working with an outside agency to conduct a community survey burlington public librarys experience...

Working with an Outside Agency to Conduct a

Community Survey

Burlington Public Library’s Experience

Burlington Public Library

Melanie Southern OLA Session 1820Coordinator, Strategic Planning & Projects February 2, 2008

BurlingtonPublic Library Today’s Discussion

Insights and tips Support Process Working with consultants Some key findings and impacts Question & Answer

BurlingtonPublic Library Background: Why now?

Our Promise

Identity

BurlingtonPublic Library Background

Facility Projects: Central Library Renewal Project

BurlingtonPublic Library Background

Brant Hills Relocated branch

connected to a renewed community centre

BurlingtonPublic Library Background

Time of Transition in Library Field Time to evaluate Set Priorities

Collections Services Programs

BurlingtonPublic Library Background

Quality of Service Report 2003, City of Burlington – survey ranks City services including the library system

Brant Hills Community Centre and Tyandaga Branch Library Feasibility Study, 2002. Prepared by Ipsos Reid.

Community Consultation Program, 1996. Prepared by Monteith Zelinka Priamo Ltd with Cameron Consulting Services.

Library Service Needs Study, 1990. Prepared by Institute of Environmental Research (1985) Inc.

BurlingtonPublic Library 1996 Library Service Needs

Top ranked services:

1. Borrow books

2. Place holds

3. Inter-Library Loans

4. Delivery of Holds

5. Seating/ study space

Least Important:

1. Feature film videos

2. Internet access – recreation

3. Compact discs (children’s)

4. CD-ROM

5. CDs (music)

Study Conclusions: Top 5

BurlingtonPublic Library Background

2007 Strategic Planning process for the 2007-2011Strategic Plan

Added Bonus: 2006 City of Burlington’s Quality of

Services survey

BurlingtonPublic Library

Funding: $50,000. budget (capital budget)

Support

Where to start?

BurlingtonPublic Library Support

Building for Tomorrow 2005-2007

Strategy B1: Build the Library’s understanding of its users and the community

Strategic Objective B

Understand our community better and target our collections, facilities and services to meet their needs

BurlingtonPublic Library

BurlingtonPublic Library Foundation

Project Brief Purpose and Scope Structure Content Process Timelines Financial commitments

BurlingtonPublic Library Status Update

Actions Required- Deliverables

Work Accomplished Upcoming Activities Issue/Risk/Change management

BurlingtonPublic Library

BurlingtonPublic Library Request for Proposal

http://www.accessola.com/superconference2008/

Saturday: Session 1820

BurlingtonPublic Library RFP

Terms of reference: Introduction Background

Make up of the city

Reference past surveys

BurlingtonPublic Library RFP

Survey Details Content How results will be used Objectives:

Collections and services Facilities Amenities and customer service

BurlingtonPublic Library RFP

Scope of Work & Specifications Orientation and background review Survey design Survey execution

BurlingtonPublic Library RFP

Survey Findings Survey finding

Draft report Final report

Project team/ reporting structure Budget

BurlingtonPublic Library RFP

Timelines Proposal submission requirements Evaluation Criteria City of Burlington’s Standard Terms

and Conditions

BurlingtonPublic Library

BurlingtonPublic Library Who?

Compile a Consultant list: Library list City’s list

BurlingtonPublic Library Selecting your consultant

Short list Interview Reference checks

Ipsos Reid was our selected agency Why?

BurlingtonPublic Library Selecting your consultant

RFP Submission Evaluation Criteria

A. Written response (10 points)

B. Suggested Approach (40 points)

C. Financial Factors (15 points)

D. Proponents History (18 points)

E. Personnel Proposed (17 points)

BurlingtonPublic Library Selecting your consultant

Interview Presentation

Question and answer Check References Document comments

BurlingtonPublic Library

BurlingtonPublic Library Cross Functional Team

Project team: Administration Information Services Children and Youth Services Neighbourhood branches District Branch

BurlingtonPublic Library Team Building

Kick-off meeting: Introductions Background Review of other surveys Ipsos Reid’s submission Timelines Roles and expectations

BurlingtonPublic Library Team Building

Ipsos Reid Training Sampling Questionnaire design Data reports Other issues

BurlingtonPublic Library Questionnaire Development

Test Assumptions User profiles Demographics Location Convenience Facilities

Services Loan Periods Further contact?

