After the Academy

1
After the Academy

• Selena Lock
• LibQUAL Results Meeting
• 22nd August 2005

2
Background
3
Cranfield University at DCMT (RMCS)

• Quality Management Student Perspective Survey
  1993
• Exit Questionnaires 1994-
• Information Services Survey 1996
• Priority Search
• DTC MSc MA Course Students 1997
• Repeat of 1996 methodology

4
Continued

• Researchers Survey 1998
• First Web-based survey PR methodology
• SCONUL ACPI WGUS Survey 1999
• Satisfaction vs importance template PR analysis
• University Libraries Survey 2001
• SCONUL template PR analysis
• LibQUAL Pilot 2003
• LibQUAL 2005

5
LibQUAL 2003
6
LibQUAL 2003

• Ran LibQUAL March 2003
• 538 Responses overall
• 166 at DCMT
• Overall results were positive
• Further data analysis conducted by the Library
  and Information Statistics Unit at Loughborough

7
LISU Report

• Campus breakdown necessary
• Also provided analysis
• By user group
• By gender
• By discipline (overall)
• Comparisons of campuses
• Comparisons to the SCONUL Average
• Comparisons to a US Average
• Including commentary recommendations

8
Further analysis conducted

• Comments analysed in-house
• Detailed management report produced at DCMT
• Building upon LISU findings
• Including Comment analysis

9
LibQUAL 2005
10
LibQUAL 2005

• Ran LibQUAL February to April 2005
• 768 Responses overall
• 237 at DCMT
• 15.8 Response rate
• Overall results were positive
• Decided to develop analysis skills internally

11
2005 Service Quality Evaluation Academy

• Intensive five-day programme
• Focused on both qualitative and quantitative
  methods for collecting and analyzing library
  service quality data
• Some focus on LibQUAL, but basic concepts
  applicable to service quality evaluations in
  general
• Introduced the use of Atlas.TI and SPSS to
  analyse results

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Austin, TX
13
What did I gain?

• Full understanding of all LibQUAL data and how
  it is calculated
• Further advanced statistical measures
• Experience in using SPSS to calculate these
• Understanding of Qualitative methods
• Experience in Focus Groups
• Practical knowledge of how to use Atlas.TI with
  LibQUAL data
• Shared experience with other LibQUAL participants

14
Results of training (so far)

• Detailed DCMT report
• By User Group
• By Discipline
• Business Management
• Computer Science
• Engineering Technology
• Including Comment Analysis
• Initial Benchmarking
• Comparisons with local Exit Questionnaire

15
DCMT Findings
Overall
Library Staff
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Library Staff Findings
Overall Library Staff
DCMT Library Staff
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Comment analysis
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Benchmarking 2005
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DCMT Exit Questionnaire 2003

• Exit Questionnaire
• Conducted June 2003
• Issued to all graduating students
• Ratings calculated on a 6 point scale
• Total responses at Shrivenham 152
• LibQUAL
• Conducted March 2003
• Issued to all staff and students
• Rating calculated on a 9 point scale
• Total responses at Shrivenham 166

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(No Transcript)
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Comparison Conclusions

• Users Perceptions better in Exit Questionnaire if
  not closely matched
• Bigger difference between importance and
  desired
• LibQUAL sets a bigger agenda for chance, even
  when only considering nine questions

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Next Step
23
Further analysis planned

• Detailed analysis of other Campuses results
• Benchmarking
• Internally
• Nationally
• Internationally

24
Potential research

• Is there a correlation between Information Skills
  and Information Control?
• Trend analysis by institution type
• e.g. CURL, Old, New HEC
• Comparisons with SCONUL Statistics
• Comparisons with the SCONUL survey and National
  Student Survey

25
Selena Lock

• Research and Development Officer
• Defence College of Management and Technology
• s.a.lock_at_cranfield.ac.uk