libqual+ finding the right numbers jim self management information services university of virginia...
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LibQUAL+Finding the right
numbers
Jim SelfManagement Information Services
University of Virginia Library
ALA Conference
Washington DC
June 25, 2007
Initial Examination
Focus on the separate user categories Faculty Undergraduates Graduate students
Tally the number of responses 100+ needed in each category
UVa 2006
Responses per category Faculty -- 219 Undergraduates -- 210 Graduate students – 244 Library staff -- 74
The 22 core questions
Examine the notebooks Scan results for each user category Scan the summary charts by dimension Rearrange the dimension charts
Create thermometer graphs Question by question 22 bars for each user category
Identify the red zones
Faculty
Library Staff
Grad Students
Dimension Scores UVa 2006
Undergrads
LibQUAL+ 2006Ratings of Affect of Service
5.00
6.00
7.00
8.00
9.00
Faculty Affect Grad Affect Undergrad Affect Library Staff Affect
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
Faculty
GradsUndergrads
Library Staff
LibQUAL+ 2006Ratings of Information Control
5.00
6.00
7.00
8.00
9.00
Faculty Info Control Grad Info Control Undergrad Info Control Library Staff InfoControl
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
FacultyGrads
Undergrads
Library Staff
LibQUAL+ 2006Ratings of Library as Place
5.00
6.00
7.00
8.00
9.00
Faculty Place Grad Place Undergrad Place Library Staff Place
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
Faculty
Grads
Undergrads
Library Staff
LibQUAL+ 2006University of Virginia Faculty
5.00
6.00
7.00
8.00
9.00
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
LibQUAL+ 2006University of Virginia Graduate Students
5.00
6.00
7.00
8.00
9.00
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
LibQUAL+ 2006University of Virginia Undergraduate Students
5.00
6.00
7.00
8.00
9.00
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
LibQUAL+ 2006University of Virginia Library Staff
5.00
6.00
7.00
8.00
9.00
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
LibQUAL+ 2006AS-3: Employees who are consistently courteous
5
6
7
8
9
AS-3 Courtesy Faculty AS-3 Courtesy Grads AS-3 Courtesy Undergrads AS-3 Courtesy Library Staff
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
Faculty
Grads Undergrads
Library Staff
LibQUAL+ 2006IC-8: Journal Collections
5
6
7
8
9
IC-8 Journals Faculty IC-8 Journals Grads IC-8 Journals Undergrads IC-8 Journals Library Staff
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
Faculty Grads
Undergrads
Library Staff
Red Zones at UVa
Journal Collections Faculty Grad Students
Website Faculty
Remote access Grad students
LibQUAL+ 2006Areas Needing Attention
5
6
7
8
9
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
Grads Remote Access
FacultyLibrary Website
Faculty Journals
Grads Journals
Following up with Journals
Who is unhappy? Drill down by discipline and user category.
Why are they unhappy? Read the comments Conduct targeted interviews
LibQUAL+ 2006UVA Faculty and Graduate Student Ratings of Journal Collections
5.00
6.00
7.00
8.00
9.00
ArchitectureFaculty
EducationFaculty
EngineeringFaculty
HumanitiesFaculty
Science/MathFaculty
SocialScienceFaculty
ArchitectureGrads
EducationGrads
EngineeringGrads
HumanitiesGrads
Science/MathGrads
SocialScienceGrads
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
Among the 22 core questions,the most desired are: Faculty
Journal collections 8.60 Web site 8.49
Grad Students Journal collections 8.61 Remote access 8.53
Undergrads Modern equipment 8.35 Comfortable and inviting location 8.29 Space that inspires study and learning 8.29
Among the 22 core questions,the least desired are: Faculty
Community space for group learning 6.56 Quiet space for individual activities 7.03
Grad Students Community space for group learning 6.86 Giving users individual attention 7.27
Undergrads Giving users individual attention 7.06 Employees who instill confidence 7.30
Benchmarking with Peers:General Satisfaction Questions
In general, I am satisfied with the way I am treated at the library.
In general, I am satisfied with library support for my learning, research, and/or teaching.
How would you rate the overall quality of the service provided by the library?
LibQUAL+ 2006Overall Quality of the Service Provided by the Library
38 ARL Libraries
7.87
7.637.63
6.51
6.61
5.87
7.487.52
7.87
5.5
Undergraduates
Graduates
Faculty
UVA UVA
UVA
LibQUAL+ 2006Faculty Ratings of Journal Collections
ARL Libraries
5.00
6.00
7.00
8.00
9.00
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37
Red Square = Perceived Service Performance
Top of Blue Bar = Desired Level of Service
Bottom of Blue Bar = Minimum Level of Service
UVA
