libqual+ ® survey results american library association (ala) midwinter meeting philadelphia, pa...
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LibQUAL+LibQUAL+®® Survey Results Survey Results
American Library Association (ALA)Midwinter MeetingPhiladelphia, PAJanuary 14, 2008
Martha Kyrillidou, DirectorStatistics and Service Quality Programs
Association of Research Libraries
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Results Notebooks
• Sections for Overall, Undergraduates, Graduates, Faculty, Staff, Library Staff include:– Demographic Summary– Core Questions Summary– Dimensions Summary– Local Questions– General Satisfaction Questions– Information Literacy Outcomes Questions– Library Use Summary
• Appendix describing changes in the dimensions and the questions included in each dimension.
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ResultsResults
• Results Notebooks (PDF)http://old.libqual.org/Manage/Results/index.cfm
– Group Notebook (PDF)
– Unified Notebook (PDF)
– User Comments
– Excel Data File
SPSS data files (if requested at registration) will be e-mailed to the primary contact two to three months after the session has closed.
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Core Items and DimensionsCore Items and Dimensions
22 core items (i.e., questions)
Three dimensions:
• Affect of Service – 9 questions
• Information Control – 8 questions
• Library as Place – 5 questions
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DO YOU UNDERSTAND DO YOU UNDERSTAND YOUR RESULTS?YOUR RESULTS?
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Understanding Your Individual ResultsUnderstanding Your Individual Results
• Look at the top 5 most desired services
• Compare your results with peer or ARL institutions
• Compare your results over time
• Compare your faculty’s minimum with the aggregate minimum acceptable levels– Same for perceived and desired
• Look at user groups individually
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Understanding Your Individual ResultsUnderstanding Your Individual Results
• Look at user groups by discipline
• Look at results to determine if users are not aware of what the library already does
• Explore one question by discipline and user group
• Probe the questions that had meaningful gaps between perceived results and minimum expectations
• Focus on questions with negative gaps (i.e., the red)
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Interpreting Your Interpreting Your LibQUAL+LibQUAL+®® Data Data
• Determining representativeness
• LibQUAL+® Scores have 3 interpretation frameworks:– Zone of tolerance– Peer comparisons– Longitudinal analysis
• Quantitative Analysis: Excel Data
• Qualitative Analysis: Comments
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Determining RepresentativenessDetermining Representativeness
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Understanding Your Individual Results: Understanding Your Individual Results: Radar ChartsRadar ChartsKey Term: Zone of Tolerance
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Key to Radar ChartsKey to Radar Charts
Key Term: Zone of Tolerance
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Radar Chart BasicsRadar Chart Basics
Key Term: Zone of Tolerance
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What Do the Colors Mean?What Do the Colors Mean?
GreenAnd
Blue
Key Term: Zone of Tolerance
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What Do the Colors Mean?What Do the Colors Mean?
Red
Key Term: Zone of Tolerance
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What Do the Colors Mean?What Do the Colors Mean?
Little Yellow
Key Term: Zone of Tolerance
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What Do the Colors Mean?What Do the Colors Mean?
A lot of Yellow
Key Term: Zone of Tolerance
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Understanding Your Individual Results: Understanding Your Individual Results: Thermometer ChartsThermometer Charts
Key Term: Zone of Tolerance
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Dimension SummaryDimension Summary
Key Term: Zone of Tolerance
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Three interpretation frameworks
• Zone of tolerance– Perceptions vs. expectations– meeting users minimum expectations– Approaching users’ desired expectations
• My scores over time (longitudinal)– Am I doing better or worse compared to last
time I measured my performance
• Peer comparisons
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Other Analytical ToolsOther Analytical Tools
• LibQUAL+® Analytics– Institutional Explorer (peer comparison)– Longitudinal Analysishttp://old.libqual.org/Interactive/index.cfm
• Norms
• SPSS
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Quantitative Analysis: Excel DataQuantitative Analysis: Excel Data
• Excel data files available on the LibQUAL+® Web sitehttp://old.libqual.org/Manage/Results/index.cfm
• Use customized radar chart template to create custom analyseshttp://old.libqual.org/Manage/Resources/
SampleRadarChart/index.cfm
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Qualitative Analysis: User CommentsQualitative Analysis: User Comments
• About one-half of users include comments on their surveys
• User Comments available on the LibQUAL+® Web site– Download comments in Excel or text file
• Skim the comments
• Conduct ATLAS.ti analysis
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Library Use SummaryLibrary Use Summary
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2007 2007 LibQUAL+LibQUAL+®® Highlights: Highlights: Session I & IISession I & II
Available for download on the Publications Page.
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General Discussion General Discussion and Q&Aand Q&A
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Summary and ClosureSummary and Closure
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LibQUAL+LibQUAL+®® Resources Resources
• LibQUAL+® Web site:http://old.libqual.org
• Publications:http://old.libqual.org/publications
• Events and Training:http://old.libqual.org/events
• Gap Theory/Radar Graph Introduction:http://old.libqual.org/Information/Tools/libqualpresentation.cfm
• LibQUAL+® Procedures Manual:http://old.libqual.org/Publications/index.cfm
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The The LibQUAL+LibQUAL+®® Team Team• MaShana Davis
Technical Communications [email protected]
• Yolanda GlassAdministrative [email protected]
• Kristina JusthCustomer Relations [email protected]
• Martha KyrillidouDirector, Statistics and Service Quality [email protected]
• Gary RoebuckTechnical Operations [email protected]