Canada Lite: impact of LibQUAL + ® Lite on the members of the LibQUAL + Canada Consortium
LibQUAL+ TM at Glasgow University Library 2003 - 2006
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Transcript of LibQUAL+ TM at Glasgow University Library 2003 - 2006
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LibQUAL+TM at Glasgow University Library
2003 - 2006
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Pre LibQUAL+TM
• Home grown Library and University surveys
• Benchmarking (SCONUL Annual Statistical Return. LISU & sharing with peers)
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LibQUAL+TM Storms the UK
New Vocabulary:• SERVQUAL• Zones of Tolerance• Service Adequacy Gaps• Service Superior Gaps
Refresher Course:• Standard Deviation• Statistical Norms• T-Scores…
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Participation in LibQUAL+TM 2006 will be Glasgow’s 4th iteration of the survey as part of the SCONUL Consortium
Previous iterations:• 2003• 2004• 2005
Survey Participation
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• Clearance from the Ethics Committee• Check the Calendar & decide when to run the
survey• Demographics• Select Sample • Complete the necessary sections LibQUAL+TM
web site• Prepare e-mail texts• Promote the survey• E-mail the notification
Preparatory Work
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• Send the invitation e-mail• Respond to any incoming mail• Watch progress on the web • Send reminder e-mails – Why?
Running the Survey
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• Send reminder e-mails because
• Close the survey• Wait for the results
2005 GUL Survey Completion Activity
0
100
200
300
400
500
1st 3rd 5th 7th 9th 11th 13th 15th 17th 19th 21st 23rd
2005
Running the Survey
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Analysing the Results Internally
Internal:
– By user group– By Faculty/Discipline – Comments
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Desired Service LevelsMost Important Services 2003
All Users &Undergraduates:
• Convenient opening hours
• Quiet space to work
• Easy to use access tools
• Modern equipment
• Access to electronic resources from home
Most Important Services Perceived Scores - Undergraduates
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
LP2
IC6
IC5
IC1
GUL 2003 GUL 2004 GUL 2005
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Desired Service LevelsMost Important Services 2003
Post-graduates:
• Easy to use access tools
• Convenient opening hours
• Library web site providing access to information
• Electronic resources
• Print/electronic journals
Most ImportantServices Perceived Scores - Postgraduates
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC6
IC2
IC4
IC4
IC8
GUL 2003 GUL 2004 GUL 2005
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Desired Service LevelsMost Important Services 2003
Academic Staff:• Library web site
providing access to information
• Access to electronic resources from home
• Print/electronic journals
• Electronic resources• Timely document
delivery/ILL
Most Important Services Perceived Scores - Academic Staff
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC2
IC1
IC8
IC4
IC5
GUL 2003 GUL 2004 GUL 2005
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Most Important Services 2005
Most Important Services Perceived Scores - Undergraduates
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC1
LP2
IC5
LP1
GUL 2003 GUL 2004 GUL 2005
All Users &Undergraduates:
• Access to electronic resources from home
• Quiet space to work
• Modern equipment
• Library space inspiring study & learning
• Haven for study, learning & research
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Most Important Services 2005
Most Important Services Perceived Scores - Academic Staff
0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00
IC2
IC1
IC8
IC4
IC5
GUL 2003 GUL 2004 GUL 2005
Post-graduates & Academic Staff:
• Print/electronic journals
• Access to electronic resources from home
• Electronic resources
• Library web site permitting self-help
• Library web page that is easy to navigate
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External benchmarking:
– SCONUL Consortium– Similar UK institutions– Similar Overseas institutions
Analysing the Results
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Gap Scores - Affect of Service
Affect of Service SAGs & SSGs - All Users
-1.00 -0.70 -0.40 -0.10 0.200.500.80
2005 2004 2003
GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG
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Gap Scores - Information Control
Information Control SAGs & SSGs - All Users
-1.80 -1.50 -1.20 -0.90 -0.60 -0.30 0.000.30
2005 2004 2003
GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG
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Gap Scores – Library as Place
Library As Place SAGs & SSGs - All Users
-1.80 -1.60 -1.40 -1.20 -1.00 -0.80 -0.60 -0.40 -0.20 0.000.200.40
2005 2004 2003
GUL SAG Other UL SCONUL SAG GUL SSG Other UL SCONUL SSG
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Negative SAGs –All Users & Ugs
Negative SAGs - Undergraduates
0
5
Affect of Service 0 0 0 0 0 0
Information Control 0 0 0 2 2 2
Library as Place 0 2 0 2 4 0
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
Negative SAGs - All Users
0
5
Affect of Service 0 0 0 0 0 0
Information Control 0 1 1 2 2 2
Library as Place 0 2 0 3 4 0
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
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Negative SAGs - Pgs & AstfNegative SAGs - Postgraduates
0
5
10
Affect of Service 0 0 0 0 0 0
Information Control 2 3 5 4 5 3
Library as Place 2 2 2 3 3 2
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
Negative SAGs - Academic Staff
0
5
10
Affect of Service 0 0 0 0 0 0
Information Control 1 2 2 5 8 6
Library as Place 0 0 0 3 3 1
GUL 2005 GUL 2004 GUL 2003 SCL 2005 SCL 2004 SCL 2003
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Disseminating the Results
• Reports – To Library Strategy Group
– Library Forums (Education, Marketing, Research & Service Enhancement)
– Library Committee (also acts as User Committee)
– Publish on the Web (http://www.lib.gla.ac.uk/libqual/)
– Academic Faculties & Supporting departments (Computing, Central Services & Estates & Buildings)
– Annual Report
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Utilising the Data
• Strategic Service Developments– Data to support service development– Ability to identify where not meeting expectations– Measure if change has met need
• Budget Discussions– Data to support bid for increased funding– Data to support case for change in emphasis (towards e-
provision)
• Marketing Position– Status of the library within the University– Importance of national & international benchmarking
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What We’ve Done
• New Web Services Administrator• Increased opening Hours
– Earlier Saturday morning opening
– Sunday morning opening
– Increased late opening hours
(From January2006 Mon-Thurs 08:00 – 02:00)
Now providing 222,578 seat hours per week
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And
• Library refurbishment– Levels 6 & 7 completed summer 2004
– Levels 8 & 9 scheduled summer 2005
– Level 10 & 11 scheduled summer 2006
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Transforming this -
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To this -
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And this -
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To this -
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and this -
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What Next?
Restructured Library Services effective from 1st March 2006
Director of Library Services retires 30th March 2006
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Directorate
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Research & Teaching Support
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Information access
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Finance & Corporate Services
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Looking Forward to new challenges!