Columbia University Libraries LibQUAL+ 2009

LibQual+ 2009What our users really think of library services.

Response: Representativeness

Response by status across the University matches the population distribution very closely.

Greatest difference: 8%

This is representative data!

http://www.libqual.org/documents/admin/Representativeness.pdf

Status % of responses

% of population

Undergraduates 40.03% 32.38%

Graduates 53.21% 55.21%

Faculty 6.78% 12.40%

Representativeness 2003|6|9

2003 2006 2009

Undergrad Population 34.85% 34.86% 32.38%

Undergrad Response 35.12% 24.82% 40.03%

Graduate Population 59.62% 59.70% 55.21%

Graduate Response 34.71% 29.43% 53.21%

Faculty Population 5.52% 5.53% 12.40%

Faculty Response 30.16% 45.74% 6.78%

Red = greater than 10% difference between population and response.

Response: Representativeness

Response by disciplineacross the University matches the population distribution nearlyperfectly.

Greatest difference: 5%

This is representative data!

http://www.libqual.org/documents/admin/Representativeness.pdf

Response Rate

18.52%of the total population

What does LibQual measure?

Affect of Service personal touch, customer service

Information Control scope of and access to print and e-collections

Library as Place the physical libraries and study spaces

LibQual+ Scores

MinimumThe lowest service level the user can accept

DesiredThe level of service the user wants

Perceived/RealityWhere the user perceives the library service is today

Reading LibQual+ Charts

Desired

Minimum

Perceived/Reality Zone of Tolerance

Superiority Gap

Adequacy Gap

Overall: faculty, grads, undergrads

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 Responses

Overall: faculty, grads, undergrads

• No red!

• No green.

• Overall, we are meeting our users minimumexpectations for service in all three areas.(Adequacy gaps: 0.02 – 0.79)

Faculty

4

5

6

7

8

9


LQ2009 Faculty Overall Scores

Faculty

Information Control is a major issue for faculty and researchers.

We are not meeting minimum expectations for Information Control and Dependability in handling users service problems.

Graduate Students

4

5

6

7

8

9


LQ2009 Graduate Student Overall Scores

Graduate Students

Library as Place is very important to graduate students.

Needs for Library space that inspires study and learning & Quiet space for individual activitiesare not being met.

Undergraduates

4

5

6

7

8

9


LQ 2009 Undergraduate Overall Scores

Undergraduates

Undergrads are generally satisfied with library services.

We are not meeting expectations with regards to Community space for group learning and group study.

Library Staff

4

5

6

7

8

9


LQ2009 Library Staff Overall Scores

Library Staff

Library staff aren’t satisfied with:• IC-2: A library Web site enabling me to locate information on my own

• LP-2: Quiet space for individual activities

• IC-5: Modern equipment that lets me easily access needed information

• IC-6: Easy-to-use access tools that allow me to find things on my own

• IC-7: Making information easily accessible for independent use

• LP-4: A getaway for study, learning, or research

• IC-3: The printed library materials I need for my work

User PrioritiesHighest desired mean scores

Faculty Graduate Undergraduate

1 Making electronic journals available from my home or office

Making electronic journals available from my home or office

Making electronic journals available from my home or office

2 Print and/or electronic journals I require for my work

Print and/or electronic journals I require for my work

A library website enabling me to locate information on my own

3 A library website enabling me to locate information on my own

The electronic information resources I need

Modern equipment that lets me easily access needed information

WeaknessesFurthest from meeting desired expectations



Library space that inspires study and learning

Community space for group learning and group study

2 Easy-to-use access tools that allow me to find things on my own

Quiet space for individualactivities


3 Library space that inspires study and learning

A comfortable and inviting location

Making electronic resources available from my home or office

WeaknessesNot meeting minimum expectations


1 Print and/or electronic journals I require for my work

Quiet space for individual activities




Quiet space for individualactivities

3 The printed library materials I need for my work


Easy-to-use access tools that allow me to find things on my own

DM ScoresHow close are we to meeting desired expectations?

LQ Question

“DM” Score Priority Ranking

AS-2 47.11% 22

AS-1 39.54% 21

AS-4 38.15% 15

AS-8 36.41% 17

AS-7 33.58% 18

AS-6 32.72% 19

AS-5 30.00% 13

AS-9 26.71% 16

AS-3 24.48% 14

IC-4 22.21% 4

IC-7 21.65% 7

LQQuestion

“DM” Score PriorityRanking

IC-3 20.08% 12

IC-1 18.48% 1

LP-4 17.32% 10

IC-5 14.80% 6

IC-8 14.40% 2

LP-3 13.74% 9

IC-6 11.32% 5

IC-2 9.59% 3

LP-5 3.19% 20

LP-1 1.48% 8

LP-2 0.10% 11

2003|6|9

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Longitudinal Minimum Scores

2003

2006

2009

2003|6|9

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Longitudinal Desired Scores

2003

2006

2009

2003|6|9

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

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

2009

2006

2003

Longitudinal Perceived Scores

“Local” Questions

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Providing help when and where I need it


4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Making me aware of library services


4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Availability of subject specialist assistance


4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Ability to navigate library Web pages easily


4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

9


Access to archives, special collections

Comment Trends

• Circulation• CLIO• Collections• Customer Service• Delivery• E-resources• Film• Food + drink• General• Hours• Instruction• Marketing/Outreach

• “More”• Not-on-shelf• Study Spaces:

– Atmosphere– Types– Seating– Environment– Enforcement– Library access

• “grad vs. undergrad”

• Policies• Technology• Website

Next steps

Summer 2009: Each library will receive a site-specific packet:

• LQ data for your library

• LQ comments for your library

• Summary

• Guidelines for an action-plan

Organizational response:

What do we do now?

More information

CUL Assessment Center: LibQual+ 2009

https://www1.columbia.edu/sec/cu/libraries/staffweb/adm/assessment/results.html

https://www1.columbia.edu/sec/cu/libraries/staffweb/adm/assessment/results.html

Questions?

[email protected]

Education

Columbia University Libraries LibQUAL+ 2009