Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January...
-
Upload
patricia-ellis -
Category
Documents
-
view
221 -
download
0
Transcript of Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January...
![Page 1: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/1.jpg)
Coding Open-Ended Coding Open-Ended CommentsComments
LibQUAL+® Survey Results
Best Practices: Stories from the Field
January 14, 2009
![Page 2: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/2.jpg)
The search for coding information began Feb. 24, 2008
General Query sent to LIBQUAL-L@[email protected]
“Can anyone share information about
how they coded the open-ended
comments from the LibQUAL+®
survey?”
![Page 3: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/3.jpg)
LibQUAL+® Listserv Query - Results •Software utilized•Influence of theories•Coding to •Themes/Topics•LibQUAL+ dimensions•Value/Emotional Content•Question Numbers•Named departments/persons•LibQUAL+ questions•Demographics
![Page 4: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/4.jpg)
Software- Local Decision Influences
•Campus Users
•Review (Journal of Mixed Methods
Research)
•Support, company and local
•Cost
![Page 5: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/5.jpg)
Assistance/Consultations for CodingProcess
LibQUAL+® listservsoftware; categories; resources
OSU Qualitative Research Facultyimportance of data immersion; resources
QSR Website and Customer Assistancetutorial; questions; tips; importing data
Faculty member using NVivodemonstration; questions
Systems / IT software; importing data
![Page 6: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/6.jpg)
DATA REDUCTION
At OSU, 1,067 Comments (38.8% of respondents)
Reduced to 853, by eliminating
•small, specific data sets
•“other library”
•“no comments”•very general comments that didn’t say anything of use
•survey population (faculty, staff)
•comments about the survey itself
![Page 7: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/7.jpg)
Of the demographics provided by LibQUAL+®
We considered:
•What Fields Mattered to Us?
•What would most impact our services?
Our decision:
•Classification
•Discipline
•Library Used Most Often
![Page 8: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/8.jpg)
Sample Tree Nodes, dictated by the data
•Books
•Building
•Online
Resources
•Journals
•Study
•Technology
•Hours
•Instruction
•Library
•Services
•Resources
•Parking
![Page 9: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/9.jpg)
Values, defined locally
Praise- commend; “express favorable judgment”; approval; satisfaction (positive comment)
Words such as: like, love, enjoy, happy, good, important, glad, pleased, satisfied, positive, helpful
Strong Praise- effusively positive; detailed exclamatory positive statement; explanatory or descriptive reason for praise
Words such as: great, excellent, amazing, fabulous, best, outstanding, always, thanks, grateful
Merriam-Webster’s collegiate dictionary (11th ed.). (2004). Springfield, MA: Merriam-Webster.
![Page 10: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/10.jpg)
More Values, defined locally
Complaint- expresses discontent; mildly negative; unfavorable (a negative comment)
Words such as: more, cannot, never, hardly, often, sometimes, isn’t, lacks, lack of
Strong Criticism- severely unfavorable; hostile; pessimistic; fault-finding; points out flaws; clearly negative incident or encounter (explains or describes reason for criticism)
Words such as: hate, frustrating, embarrassing, irritating, nightmare, unacceptable, never,
impossible
![Page 11: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/11.jpg)
More Values, defined locally
Suggestion- “mentions or implies a possibility”; “offer for consideration”; “propose as fitting”; (concrete suggestion)
Words: more, should, would like, would be, would appreciate, wish, could, could have, could be, needs, add, improve
Neutral Observation- “not engaged on either side”; indifferent; not positive or negative, just an observation
Merriam-Webster’s collegiate dictionary (11th ed.). (2004). Springfield, MA: Merriam-Webster.
![Page 12: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/12.jpg)
Number of Comments by Value
![Page 13: Coding Open-Ended Comments LibQUAL+® Survey Results Best Practices: Stories from the Field January 14, 2009.](https://reader035.fdocuments.net/reader035/viewer/2022062804/56649dce5503460f94ac18eb/html5/thumbnails/13.jpg)
Coding Open-Ended Comments
Challenges
•Timeframe
•Importing data into software
•Inter-rater reliabilityBenefits/Uses of Data
•Software
•Strategic Planning
•Library Development
•Innovative Ideas
•Emergence of strongest themes