BurlingtonPublic Library Questionnaire Development

Comparing Frequency of Usewith other surveys:

FOPL City’s Quality of Services

1-5 times year At least once / week+

6-10 times At least once a month

11-20 times At least one a year

21 times or more Never

Consultants created compatible category breakdowns

BurlingtonPublic Library Team’s Mantra

Need to know? Like to know? What can we do with this information?

Additionally: Don’t “wordsmith” Let the consultants do their job

BurlingtonPublic Library Questionnaire

A. Screening and Identification questions

B. Reputation questions

C. Usage questions

D. Non-users only questions

E. Users – Satisfaction questions

F. Communications questions

Z. Demographics questions

BurlingtonPublic Library Questionnaire

Discussion example:

Scaling: Rank response on a scale from 1 to 7, where

1 means your opinion is “Very unfavourable”

4 means you are “Neutral” and

7 means your opinion is “Very favourable”?

BurlingtonPublic Library Field Test

Call monitoring

Why a telephone survey? Straight forward approach Proportionate representation Quick turn-around times Greater control (vs. mail or online)

BurlingtonPublic Library

BurlingtonPublic Library Methodology

Survey period: November 15 & December 3, 2006

Telephone survey: 1001 completed calls

BurlingtonPublic Library Methodology

Group 1:

751 respondents Purpose: to understand perceptions

Library users Non-users

BurlingtonPublic Library Methodology

Group 2: 250 additional calls of “non-users”

Purpose: better understand non-users with greater statistical confidence

General Population: Weighted by ward and gender +/-3.6%, 19 times out of 20

BurlingtonPublic Library

BurlingtonPublic Library Summary

Valuable institution to the community Strong positive image Collections Staff Welcoming facilities High level of satisfaction

BurlingtonPublic Library Summary

High usage: 8 in 10 access the Library Utilize collections and programs

Borrowing books DVDs Information Person Interests

BurlingtonPublic Library Summary

Realistic wait times 70% expect <1 month wait for holds

Get materials to people faster

BurlingtonPublic Library Summary

Occasional or Non-users: No explicit discontent Get information elsewhere Too busy

BurlingtonPublic Library Summary

Main enticements for occasional or non-users: More recent books Wireless access Longer loan periods More accessible/ comfortable locations

BurlingtonPublic Library Summary

Facility planning: Good perceptions overall Room to Improve

Amount of seating/ study area Internet access

BurlingtonPublic Library Summary

Customer Service: Good marks for

Friendliness and assistance with questions

Areas for improvement: Providing recommendations Availability to answer questions

BurlingtonPublic Library

BurlingtonPublic Library Request for Proposal

http://www.accessola.com/superconference2008/

Saturday: Session 1820

BurlingtonPublic Library Changes?

Questionnaire: Shorter? Rating Scale: Scale of 1-7 Release of Information

Might consider next time: Commuters Younger than 18 years of age

BurlingtonPublic Library Final Report

Rewrites, edits, amendments Write to your audience Be assertive Work with the vendor

BurlingtonPublic Library Contributions

InTouch with our Community:2007 – 2011 Strategic Plan Focus groups

BurlingtonPublic Library

Strategic Directions More customer-friendly and less

intimidating Increased Marketing Branding

BurlingtonPublic Library Insights and Hints

Get experience Project Brief

Status updates

Don’t go it alone Train your team Know your business Document, document, document

BurlingtonPublic Library Insights and Hints

Take advantage of technology Know your audience Issue escalation

Added suggestions: Raw data (SPSS, tables, hardcopies) Plan for your next community consultation

BurlingtonPublic Library Additional resources

Posted Surveys Sample size calculator

http://surveysystem.com/sscalc.htm Search terms:

sample size confidence interval sampling

BurlingtonPublic Library In Conclusion

Questions?