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LibQUAL+ ® : The UK and Irish Experience. Selena Killick Library Quality Officer, Cranfield University J. Stephen Town Director of Information, The University of York. &. Consortium Composition. Expectations. Highest Desired. Least Desired. Perceptions. SCONUL Overall 2011.5. - PowerPoint PPT Presentation
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LibQUAL+®: The UK and Irish ExperienceSelena KillickLibrary Quality Officer, Cranfield University
J. Stephen TownDirector of Information, The University of York
&
Consortium Composition
RLUK23%
Pre-199231%
Post-199230%
HE col-leges3%
Irish Repub-
lic14%
LibQUAL+® Participants by HE Sector
RLUK Pre-1992 Post-1992 HE colleges0
10
20
30
40
50
60
70
80
57% 55% 33%7%
LibQUAL+® Libraries by HE Sector
LibQUAL+ Libraries Non-LibQUAL+ Libraries
Russell Group27%
1994 Group30%
Uni-versity
Al-liance16%
Million+27%
LibQUAL+® Participants by Mission Group
Russell Group 1994 Group University Alliance Million+0
5
10
15
20
25
30
60% 68%30%
44%
LibQUAL+® Libraries by Mission Group
LibQUAL+ Libraries Non-LibQUAL+ Libraries
Annual19%
Biannual49%
Three-yearly19%
Other14%
SCONUL LibQUAL+® Repeat Par-ticipation
Expectations
Highest DesiredID Question Desire
d (2011.5)
Years in Top 5
IC-1Making electronic resources accessible from my home or office 8.27 9
IC-8Print and/or electronic journal collections I require for my work 8.10 8
IC-2A library Web site enabling me to locate information on my own 8.09 9
LP-2 Quiet space for individual work 8.04 1IC-7
Making information easily accessible for independent use 8.02 2
Least DesiredID Question Desire
d (2011.5)
Years in Bottom 5
AS-2 Giving users individual attention 6.84 9
LP-5Space for group learning and group study 7.23 9
AS-1
Library staff who instill confidence in users 7.48 8
AS-9
Dependability in handling users' service problems 7.73 3
LP-1
Library space that inspires study and learning 7.77 2
Affect of Service Information Control Library as Place Overall6.00
6.10
6.20
6.30
6.40
6.50
6.60
6.70
SCONUL LibQUAL+® Dimension Minimum Mean Comparisons
Minimum Mean 2004 Minimum Mean 2011.5
Affect of Service Information Control Library as Place Overall7.50
7.60
7.70
7.80
7.90
8.00
8.10
SCONUL LibQUAL+® Dimension Desired Mean Comparisons
Desired Mean 2004 Desired Mean 2011.5
5.005.405.806.206.607.00
SCONUL LibQUAL+® Increasing Minimum Expectations
Minimum Mean 2004 Minimum Mean 2011.5
7.707.807.908.008.10
SCONUL LibQUAL+® Decreasing Desired Expectations
Desired Mean 2004 Desired Mean 2011.5
Perceptions
SCONUL Overall 2011.5
SCONUL Overall 2004
Affect of Service Information Control Library as Place Overall5.60
5.80
6.00
6.20
6.40
6.60
6.80
7.00
7.20
SCONUL LibQUAL+® Dimension Perceived Mean Comparisons
Perceived Mean 2004 Perceived Mean 2011.5
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Overall 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Affect of Service 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Information Control 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Library as Place 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
Comparisons
Dimension Summary
5.00
6.00
7.00
8.00
9.00
SCONUL Overall2004
ARL Overall 2004 SCONUL Overall2011.5
ARL Overall 2011.5
Mea
n Sc
ore
SCONUL & ARL Comparisons: 2004 – 2011.5Dimension Summary
Affect of Service
5.00
6.00
7.00
8.00
9.00
SCONUL Affect ofService 2004
ARL Affect of Service2004
SCONUL Affect ofService 2011.5
ARL Affect of Service2011.5
Mea
n Sc
ore
SCONUL & ARL Comparisons: 2004 – 2011.5Affect of Service
Information Control
5.00
6.00
7.00
8.00
9.00
SCONUL InformationControl 2004
ARL InformationControl 2004
SCONUL InformationControl 2011.5
ARL InformationControl 2011.5
Mea
n Sc
ore
SCONUL & ARL Comparisons: 2004 – 2011.5Information Control
Library as Place
5.00
6.00
7.00
8.00
9.00
SCONUL Library asPlace 2004
ARL Library as Place2004
SCONUL Library asPlace 2011.5
ARL Library as Place2011.5
Mea
n Sc
ore
SCONUL & ARL Comparisons: 2004 – 2011.5Library as Place
National Student Survey ComparisonsAspiring to be “Good Enough”
NSS LQ+ Overall Perceived0
1
2
3
4
5
6
7
8
4.06
6.79
4.10
6.76
4.04
6.70
National Student Survey Compared to LibQUAL+®
2008 2009 2010
Mea
n
2008 2009 20105.50
6.00
6.50
7.00
7.50
8.00
8.50
4.004.054.104.154.204.254.304.354.404.454.50
4.06 4.14.04
SCONUL LibQUAL+® & NSS Comparisons
NSS LQ+ Minimum LQ+ Desired LQ+ Perceived
LibQUAL+® Results in Action
£14 million improvement programme now underway at St. Andrews to renovate
the Library, expand the collection and increase
study space.
The Library is one of the most oppressively depressing locations on the face of the earth; its ugly décor and offensive lighting gnaw at the
soul and the carpeting is an invitation to madness
• Secured additional funding to increase resources• Improved liaison with Academic staff regarding
recommended readings• Increased e-books where possible• Increased journal subscriptions• Implemented cross-searching database• Improved Library Website• Developed online information literacy tool• Improved help provision via 24/7 Chat
cooperative
• Added /enhanced computing, printing and photocopying facilities
• Upgraded catalogue only ‘quick search stations’• Introduced express PCs – maximum login time of
20 minutes• Increased Study Space• Reduced access to external visitors at busy times• Introduced a study area for researchers• Introduced/improved study zones to control noise• Improved temperature and ventilation
National OutcomesLibraries are being transformed into rowdy social spaces… many of the
changes have had unfortunate – even disastrous – consequences for the
place of libraries in university scholarship and study.
Response published in the next edition of THE from SCONUL
outlining that LibQUAL+® results show that academic staff
perceptions of library buildings are the highest they’ve ever been.
Sharpe, K. 2009. Quiet, please. Times Higher Education . 5 November. [Available Online].
Conclusions
Conclusions•Greater use of LibQUAL+ by Pre-1992
Universities•Biannual participation for ~half of users•Expectations rising in most areas•Perceptions rising also•Not quite as good as ARL•LibQUAL+ provides more information than
NSS•LibQUAL+ helps Libraries to develop and
improve services•The carpet at St. Andrews used to be
mental!
Acknowledgements•Amanda Conway, Dorothy Vuong, Karen
Ready, Jacqui Dowd, John MacColl and the rest of the SCONUL LibQUAL+ Participants
•The ARL LibQUAL+ Participants•SCONUL Working Group on Performance
and Quality•Martha, Bruce, Colleen, David and the rest
of the LibQUAL+ team
Thank you!Selena [email protected]: +44(0)1793 785561
J. Stephen TownDirector of Information, The University of York
