Embed Size (px)
Citation preview
1
LibQUALLibQUAL Survey 2009Survey 2009
Monica Hammes, Gerda Beukes & Rayno GeyserUniversity of Pretoria, South Africa
LibQUAL +® 2009 Report: Overall
2
ContentsContents
Outcome Slides 5-7
LibQUAL in context Slides 8-10
The 2009 LibQUAL survey Slides 11-14
Survey results Slides 15-33
Red lights Slides 34-37
Benchmarking Slides 39-43
LibQUAL in future Slide 44
3
Physical facilities Physical facilities
You said
• The UP libraries are over-• crowded and lacking in
various facilities• The libraries are far too noisy • for productive work
Our response
•An audit of all our buildings and physical facilities will be done in 2010 with a view to upgrading
•We support the current trend of academic libraries which also serve as study and social space but agree that the noise levels are unacceptable. We cannot police the situation but will hold discussions with the SRC and other students in order to arrive at a solution where the library staff and students will be co-responsible
4
Computers and printers (1)Computers and printers (1)
You said• We need more
computers, they should be faster and smarter
• We need better photocopying facilities
• We need better printing facilities
Our response
•Library Services currently has 332 computers for students, plus 171 in various labs. We get a limited allocation for new computers and added 24 new computers this year from our IT budget.
•Upgrading of computers is done centrally by the University according to criteria determined annually by the University's ITS. This year, 218 computer towers were replaced by new ones
•We are negotiating for extensive wireless areas in our libraries which will enable you to use your own laptops
5
Computers and printers (2)Computers and printers (2)
You said• We need more
computers, they should be faster and smarter
• We need better photocopying facilities
• We need better printing facilities
Our response
•Photocopying and printing are outsourced activities. Your concerns will form part of negotiations with the contractors.
•Slowness of the Internet is due to limited bandwidth of the University and is not under our control. The University's service provider has very recently doubled the bandwidth available to the University and another upgrade is planned for March 2010
6
Web site and access to Web site and access to electronic resourceselectronic resources
You said• The web site is difficult to
navigate• Electronic resources are
difficult to find and use
Our response
•A web usability study will be done before a general upgrading of the web site
•New online guides will be developed for online resources
7
StaffStaff
You said
• The library staff are generally very good but some of us have had nasty experiences
Our response
•Thanks for showing so much appreciation for our staff
•We plan client care training for all our staff for 2010
8
We take quality seriouslyWe take quality seriously
Annual QA programme
High level QA team
Quality is everybody’s business
Quality is a strategic issue
[Quality] is defined entirely by the customer or end user and is based upon that person's evaluation of his or her entire customer experience. The customer experience is the aggregate of all the touch points that customers have with the company's products and services, and is by definition a combination of these.
http://en.wikipedia.org/wiki/Quality
9
Library Services QALibrary Services QA ProgrammeProgramme 20092009
LibQUAL client surveyLibStats implementationInvestors in people exercisePerformance indicators and benchmarking exercise/tool/reportPreparation for peer reviewOngoing contribution to evaluation of faculties and departments: accreditation visitsRegular performance evaluation of staffManagement informationTracking and evaluating strategic and operational success
10
WhatWhat LibQUALLibQUAL++ is and isnis and isn’’tt
An online survey that measures the expectations and perceptions of library clients,and the gap between expectation and perception,w.r.t. the three main service issues: information control, affect of service, library as place.Box: comments and suggestions.Only part of client feedback.Needs to be combined with indicators related to strategy implementation, incremental improvements and business as usual indicators
Perception is reality
11
2009 Survey management2009 Survey management
LibQUAL teamCorporate activities: Survey team supported by the Quality Unit - Posters, screensavers, email, campus mail, SMS, prizes for participants and for faculty library with the highest number and % participationTwo languages: Afrikaans and EnglishFaculty libraries running the survey locally: opportunity to discuss quality with own clientsDaily report to staffReport/feedback to staff, library committee, senate, library users
12
THANKS!THANKS!
Everyone who marketed the survey energeticallyEvery staff member whocompleted the surveyThe LibQUAL Team
Marguerite Nel (Onderstepoort)Anneline van der Gryp (Medical libraries)Sonja Delport (Groenkloof)Julene Vermeulen (Humanities)Rayno Geyser (Theology)Chriselle Steyn (E-unit and web site)Danie Malan (NAS/EBIT)Bettie de Kock (Learning Centre/Circulation)Gerda Ehlers (Learning Centre/Circulation/Steers)Sindy Hlabangwane (EMS)Fatima Darries (EMS)Tebogo Mogakani (RC)Shirley Gilmore (LAW)Gerda Beukes (project leader)
13
SMS message to studentsSMS message to students(very successful)(very successful)
univ pta pls complete library survey b4 30may http://survey.libqual.org/index.cfm?ID=748821win laptop Afr by http://survey.libqual.org/index.cfm?ID=918961thx!
