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					     LibQUAL+ 2002

Tales from Past Participants
  Vanderbilt University Library


 Flo Wilson, Deputy University Librarian
       flo.wilson@vanderbilt.edu
       Vanderbilt’s Survey Experience


•   Background and survey administration
•   Waiting for the data and the analysis
•   What do we think we know?
•   What do we want to do about it?
•   Which ways of presenting data are most
    useful?
       Survey and Survey Response


• Volunteer committee established
• Survey announced on library’s webpage
• Preliminary message sent a week ahead
   – Sample size of 3400+
   – Approximately 40 messages bounced
   – Only 18 could not be corrected
• Request to participate sent from the
  University Librarian
• Two reminders sent
• Starbuck’s gift certificates as incentives
         Survey and Survey Response



WAITING . . .
Committee reviewed examples from last year’s
 session
Chair took SPSS class in anticipation of data file
Comments reviewed, sorted (discipline and then
 user group), posted on web
Results arrive!
         Survey and Survey Response



WAITING . . .
     -- for the analysis

Experimenting
     -- with ways of presenting data
           Survey and Survey Response

                              Complete
               Final Sample                   Response Rate
                              Responses

Faculty                 923           281          30.4%
Graduate
Students              1,017           296          29.1%
Undergrads            1,499           357          23.8%
Other                                     2
Total                 3,439           936          27.2%
                       Survey and Survey Response

RESPONSE AND COMMENTS BY DISCIPLINE

                                              Respondents                           Comments                % with
                                    Undergrad Graduate Faculty   Total   Undergrad Grad Faculty Staff Total Comments
Agriculture/Environmental Studies           0        1       0      1                 1                  1       100%
Architecture                                1        0       0      1                                               0%
Business                                   20       25       9     54            5    4       5         14         26%
Communications/Journalism                  22        0       3     25            8            1          9         36%
Education                                  21       55     16      92           10 21         5         36         39%
Engineering/Computer Science               60       33     37     130           16 10       12          38         29%
Health Sciences                            15       14       5     34            9    2       1         12         35%
Humanities                                 29       33     65     127           15 20       34          69         54%
Law                                        16       31     13      60            8 11         2         21         35%
Performing & Fine Arts                     18        1     19      38            7    1       9         17         45%
Science/Math                               41       35     52     128           16 16       23 1 56                44%
Social Sciences/Psychology                 64       38     51     153           30 21       25          76         50%
General Studies                             3        0       0      3            1                       1         33%
Undecided                                  24        0       0     24            6                       6         25%
Other                                      23       30     11      64           10 12         2         24         38%
Total                                     357      296    281     934         141 119      119 1 380               41%
                         Survey and Survey Response
LibQUAL +
Jean and Alexander Heard Library, Vanderbilt University


                                             Unsatisfied (or want "more" or "faster)   Satisfied (positive comments)
       Access to Information                                  162                                   33
               I.L.L.                                          10                                   11
       E-journals, data bases                                  27                                   5
        Hard copy collection                                   45                                   4
           Library Hours                                       65                                   0


          Affect of Service                                    45                                   97


          Library as Place                                    129                                   16
        Facilitates quiet study                                24                                   3
           Physical plant                                      42                                   0
             Comfortable                                       13                                   2
                Security                                       5                                    0


        Personal Control                                       88                                   24
  Convenient access to collection                              15                                   0
  Equipment (copiers, microfiche)                              18                                   0



               General                                         4                                    62


                                                              428                                  232
                                Survey and Survey Response

                                                   Comments per Section

                     180
                     160
                     140
                     120
number of comments




                     100                                                                                       Unsatisfied
                                                                                                               Satisfied
                     80
                     60
                     40
                     20
                      0
                           Access to Information     Affect of Service   Library as Place   Personal Control
             Data Review and Analysis


• Library Management Council Retreat
  – Day long discussion

• What did we conclude
  – Higher than ARL mean, but very near the middle
     • Substantial room for improvement
  – Most desired services (highest) are in Personal Control,
    particularly related to electronic services/resources
  – Faculty want more extensive digital AND print
    collections
           Data Review and Analysis


• What else did we conclude

  – Our highest perceived scores are in Affect of Service
  – Undergraduates highly dissatisfied with hours of
    operation
  – Main library building (we assume) meets only minimum
    expectations for some and is below for many
  – Disciplinary breakdown did not really help with making
    assumptions about which Library the respondent was
    evaluating
           How will we move forward?


