Four Years of LibQUAL

Deborah Poole

Monroe Library

Public Services Coordinator

A story of

Commitment

Honesty

and

LOVE

LOVE?

Yes

AND SOME CONFUSION

My City

My University

My Library

Me

My City

Welcome!

My University

Loyola University New Orleans

J. Edgar & Louise S. Monroe Library

My Library

Me

In search of a theme for this presentation…..

Time is on Our SideA Long Day’s Journey into

Green100 Years of Radar ChartsIt’s Not Easy Being Green

CommitmentHonesty

Love

Commitment

To our users

To our vision statements & strategic plans

To our administrations

Honesty

We need to hear what our users are saying and look carefully at

the rich and sometimes confusing data. We cannot be afraid of

feedback.

And love

“…there is another kind of seeing that involves a letting go.”

Annie Dillard

Pilgrim at Tinker Creek

Beginnings When & Why?

2003

UNDERSTAND OUR USERS

IMPROVE WHAT WE DO TO HELP THEM

BE RELEVANT

Who do we survey?

Who looks at this stuff

• Steering Group

• Teams

• All Library Meetings

• Student library Advisory Group

• University Library Committee

• The World

What does LibQUAL tell us?

Your third year…

The power of LibQUAL kicks in.

COMPARISONS ARE POWERFUL

And four years of

data rock!

Dimensions ALL 2003 2004 2005 2006Minimum MeanAffect of Service 6.85 6.64 6.51 6.89Information Control 6.98 6.94 6.85 7.22Library as Place 6.71 6.55 6.44 6.84Personal Control 7.02Overall: 6.86 6.74 6.62 7.00Desired MeanAffect of Service 8.2 8.08 8.04 8.01Information Control 8.32 8.28 8.32 8.32Library as Place 8.14 8 7.96 8.01Personal Control 8.43Overall: 8.24 8.14 8.13 8.13Perceived MeanAffect of Service 7.72 7.49 7.18 7.67Information Control 7.29 7.48 7.35 7.72Library as Place 7.65 7.4 7.39 7.79Personal Control 7.69Overall: 7.59 7.47 7.29 7.73Adequacy MeanAffect of Service 0.91 0.84 0.67 0.78Information Control 0.34 0.54 0.49 0.51Library as Place 0.91 0.85 0.95 0.94Personal Control 0.67Overall 0.74 0.73 0.67 0.73Superiority MeanAffect of Service -0.44 -0.59 -0.87 -0.34Information Control -1.06 -0.8 -0.97 -0.60Library as Place -0.5 -0.6 -0.57 -0.22Personal Control -0.79Overall -0.65 -0.67 -0.84 -0.4

Satisfaction Question -- ALL 2003 2004 2005 2006In general, I am satisfied with the way in which I am treated in the library. 7.90 7.84 7.51 8.02In general, I am satisfied with library support for my learning, research, and/or teaching needs. 7.36 7.38 7.12 7.65How would you rate the overall quality of the service provided by the library? 7.80 7.62 7.38 7.80

The library helps me stay abreast of developments in my field(s) of interest. 6.23 6.16 5.84 6.55The library aids my advancement in my academic discipline. 6.95 7.02 6.78 7.33The library enables me to be more efficient in my academic pursuits. 7.23 7.34 7.11 7.51

The library helps me distinguish between trustworthy and untrustworthy information. 6.40 6.12 5.81 6.42The library provides me with the information skills I need in my work or study. 6.90 6.86 6.58 7.10

Information Literacy Outcomes Questions

The DIMENSIONS tell a STORY

Comments tell a story…

Number: 28Date: 5:49 PM 4/10/2006 User Group: Faculty Discipline: Social Sciences / Psychology Age: 31 – 45 Sex: Male

Comment: I love my library!

Faculty Satisfaction

Satisfaction Question - Faculty 2003 2004 2005 2006In general, I am satisfied with the way in which I am treated in the library. 8.39 8.3 7.62 8.29In general, I am satisfied with library support for my learning, research, and/or teaching needs.7.31 7.26 6.81 7.31How would you rate the overall quality of the service provided by the library? 8.06 7.9 7.52 8.00Information Literacy Outcomes QuestionsThe library helps me stay abreast of developments in my field(s) of interest. 6.08 6.08 5.88 6.38The library aids my advancement in my academic discipline. 6.36 6.78 6.21 6.90The library enables me to be more efficient in my academic pursuits. 6.83 6.98 6.69 7.05The library helps me distinguish between trustworthy and untrustworthy information. 6.14 5.82 5.67 6.10The library provides me with the information skills I need in my work or study. 6.75 6.66 6.40 6.83

 "Thanks for asking these questions. It’s important to ask all three questions (our minimum, what we want, and where we feel we are now)….

