Community Needs Analysis : Collecting and Analyzing Community Feedback
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Transcript of Community Needs Analysis : Collecting and Analyzing Community Feedback
Community Needs Analysis:
Collecting and Analyzing Community Feedback
Anthony ChowThe University of North Carolina at Greensboro (UNCG)
--Seth Ervin, Tom Cole, Michael Wozniak, Beatriz Guevara,
Bethany Scott, Amy WykoffCharlotte Mecklenburg Libraries (CML)
2013 NCLA Biennial Conference, Winston Salem, NC
The Project – How to Develop a New Strategic
Plan Data Triangulation Quantitative and Qualitative Factor Analysis Identifying and Articulating Community Needs Clear Needs Increase Precision of Strategic
Planning – A Community Mandate
Overview
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The Need - Why do we need a community survey?
Re-establish good will and gratitude to the public after 2010
cutbacks. To check that the Library still understood what the public wanted
from the organization. To determine the effects of demographic and technological
changes within the county and how these changes would affect the Library’s strategic planning.
Identify clear set of information needs and community goals to ensure alignment of strategic goals.
Goals become community and fundable mandate
The Project
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The Process - Consultant asked to build internal capacity of CML 12 Staff Members tasked with facilitating five community
forums within the County. Forums focused on same 15 questions used for online survey
and staff forums and survey Online survey (n=2,989) Feedback and Comments Data Goals and Measures of
Success
The Project
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Librarian PatronsLibrary Goals
Setting Future Goals = Strategic Planning
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More Than Our Perspectives
Data Triangulation
Library SWOT’s
Staff perspective Community Perspective6 of 26
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We relied on prior survey to identify areas for in-
depth questioning We made promises of confidentiality to all
participants We asked open-ended questions and recorded all
feedback given. We conducted by community forums and an
online survey. Marketwise conducted a random telephone sample Lee Institute conducted focus groups
Data Triangulation
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See Handout 1
(anthonyschow.wordpress.com/research) Two facilitators and two note takers Distributed through the County
Community Forums
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Also known as CODING.Taking a statement such as this:I like all services, especially the free access to the internet and
the large range of books on all subjects. I don’t like that newspapers and magazines have pages missing, like for a recipe for mac and cheese. :)
Orcoffee shop please and creating a framework that codes and
quantifies these anecdotes giving them a numerical value that we can further analyze to steer our organization.
Factor Analysis
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Factor Analysis
It ends up looking something like this.
Each question from the survey questions are codified and organized to present a uniform picture of what the public desires from the Library.
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Factor Analysis
Another example:11 of 26
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Community Survey
What do you believe are the three most important programs and services the Charlotte Mecklenburg Library provides to benefit the community?
22%
15%
13%
12%
11%
10%5%
4%2% 2% 2% 1% 1%1%1%
Community's Top Priority
Books Technology (Computers, In-ternet, etc.)
Education, knowledge, tutor-ing, after school programs
Children's and Youth Programming
Source of free entertainment, resources, and services
Resources-both print and non-print
Literacy programs Jobs ProgramAudio Books, Movies, Music (DVD, etc.)
Library as place
Research materials OutreachProfessional Librarians Early voting placeTeen services
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Community Survey
(2) How important, on a scale of 1-10, are the following to you?
Answer Options Rating Average Response Count
1. A Website to search for materials, place materials on hold, renew materials, use research resources
9.48 2920
2. Hours and days of operation 9.33 29393. Manage your account online 9.31 23194. Large variety of printed books 9.21 29615. Availability of staff to help find books, resources or information for any purpose 8.71 29416. Being a place to read, work or study 8.62 29487. Providing free access to Wi-Fi 8.60 29498. Having meeting rooms that can be used for any purpose, including voting 8.49 29479. Providing computers and access to the Internet 8.44 295710. Library services to help school age children and teens with homework 8.22 294511. Availability of staff to help with the use of a computer or access the Internet 8.07 294212. Reference materials, newspapers, magazines, or other periodicals 7.91 294613. Large variety of eBooks, music and e-audio books to download 7.83 293914. Programs or services designed for children, age 5 and under 7.79 293715. Staff-led computer or Internet training classes or workshops 7.70 2945
16. Programs or services to help find a job or create a resume 7.63 293517. Large variety of audio books and music on CDs 7.38 296118. Large variety of movies on DVDs 6.89 2946
Average 8.31 13 of 26
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Community Survey
(2) How important, on a scale of 1-10, are the following to you?