• Generated action items for further pursuit
  – Marketing and communication plan
  – Make information about remote access more available
    and more visible on website
  – Extended hours proposal
  – Complete analysis of ILL performance
  – Develop a customer service training program for
    staff
  – Review fines policy for substantial changes
  – Decide on strategy for improving main library facilities
           How will we move forward?

• Follow-up study needed
   – What were you thinking the question meant when you
     answered it?
   – What specific problems do you experience with
     accessing electronic resources from home or office?
   – Convenient access to collections
• Time required to analyze the data limits ability to
  make measurable changes by next round
• Can we establish quantitative goals?
• How close to desired do we want to be?
         Data Sources and Analysis


• Published data—Overall, group, individual
• Published data—Other libraries
   – Re-keying to Excel
• Data file
   – Save as Excel file
   – Extract selected data and statistics to Excel
• Institutional means
• Norms
      Data Analysis and Presentation


• Bar charts and general satisfaction
• Results by question (high/low/close)
• Radar charts for role/discipline analysis
• Gap tables for identifying significant areas
  needing improvement
• Rankings and scatter charts for library
  comparisons
• Norms
                 Bar Charts and General Satisfaction
9.00



8.00
                     7.51 7.53
                                       7.34                                                                                                7.26     7.24
                                                7.21                            7.16                                                                         7.14 7.03
           7.05                                                                                                                  6.96
                                                                                                 6.85      6.77
7.00                                                                   6.71             6.71



6.00
                                                                                                                                                                                       Under gr aduate
                                                                                                                                                                                       Gr aduate
5.00                                                                                                                                                                                   Faculty
                                                                                                                                                                                       All VU r espondents
                                                                                                                                                                                       All ARL Libr ar y Respondents
4.00



3.00



2.00



1.00
       In gener al, I amsatisf ied with the way in which I am   In gener al, I amsatisf ied with libr ar y suppor t f or my How would you r ate the over all quality of the ser vice
                       tr eated at the libr ar ies.                   lear ning r esear ch and/ or teaching needs              pr ovided by the libr ar y? (Extr emely poor to
                                                                                                                                              Extr emely good)
Results by Question—High/low/close
                    Results by Question—High/low/close

                                                        Personal Control by User Group

9.00


8.50


8.00


7.50


7.00                                                                                                                                                                                     VU Desired
                                                                                                                                                                                         VU Minimum
6.50                                                                                                                                                                                     VU Perceived


6.00


5.50


5.00


4.50
        Undergrad




                                     Undergrad




                                                                    Undergrad




                                                                                                 Undergrad




                                                                                                                              Undergrad




                                                                                                                                                            Undergrad
                    Grad




                                                 Grad




                                                                                Grad




                                                                                                             Grad




                                                                                                                                          Grad




                                                                                                                                                                        Grad
                           Faculty




                                                        Faculty




                                                                                       Faculty




                                                                                                                    Faculty




                                                                                                                                                 Faculty




                                                                                                                                                                               Faculty
        Electronic resources         Modern equipment             Website enables me to Easy to use access                    Making information           Convenient access to
       accessible from home          that lets me easily          locate information on tools to find things on                  accessible for             library collections
              or office              access information                  my own                 my own                         independent use
Radar Chart—Complete Runs of Journals


                                Businesss
                               9.00
                  Undecided                 Comm/Journalism
                               7.00

    Social Sciences            5.00                 Education

                               3.00

   Science/Math                1.00                      Engineering/CS




    Perf & Fine Arts                                Health Sciences


                                                                      Minimum
                       Other                Humanities
                                                                      Desired
                                  Law                                 Perceived
   Radar Chart—Individual Attention

                                 Freshman
                                9.00
      Other academic            8.00               Sophomore
                                7.00
                                6.00
                                5.00
   Lecturer                                                Junior
                                4.00
                                3.00
                                2.00
                                1.00
Professor                                                      Senior




   Assoc. Prof.                                        Masters

                                                                Minimum
                  Asst. Prof.               Doctoral
                                                                Desired
                                                                Perceived
           Using Gaps to Identify Areas of Focus
MOST SIGNIFICANT GAPS BETWEEN USER WISHES AND PERFORMANCE

