libqual + surveying the library’s users supervisor’s meeting march 17, 2004
Post on 25-Dec-2015
213 Views
Preview:
TRANSCRIPT
The culture of assessment
“Assessment efforts should not be concerned about valuing what can be measured, but instead about measuring what is valued."-A.W. Astin
LibQUAL+
Developed by the Association of Research Libraries & Texas A&M University and based on a business model called SERVQUAL
Identify the key elements that determine a customer’s satisfaction
Adapt service quality measures to libraries
Quantify results so that they can be compared over time and shared with other libraries
LibQUAL+
Pilot at Texas A&M
2000-03 test the LibQUAL questionnaire at 400 academic and special libraries
Collect a pool of responses large enough to demonstrate the validity of questions
2004 LibQUAL+ program standardizes questions and survey form
LibQUAL+ Gathering user feedback
27 questions to measure 3 factors:The affect of service (e.g. empathy, responsiveness, assurance)
The library as a physical space
Information control (e.g. scope, timeliness, convenience, ease of use).
General demographic information for each respondent
LibQUAL+ at ChicagoSome reasons to invest our time now on a user survey
Assess the effect of recent library & university changes
Learn more about user expectations
Respond to SPG & SPG focus group suggestions
Information for a new library director
LibQUAL+ at Chicago
January 2004 decision to use LibQUAL+Form a survey teamIdentify pool of participants (to sample or not to sample?) Establish survey address and web pageSelect optional questions & pretest surveyCommunicate to library staffAnnounce LibQUAL+ to university community
LibQUAL+ at ChicagoApril 12-May 3 survey period
Invite selected participants & provide them with the web survey URL
Respond to survey problems, bounced e-mail addresses, informational questions
All survey responses are managed at the LibQUAL survey center in Texas
All personal information is disaggregated from survey responses
LibQUAL+ at ChicagoFollow-up
Analysis of LibQUAL+ results by LibQUAL + survey center provided in Summer
User comments
Printed reports
Data
Interactive web site with graphs & charts
July ALA follow-up meeting
LibQUAL+ at ChicagoFollow-up
Chicago activities
Study reports and draw some preliminary conclusions
Work with Library’s Assessment Group to communicate work to staff & user community
Determine further local analysis needs
In Summary
Survey user expectations about the library with the LibQUAL+ standard surveyConduct survey Spring Quarter 2004Assess, analyze and, communicate resultsIntegrate LibQUAL+ information with other library assessment work
For more information
LibQUAL + at Chicago web site www.lib.uchicago.edu/staffweb/groups/libqual/Contact the survey group
survey @lib.uchicago.eduSurvey team
David LarsenSheri LewisRebecca StarkeyAndrea Twiss-BrooksKathleen Zar
top related