LibQUAL at LSBU

Peter Godwin

19 January 2005

LibQUAL at LSBU

• When did we use it?

• How did it work at LSBU?

• When did we get the results?

• What did we learn from the results?

• Sample comments

When did we use it?

• Spring 2003 and spring 2004

• It replaced internal surveys

• First year was treated as a pilot

• Last year was more valid

How did it work at LSBU?

• E-mails sent out to academic staff and all students, inviting them to take part, with link to the Web site. Main thrust was on first Monday.

• We customised our particular survey on the LibQUAL Web site

• They filled it in anonymously, but could put in e-mail address to qualify for prize

• We watched take-up on LibQUAL Web site and send out reminders accordingly

When did we get the results?

• By mid-June

• This meant we could use them to inform decisions about this academic year

Hints for success

• Have paper forms available

• Give a good incentive

• Hand out forms in canteens and elsewhere

What did we learn from the results?

• Greater satisfaction with library as a place, and very appreciative of our group space

• Opening hours very well received and appreciated• Satisfaction with access to LISA including from

home • Reasonable satisfaction with staff service

Sample comments

“As new member of academic staff I was never invited to an introduction to the library and the subject specialist…..”

(Academic : accountancy,male, 31-45)“It is improving but some staff is still very

rood especially gards”(UG Arts Man/Media/English female student23-30)

Sample coments

“Need more assistance from library staff and a course in caring and how to deal with students will help some of the staff”

(UG Business female student 23-30)

“Generally, staff are helpful but some are very hostile indeed”

(PG Social Science female student 23-30)

Sample comments

“Compared with other University libraries it is a fine place to find information to learn and work”

(UG Social Science male student 18-22)