Evaluating Library Services: LibQUAL+ as a performance measurement tool
June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+...
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![Page 1: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/1.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Using Your LibQUAL+ Results
Dr. Dawn ThistleDirector of Library Services
Assumption College
![Page 2: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/2.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Can we hear you now? Good!
+ Before you can report back to your community…– Web page– Newsletter article– Library Summit– Etc.
+ …you need to know the answers!
(We heard them, but, according to the data, just what did they say?)
![Page 3: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/3.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Your Library Agenda(or why did you do LibQUAL+ in the
first place?)+ You already know where most of the problems
are… or/and+ You know you’re doing a good job and you want
to be able to illustrate that!– Look for data that supports those perceptions – Then look for the surprises
![Page 4: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/4.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
What do you really want (need) to know?
+ Information Control+ Library as Place+ Affect of Service
For each dimension, ask:– Who is unhappy / happy with your services?
• Faculty?• Students?
– Grads, undergrads, what year?
– What academic disciplines give the lowest / highest grades?
– What services / resources / facilities are problems or bragging points?
![Page 5: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/5.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Reviewing Your LibQUAL+ Data
+Your Results Notebook– Aggregated, summary data and charts
+Analytics--Institution Explorer+Raw numerical data from the Core
Questions, Local questions and Demographics
+Comments
![Page 6: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/6.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Results Notebook+Summary results with colorful visuals:
– Radar charts– Thermometer graphs
+Great for group presentations, i.e. Academic Council; Library Summit– Have the actual question wording handy– Make sure you REALLY understand how
the graphs work
![Page 7: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/7.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Core Questions: Faculty66 respondents
![Page 8: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/8.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
LibQUAL+ Analytics—Institution Explorer
![Page 9: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/9.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Analytics, cont.Analysis “On the Fly”
![Page 10: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/10.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Multi-Institution Comparison
Faculty -- Desired service levels
5
5.5
6
6.5
7
7.5
8
8.5
9
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![Page 11: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/11.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Numerical Data
+Excel File+Norms Tables+SPSS File (if you requested it)
![Page 12: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/12.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Your Excel FileAssumption College: 142 columns, 1111 rows
Necessary?
![Page 13: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/13.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Edit Excel File:Remove unneeded columnsSort data
![Page 14: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/14.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Continue to Edit:Add formulasSome of this can be done with the
Analytics tool (but you can’t search by custom disciplines)
![Page 15: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/15.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Excel Graphs
+After you have edited your spreadsheets you can create graphs at a very granular level
– i.e. what do business faculty think about our Affect of Service?
– i.e. how do graduate students feel about the Library as Place?
![Page 16: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/16.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Perceived vs. Desired Service Level (Means)
6.6
6.8
7
7.2
7.4
7.6
7.8
8
8.2
8.4
Overall Undergrad Grad Faculty
6.6
6.8
7
7.2
7.4
7.6
7.8
8
8.2
8.4Perceived Affect ofService
PerceivedInformation Control
Perceived Libraryas Place
Desired Affect ofService
Desired InformationControl
Desired Library asPlace
![Page 17: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/17.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
User Groups
First Year
Survey Respondents
2322
912
143
163
129
115
4
114
34
Assistant ProfessorAssociate ProfessorProfessorOther FacultyFirst yearSophomoreJuniorSeniorFifth year and aboveMastersNon-degreeStaff (non-lib)
![Page 18: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/18.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Information Control User Group GapsInformation Control Gaps
-1.00
-0.50
0.00
0.50
1.00
1.50
2.00
AssistantProfessor
AssociateProfessor
Professor OtherFaculty
First year Sophomore Junior Senior Fifth yearand above
Masters Non-degree Staff (non-lib)
