Post on 13-Dec-2015
LibQUAL+™ Process Management:LibQUAL+™ Process Management:Using the Web as a Management ToolUsing the Web as a Management Tool
Amy Hoseth
ALA Midwinter MeetingSan Antonio, Texas
January 23, 2006
old.libqual.org
old.libqual.org
ObjectivesObjectives
• Learn about LibQUAL+™
• Identify key elements that contribute to a successful survey implementation
• Learn how the LibQUAL+™ project web site can help you manage your survey
old.libqual.org
What is LibQUAL+™?What is LibQUAL+™?
LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users' opinions of service quality. The program's centerpiece is a rigorously tested web-based survey bundled with training that helps libraries assess and improve library services.
old.libqual.org
Step 1: DefineStep 1: DefineConsider participation in LibQUAL+™
• When deciding whether to participate, consider project requirements: people, supplies, technology
• Also consider your institutional goals: what do you want to get out of the survey?
old.libqual.org
Registration and CostsRegistration and Costs
• 2006 participation fee: $2,500 per survey implementation
• Other potential costs include:– Local marketing and promotion– Travel– Staff time spent on the project
• Registration is now open for both Session I (January-June) and Session II (July-December)
old.libqual.org
Survey formatSurvey format
• 22 core items
• 5 optional local questions (more on this later)
• Additional questions on library use, information literacy, and general satisfaction
• Demographic questions
• Box for open-ended comments
old.libqual.org
Survey dimensionsSurvey dimensions
• Information Control
• Affect of Service
• Library as Place
old.libqual.org
TechnologyTechnology
• Work with IT department to select e-mail addresses and compile mailing lists
• Consider your hardware, software, and network connections
old.libqual.org
Sample GroupsSample Groups
• Identify your sample groups (undergraduate, graduate, faculty, staff)
• Determine your sample size– Sampling guidelines provided in Procedures Manual:
<http://old.libqual.org/Information/Manual/index.cfm>
– Minimum recommended sample size for a large institution: 900 undergraduates, 600 graduates, 600 faculty, 600 non-library university staff (optional), and all library staff (optional)
old.libqual.org
Survey LiaisonsSurvey Liaisons
• Prepare for survey administration
• Communicate with LibQUAL+™ team
• Respond to user feedback
• Work with local IT/academic computing contacts and ARL to resolve any local technical issues
old.libqual.org
Survey CommunicationsSurvey Communications
How will you promote your survey and communicate results?
• Advertising/marketing
• Survey web sites
• Flyers and other handouts
old.libqual.org
Success CriteriaSuccess Criteria
• Dependent on your local situation
• General criteria:– Data analysis yields representative and
useable results
• Response rates, completion rates, and representativeness
old.libqual.org
Step 2: PrepareStep 2: PrepareComplete required steps to launch your survey
• LibQUAL+™ survey Management Center as a management tool
• Several required steps before your survey can go “live”
• Determine whether you need IRB approval
old.libqual.org
Survey PreferencesSurvey Preferences
Participants are asked to indicate/provide:
• Support e-mail address• Language• Institution logo• Whether they want SPSS
data files• Whether offering local
incentive prizes• Dates of survey
old.libqual.org
Survey CustomizationSurvey Customization
• Choose five local questions (optional)
– “Using Localized Survey Items to Augment Standardized Benchmarking Measures Across User Groups: A LibQUAL+(TM) Study,” Bruce Thompson and Colleen Cook
• Define disciplines for your institution
• Provide library branch information
old.libqual.org
PreviewPreview
Preview your survey, exactly as it will appear to users
• Data entered in preview survey is not recorded
• Clicking on “Approve” turns on your actual survey URL
old.libqual.org
RepresentativenessRepresentativeness
Tell us about your institution:
• User types (undergrad, graduate, faculty)
• Number of users in each discipline
• ARL statistical information (number of volumes held, etc.)
• User data will be used to determine the representativeness of your sample
old.libqual.org
Step 3: Implement Step 3: Implement Launch the survey on your campusLaunch the survey on your campus
• Send survey invitation and URL
• Typical survey period is 3 weeks long
• Send 2-3 follow-up reminders to users
• Respond to user feedback
old.libqual.org
Monitor the SurveyMonitor the Survey
Track your survey’s progress in real-time
• Number of surveys completed, day-by-day
• Surveys completed by user group
• Average completion time• Turn off survey when
finished• Can also see user
comments in real-time
old.libqual.org
Step 4: Wrap-upStep 4: Wrap-upClose down your survey and receive resultsClose down your survey and receive results
• Session I closes in early June; Session II in early December
• Contact local incentive winners, if you offered a local prize
• Provide feedback to the LibQUAL+™ team about your survey
• Receive survey results data – Results notebooks (in PDF format) and Excel data
files provided on a rolling basis– SPSS data files sent separately at a later date
old.libqual.org
Local IncentivesLocal Incentives
• Provides list of 50 randomly selected respondents for local incentive prizes
• Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)
old.libqual.org
Post Hoc QuestionnairePost Hoc Questionnaire
Provide the ARL team with information about your survey run
• Sample size• Number of e-mails sent• Incentives offered• Marketing/promotion
methods
old.libqual.org
Evaluation SurveyEvaluation Survey
Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience
old.libqual.org
LibQUAL+™ ResourcesLibQUAL+™ Resources
Project Web Site http://www.libqual.org
LibQUAL+™ Procedures Manual
http://www.libqual.org/Information/Manual/index.cfm
old.libqual.org
LibQUAL+™ Team at ARLLibQUAL+™ Team at ARL
• Martha Kyrillidou– Director, Statistics and Measurement Program– martha@arl.org
• Amy Hoseth– LibQUAL+™ Communications Coordinator– amyh@arl.org
• Jonathan D. Sousa– Technical Applications Development Manager– jonathan@arl.org
• Richard Groves– Research Assistant– richard@arl.org