…Today, it is absolutely imperative that our library have the most electronic subscriptions, databases, and other tools possible…

…Finally, there were no questions about ILL. Our ILL service is extraordinarily good…The recent integration of ILLIAD with several databases is a great help….

 …I'd say we need to double the library's current operating budget concerning resources (and probably staff, as well)." 

--Science/Math Faculty

IC-8

Print and/or electronic journal collections I require for my work.

Number: 1Date: 3:35 PM 4/6/2006 Central Standard Time (CST)User Group: FacultyDiscipline: Science / MathAge: 46 - 65Sex: Male

Comment: It is a terribly difficult challenge for libraries to stay current in traditional (books, periodicals) and new (electronic subscriptions, databases, computers, ) library resources. We have "respectable" (but not good) journal and electronic database resources, but these are increasingly critical. If we do not continue to grow our support we will not be adequate. We need to GROW the resources (funds) for print and electronic access to journals by at least 30% immediately and then by 10% annually thereafter.

Focused discussions departments, ULC, individuals

Build strong outreach & liaison programs

Enhance the availability of online resources, consortia, and enhanced products such as

SFX, Metalib, ILLiad, etc.

Date: 5:10 PM 4/6/2006 Central Standard Time (CST)User Group: FacultyDiscipline: BusinessAge: 31 - 45Sex: Female

Comment: I love our library. Ya'll are awesome. I rated you lower on resources for academic research because I need access to journals that we don't have. However, I was told recently that all I have to do is ask! Ya'll are great!

Date: 2:53 PM 4/8/2006 Central Standard Time (CST)User Group: UndergraduateDiscipline: Communications / JournalismAge: 18 - 22Sex: Female

Comment: The library is my favorite building on campus. It is clean, pretty, and the computers are fast. To me, staying in and being at the library and studying with friends is kind of fun.

Sometimes…conflicting points of view?

Discipline: EducationUser Group: FacultyAge: 46 - 65Sex: Male

Comment: I strongly feel that there is no discipline among the students; people eat and drink in the library there is sometimes no difference between the library and Dana Center in terms of noise. Students answer calls when they want they talk when they want. May be something could be done to reduce the noise.

In our third year…

Issues of Customer Service

“…could be more friendly and receptive to people’s needs.”

“disconnected”

“rarely helpful or even cordial”

“…treat students in a condescending and disrespectful way.”

Your peeps!

Strong Student Library Advisory Group

Staff DevelopmentDevelopment of Customer Services

Philosophy

Broader look at service models and how we organize ourselves to help

our users – both in person and online.

Honest discussions

Make it a priority

Action: Identify and implement the most appropriate public service model.

Measurable outcome: The library will receive improved LibQUAL scores on questions that identify user needs

Because it’s important Action: Implement an initiative to improve customer service. Begin by identifying core competencies needed by student workers and develop a training program to ensure that students have these competencies.

Measurable outcome: The library will receive improved LibQUAL scores on customer service questions.

Joy!

Number: 33Date: 9:33 PM 4/16/2006 Central Standard Time (CST)User Group: Graduate Discipline: Nursing Age: 46 - 65Sex: Female

Comment: The library staff have been very helpful and courteous…

Share the good stuff!“I find the Interlibrary Loan service and its employees extremely helpful and efficient.  I rely on ILL heavily for my work and believe it to be one of the Library's greatest assets…”

“The library helps me most with service: Illiad, media keys, class instruction, multimedia room for guest speakers, assistance to my students, etc.  I do not expect Loyola to subscribe to all the journals I need for my research, because they do not always relate to what the students learn in my classes, but I know the Library faculty will help me to locate anything I need and cannot find on my own.  Thanks!”

More strategic initiatives…

Action: Make the library building easier to use through banners that identify subject areas and improved directional signage in the stacks. Shift books at the back of the second floor to consolidate E class and make books easier to find.

Measurable outcome: LibQUAL respondents will comment that these changes have enhanced their ability to find materials and services in the library.

IC-2Action: Enhance the library web site by (1) developing and organizing subject-based content, (2) making available User Education handouts, and (3) developing a link that brings together information about services to faculty.

Measurable outcome: Users will have one place to go on the library web site for information resources in their subject area. A link for faculty services will be available.

Where do we go from here?

Investigate peer institutions

Share best practices

AJCU Questions

1. The library staff reflects and promotes the Jesuit ideals of social justice and respect for all persons. 0.27

2. The library collection provides information resources reflecting diverse points of view. –0.22

3. The library program teaches me how to access, evaluate, and use information, and promotes critical thinking. –0.23

4. The AJCU Virtual Reference service provides information assistance when and where I need it. 0.43

5. The library provides access to archival materials (documents, manuscripts and photographs).-0.36

Identify those libraries who have cracked the code of

IC-8

Promote, promote, promote

LIBQUAL HAS GIVEN US

Consistency

Context

Better understanding of our users

Honor your community

Include users

Build new success stories

Celebrate

And imagine….