LibQUAL Finding the right numbers

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LibQUALFinding the right numbers

• Jim Self
• University of Virginia Library
• Charlottesville VA USA
• 7th Northumbria Conference
• Stellenbosch, South Africa
• 13 August 2007

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Initial Examination

• Focus on the separate user categories
• Faculty
• Undergraduates
• Graduate students
• Tally the number of responses
• 100 needed in each category

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UVa 2006

• Responses per category
• Faculty -- 219
• Undergraduates -- 210
• Graduate students 244
• Library staff -- 74

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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

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Red Zones at UVa

• Journal Collections
• Faculty
• Grad Students
• Website
• Faculty
• Remote access
• Grad students

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Drilling into the data andmaking internal
comparisons

• By academic status
• By discipline
• By home library

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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

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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

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Benchmarking with PeersGeneral 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?

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Thank you!

• Jim Self
• self_at_virginia.edu
• http//www.lib.virginia.edu/mis/