LibQUAL at LSBU

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LibQUAL at LSBU

• Peter Godwin
• 19 January 2005

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LibQUAL at LSBU

• When did we use it?
• How did it work at LSBU?
• When did we get the results?
• What did we learn from the results?
• Sample comments

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When did we use it?

• Spring 2003 and spring 2004
• It replaced internal surveys
• First year was treated as a pilot
• Last year was more valid

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How did it work at LSBU?

• E-mails sent out to academic staff and all
  students, inviting them to take part, with link
  to the Web site. Main thrust was on first Monday.
• We customised our particular survey on the
  LibQUAL Web site
• They filled it in anonymously, but could put in
  e-mail address to qualify for prize
• We watched take-up on LibQUAL Web site and send
  out reminders accordingly

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When did we get the results?

• By mid-June
• This meant we could use them to inform decisions
  about this academic year

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Hints for success

• Have paper forms available
• Give a good incentive
• Hand out forms in canteens and elsewhere

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(No Transcript)
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What did we learn from the results?

• Greater satisfaction with library as a place, and
  very appreciative of our group space
• Opening hours very well received and appreciated
• Satisfaction with access to LISA including from
  home
• Reasonable satisfaction with staff service

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Sample comments

• As new member of academic staff I was never
  invited to an introduction to the library and the
  subject specialist..
• (Academic accountancy,male, 31-45)
• It is improving but some staff is still very
  rood especially gards
• (UG Arts Man/Media/English female student
• 23-30)

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Sample coments

• Need more assistance from library staff and a
  course in caring and how to deal with students
  will help some of the staff
• (UG Business female student 23-30)
• Generally, staff are helpful but some are very
  hostile indeed
• (PG Social Science female student 23-30)

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Sample comments

• Compared with other University libraries it is a
  fine place to find information to learn and work
• (UG Social Science male student 18-22)