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Data Summary

Data Summary. July 27, 2005. Dealing with Perceptions!. Used to quantifiable quality (collection size, # of journals, etc.) Survey of opinions or perceptions Don ’ t take it personally Cannot argue with perceptions

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Data Summary

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  1. Data Summary July 27, 2005

  2. Dealing with Perceptions! • Used to quantifiable quality (collection size, # of journals, etc.) • Survey of opinions or perceptions • Don’t take it personally • Cannot argue with perceptions • Can only attempt to design methods and services to address the perception and increase user satisfaction

  3. LibQUAL+™ Goals • To begin a process of comparison • To measure and demonstrate impact • To choose where to focus further improvements • Commitment to user input and an awareness of the role of users in guiding library initiatives

  4. General Facts • Created by ARL and Texas A&M University • 247 institutions participated in 2005 • Included all UVSC faculty, staff and students • Distributed via direct email, newsletters, Communicator, Academic Communicator, Student News and in print

  5. Response Summary • 442 complete surveys • Incomplete surveys were not kept • Surveys with more than 11 “n/a” responses deleted • Surveys containing more than 9 logical inconsistencies deleted (Minimum should not be higher than Desired rating)

  6. Demographic Summary • Percentage of Respondents by User Group

  7. Demographic Summary • Number of Respondents by Discipline

  8. Demographic Summary • Percentage of Respondents by Age

  9. “22 Questions and a Box” • 22 core statements covering many areas of library service • “When it comes to…” • Minimum, Desired, Perceived Level of Service • Responses 1-9 with 9 most favorable • Service Adequacy Gap • 5 local statements • 1 box for comments • 172 out of 442 surveyed provided comments

  10. Survey Summary • Core statements summarized into three areas (dimensions): • Affect of Service – how the patron is treated • Library as Place – the library facility and environment • Information Control – personal control of and access to information

  11. LibQUAL+ ™ Radar Chart -- All

  12. Service Adequacy (Difference between Perceived Service mean and Minimum Service Mean) • Most Positive Adequacy Means • AS-1: Employees who instill confidence in others (.69) • AS-2: Giving users individual attention (.68) • Negative Adequacy Means • LP-1: Library space that inspires study and learning (-.07) • LP-2: Quiet space for individual activities (-.04)

  13. Core Questions Dimension Summary

  14. LibQUAL+ ™ Radar Chart - Students

  15. LibQUAL+ ™ Radar Chart -- Faculty

  16. Other LibQUAL+ ™ Questions: Library Use (all respondents)

  17. How often do you use resources on the library premises? • Percentage of Students and Faculty

  18. How often do you access library resources through a library Web page? • Percentage of Students and Faculty

  19. How often do you use Yahoo ™, Google ™, or non-library gateways for information? • Percentage of Students and Faculty

  20. Local Questions Summary • Adequacy Mean

  21. Other LibQUAL+™ Questions: Overall Quality & Satisfaction

  22. Other LibQUAL+ ™ Questions: Information Literacy Outcomes

  23. Survey Comments • Alert us to problems or possibilities: • “I’m sure your facilities are able to do so much more than I ever try to access. Sometimes I don’t know where to start ---just like a student. Do you offer research classes? That would be great. Since getting my doctorate, I have forgotten how to use the library as an instructional tool.” • Faculty member, age 46-65 • How-to Tuesdays: “Research for Dummies”

  24. Comments: Positive Perceptions • Great job with the limited resources • Appreciate specific services: ILL, electronic reserve, textbooks • “library has been one of the best things about my experiences at this school” • “happy atmosphere” • “library is the best place on campus” • Staff service

  25. Comments: Negative Perceptions • Noise • Study space • Confusing to find research • Number and currency of resources • Uncomfortable chairs • Slow computers on 4th floor • Number of online resources • Staff service

  26. Some examples of things we can take action on: • Too much cell phone noise • More library staff taking notice of people who are disturbing others • One circulation person to handle everything for course reserves and faculty requests • Revised and improved web interface • Maybe a few Apple computers • No vacuuming during business hours • Some headphones are broken • Put notices in the study rooms of the hours and what time the library and desks close

  27. “We asked them what they thought, now what do we do?” • Commitment to change • Dealing with perceptions: • Promote services and resources you already offer but which users seem not to use or be aware of • Place a greater emphasis on on-going customer service training for library staff • Attempt to address significant collection and access issues with new services

  28. Future Possibilities and Plans • Focus groups to explore problems/solutions • Ex…Library Hours • Compare results with comparable institutions • Carry out every 3 years (2008) • Track and compare data • Use findings for strategic planning

  29. QUESTIONS/COMMENTS?

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