Project web site: old.libqual.org

LibQUAL+™ Process Management:LibQUAL+™ Process Management:Using the Web as a Management ToolUsing the Web as a Management Tool

ALA Midwinter ConferenceSan Diego, California

January 10, 2004

Amy HosethNew Measures Project Assistant

Association of Research Libraries

Consuella AskewLibQUAL+™ Program SpecialistAssociation of Research Libraries

ObjectivesObjectives

• Identify key elements that contribute to a successful survey implementation

• Learn how the LibQUAL+™ Web site can help you manage your survey

What is LibQUAL+™?What is LibQUAL+™?

LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. The program’s centerpiece is a rigorously tested Web-based survey bundled with local training that helps libraries assess and improve library services.

Step 1: DefineStep 1: DefineConsider participation in LibQUAL+™

• When deciding whether to participate, consider project requirements: people, supplies, technology

• Also consider your institutional goals: what do you want to get out of the survey?

Registration and CostsRegistration and Costs

• 2004 participation fee: $2,250 per survey implementation (we expect same fee for 2005

• Other potential costs include:– On-campus marketing and promotion

– Travel costs

– “Cost” of staff time on project

• Registration runs from September-December

TechnologyTechnology

• Work with IT department to select e-mail addresses and compile mailing lists

• Consider your hardware, software, and network connections

• Prepare for any local network issues that could affect your survey

Sample GroupsSample Groups

• Identify your sample groups (undergraduate, graduate, faculty, staff)

• Determine your sample size– Sampling guidelines provided in Procedures

Manual: http://old.libqual.org/Information/Manual/index.cfm

– Minimum recommended sample size for a large institution: 900 undergraduates, 600 graduates, 600 faculty, 600 non-library university staff (optional), and all library staff (optional)

Survey LiaisonsSurvey Liaisons

• Prepare for survey administration

• Communicate with LibQUAL+™ team

• Respond to user feedback

• Work with local IT/academic computing contacts and ARL to resolve any local technical issues

Survey CommunicationsSurvey Communications

How will you promote your survey and communicate results?

• Advertising/marketing

• Survey Web sites

• Flyers and other handouts

Success CriteriaSuccess Criteria

• Dependent on your local situation

• General criteria:– Data analysis yields representative and

useable results

• Response rates, completion rates, and representativeness

Process TimelineProcess Timeline

June-August September November/DecemberOctober

•Register for survey (registration runs through mid-December)

•Designate survey liaison/committee/project team

•Identify and initiate stepsto obtain human subjectsresearch approval from IRB

•Identify sample groups

•Identify best data source toobtain valid e-mail addressesfor sample groups

•Meet with person(s) who will be drawing e-mail addresses to determine process feasibility

•Gather information about LibQUAL+TM survey

•Review resources, budgetary requirements

Step 2: PrepareStep 2: PrepareComplete required steps to launch your survey

• LibQUAL+™ survey Management Center as a management tool

• Several required steps before your survey can go “live”

• Determine whether you need IRB approval

Survey Management CenterSurvey Management Center

Manage Your SurveyManage Your Survey

Survey PreferencesSurvey Preferences

Participants are asked to indicate/provide:

• Support e-mail address

• Language

• Institution logo

• Whether they want SPSS data files

• Whether offering local incentive prizes

• Dates of survey

Survey CustomizationSurvey Customization

• Choose five additional questions (if desired)

• Provide library branch information

• Define disciplines for your institution

PreviewPreview

Preview your survey, exactly as it will appear to users

• Data entered in preview survey is not recorded

• Clicking on “Approve” turns on your actual survey URL

RepresentativenessRepresentativeness

Tell us about your institution:

• User types (undergrad, graduate, faculty)

• Number of users in each discipline

• ARL statistical info. (number of volumes held, etc.)

• Information will be used to determine representativeness of your sample

Step 3: ImplementStep 3: Implement Launch the survey on your campus

• Send survey invitation and URL

• Typical survey run is 3 weeks

• Send 2-3 follow-up reminders to users

• Respond to user feedback

Monitor the SurveyMonitor the Survey

Track your survey’s progress in real-time

• Number of surveys completed, day-by-day

• Surveys completed by user group

• Average completion time

• Turn off survey when finished

Step 4: Wrap-upStep 4: Wrap-upClose down your survey and receive results

• Survey closes to public in early May

• Contact local incentive winners (if you offered a local prize)

• Provide feedback to the LibQUAL+™ team about your survey

• Receive survey results data

Local IncentivesLocal Incentives

• Provides list of randomly selected users for local incentive prizes

• Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)

Post Hoc QuestionnairePost Hoc Questionnaire

Provide the ARL team with information about your survey run

• Sample size

• Number of e-mails sent

• Incentives offered

• Marketing/promotion methods

Evaluation SurveyEvaluation Survey

Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience

LibQUAL+™ ResourcesLibQUAL+™ Resources

Project Web Site <http://www.libqual.org>

LibQUAL+™ Procedures Manual<http://www.libqual.org/Information/Manual/

index.cfm>

LibQUAL+™ Contact InformationLibQUAL+™ Contact Information

• Martha Kyrillidou– Senior Program for Office of Statistics and Measurement

– martha@arl.org

• Consuella Askew– LibQUAL+™ Program Specialist

– consuella@arl.org

• Amy Hoseth– New Measures Project Assistant

– amyh@arl.org

• Jonathan D. Sousa– Technical Applications Development Manager

– jonathan@arl.org