Share Fair ALA Annual Conference Summer 2005

Share Fair ALA Annual Conference Summer 2005 Tuesday, June 28, 2005 9:00-10:00 a.m Chicago Hilton & Towers Williford A Chicago, Illinois Thank you The LibQUAL+™ team is pleased to host this third annual Share Fair, which includes presentations from 12 former and current survey participants Their presentations provide examples of the kind of quantitative and qualitative analysis that it is possible to conduct using your LibQUAL+™ survey results Because the survey includes “22 items and a box,” participants have used a variety of methods to further study their LibQUAL+™ results, which include both quantitative data and the qualitative remarks provided by respondents in the open-ended comments box at the end of the survey form We hope that you will find these presentations helpful, and that you will use the presenters themselves as resources once you leave Orlando and begin to work with your own survey results To help facilitate that connection, this booklet includes abstracts and contact information for each presenting institution We also hope that you will consider participating in a future Share Fair yourself We would like to thank all of the Share Fair participants for volunteering their time and energy to this event (some for the second or third time) Their willingness to present, share, and discuss their LibQUAL+™ survey experience is what makes this event such a success Thank you, and enjoy the Share Fair! Sincerely, Richard Groves Research Assistant Phone: 202-296-2296, x136 E-mail: richard@arl.org Presenters University of Central Flordia Frank R Allen University of Pittsburgh Amy Knapp University of Chicago Andrea Twiss-Brooks University of Texas at Austin Jocelyn Duffy & Damon Jaggars Clemson University Peg Tyler Washburn University Wanda Dole Florida State University Dawn Lowe-Wincentsen University of Washington Steve Hiller Georgia Institute of Technology Brian Mathews & Kathy Tomajko Western Michigan University Bradford Dennis London South Bank University Peter Godwin University of Western Ontario Tom Adam University of Central Florida Participants: 2002, 2003, 2004, 2005 Frank R Allen (407) 823-2564 fallen@mail.ucf.edu Type of Analysis: Qualitative and Quantitative Toward a Formula-Based Model for Academic Library Funding: Statistical Significance and Implications of a Model Based upon Institutional Characteristics This study tests the hypothesis that there exists significant correlation between selected institutional variables (undergraduate enrollment, graduate enrollment, number of teaching faculty, number of PhD fields, number of PhD’s awarded annually, presence of medical and law libraries, private vs public) and academic library funding (dependent variable) Uses 10 years of longitudinal data from Association of Research Libraries (ARL) institutions to create a multiple regression formula Suggests that this formula may be useful as a tool for library funding and assessment of adequacy of library budgets Outcomes A formula-based model may be used as a tool in negotiating library budgets The model reinforces the concept of the library as an academic enterprise (as opposed to an administrative or “cost center”) The model may be used as a point of comparison with other academic libraries The gap between the hypothetical and actual budget can be compared with the gap between hypothetical and actual at other universities A formula-based model may underscore the argument for a predictable library budget which is insulated from year-to-year swings in funding We need to determine if such a model is practical and meaningful and if it is a good thing or a bad thing for libraries Does a formula-based approach insulate the library from institutional political forces, or put it into a financial straightjacket? University of Chicago Participants: 2004 Andrea Twiss-Brooks (773) 702-8777 atbrooks@uchicago.edu Type of Analysis: Qualitative and Quantitative In April 2004 the University of Chicago Library invited a sampling of faculty, students, and staff to participate in a campus-wide survey to review and assess the quality of library services using the LibQUAL+™ survey LibQUAL+™ participation is part of the library’s new five-year strategic plan to better serve the research and educational aims of the university community Over 1,000 people completed the survey (an overall response rate of 13%) and half of those responses included additional comments about the library or the survey itself Locally, the library’s assessment group undertook the analysis of the comments portion of the survey as well as a further examination of findings by user category, discipline, and library branch This analysis relied on the use of SPSS and Atlas.ti software and provided a variety of options for viewing, organizing, and reporting local LibQUAL+™ results Results of this further analysis were incorporated into a number of internal documents to promote further discussion, inspire additional assessment activities, and inform setting of organizational goals Additionally, some immediate actions were taken in response to individual issues identified by LibQUAL+™ findings Clemson University Participants: 2001, 2002, 2003, 2004 Peg Tyler (864) 656-5179 ptyler@clemson.edu Type of Analysis: Qualitative and Quantitative LibQUAL+™ and the Library Summit: A Model for Decision-Making Clemson University Libraries convened their first Library Summit in May of 2000 It was a full-day discussion about library issues with participants from the university community, including administrators and trustees, students, faculty, and librarians (who facilitated group roundtables) A month later, Summit II brought the staff of the Clemson Libraries together to respond to the set of tasks and challenges resulting from the first summit The main themes from these summits were used as the basis for the libraries’ strategic and business plans for 2001-2003 In September 2003, Library Summit III was organized around topics picked from the three LibQUAL+™ areas evaluated as having the largest gaps between