User Surveys

Frances M. BrillantineCatholic University Law Library

AALL, July 2008

User Surveys

Survey Says!

LibQUAL+™Survey Software

LibQUAL+™

What is LibQUAL+™? Developed by the Association of Research

Libraries (ARL) in collaboration with Texas A&M University

First LibQUAL+™ survey was conducted by 13 institutions in 2000

More than 500 libraries have since used LibQUAL+™

LibQUAL+™ measures gaps between a patron’s minimum, desired, and perceived levels of service

LibQUAL+™ Question from 2004 Survey

LibQUAL+™

Six Parts of the SurveyCore section of questionsDemographics sectionGeneral satisfaction sectionLibrary use sectionComments boxE-mail address for incentives

LibQUAL+™ Sample Survey

What Do You Gain by Using LibQUAL+™?

Gap scores

Ability to compare results with peer libraries

Professional reports with extensive graphs and quantitative data analysis

LibQUAL+™ Graphs & TablesStudent Results

What Do You Lose by Using LibQUAL+™?

FlexibilityCustomizationAnalysis of results

Other DisadvantagesSurvey fatigue Questions are too broadCost ($3000 in 2008)

Survey Software

What is survey software?

Popular ExamplesSurveyMonkeyZoomerangSurveyWriter

Some SurveyMonkey Features

Custom designs Validation of responses Promotion Patron verification Download results in a variety of formats Variety of question formats View results in real time Browse individual responses Use filters for in-depth analysis of results

SurveyMonkey: Question Formats

SurveyMonkey: Real Time Results

SurveyMonkey: Viewing Comments

SurveyMonkey: Viewing Individual Responses by Question Comment

Survey Question: Why do you use the library?

SurveyMonkey: Using Filters to Cross Tabulate Results

Example of Cross-Tabulated Results

1L 3L

What Do You Gain by Using Survey Software?

FlexibilityAbility to customize your surveyEasy options for creative analysis

Other BenefitsCost (ranges from $200 - $400 per

year)

What Do You Lose by Using Survey Software?

Nothing!

Points to Keep in Mind

Action is the most important part of any survey

Ask questions that will give you useful feedback

Types of Questions to Ask

Demographics Benchmark Users’ changing needs Questions that promote a service Open-ended comment box(es) Beware of survey fatigue

Examples of Demographics Questions

Please check one (answer required): Day student Evening student

Please check all that apply: 1L 2L 3L 4E Journal staff Clinics &

Externships Institutes

Research Assistant Moot court

Examples of Benchmark Questions

How often do you use the library? Why do you use the library? How often do you seek reference

assistance? Please rate the level of service provided

by the Circulation staff Please rate the level of service provided

by the Reference staff Why do you use the library webpage?

Example of a Question on Users’ Changing Needs

The Law Library is considering introducing a variety of new services. If implemented, how useful would you find these services?  Live online reference assistance A library blog Quarterly library e-newsletter Podcasts of Librarians' research lectures Digitized versions of honors education videos Scheduled research consultation sessions

Example of a Question that Promotes a Service

How often do you use the Online Journal Finder to locate an electronic journal? A few times a week A few times a month A few times a semester A few times a year Never I don't know what the Online Journal Finder is

Example of an Open-ended Comment Box

If you were in charge of the library for just one day, what would be your top priority?

One Final Point

Beware of survey fatigueSurvey should take no more than 10-

15 minutes to completeKeep questions simple

For More Information

For today’s presentations and handout, please visit:

http://www.libraryquality.com

Thank you!

User Surveys

Frances M. BrillantineCatholic University Law Library

AALL, July 2008brillantine@law.edu