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 ARL average
• Peer-to-peer

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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

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

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Comment Analysis
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Highlighting Issues
The only element that needs some work is the ability to interrogate library resources from remote desktops. Postgraduate Computing Information Technology DCMT Library 31 - 45 Male Full-time
The new web page of the library (electronic access to various journals) is not as good or as easy to use as before. Academic Staff Electrical Engineering DCMT Library 31 - 45 Male Does not apply / NA
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Longitudinal Analysis
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Year-on-Year Change
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Changes over three years
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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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Peer-to-Peer 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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Find Benchmarking Partners
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Accessing other institutions results

• You can access all 2006 participants PDF reports
  from the Results section of Web site
• All SCONUL participants agree to share their
  results with each other across all years, contact
  Selena for access
• Contact each other and work together to share
  your electronic data files (SPSS or Excel) to
  allow further detailed benchmarking

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