Using LibQUAL to Rethink Public Services

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Using LibQUAL to Rethink Public Services

• June 2003

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Amy KnappUniversity of Pittsburgh

• AKNAPP_at_PITT.EDU

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Agenda

• What we learned about/via the process of our
  involvement 2000-2003.
• Specifically, how our library has used the data
  (qualitative and quantitative) to enhance library
  services based on your users' perspectives.
• Additionally, because of our position as a
  LibQUAL repeater, Ill share what our users'
  responses to those changes have been - as
  reflected by
• subsequent LibQUAL data
• by experiences

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Before you begin

• You have to be committed to change
• You have to be committed to listening
• Not defensively
• Using LibQUAL as tool for communication
• You have to be prepared to use LibQUAL as an
  assessment tool not as tool for comparison to
  others

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Before you get started

• Establish who will be doing what.
• Establish timeline that works best for your
  institution.
• Establish process for handling user questions,
  requests.
• Publicity and staff awareness

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Launching the survey

• Writing the perfect invitational memo
• Working with IT on set-up.
• Expect some glitches. Be flexible!
• Addressing comments/responses.

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Dealing with the data

• Youve asked them, now listen!
• Resist the temptation to be defensive!
• Interpreting the data.
• Where to begin
• As many places, we first addressed the worst
• Subsequent years try to close the gaps between
  (what I call) good and great

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Dealing with the data

• Thinking creatively about how to address major
  issues and concerns
• Complete runs of journal titles
• Library as Place
• Communication
• Resist the temptation to use it as a comparison
  with others.
• Its really about your users and their needs.

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Using the data over time to assess change

• As a repeat participant we were able to use our
  data to measure the impact of changes we made
  based on user input.
• Library as Place
• Document Deliverywaiting to see!
• Communicate to users (and staff!) your commitment
  to continuous improvement.

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The rethinking process

• Largest LibQUAL implementation.
• Charged with determining what our users need and
  implementing services to meet those needs.
• Worked with Julia Blixrud of ARL to develop a
  process.
• Analyzed LibQUAL data over time.
• Used this data to inform focus groups.

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Focus group process

• Twelve groups of faculty, undergrads, graduate
  students for all disciplines.
• Asked ten questions regarding nature and
  frequency of use, and satisfaction with library
  resources and services.
• Questions based on LibQUAL data.

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What we found

• Value competent, knowledgeable in-person
  assistance
• Lack awareness of library resources and services.
  Although users are generally pleased with
  resources available, they expressed concern
  regarding keeping up with pace of information
  resources added to the collections
• Appreciate electronic resources and the
  convenience of desktop access
• Many faculty and students, especially in the
  humanities, continue to rely on print resources.

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Recommendations

• Libraries to Go!
• Digital reference service
• Increase library instruction
• Renewed emphasis on public service training
• Undergraduate initiatives
• Peer-to-peer library consultants
• Undergraduate Information Commons
• Wireless laptop project

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Conclusions

• Obvious--we took the findings and redesigned
  services to meet our user needs.
• Less obvious--communicated too our staff and
  users our commitment to solicit user input and
  use it to design library resources and services.
• Where do we go from here?

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LibQUAL

• LibQUAL measures dimensions of perceived library
  quality that is, each survey question is part of
  a broader category and scores within those
  categories are analyzed in order to derive more
  general information about library users
  perceptions of service

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It would be great if you could provide as a
repeat participant, the UPitt experience.
Specifically, how your library has used your data
(qualitative and quantitative) to enhance your
library services based on your uers'
perspectives. Additionally, because of your
unique position as a repeater, if you could share
what your users' responses to those changes have
been - either as reflected by subsequent LibQUAL
data or by anecdotal stories or both. I think
this audience would really benefit from your
experience. Attached is a preliminary agenda to
give you an idea about the workshop content and
activity.
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LibQual 2002

• Additionally refined to reflect information
  gathered from 2000 and 2001 surveys and input
  from libraries
• 25 Questions
• Measured 4 separate dimensions including
• Service Affect
• Library as Place
• Personal Control
• Information Access