Project web site: old.libqual.org LibQUAL+™ Process Management: Using the Web as a Management Tool...
Transcript of Project web site: old.libqual.org LibQUAL+™ Process Management: Using the Web as a Management Tool...
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Project web site: old.libqual.org
LibQUAL+™ Process Management:LibQUAL+™ Process Management:Using the Web as a Management ToolUsing the Web as a Management Tool
ALA Midwinter ConferenceSan Diego, California
January 10, 2004
Amy HosethNew Measures Project Assistant
Association of Research Libraries
Consuella AskewLibQUAL+™ Program SpecialistAssociation of Research Libraries
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ObjectivesObjectives
• Identify key elements that contribute to a successful survey implementation
• Learn how the LibQUAL+™ Web site can help you manage your survey
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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 local training that helps libraries assess and improve library services.
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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?
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Registration and CostsRegistration and Costs
• 2004 participation fee: $2,250 per survey implementation (we expect same fee for 2005
• Other potential costs include:– On-campus marketing and promotion
– Travel costs
– “Cost” of staff time on project
• Registration runs from September-December
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TechnologyTechnology
• Work with IT department to select e-mail addresses and compile mailing lists
• Consider your hardware, software, and network connections
• Prepare for any local network issues that could affect your survey
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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)
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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
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Survey CommunicationsSurvey Communications
How will you promote your survey and communicate results?
• Advertising/marketing
• Survey Web sites
• Flyers and other handouts
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Success CriteriaSuccess Criteria
• Dependent on your local situation
• General criteria:– Data analysis yields representative and
useable results
• Response rates, completion rates, and representativeness
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Process TimelineProcess Timeline
June-August September November/DecemberOctober
•Register for survey (registration runs through mid-December)
•Designate survey liaison/committee/project team
•Identify and initiate stepsto obtain human subjectsresearch approval from IRB
•Identify sample groups
•Identify best data source toobtain valid e-mail addressesfor sample groups
•Meet with person(s) who will be drawing e-mail addresses to determine process feasibility
•Gather information about LibQUAL+TM survey
•Review resources, budgetary requirements
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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
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Survey Management CenterSurvey Management Center
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Manage Your SurveyManage Your Survey
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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
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Survey CustomizationSurvey Customization
• Choose five additional questions (if desired)
• Provide library branch information
• Define disciplines for your institution
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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
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RepresentativenessRepresentativeness
Tell us about your institution:
• User types (undergrad, graduate, faculty)
• Number of users in each discipline
• ARL statistical info. (number of volumes held, etc.)
• Information will be used to determine representativeness of your sample
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Step 3: ImplementStep 3: Implement Launch the survey on your campus
• Send survey invitation and URL
• Typical survey run is 3 weeks
• Send 2-3 follow-up reminders to users
• Respond to user feedback
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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
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Step 4: Wrap-upStep 4: Wrap-upClose down your survey and receive results
• Survey closes to public in early May
• Contact local incentive winners (if you offered a local prize)
• Provide feedback to the LibQUAL+™ team about your survey
• Receive survey results data
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Local IncentivesLocal Incentives
• Provides list of randomly selected users for local incentive prizes
• Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first)
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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
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Evaluation SurveyEvaluation Survey
Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience
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LibQUAL+™ ResourcesLibQUAL+™ Resources
Project Web Site <http://www.libqual.org>
LibQUAL+™ Procedures Manual<http://www.libqual.org/Information/Manual/
index.cfm>
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LibQUAL+™ Contact InformationLibQUAL+™ Contact Information
• Martha Kyrillidou– Senior Program for Office of Statistics and Measurement
• Consuella Askew– LibQUAL+™ Program Specialist
• Amy Hoseth– New Measures Project Assistant
• Jonathan D. Sousa– Technical Applications Development Manager