LibQUAL+ and other ARL initiatives
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This document summarizes several initiatives by the Association of Research Libraries (ARL) related to assessing library services. It discusses LibQUAL+, a survey tool used to measure user perceptions of service quality, and how it has been implemented in the UK through SCONUL. It also introduces TechQUAL and ClimateQUAL as additional assessment tools for IT services and organizational culture, respectively, and provides examples of results from trials of these tools in UK universities.
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LibQUAL+ and other ARL initiatives
- 1. LibQUAL+ and other ARL initiatives Stephen Town & Selena Killick
- 2. Summary • ARL Background & History • LibQUAL+: the SCONUL experience • TechQUAL as a method for converged contexts • ClimateQUAL for staff assessment: the SCONUL trial • Discussion
- 3. ARL Statistics & Assessment • Leadership role in development, testing and application of tools for management & measurement • Community development: the Library Assessment Conference, Blog, email list, OPAL (formerly ESP), Service Quality Evaluation Academy • Grew out of the “New Measures Initiative”
- 4. Tools & projects: StatsQUAL • ARL Statistics • Lib-Value • LibQUAL+ • E-Metrics • ClimateQUAL • Organisational • DigiQUAL Performance • MINES for Libraries Assessment
- 5. LibQUAL+®: The SCONUL Experience Selena Killick Library Quality Officer, Cranfield University
- 7. &
- 8. Survey Composition • 22 Core Questions – Affect of Service – Information Control – Library as Place • 5 Optional Questions • Information Literacy • General Satisfaction • Demographics • Free-text Comments
- 9. LibQUAL+ Lite • Introduced in 2010 • Sampling Methodology – All questions asked – Respondents answer a random sample only • Reduced Survey Time • Increase Response Rates
- 11. Number of SCONUL LibQUAL+® Participants by Year 25 20 15 10 5 0 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012* LibQUAL+ Participants Unique LibQUAL+ Participants
- 12. SCONUL LibQUAL+® Libraries by HE Sector / Sector Population 80 70 60 50 40 30 20 10 55% 33% 57% 7% 0 RLUK Pre-1992 Post-1992 HE colleges LibQUAL+ Libraries Non-LibQUAL+ Libraries
- 13. LibQUAL+® Libraries by Mission Group 30 25 20 15 10 60% 68% 44% 5 82% 35% 0 Russell Group 1994 Group University Million+ CONUL Alliance LibQUAL+ Libraries Non-LibQUAL+ Libraries
- 14. SCONUL LibQUAL+® Repeat Participation by Style Other Annual 18% 12% Three-yearly 15% Biennial 55%
- 15. Expectations
- 16. Highest Desired ID Question Desired Years in (2011) Top 5 Making electronic resources accessible from my IC-1 home or office 8.30 9 LP-1 Library space that inspires study and learning 8.16 2 A library Web site enabling me to locate IC-2 information on my own 8.10 9 Making information easily accessible for IC-7 independent use 8.06 2 Print and/or electronic journal collections I IC-8 require for my work 8.06 8
- 17. Lowest Desired ID Question Desired Years in (2011) Bottom 5 AS-2 Giving users individual attention 6.77 9 LP-5 Space for group learning and group study 7.32 9 AS-1 Library staff who instill confidence in users 7.49 8 AS-6 Library staff who deal with users in a caring fashion 7.73 9 AS-7 Library staff who understand the needs of their users 7.74 2
- 18. SCONUL LibQUAL+® Increasing Minimum Expectations 7.00 6.80 6.60 6.40 6.20 6.00 5.80 5.60 5.40 5.20 5.00 Space for group Making electronic Library staff who A comfortable and learning and group resources deal with users in a inviting location study accessible from my caring fashion home or office Minimum Mean 2004 Minimum Mean 2011
- 19. SCONUL LibQUAL+® Decreasing Desired Expectations 8.20 8.00 7.80 7.60 7.40 7.20 7.00 6.80 6.60 The printed Print and/or Giving users Quiet space for Modern library materials I electronic journal individual individual work equipment that need for my work collections I attention lets me easily require for my access needed work information Desired Mean 2004 Desired Mean 2011
- 20. Perceptions
- 23. SCONUL LibQUAL+® Overall 2004 - 2011 8.50 8.00 7.50 Mean 7.00 6.50 6.00 5.50 2004 2005 2006 2007 2008 2009 2010 2011 Minimum Mean Desired Mean Perceived Mean
- 24. SCONUL LibQUAL+® Affect of Service 2004 - 2011 8.50 8.00 7.50 Mean 7.00 6.50 6.00 5.50 2004 2005 2006 2007 2008 2009 2010 2011 Minimum Mean Desired Mean Perceived Mean
- 25. SCONUL LibQUAL+® Information Control 2004 - 2011 8.50 8.00 7.50 Mean 7.00 6.50 6.00 5.50 2004 2005 2006 2007 2008 2009 2010 2011 Minimum Mean Desired Mean Perceived Mean
- 26. SCONUL LibQUAL+® Library as Place 2004 - 2011 8.50 8.00 7.50 Mean 7.00 6.50 6.00 5.50 2004 2005 2006 2007 2008 2009 2010 2011 Minimum Mean Desired Mean Perceived Mean
- 27. Comparisons
- 28. LibQUAL+ Desired Mean Comparisons 2011 8.20 8.00 7.80 7.60 7.40 Affect of Service Information Library as Place Overall Control SCONUL ARL
- 29. LibQUAL+ Perceived Mean Comparisons 2011 7.40 7.20 7.00 6.80 6.60 6.40 6.20 Affect of Service Information Library as Place Overall Control SCONUL ARL
- 30. LibQUAL+® Results in Action
- 31. The Library is one of the most oppressively depressing locations on the face of the earth; its ugly décor and offensive lighting gnaw at the soul and the carpeting is an invitation to madness £14 million improvement programme now underway to renovate the Library, expand the collection and increase study space.