14
CongratulationsCongratulations
Ms Bianca Scolten, 3rd year Consumer Science student who wins the netbookMs C K Taylor, 2nd year BA student who wins the printerJotello F Soga Library (highest % participation – 18.99)NAS/EBIT Library (biggest number of participants - 1302)
15
Survey results (1)Survey results (1)
Improvements on 2005 resultsNo. respondents (3721) & %(8.35) participation higherPG students more satisfied (next 2 slides)Overall score = 6.76 7.03Perceived Mean higher in all 22 questionsMore positive comments (1172)Fewer negative comments (1405)Expectations (min and max) overall higher library is importantOverall score better than 4 international universities205 indicated that they mostly use online library
16
Positive comments (examples)Positive comments (examples)
This library service is on par with the best in the world: client focused and in the forefront of the latest developments. With relatively limited resources, but thanks to the wonderfully devoted staff exceptional service is the norm.The best library in the world! Outstanding staff, always enthusiastic and helpful. Thank you very much for your support.I have only been at Tuks for a few months now and I am continually surprised about the levels of service i receive fromthe library, the staff and the website which are far superior tothe services I received from XYZ in those areas. Thanks!Thank you Tuks for the amazing library you have provided for us (undergraduate student)
17
Survey results (2)Survey results (2)
The following slides display results for the entire Library Services. Results for faculty libraries is available at Faculty libraries and units inside the MerenskyLibrary: LibQUAL resultsFaculty libraries outside the Merensky Library:LibQUAL results Minimum, Perceived, and Desired Mean: floating bar chartsRadar chartGap analysis
18
Minimum, Perceived & Desired Minimum, Perceived & Desired Mean: All clientsMean: All clients
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
19
Minimum, Perceived & Desired Minimum, Perceived & Desired Mean: UndergraduatesMean: Undergraduates
0
1
2
3
4
5
6
7
8
9
AS -1 AS -2 AS -3 AS -4 AS -5 AS -6 AS -7 AS -8 AS -9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP -1 LP -2 LP -3 LP -4 LP -5 Ove ra ll
20
Minimum, Perceived & Desired Minimum, Perceived & Desired Mean: PostgraduatesMean: Postgraduates
0
1
2
3
4
5
6
7
8
9
AS -1 AS -2 AS -3 AS -4 AS -5 AS -6 AS -7 AS -8 AS -9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP -1 LP -2 LP -3 LP -4 LP -5 Ove ra ll
21
Minimum, Perceived & Desired Minimum, Perceived & Desired Mean: Academic staffMean: Academic staff
0
1
2
3
4
5
6
7
8
9
AS -1 AS -2 AS -3 AS -4 AS -5 AS -6 AS -7 AS -8 AS -9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP -1 LP -2 LP -3 LP -4 LP -5 Ove ra ll
22
Radar chart: All clientsRadar chart: All clients
23
Radar chart: UndergraduatesRadar chart: Undergraduates
24
Radar chart: PostgraduatesRadar chart: Postgraduates
25
Radar chart: Academic staffRadar chart: Academic staff
26
Gap analysis: All clientsGap analysis: All clients
27
Gap analysis: UndergraduatesGap analysis: Undergraduates
28
Gap analysis: PostgraduatesGap analysis: Postgraduates
29
Gap analysis: Academic staffGap analysis: Academic staff
Information usage patterns: All clientsInformation usage patterns: All clients
Information usage patterns: UndergraduatesInformation usage patterns: Undergraduates
Information usage patterns: PostgraduatesInformation usage patterns: Postgraduates
Information usage patterns: Academic staffInformation usage patterns: Academic staff
34
Red light: Perceptions lower than Red light: Perceptions lower than even minimum expectationeven minimum expectation
PG & AS: The electronic sources I need PG: Modern equipment that lets me easily access needed informationPG & AS: Print and/or electronic collections I require for my workAS: Making electronic resources accessible from my home or officeAS: A library web site enabling me to locate sources on my ownAS: Easy to use access tools that allow me to find things on my own
35
Red light: Information controlRed light: Information control
IC-1: Making electronic resourcesaccessible from my home or office(6.98)406 negative comments about the collection and web sites384 negative comments about IT infrastructure and bandwidth
36
Red light: Affect of serviceRed light: Affect of service
AS-1: Library staff who instill confidence in users (6.70)AS-2: Giving users individual attention (6.60)175 negative comments about staff issues
37
Red light: Library as placeRed light: Library as place
LP-1: Library space that inspiresstudy and learning (6.77)LP-2: Quiet space for individual work (6.83)LP-5: Space for group learning and group study (6.53)420 negative comments about noise, temperature, overcrowding etc.
38
Red light: Three other areas of concern Red light: Three other areas of concern --information literacyinformation literacy
The library helps me stay abreast of developments in my fields of interestAll=6.47, UG=6.42, PG=6.46, 6.70
The library helps me distinguish between trustworthy and untrustworthy informationAll=6.34, UG=6.40, PG=6.23, 6.06
The library provides me with the information skills I need in my work or studyAll=6.83, UG=6.88, PG=6.71, 6.62
39
User Survey Results 2004User Survey Results 2004--20092009
0
1
2
3
4
5
3.87 3.96 3.48 3.87 4.012004IH 2005IH 2005LQ 2006IH 2009LQ
40
Postgraduate students: benchmarking Postgraduate students: benchmarking 2009 against 20052009 against 2005
In 2005 postgraduate students were quite negative about the library. The following two slides show: The 2005 radar chart and action taken to rectify problems2005 and 2009 radar charts demonstrating the results of the Library Services’ interventions
Postgraduates Radar Chart, 2005Postgraduates Radar Chart, 2005
2005
Action taken after 2005
•Document delivery service for PGs without good internet
•Research methodology training for information specialists
•More online info literacy tutorials
•Info literacy as part of formal teaching programmes
•Devoted space for PGs
Postgraduates Radar Chart, 2005Postgraduates Radar Chart, 2005--20092009
20092005
UP
4
1
3
Benchmark: against 4 major universities
2
44
LibQUALLibQUAL in futurein future
LibQUAL Light?SamplingAdditional questions to be translated and included
Documentation on IntranetDocumentation on Intranet
Handbook (UPLS intranet)PhotographsPlanning documentation
