User Surveys Frances M. Brillantine Catholic University Law Library AALL, July 2008.
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Transcript of User Surveys Frances M. Brillantine Catholic University Law Library AALL, July 2008.
User Surveys
Frances M. BrillantineCatholic University Law Library
AALL, July 2008
User Surveys
Survey Says!
LibQUAL+™Survey Software
LibQUAL+™
What is LibQUAL+™? Developed by the Association of Research
Libraries (ARL) in collaboration with Texas A&M University
First LibQUAL+™ survey was conducted by 13 institutions in 2000
More than 500 libraries have since used LibQUAL+™
LibQUAL+™ measures gaps between a patron’s minimum, desired, and perceived levels of service
LibQUAL+™ Question from 2004 Survey
LibQUAL+™
Six Parts of the SurveyCore section of questionsDemographics sectionGeneral satisfaction sectionLibrary use sectionComments boxE-mail address for incentives
LibQUAL+™ Sample Survey
What Do You Gain by Using LibQUAL+™?
Gap scores
Ability to compare results with peer libraries
Professional reports with extensive graphs and quantitative data analysis
LibQUAL+™ Graphs & TablesStudent Results
What Do You Lose by Using LibQUAL+™?
FlexibilityCustomizationAnalysis of results
Other DisadvantagesSurvey fatigue Questions are too broadCost ($3000 in 2008)
Survey Software
What is survey software?
Popular ExamplesSurveyMonkeyZoomerangSurveyWriter
Some SurveyMonkey Features
Custom designs Validation of responses Promotion Patron verification Download results in a variety of formats Variety of question formats View results in real time Browse individual responses Use filters for in-depth analysis of results
SurveyMonkey: Question Formats
SurveyMonkey: Real Time Results
SurveyMonkey: Viewing Comments
SurveyMonkey: Viewing Individual Responses by Question Comment
Survey Question: Why do you use the library?
SurveyMonkey: Using Filters to Cross Tabulate Results
Example of Cross-Tabulated Results
1L 3L
What Do You Gain by Using Survey Software?
FlexibilityAbility to customize your surveyEasy options for creative analysis
Other BenefitsCost (ranges from $200 - $400 per
year)
What Do You Lose by Using Survey Software?
Nothing!
Points to Keep in Mind
Action is the most important part of any survey
Ask questions that will give you useful feedback
Types of Questions to Ask
Demographics Benchmark Users’ changing needs Questions that promote a service Open-ended comment box(es) Beware of survey fatigue
Examples of Demographics Questions
Please check one (answer required): Day student Evening student
Please check all that apply: 1L 2L 3L 4E Journal staff Clinics &
Externships Institutes
Research Assistant Moot court
Examples of Benchmark Questions
How often do you use the library? Why do you use the library? How often do you seek reference
assistance? Please rate the level of service provided
by the Circulation staff Please rate the level of service provided
by the Reference staff Why do you use the library webpage?
Example of a Question on Users’ Changing Needs
The Law Library is considering introducing a variety of new services. If implemented, how useful would you find these services? Live online reference assistance A library blog Quarterly library e-newsletter Podcasts of Librarians' research lectures Digitized versions of honors education videos Scheduled research consultation sessions
Example of a Question that Promotes a Service
How often do you use the Online Journal Finder to locate an electronic journal? A few times a week A few times a month A few times a semester A few times a year Never I don't know what the Online Journal Finder is
Example of an Open-ended Comment Box
If you were in charge of the library for just one day, what would be your top priority?
One Final Point
Beware of survey fatigueSurvey should take no more than 10-
15 minutes to completeKeep questions simple
For More Information
For today’s presentations and handout, please visit:
http://www.libraryquality.com
Thank you!