UVic Libraries 2008 LibQUAL+ Survey
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Transcript of UVic Libraries 2008 LibQUAL+ Survey
UVic’s LibQUAL+ history• UVic has implemented LibQUAL+ in 2003, 2006,
2007 and 2008. Our next run will be 2010.• Results from past LibQUAL+ surveys have
influenced changes such as:– Addition of the BiblioCafé, and study space in the
new Mearns Centre for Learning, – Earlier opening hours and later closing hours, – Separation of distinct study areas by noise level,– More laptops for loan (new service at Music & Media)– Expansion of Learning Commons workstations
LibQUAL+ 2008Samples, responses and rates
Group Sample Response (n)Response
RateUndergrads 2,000 192 9.6%
Grads 1,000 135 13.5%
Faculty 250 25 10.0%
Response comparisons to past years
User Group
2006 2007 2008
Sample n Rate Sample n Rate Sample n Rate
UG 2,000 293 14.7% 2,000 297 14.9% 2,000 192 9.6%
GR 1,000 205 20.5% 1,000 206 20.6% 1,000 135 13.5%
FAC 1,000 69 6.9% 250 56 22.4% 250 25 10%
Why were response rates lower in 2008?LibQUAL was administered in the fall semester, not in spring, as
was done in the past.
Conclusion? Run LibQUAL+ in the spring for best response rates.
How responses are measured…EXAMPLE 1
3 numbers are calculated:1. The desired mean2. The perceived mean3. The minimum mean
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How responses are measured…
EXAMPLE 2
3 numbers are calculated:1. The desired mean2. The perceived mean3. The minimum mean
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Top 10 Overall Topics1. Libraries website2. Service3. Building4. Study space5. Print collection6. Computers7. Hours8. Electronic collection9. Noise10.Printers/copiers
Most evocative topics
1. Libraries website2. Noise and related study
space3. Study space / group study
space unrelated to noise4. Service
Libraries website• Written comments showed concern about the
new website in terms of:1. Basic navigation2. Search defaults3. Selecting databases4. Locating items5. Accessing journal articles
• Data show that the libraries website is falling below users’ minimum level of service
Service• Written comments mixed: 65% positive and
35% negative.• Data show that respondents’ minimum
expectations are exceeded, but desired service levels are not fully met.
• Undergraduates very slightly more satisfied than graduate students.
• Faculty’s desired level of service exceeded for two questions (AS-3 and AS-8).
Building/Study space/Noise/Hours• The Mearns addition = !• Library as place successes: – Grad students: LP-5– Faculty: All Library as Place questions: LP1-5!
• Students want more quiet individual study space.
• Students also want more group study rooms, later fall term closing hours and earlier weekend opening hours.
Electronic and print collections
• Variable user satisfaction with collections (written comments):– Electronic: 43% pleased, 57% displeased– Print: 26% pleased, 64% displeased
• As in past years, print / electronic collections are not meeting users’ minimum levels.
• But consider the results of other analyses:– Faculty satisfaction unrelated to collections
budget.– Issues partially related to searching and access.
Computers / Printers and copiers
• More printers needed? – More enforcement of 5-minute printing stations?
– Lack of awareness of the third printer? (No.)
• Respondents overall very pleased with computer terminal quality.
• Difficulty accessing computers due to heavy use.
• Timeout issues with copiers? (Rectified.)