Perform some simple analyses of the LibQUAL survey result

1
Preparing to Work Effectively withLibQUAL
Survey Results
Raynna Bowlby Martha Kyrillidou Association of
Research Libraries
CARL ABRC LibQUAL Beyond Applying Your Survey
Results Other Performance Measures in Library
Practice Ottawa, ON October 24-25, 2007
old.libqual.org
2
Desired OutcomesAs a result of our work together
today, you will be prepared to

• Perform some simple analyses of the LibQUAL
  survey results data
• Today well be working mainly with the 22 core
  LibQUAL questions and Comments
• Present the results to different stakeholders
• Utilize the data to target areas for improvement

3
Understanding the Data Results
4
Representativeness - Standard Disciplines An
Academic Library
Respondents Population
5
Representativeness - Customized Disciplines An
Academic Library
Respondents Population
6
Determining Representativeness

• Conclusions and recommendations are grounded in
  an understanding about your survey respondents
  and the population you surveyed
• Determining Representativeness Worksheet
• LibQUAL Survey Population Statistics

7
Dimension Summary
Key Term Zone of Tolerance
8
Peer Comparisons
Source Jim Self, University of Virginia,
Presented at Performance Measurement in Academic
Libraries Workshop, EBLIP4, Durham, North
Carolina, May 11, 2007
9
Peer Comparisons
Source Jim Self, University of Virginia,
Presented at Performance Measurement in Academic
Libraries Workshop, EBLIP4, Durham, North
Carolina, May 11, 2007
10
Peer Comparisons
Source Fred Heath, LibQUAL Results Meeting,
ALA Annual Conference, Seattle, WA, January 22,
2007
11
Norms

• Identify your score
• Compare it to a relevant norms table
• Year
• Subgroup
• Dimension
• Norms are stable and are not calculated on an
  annual basis anymore (see article)

12
Analytics

• Institution Explorer
• User group and Discipline analysis
• Representativeness graphs
• Radar chart
• Library Use chart
• Thermometer chart
• Cumulative percentile distribution
• Longitudinal

13
SPSS

• What is SPSS?
• Statistical Package for the Social Sciences
• How do I know that my data are trustworthy?
• Reliability and Validity Analysis
• Are there differences between different groups?
• Compare mean scores for subgroups

14
Quantitative Analysis Excel Data

• Excel data files available on the LibQUAL Web
  site
• http//old.libqual.org/Manage/Results/index.cfm
• Use customized radar chart template to create
  custom analyses
• http//old.libqual.org/Manage/Resources/SampleRada
  rChart/index.cfm

15
Qualitative Analysis User Comments

• About one-half of users include comments on their
  surveys
• User Comments available on the LibQUAL Web site
• Download comments in Excel or text file
• Skim the comments
• Conduct ATLAS.ti analysis

16
Identifying What is Actionable

• Conclusions and recommendations are grounded in
  survey data
• Identifying What is Actionable Worksheets
• Priorities, Weaknesses, Strengths

17
Developing the Organization
18
Presenting Results to Stakeholders

• Identify all of the stakeholders or constituents
  who want and need to know about the survey
  results
• Consider the stake of each of the above what
  specific aspect of LibQUAL will be of most
  interest / concern
• Determine how to communicate with each identified
  stakeholder

19
Brown University Library Stakeholder
Accountability Matrix http//www.arl.org/arldocs/s
tats/statsevents/laconf/2006/BowbyOMahony.ppt
20
Assumption College LibQUAL Marketing
Planold.libqual.org/documents/admin/ThistleLibQU
ALIntroSeattle.ppt
21
Communicate with your Customers(faculty,
students, other)

• Particularly those whom you asked to participate
  in the survey
• Announce incentive award winners
• Inform users of highlights of survey results
• More importantly, what the library intends to do
• You asked for it

22
The Library SummitClemson University U. of
Texas at Austinhttp//old.libqual.org/documents/a
dmin/LibQUAL_Summit.pdf
23
Why Hold a Library Summit?http//www.lib.utexas.e
du/vprovost/assessment/libsummit/pdf/info_pkt.pdf
24
Spreading Knowledge about LibQUAL throughout
the Library Staff

• Post Report on library web
• Make staff aware of LQ tutorial
• http//old.libqual.org/Information/Tools/index.cfm
  
• All-staff presentation
• Disseminate Comments to depts, units, groups,
  branches, librarians, etc.
• Work w/department leaders, managers
• Identifying Library Departments with Contribution
  or Impact on LibQUAL Questions
• Other?

25
Identify 2 or 3 LibQUAL questions for which
you/your department has primary responsibility
Being User-CenteredGuiding Library Staff in
Understanding Using LibQUAL Results
Do these cluster in a specific dimension?
26
Overcoming Resistance BarriersChanging
Attitudes Behaviors

• We know whats best
• They are wrong
• We dont have the resources to

• ...only customers judge quality all other
  judgments are essentially irrelevant.
• Zeithaml, Parasuraman, Berry.(1999). Delivering
  Quality Service. NY The Free Press

27
Using LibQUAL Effectively
28
Targeting Incremental Improvements

• From all of the data, determine what can and
  should be addressed
• Prioritize some action items
• Align with mission, vision and goals of parent
  organization
• Address users top priorities, by user group
• Improve areas of strong user dissatisfaction
• Build on strengths, if they are truly user needs
  and priorities
• Identify work that can be de-emphasized and
  resources that can be reallocated

29
S.M.A.R.T. Goals

• S Specific
• the desired outcome or result is clearly defined
• M Measurable
• accomplishment can be charted and/or observed
• A Attainable
• achievable, goal is challenging but realistic
• R Relevant
• results-oriented, in line with institutional
  goals and library vision
• T Timely
• deadlines are set for accomplishment

30
SMART Goals -- Examples

• 75 of materials acquired from other libraries
  are received by users within 10 days of request
  by 12/07
• 50 of new books are on shelf within 5 days after
  library receipt by 10/07
• 60 courses utilizing WebCT include links to
  library research materials by 3/08
• Lower the unit cost of each service desk
  transaction by 10 from FY08 to FY08
• Versus general goals
• Improve ILL turn-around time
• Make new materials accessible to users more
  quickly
• Decrease staffing budget

31
(No Transcript)
32
LibQUAL Resources

• LibQUAL Web site
• http//old.libqual.org
• Publications
• http//old.libqual.org/publications
• Events and Training
• http//old.libqual.org/events
• Gap Theory/Radar Graph Introduction
• http//old.libqual.org/Information/Tools/libqualp
  resentation.cfm
• LibQUAL Procedures Manual
• http//old.libqual.org/Publications/index.cfm

33
LibQUAL Team

• MaShana Davis
• Technical Communications Liaison
• mashana_at_arl.org
• Yolanda Glass
• Administrative Assistant
• yolanda_at_arl.org
• Kristina Justh
• Customer Relations Coordinator
• kristina_at_arl.org
• Martha Kyrillidou
• Director, Statistics and Service Quality
  Programs
• martha_at_arl.org
• Khyati Nayak
• Senior Applications Developer
• khyati_at_arl.org

34
In development .

• Customized Consulting Services
• Longitudinal data analysis, across multi years
• Tailored peer comparisons, libraries you choose
• Assistance w/ content analysis for Comments
• Facilitation of LibQUAL staff retreat or summit
• Guidance in preparing communication plan
• Customized training in assessment skills
• Launch an assessment group or team
• Assistance in identifying key customer issues for
  future action

35
martha_at_arl.org raynna.bowlby_at_charter.net