Library Summit I

1
Library Summit I

• Fred Heath
• University of Texas at Austin Libraries
• March 26, 2004

2
Summit Agenda

• 900 1000 AM Introductory Remarks (Dr.
  Faulkner)
• Purpose of Summit (Dr. Heath)
• Brief Introduction to LibQUAL
• Expected Outcomes
• 1000 1100 AM Roundtable 1
• 1100 noon Roundtable 2
• noon 100 PM Lunch

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Why Hold a Library Summit?

• Review current state of library service quality
• How well are we advancing/enabling teaching and
  learning?
• Generate fresh ideas for change and improvement
  from the University community
• First fundamental shift in gt500 years
  reallocation essential
• Gather qualitative data for strategic planning
  process from external constituents
• Provosts Compact risk management

4
LibQUAL Survey Tool

• Web-based survey sent to 1200 faculty, 1200
  graduate students and 1800 undergraduates
• Participants selected randomly from University
  email databases
• Conducted at UT Austin in 2001, 2002 and 2003
• 25 questions measuring users perceptions of
  library service quality

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Why LibQUAL?

• In an age of accountability, there is a pressing
  need for an effectiveprocess to evaluate and
  compare research libraries.
• 124 Association of Research Libraries (ARL)
  alone, over 3.2 billion dollars were expended in
  2000/2001
• 500 LibQUAL participants in Lib QUAL

Note. M. Kyrillidou and M. Young. (2002). ARL
Statistics 2000-01. Washington, D.C. ARL, p.5.
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Libraries Remain a Credible Resource in 21st
Century

98 agree with statement, My library contains
information from credible and known sources.
Note. Digital Library Federation and Council on
Library and Information Resources. (2002).
Dimensions and Use of the Scholarly Information
Environment.
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Changing Behaviors

Recent Survey Only 15.7 agreed with the
statement The Internet has not changed the way I
use the library.
Note. Digital Library Federation and Council on
Library and Information Resources. (2002).
Dimensions and Use of the Scholarly Information
Environment.
8
Library Use SummaryLibQUAL Spring 2003 Survey
UT Austin Aggregate
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Library Use SummaryLibQUAL Spring 2003 Survey
UT Austin Aggregate
10
Facilities UsageEntrance Statistics - UT Austin
Libraries 1991-2003
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Printed Book Circulation
Note. M. Kyrillidou and M. Young. (2002). ARL
Statistics 2000-01. Washington, D.C. ARL, p.7.
12
Research Behavior Personal Control
When searching for print journals for research

• Only 13.9 ask a librarian for assistance
• Only 3.2 consider consulting a librarian a
  preferred way of identifying information

Note. Digital Library Federation and Council on
Library and Information Resources. (2002).
Dimensions and Use of the Scholarly Information
Environment.
13
Reference Decrease
Note. M. Kyrillidou and M. Young. (2002). ARL
Statistics 2000-01. Washington, D.C. ARL, p.7.
14
Role of ProfessionalsIn Information-Seeking
Behavior

• More important than ever
• Must be transparent
• Takes a Village

15
Web UsageTotal File Requests - UT Austin
Libraries 2000-2003
16
Searches for Online JournalsUT Austin Libraries
2002-2004 Monthly
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Information quick and easy
18
UTOPIA
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Enter LibQUAL

• The necessity of assessment
• Rapid shifts in information-seeking behavior
• The reallocation of resources from traditional
  services and functions

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Four Dimensions of Library Service Quality
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Affect of Service

• Assessing the attitudes and abilities of
  employees
• I want to be treated with respect. I want you
  to be courteous, to look like you know what you
  are doing and enjoy what you are doing. Dont
  get into personal conversations when I am at the
  desk. - Faculty member

22
Access to Information

• I want what I want, when I want it, in the
  format of my choice
• Our print collection, especially for journals,
  has been lagging far behind other universities.
  Fortunately, convenient electronic access to
  journalshas made up most of the difference. In
  my opinion, this has been the single greatest
  improvement in library services over the past ten
  years. - UT Austin Faculty member

23
Personal Control

• Can library users navigate the library and its
  resources on their own terms?
• By habit, I usually try to be self-sufficient.
  And Ive found that Im actually fairly
  proficient. I usually find what Im looking for
  eventually. So I personally tend to ask a
  librarian only as a last resort. Graduate
  student

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Library as Place

• Evaluating the library environment and its
  facilities
• I enjoy the libraries a lot and think theyre a
  great, quiet place to go to get away from
  everything and concentrate on work. They really
  let students work harder and have a comfortable
  place to study. - UT Austin Undergraduate

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Understanding LibQUAL Results

• Measures the distance between minimally
  acceptable and desired service quality ratings
• Perception ratings ideally fall within the Zone
  of Tolerance

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Core Questions Dimensions SummaryLibQUAL Spring
2003 Survey UT Austin Aggregate
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Core Questions Dimensions SummaryLibQUAL Spring
2003 Survey UT Austin Aggregate
Desired service level
Perceived score Minimum service level
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Core Questions Dimensions SummaryLibQUAL Spring
2003 Survey UT Austin Aggregate
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Core Questions SummaryLibQUAL Spring 2003
Survey ARL Faculty
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Population Respondent Profiles by
Discipline LibQUAL Spring 2003 Survey UT Austin
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Population Respondent Profiles by
Discipline LibQUAL Spring 2003 Survey UT Austin
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Access to Information by StatusLibQUAL Spring
2003 Survey UT Austin
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Access to Information by StatusLibQUAL Spring
2003 Survey UT Austin
34
Library as Place by StatusLibQUAL Spring 2003
Survey UT Austin
35
Four Dimensions Science MathLibQUAL Spring
2003 Survey UT Austin
36
Four Dimensions Social Science
PsychologyLibQUAL Spring 2003 Survey UT Austin
37
UT Austin vs. PeersLibQUAL Spring 2003 Survey
UT Austin
38
UT Austin vs. PeersLibQUAL Spring 2003 Survey
UT Austin
39
Trends Access to Information by Status
40
Trends Personal Control by Status
41
Trends Social Science/Psychology
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What Next?
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Roundtable Discussions

• Discussions organized around four LibQUAL
  dimensions (8-10 per table) Affect, Place,
  Access, Personal Control
• Choose different topic for each session
• Innovative and constructive solutions from your
  perspective 10 solution
• Negative gaps danger zones
• Focus on how to not cant do
• Facilitator library staff roles

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UT Austin Libraries Administrative Group

Sue Phillips, Executive AD Dennis Dillon, AD for
Research Services Robin Fradenburgh, AD for
Technical Services Jo Anne Hawkins, AD for Public
Services Damon Jaggars, AD for Student
Services Mark McFarland, AD for Digital
Initiatives Kay Sewell, AD for Administrative
Services Jocelyn Duffy, Executive Assistant
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Facilitators

Janelle Hedstrom, LIILS Adrian Johnson, LIILS Jo
Anne Newyear-Ramirez, CIRD Michele Ostrow,
LIILS Rue Ramirez, DLSD Alexia Thompson-Young,
DLSD Lindsey Schell, CIRD Craig Schroer, BLAC
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Thanks!

• Data will be used to improve services and for
  strategic planning process
• Data will be made available on assessment web
  site

• If you would like more information about LibQUAL
  or the data analysis, please contact
• Damon Jaggars, jaggars_at_austin.utexas.edu
• Jocelyn Duffy, jduffy_at_mail.utexas.edu
• Fred Heath, fheath_at_austin.utexas.edu