Question                                                                                         Faculty     Graduate Undergrad
Number
   3       Complete runs of journal titles                                                           7           10           18
   21      A comfortable and inviting place                                                         20           17           10
   25      Convenient access to library collections                                                  8            6            9
   5       Making electronic resources accessible from my home or office                             1            1            2
   12      Easy-to-use access tools that allow me to find things on my own                           5            5            8
   6       Modern equipment that lets me easily access the information I need                       14            7            5
   22      Comprehensive print collections                                                          17           13
   19      Convenient business hours                                                                              3            1
   8       Timely document delivery/ILL                                                                          11
   13      A place for reflection and creativity                                                                              25
   2       Space that facilitates quiet study                                                                    18
   1       Willingness to help users                                                                                          15
   7       A library website enabling me to locate information on my own                             2
   23      A contemplative environment                                                                                        21
   16      Making information easily accessible for independent use                                  3
   9       Interdisciplinary library needs being met                                                19


           Shading represents a statement w hose gap betw een desirability and performance is one of ten greatest for that user group.
           Number represents desired rank (most to least, 1 to 25) of item
           ARL Libraries (sorted by perceived)

9.00



8.00



7.00



6.00

                                                        Desired
5.00                                                    Perceived
                                                        Minimum

4.00



3.00



2.00



1.00
       0    5   10   15   20   25   30   35   40   45
             Selected ARL Peers for Comparison

Libraries with one or more scores in the top ten--Perceived Service Level, Service Adequacy, or Service Superiority

                                                                         Average           Average
                       Average Average Average Perceived                 Service Adequacy Service      Superiority
                       Minimum Desired Perceived  Rank                  Adequacy Gap Rank Superiority Gap Rank
Library A                  6.58   7.92       7.18      1                     0.61      12       (0.74)          2
Library B                  6.43   7.92       7.12      2                     0.69       4       (0.80)          6
Library C                  6.22   7.82       7.11      3                     0.89       1       (0.71)          1
Library D                  6.38   7.91       7.06      4                     0.68       6       (0.85)          8
Library E                  6.50   7.87       7.05      5                     0.55      15       (0.82)          7
Library F                  6.46   7.90       7.05      6                     0.59      14       (0.86)          9
Library G                  6.38   7.83       7.04      7                     0.66       7       (0.79)          5
Library H                  6.40   7.87       7.00      8                     0.60      13       (0.87)        10
Library I                  6.18   7.74       6.99      9                     0.81       2       (0.75)          4
Library J                  6.61   7.98       6.99     10                     0.39      24       (0.98)        16
Library K (Vanderbilt)     6.25   7.83       6.94     12                     0.69       5       (0.89)        11
Library L                  6.18   7.89       6.90     16                     0.72       3       (0.98)        15
Library M                  6.25   7.62       6.88     19                     0.63      10       (0.75)          3
Library N                  6.13   7.90       6.76     29                     0.64       9       (1.14)        31
Library O                  6.09   7.76       6.75     30                     0.66       8       (1.02)        19
       Norm Comparisons—Vanderbilt Percentiles

                                                25 Question Affect of Library as Personal Access to
Individual Score Norms--Perceived Service          Mean     Service     Place     Control Information

  All respondents                                   45th      46th      39th       46th      45th
  ARL library respondents                           47th      48th      45th       47th      44th
  All faculty                                       39th      43rd      33rd       40th      43rd
  Graduate students                                 53rd      51st      50th       52nd      56th
  Undergraduate students                            42nd      44th      38th       46th      40th

Institutional score norms--All Libraries

  Perceived level of service                        46th      51st      32nd       58th      45th
  Service adequacy gap (perceived minus minimum) 80th         85th      60th       80th      70th
  Service superiority gap (desired minus perceived) 55th      65th      40th       60th      50th

Institutional score norms--ARL Libraries

  Perceived level of service                        66th      70th      50th       70th      40th
  Service adequacy gap (perceived minus minimum) 90th         90th      66th       90th      75th
  Service superiority gap (desired minus perceived) 66th      80th      50th       70th      50th
      LibQUAL Report and Presentations

http://staffweb.library.vanderbilt.edu/admin/lq/LQhome.htm

				
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