LibQUAL

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LibQUAL from a Technological PerspectiveA
Scalable Web-Survey Protocol across Libraries
Jonathan D. Sousa Technical Applications
Development Manager Association of Research
Libraries
Fred Heath Dean of the University LibrariesTexas
AM University
Spring 2003 CNI Task Force Meeting Washington,
DC April 28 - 29, 2003
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Session Goals

• Introduce LibQUAL
• Discuss its rapid growth and its requirements
• Explain its current hardware and software
  configuration
• Present some of the challenges we have faced
• Demonstrate how we have met those challenges in
  this project
• What to do with all of this wonderful data

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The Problem of Assessment in Research Libraries

• ARL Membership Criteria Index variables emphasize
  inputs, primarily expenditures
• To rise in the ARL Index it is only necessary to
  spend more
• No demonstrable relationship between expenditures
  and service quality
• Lack of metrics describing performance

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LibQUAL? Description

• LibQUAL? is a research and development project
  undertaken to define and measure library service
  quality across institutions and to create useful
  quality-assessment tools for local planning.

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LibQUAL? Background

• An ARL/Texas AM University joint developmental
  effort based on SERVQUAL
• A. Parasuraman, L. Berry, V. Zeithaml in 1985
• LibQUAL? initially supported by a 3-year grant
  from the U.S. Department of Educations Fund for
  the Improvement of Post-Secondary Education
  (FIPSE)
• Initial project established an expert team,
  regrounded concepts, and designed survey
  methodology

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LibQUAL? Project Goals

• Establishment of a library service quality
  assessment program at ARL
• Development of web-based tools for assessing
  library service quality
• Development of mechanisms and protocols for
  evaluating libraries
• Identification of best practices in providing
  library service

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Survey Design Considerations

• Three scales exploring optimal, minimal, and
  actual service levels
• Twenty-five questions clustered around four
  dimensions
• Survey covers a sample of targeted user
  population
• Data illuminates gap between desired level of
  service and perception of experience

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Survey Process

• Web-based survey hosted at a centralized location
• Each participating institution receives a URL
  with a unique code embedded
• When individuals take the survey, they see a
  version tailored to their institution and
  situation
• Results are compiled, analyzed, and distributed
  by the LibQUAL team at the end of the survey run

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Survey Structure Page 1
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Survey Structure Page 2
(Full View)
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Survey Structure Page 2(Detail View)
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Survey Structure Page 3
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LibQUAL Growth
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Rapid Growth in Other Areas

• 4 Languages
• American English
• British English
• French
• Dutch English
• 7 Consortia
• Each has 5 local questions added to the survey

• 7 Types of Institutions
• Academic Health Sciences
• Academic Law
• Academic Military
• College or University
• Community College
• Public
• State

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Software

• Database
• SQL Server 2000 from Microsoft
• Programming Language
• ColdFusion MX from Macromedia
• Data Analysis Software
• SPSS
• Report Production Software
• Crystal Reports

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LibQUAL Survey Database
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LibQUAL Site Database
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Hardware Configuration
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Technological Challenges of LibQUAL

• Administration of the Project
• Compatibility with platforms and browsers
• Flexibility / Complexity of survey itself
• Local network limitations / Caching
• Data analysis and distribution
• These challenges have been met by

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Online Administration System
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Technological Challenges of LibQUAL

• Administration of the Project
• Compatibility with platforms and browsers
• Flexibility / Complexity of survey itself
• Local network limitations / Caching
• Data analysis and distribution
• These challenges have been met by

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Variety of Browsers Used in 2002
Frequency of Browser/Platform/Network Cache
Combination in 2002 Survey Data
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Client-side Versus Server-side Programming

• Javascript
• Cookies
• Data Validation
• Interactivity

• Dynamic Page Creation
• Data Processing
• Data Storage
• Data Validation

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Technological Challenges of LibQUAL

• Administration of the Project
• Compatibility with platforms and browsers
• Flexibility / Complexity of survey itself
• Local network limitations / Caching
• Data analysis and distribution
• These challenges have been met by

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Flexible Database Structure / Online Management
Tools
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Technological Challenges of LibQUAL

• Administration of the Project
• Compatibility with platforms and browsers
• Flexibility / Complexity of survey itself
• Local network limitations / Caching
• Data analysis and distribution
• These challenges have been met by

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Network, Caching

• Local network problems remain a persistent issue
  with no clear solution other than liaison
  education
• Network caching has steadily diminished as a
  problem as the survey has been shortened
• Certain areas of the country remain hotspots
  for network issues

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Technological Challenges of LibQUAL

• Administration of the Project
• Compatibility with platforms and browsers
• Flexibility / Complexity of survey itself
• Local network limitations / Caching
• Data analysis and distribution
• These challenges have been met by

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Data Analysis and Report Production

• The process has been streamlined by generating
  reports directly from the database
• No perfect solution here since our needs are both
  aesthetic and analytical and few software
  packages address both aspects well
• Constantly reevaluating our deliverables and how
  they are produced to look for ways to improve

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Trove of Data How Do We Use It?

• Longitudinal analysis across years of survey
  data
• Online analysis tools
• Web Services and XML

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LibQUAL Resources

• Websiteold.libqual.org
• Publications old.libqual.org/publications
• Events and Training old.libqual.org/events
• Emailjonathan_at_arl.orgfheath_at_tamu.edu