Frank HaulgrenCollection Services Manager &

Assessment CoordinatorWestern Libraries

Lite

2010 Survey Results

What is LibQUAL+?LibQUAL+'s centerpiece is a rigorously tested

Web-based survey marketed by ARL that helps libraries assess and improve library services, change organizational culture, and market the library.

Fosters a culture of excellence in providing library service

Helps libraries better understand user perceptions of library service quality

Provides libraries with comparable assessment information from peer institutions

LibQUAL Days Participation @ WWU

2006 2010

Surveys viewed 1,128 3,205

Surveys completed 429 ~ 38.032% 2,079 ~ 64.86%

Median time to complete survey

8:52 min. 4:58 min.

Average time to complete survey

12:04 min. 8:30 min.

LibQUAL+ Lite =

Increased Participation & Reduced Time To Completion

Dimensions of LibQUAL+

Service Gaps

Service Adequacy Gap The difference between the

perceived and minimum scores; an indicator of the extent to which the minimum expectations of the users are being met.

Service Superiority Gap The difference between the desired and perceived scores; an indicator of the extent to which the desired expectations of the users are

being exceeded.

Mean Scores by Dimension & Group

Dimension Summary

Me

an

5.00

5.50

6.00

6.50

7.00

7.50

8.00

8.50

9.00 Affect of Service Information Control Library as Place

Undergrad

UndergradUndergrad

GradGrad

Grad

Faculty

Faculty

yFacultyAll

All

All

Mean Scores By Dimension & Group 2006

= 2010 Desired Level

Mean Scores By Dimension & Group 2006

Service Adequacy / Superiority GapsService Adequacy and Superiority Gaps indicate the distance between perceived levels and desired levels of service.

Perceived – Minimum = Adequacy Gap ~ Perceived – Desired = Superiority Gap

Core Questions Summary For Undergraduates

Undergraduates

The question with the lowest service adequacy gap was:

IC-2 “A library web site enabling me to locate information on my own.”

> 2010 – 0.50 (Bigger is Better!)

> 2006 – 0.30

Core Questions Summary For Graduates

Graduates

Three questions had negative service adequacy gaps:

IC-2 “A library web site enabling me to locate information on my own.” -0.28

LP-2 “Quiet space for individual study.” -0.03

LP-4 “A gateway for study, learning or research.” -0.19

Two questions had positive superiority gaps:

AS-2 “Giving users individual attention.” 0.18

LP-5 “Community space for group learning & study.” 0.77

Core Questions Summary For Faculty

Faculty

All questions related to Information Control except for IC-6 had negative service adequacy gaps.

IC-6 “Easy-to-use access tools that allow me to find things on my own.” 0.00

Two questions had positive service superiority gaps:

LP-2 “Quiet space for individual activities.” 0.45

LP-5 “Community space for group learning & study.” 0.38

Radar Charts Reflect Unique Needs & Perceptions of Each User Group

Graduates

Undergraduates

Faculty

Summary of all 2010 WWU user groups

Overall Adequacy Gap = 0.78

Summary of All Colleges & Universities Administering

LibQUAL+ in 2009

Overall Adequacy Gap = 0.50

Measuring Up To Other Libraries

Summary of 2010WWU Faculty Responses

Overall Adequacy Gap = 0.35

Info Control Adequacy Gap = -0.38

Summary of All 2009 LibQUAL+ College & University Faculty Responses

Overall Adequacy Gap = 0.36

Info Control Adequacy Gap = -0.07

Focusing on Faculty Satisfaction:

Comparing WWU Faculty Expectations to Others

0.71

0.69

0.841.24

0.74

WWU 2010 Local Questions Adequacy Gap

0.372006

0.372006

How do Users Find Research Materials?

On a daily basis … 2006 2010

Use resources on library premises

12.23% 23.31%

Accessing the library web page

23.14% 15.40%

Using Go-ogle Yahoo other non-library gateways

73.94% 75.72%

Has resource use on premises really gone up since 2006? What do users think of as library “resources”?

Consistent with what LibQUAL shows about our web page

Consistent with ongoing research

Looking for Action Items

Future Applications of LibQUAL+ Results

Accreditation review Ideas for other library assessment projects Information for various groups /

committees which deal with library services, collections, etc.

LibQUAL+ Summit – Winter Qtr. 2011

Frank HaulgrenCollection Services Manager & Assessment Coordinator Western Libraries

Lite

2010

Thanks .