UVic Libraries 2008 LibQUAL+ Survey

Prepared for the UVic Senate Committee on Libraries

UVic’s LibQUAL+ history• UVic has implemented LibQUAL+ in 2003, 2006,

2007 and 2008. Our next run will be 2010.• Results from past LibQUAL+ surveys have

influenced changes such as:– Addition of the BiblioCafé, and study space in the

new Mearns Centre for Learning, – Earlier opening hours and later closing hours, – Separation of distinct study areas by noise level,– More laptops for loan (new service at Music & Media)– Expansion of Learning Commons workstations

LibQUAL+ 2008Samples, responses and rates

Group Sample Response (n)Response

RateUndergrads 2,000 192 9.6%

Grads 1,000 135 13.5%

Faculty 250 25 10.0%

Response comparisons to past years

User Group

2006 2007 2008

Sample n Rate Sample n Rate Sample n Rate

UG 2,000 293 14.7% 2,000 297 14.9% 2,000 192 9.6%

GR 1,000 205 20.5% 1,000 206 20.6% 1,000 135 13.5%

FAC 1,000 69 6.9% 250 56 22.4% 250 25 10%

Why were response rates lower in 2008?LibQUAL was administered in the fall semester, not in spring, as

was done in the past.

Conclusion? Run LibQUAL+ in the spring for best response rates.

How responses are measured…EXAMPLE 1

3 numbers are calculated:1. The desired mean2. The perceived mean3. The minimum mean

5

7

8

5

4

How responses are measured…

EXAMPLE 2

3 numbers are calculated:1. The desired mean2. The perceived mean3. The minimum mean

7

Core Questions Summary

Comparison of Core Questions Summaries

2007 2008

Undergraduate Core Questions

Core Questions Comparison:Undergraduate

2007 2008

Graduate Core Questions

Core Questions Comparison:Graduate

2007 2008

Faculty Core Questions

Core Questions Comparison:Faculty

2007 2008

Top 10 Overall Topics1. Libraries website2. Service3. Building4. Study space5. Print collection6. Computers7. Hours8. Electronic collection9. Noise10.Printers/copiers

Most evocative topics

1. Libraries website2. Noise and related study

space3. Study space / group study

space unrelated to noise4. Service

Libraries website• Written comments showed concern about the

new website in terms of:1. Basic navigation2. Search defaults3. Selecting databases4. Locating items5. Accessing journal articles

• Data show that the libraries website is falling below users’ minimum level of service

Service• Written comments mixed: 65% positive and

35% negative.• Data show that respondents’ minimum

expectations are exceeded, but desired service levels are not fully met.

• Undergraduates very slightly more satisfied than graduate students.

• Faculty’s desired level of service exceeded for two questions (AS-3 and AS-8).

Building/Study space/Noise/Hours• The Mearns addition = !• Library as place successes: – Grad students: LP-5– Faculty: All Library as Place questions: LP1-5!

• Students want more quiet individual study space.

• Students also want more group study rooms, later fall term closing hours and earlier weekend opening hours.

Electronic and print collections

• Variable user satisfaction with collections (written comments):– Electronic: 43% pleased, 57% displeased– Print: 26% pleased, 64% displeased

• As in past years, print / electronic collections are not meeting users’ minimum levels.

• But consider the results of other analyses:– Faculty satisfaction unrelated to collections

budget.– Issues partially related to searching and access.

Computers / Printers and copiers

• More printers needed? – More enforcement of 5-minute printing stations?

– Lack of awareness of the third printer? (No.)

• Respondents overall very pleased with computer terminal quality.

• Difficulty accessing computers due to heavy use.

• Timeout issues with copiers? (Rectified.)

Where to from here?Our recommendations

Priority-setting: Address areas of greatest concern first.

Accountability: Respondents will be waiting to see what changes are implemented.

Data and comments collected will provide input to the updated Libraries’ Strategic Plan.