How to participate in LibQUAL and effectively utilise the data

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How to participate in LibQUAL and effectively
utilise the data
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Further analysis conducted at Cranfield

• Campus library results
• Results notebook recreated for each campus
  library
• Results by discipline
• Detailed analysis of comments (time consuming)
• Longitudinal analysis
• Internal benchmarking
• External benchmarking
• SCONUL average
• ARL average

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Campus Library Results
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Overall CU Results 2005
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Overall DCMT Results 2005
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DCMT Results 2005
Question Text DCMT Superiority Mean DCMT Desired Ranking
Making electronic resources accessible from my home or office -1.26 9
A library Web site enabling me to locate information on my own -1.13 2
Easy-to-use access tools that allow me to find things on my own -0.93 10
The main texts and readings I need for my work -0.88 1
The electronic information resources I need -0.74 7
Library space that inspires study and learning -0.71 22
Print and/or electronic journal collections I require for my work -0.71 5
Making information easily accessible for independent use -0.71 16
Modern equipment that lets me easily access needed information -0.65 6
Timely document delivery / interlibrary loan -0.59 14
The printed library materials I need for my work -0.49 17
A haven for study, learning, or research -0.48 20
Availability of subject specialist assistance -0.44 23
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DCMT Results 2005
Question Text DCMT Superiority Mean DCMT Desired Ranking
Quiet space for individual work -0.37 24
Library staff who instill confidence in users -0.35 13
Dependability in handling users' service problems -0.25 12
Library staff who have the knowledge to answer user questions -0.23 4
Library staff who understand the needs of their users -0.23 15
Space for group learning and group study -0.12 27
Library keeping me informed about all of its services -0.07 25
Willingness to help users -0.07 8
Giving users individual attention -0.02 18
A comfortable and inviting location 0.00 21
Readiness to respond to users' enquiries 0.02 3
Provision of information skills training 0.11 26
Library staff who deal with users in a caring fashion 0.18 19
Library staff who are consistently courteous 0.28 11
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Results by Discipline
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Business and Management
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Computer Science
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Comment Analysis
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Comments Received 2005

• 153 Comments received overall
• Results grouped by topic
• Catalogued by
• Dimension
• Discipline
• User group (Undergrad / Postgrad etc.)
• Sex
• Age

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Longitudinal Analysis
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(No Transcript)
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Internal Benchmarking
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(No Transcript)
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External Benchmarking
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External Benchmarking
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Utilising the data - results

• Reports
• To senior management
• To Library User committees
• Quality department
• Academic departments
• Supporting departments (Computing)
• For annual report
• Newsletters
• Inspectorate

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Utilising the data - results

• Presentations
• Learning centre staff
• Senior management
• Web pages
• Displayed on notice boards
• Focus groups created to tackle specific issues
  raised by survey findings

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Utilising the data - free text comments

• Communicated to Library staff
• Notice boards
• Web pages
• Reports to management and committees

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Making the most out of your data
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• Further data analysis is necessary to maximise
  the potential of your results
• Initial results will provide an overview of your
  service
• Detailed analysis allows further issues to be
  highlighted

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LibQUAL Analysis Service

• Basic overall summary for a campus ½ a day per
  campus
• Full campus report 1.5 days per campus
• Additional subject analysis 1.5 hours per
  subject

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Acknowledgements

• Selena Lock, RD Officer, Cranfield University
• All SCONUL and ARL LibQUAL Participants

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J. Stephen Town

• Director of Information Services
• Defence College of Management and Technology
• Deputy University Librarian
• Cranfield University
• j.s.town_at_cranfield.ac.uk