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Coding Open-Ended Coding Open-Ended CommentsComments
LibQUAL+® Survey Results
Best Practices: Stories from the Field
January 14, 2009
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?”
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
Software- Local Decision Influences
•Campus Users
•Review (Journal of Mixed Methods
Research)
•Support, company and local
•Cost
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
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
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
Sample Tree Nodes, dictated by the data
•Books
•Building
•Online
Resources
•Journals
•Study
•Technology
•Hours
•Instruction
•Library
•Services
•Resources
•Parking
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.
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
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.
Number of Comments by Value
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
