Emphasized everything from the user point of view, not the library’s

  20. Our Philosophy: -make it clear and concise -user friendly -visually appealing promotional material

  21. -emphasized prizes! -placed ads in student newspaper -large banner by coffee shop -Students’ Centre marquee

  22. During the survey period: -monitored survey progress -follow up global emails -follow up targeted phone calls -final global voicemail from VP

  23. After the survey period: -wide publicity of winners -thanks everywhere

  24. -Publicized our success rate: 1537 participants 717 substantive comments Statistically relevant coverage

  25. Next Steps: • begin planning process from results • attend follow up workshop at ALA

  26. Recommendations for smaller campuses: -have involvement at senior levels • don’t sample • monitor the survey progress closely • use all the excellent resources from ARL

  27. -make it exciting! • make it fun! -make your users feel you care about them!

  28. Most Important: Plan what you are going to do with the results, and tell your users!

  29. Thank you! We’re happy to help others: Madeleine.lefebvre@smu.ca Ron.houlihan@smu.ca

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