ICAdqGap
ICSupGap
![Page 19: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/19.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Associate Professor: Information ControlInformation Control--Associate Professor (23 respondents)
5.00
5.50
6.00
6.50
7.00
7.50
8.00
8.50
OverallAverage
InformationControlOverall
Makingelectronicresourcesavailablefrom myhome oroffice
Library Website enablingme to locateinformationon my own
Printed librarymaterials I
need for mywork
Electronicinformationresources I
need
Modernequipmentthat lets me
easilyaccessneeded
information
Easy-to-useaccess toolsthat allow meto find thingson my own
Makinginformation
easilyaccessible
forindependent
use
Print and/orelectronic
journalcollections Irequire formy work
Making meaware of
libraryservices
Readyaccess to
computers /internet /software
Adequatehours ofservice
Minimum
Desired
Perceived
![Page 20: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/20.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Age Groups—GapsOverall vs. Information Control
-1.50
-1.00
-0.50
0.00
0.50
1.00
1.50
2.00
UNDER 18 18-22 23-30 31-45 46-65 65+
OverallAdqGap
OverallSupGap
ICAdqGap
ICSupGap
Perceived
Desired
Minimum
![Page 21: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/21.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Information Control: NATURAL SCIENCES
4.8
5.3
5.8
6.3
6.8
7.3
7.8
8.3
8.8
Makingelectronicresourcesavailablefrom myhome oroffice
Library Website enablingme to locateinformationon my own
Printed librarymaterials Ineed for my
work
Electronicinformationresources
need
Modernequipmentthat lets me
easily accessneeded
information
Easy-to-useaccess toolsthat allow meto find thingson my own
Makinginformation
easilyaccessible
forindependent
use
Print and/orelectronicjournal
collections Irequire for my
work
Making meaware oflibrary
services
Readyaccess to
computers /internet /software
Adequatehours ofservice
CATEGORY
RA
NG
E
4.8
5.3
5.8
6.3
6.8
7.3
7.8
8.3
8.8
Dept. Perceived
Dept. Minimum
Dept. Desired
Overall Perceived
Overall Minimum
Overall Desired
![Page 22: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/22.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Superiority Mean by User GroupAffect of Service
-1.2-1
-0.8-0.6-0.4-0.2
00.20.40.6
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 Local1 Local2
Faculty Graduate Undergraduate
![Page 23: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/23.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Norms Tables from LibQual+ Website+ You can compare your results with those of all
other participants by year
+ LibQUAL+ norms have been tested and shown to be remarkably consistent from year to year
+ Assumption results show us to be at about the 67th percentile Overall and for Affect of Service, 66th % for Library as Place, and 58th % for Information Control
![Page 24: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/24.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
LibQual Comments
+297 received+Major topic areas:
–Mostly complimentary about the staff–Need more hours–Need more computers–Too noisy on the 1st floor–Need more resources (books, databases)
•Business•Sciences•Theology
+Qualitative research analysis software: ATLAS-ti –NUD*IST, The Ethnograph, AnSWR (free)
![Page 25: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/25.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
ATLAS-tiPrimary Document Screen
![Page 26: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/26.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Network View: Library as Place
![Page 27: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/27.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Codes: Hierarchy
![Page 28: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/28.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Codes
![Page 29: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/29.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
Emmanuel d’Alzon LibraryLibrary Summit October 4, 2006
+Report on the LibQUAL+ findings+Have focus groups to explore in greater
detail—then report on those!
![Page 30: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/30.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
One year later…+ We are still using LibQUAL+ data and comments
to improve services– Information Literacy plan– Space planning
+ We are starting to use the data along with a collection analysis project
+ We are starting to meet with individual departments to discuss perceptions
+ LibQUAL+ is now a major component in the Library’s assessment plan
![Page 31: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/31.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
It’s still all about the BUZZ
+LibQUAL+ data is extremely helpful to generate BUZZ– About your library– About how much YOU are doing to
understand your patrons’ responses+Buzz about the library has been the
greatest benefit!
![Page 32: June 25, 2007 ALA Washington, DC Emmanuel d’Alzon Library Assumption College Using Your LibQUAL+ Results Dr. Dawn Thistle Director of Library Services.](https://reader031.fdocuments.in/reader031/viewer/2022013115/56649f345503460f94c5123e/html5/thumbnails/32.jpg)
June 25, 2007ALA Washington, DC
Emmanuel d’Alzon LibraryAssumption College
THANK YOU!
+Questions?+Dawn Thistle