Answer Options Rating Average
Response Count
1. A Website to search for materials, place materials on hold, renew materials, use research resources
9.48 2920
2. Hours and days of operation 9.33 29393. Manage your account online 9.31 23194. Large variety of printed books 9.21 29615. Availability of staff to help find books, resources or information for any purpose 8.71 29416. Being a place to read, work or study 8.62 29487. Providing free access to Wi-Fi 8.60 29498. Having meeting rooms that can be used for any purpose, including voting 8.49 29479. Providing computers and access to the Internet 8.44 2957
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Community Survey
(3)
51%41%
9%
During the past 12 months, which of the following ways, if
any, have you visited or used the Charlotte Mecklenburg Library?
Have you used it . . .In personOnline through the Library Website or AppBy telephone
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Community Survey
(4)
53%
30%
10%
7%
Would you visit and use the Li-brary more if the hours or days of operation were increased?
YesThe current hours and days of operation are suf -ficientDon't KnowNo
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Community Survey
(5)Please tell us if you have used the following Charlotte Mecklenburg Library services during the past 12 months:
Answer Options Response Percent
Response Count
1. Checked out printed books 91.3% 25372. Used the Library Website to search for materials, place materials on hold, renew materials, use research resources, or manage your account online
64.8% 1800
3. Library staff helped you find books, resources, or information for any purpose 58.6% 16284. Used a Library as a place to read, work or study 47.8% 13275. Checked out audio books or music on CDs 46.4% 12906. Used reference materials, newspapers, magazines, or other periodicals 44.0% 12217. Checked out movies on DVDs 42.4% 11798. Used Library WiFi 37.4% 10409. Used a Library public meeting room for any purpose, including voting 37.2% 1033
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Community Survey
(6)
55%24%
11%
10%
Do you believe the need for the Library will increase, decrease,
or remain the same over the next 10 years?
IncreaseRemain the sameDecreaseDon't Know
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Community Survey
(7)
Wireless
Internet ac
cess
Laptop c
ompute
r
Smartph
one/ce
ll phone
with Interne
t
Desktop c
ompute
r
Internet acce
ss (not
wireless)
Tablet co
mputer (iPa
d, etc.)
e-reader
(Kindle, Nook, e
tc.)
I do not h
ave any o
f this t
echnology
0.0%20.0%40.0%60.0%80.0%
100.0%86.6% 81.1%
67.6% 57.5%44.2% 42.5% 40.9%
0.7%
What types of technology do you have available to you at home?
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From the coded survey results the needs of
the community and the service areas of the Library are made clear:
Identifying Clear Needs
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Community Survey
What do you believe are the three most important programs and services the Charlotte Mecklenburg Library provides to benefit the community?
22%
15%
13%
12%
11%
10%5%
4%2% 2% 2% 1% 1%1%1%
Community's Top Priority
Books Technology (Computers, In-ternet, etc.)
Education, knowledge, tutor-ing, after school programs
Children's and Youth Programming
Source of free entertainment, resources, and services
Resources-both print and non-print
Literacy programs Jobs ProgramAudio Books, Movies, Music (DVD, etc.)
Library as place
Research materials OutreachProfessional Librarians Early voting placeTeen services
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Identifying Clear
Needs
Charlotte Mecklenburg Library Strategic Plan 2014-2017. (2013).
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These findings directly influenced the Library’s
Strategic Goals for the next three years.
Charlotte Mecklenburg Library is rebranding to further emphasize the many services and resources the library brings to Mecklenburg County.
So without further ado:
Goals and Strategic Planning
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Charlotte Mecklenburg Library Strategic Plan 2014-2017. (2013).
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Librarian PatronsLibrary Goals
Setting Future Goals = Strategic Planning
County
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Next Phase – Tracking progress on goals and
meeting staff and community needs Real Time Annual Basis
Data Dashboard
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Additional comments Q & A Thank You!
More Information: Dr. Chow – [email protected] Seth Ervin - [email protected] Tom Cole - [email protected] Bethany Scott - [email protected]
Panel Discussion
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