- 32. Feedback from SCONUL Participants • Secured additional funding to increase resources • Increased liaison with Academic staff • Improvements to the Library building & facilities • Developed information literacy training • Increased help and support
- 33. National Outcomes Libraries are being transformed into rowdy social spaces… many of the changes have had unfortunate – even disastrous – consequences for the place of libraries in university scholarship and study. Response published in the next edition of THE from SCONUL outlining that LibQUAL+® results show that academic staff perceptions of library buildings are the highest they’ve ever been. Sharpe, K. 2009. Quiet, please. Times Higher Education . 5 November. [Available Online].
- 34. Conclusions • Greater use of LibQUAL+® by Pre-1992 Universities • Biennial participation for ~half of users • Expectations rising in most areas • Perceptions rising also • Not quite as good as ARL • LibQUAL+® helps Libraries to develop and improve services
- 35. TechQUAL and ClimateQUAL Stephen Town Director Of Information
- 37. Background • Higher Education IT Survey Tool • Developed in the US at Pepperdine University • Based on the same “total market survey” principles as SERVQual and LibQUAL • Web based survey, used extensively in the US (e.g. Boston, Yale) • Free to use (but not serviced) • First use in the UK at York 2011
- 38. The Instrument • Currently 18 core questions and 6 local questions, to which users give minimum, desired and perceived ratings, and comments on each • Plans to reduce to 12 core questions • One additional free text question
- 39. Example Questions Connectivity & Access 1) Having adequate capacity (speed, bandwidth) when using the wired network 2) Having adequate capacity (speed, bandwidth) when using the wireless network 3) Having wireless network coverage in all the areas that are important to me as a faculty, student, or staff member 4) Having a university network that is reliable, available, and performs in an acceptable manner 5) Having access to important university provided technology services from my mobile device 6) Having access to important university provided technology services from off campus when at home or travelling
- 40. York Results • Conducted between 28th November and 19th December 2011 – Total respondents = 1,888 – Total response rate = 10.45% – Total comments received = 2,855 – In comparison, Library survey 2011 received 1,865 responses
- 41. York Results
- 42. Sample Comments • “Mac OSX is becoming increasingly prevalent especially for laptops - staff should be well trained for it.” • “Web mail :( but gmail :-) and we are switching - as have many many staff already.” • “Main qualm here is with printing, the printers often break/get jammed and it takes an age to fix them.” • “I'd like a York University app, where I can access my timetable, yorkmail and contact details for seminar tutors etc.”
- 43. Conclusions • TechQUAL offers an acceptable tool for UK audiences for IT service quality assessment • TechQUAL provides focused, quantitative and benchmarkable data on IT service quality • TechQUAL is designed to provide specific commentary • TechQUAL is very suitable for converged services to use in tandem with LibQUAL+ • TechQUAL is not a serviced product • At York has already had a significant impact on resource decision-making, especially around wireless provision, and has provided core data for the new Information Strategy
- 44. ClimateQUAL: Organisational Culture and Diversity Assessment Tool
- 45. Background • Assessment tool developed for understanding culture and diversity within libraries • Developed by Organisational Psychologists at the University of Maryland, administered by ARL • Used by over 30 universities in the US • Allows benchmarking against other universities • Tailored for the UK market and being piloted with York, Leicester, Nottingham Trent and UWE
- 46. Survey • Based around 9 core scales: – Organizational Climate for Justice – Climate for Leadership – Climate for Deep Diversity – Climate for Demographic Diversity – Climate for Innovation: Co-Workers – Climate for Continual Learning – Climate for Teamwork – Climate for Customer Service – Climate for Psychological Safety
- 47. Sample Questions The following questions are designed to be answered on a 7-point (strongly disagree to strongly agree) scale and are taken from a range of scales: • This organization provides a clear understanding of the purpose of teams. • I talk up this organization to my friends as a great organization to work for. • My immediate supervisor has excellent interpersonal skills. • The race of a team/division member does NOT affect how much attention is paid to their opinions. • Coworkers are able to provide reliable information about ways to improve job performance. • Library employees have the job knowledge and skills required to deliver superior quality work and service. • The work I do is very important to me. • My impact on what happens in my team/division is large.
- 48. York Experience • Ran the survey over a 3-week period in May/June 2012 • Promoted using emails directly to staff and managers • Used incentive of Kindle Touch and £50 Amazon vouchers • Over 100 staff completed the survey, out of a target of around 120 FTE • Results confidential ( and not available yet!) but can be benchmarked
- 49. General conclusions & questions • ARL assessment products have been successfully deployed in the UK & Ireland for close to ten years (as well as internationally) • Culture and language differences have not been a significant barrier to take up • Are there further opportunities for collaboration?
- 50. Acknowledgements • Amanda Conway, Dorothy Vuong, Karen Ready, Jacqui Dowd, John MacColl and the rest of the SCONUL LibQUAL+® Participants • The ARL LibQUAL+® Participants • SCONUL Working Group on Performance and Quality • Martha, Bruce, Colleen, David and the rest of the LibQUAL+® team
- 51. Thank You! Selena Killick s.a.killick@cranfield.ac.uk Twitter: @SelenaKillick Tel: +44(0)1793 785561 J. Stephen Town Director of Information, The University of York stephen.town@york.ac.uk http://www.arl.org/stats/