desired and perceived levels of satisfaction These discussions about the LibQUAL+™ results with faculty, staff, and students were followed by town meetings within the library to turn the summit comments and ideas into new assessment and planning tools Among the benefits of this “LibQUAL+™ Summit” were depth and context for the survey numbers, fresh solutions and suggestions for service improvements, increased goodwill and buy-in from participating groups, and good structure for assessment Working with the University of Texas at Austin and ARL, Clemson is now offering support for other libraries considering using a summit for their own organizations Florida State University Participants: 2003 Dawn Lowe-Wincentsen (850) 644-0470 dlowewin@mailer.fsu.edu Type of Analysis: Qualitative and Quantitative This session will talk about different ways to make assessment a day-to-day activity Changing the culture and the way assessment is treated is integral to making changes and staying up to date on what people really want How is assessment done already? What information is being gathered? What happens to the information after assessment? Gathering the information is only one side of assessment What happens next? Who you share the information with and in what ways you present it? When the population sees that the information is being used, they are more likely to continue to participate in further efforts Assessment is not a one-time action By making assessment part of the culture and expected by those in the academic and library community we can use this information on a constant basis to grow with the community and to open up avenues that may not have been possible or seen before Georgia Institute of Technology Participants: 2003, 2004 Brian Mathews Kathy Tomajko (404) 894-4598 (404) 894-4527 brian.mathews@library.gatech.edu kathy.tomajko@library.gatech.edu Type of Analysis: Quantitative Benchmarking with LibQUAL+ @ Georgia Tech How does our library measure up against others? What are our particular strengths and weaknesses? These were some of the questions we asked in reviewing our LibQUAL+™ data at Georgia Tech By combining and analyzing the results from 75 other LibQUAL+™ participants, we've created a benchmarking tool that facilitates our understanding of our areas of excellence as well as potential targets for enhancement and improvement This session will describe the benchmarking concepts used, the data-gathering process, and the possibilities these results reveal London South Bank University Participants: 2003, 2004, 2005 Peter Godwin 44-207-815-6621 godwinp@lsbu.ac.uk Type of Analysis: Qualtitative Since the pilot year of 2003, a group of around 20 UK libraries have participated in LibQUAL+™ each year This presentation will consider the UK experience of LibQUAL+™, and its benefits as a benchmarking tool Similarities between US and UK responses demonstrate the international viability of the instrument and the common problems that libraries on both sides of the Atlantic face In particular this will be shown from the perspective of London South Bank University, which has enjoyed using LibQUAL+™ over the three years from 2003 University of Pittsburgh Participants: 2000, 2001, 2002, 2003, 2004, 2005 Amy Knapp (412) 648-7732 aknapp@pitt.edu Type of Analysis: Qualitative and Quantitative The University of Pittsburgh Library System has participated in the LibQUAL+™ project for a number of years, and we have found the results to be instrumental in the development and implementation of our re-design of public services The presentation will focus on how we have used our LibQUAL+™ results to inform our long-range planning process for services and resources University of Texas at Austin Participants: 2001, 2002, 2003, 2004, 2005 Jocelyn Duffy (512) 495-4573 jduffy@austin.utexas.edu Damon Jaggars (512) 495-4321 jaggars@austin.utexas.edu Type of Analysis: Qualitative and Quantitative The University of Texas at Austin Libraries held a very successful Library Summit based on the Clemson model, with participants offering fresh perspectives on library issues The qualitative data gathered at the summit are being used in the libraries strategic planning process and to better allocate scarce funds and staff Major ideas gathered at the summit include creating a library Web site that functions more like Amazon.com ™ with personalization, seamless linking and alert services; a proactive library staff that “roams” the library looking for opportunities to help users; and the need for better marketing of library services to the university community The summit generated increased support and a better understanding of library issues across the university community Maintaining continued goodwill depends upon continued responsiveness, so a list of measurable objectives and a timetable for meeting them will be posted online to allow library constituents to track our progress Working with Clemson University and ARL, the University of Texas at Austin is now offering support for other libraries considering using a summit for their own organizations Washburn University Participants: 2001, 2002, 2003, 2004, 2005 Wanda Dole (785) 231-1179 wanda.dole@washburn.edu Type of Analysis: Qualitative and Quantitative The Washburn University Libraries have been on a self-assessment campaign since the 2000 strategic plan identified assessment and improvement as top priorities The results of five rounds of focus groups (October 2000, March 2002, March 2003, March 2004, and March 2005) and LibQUAL+™ surveys in 2001, 2002, 2003, 2004, and 2005 turned out to be remarkably similar Both students and faculty told us that they wanted an updated building, user-friendly remote access to ATLAS (the libraries’ online catalog and gateway to databases and Internet resources), modern technology, easy access to collections, and a proactive, caring staff The libraries responded by making improvements, following up/adjusting, and assessing again This Share Fair presentation outlines Washburn’s experience with LibQUAL+™ and other assessment tools Examples of planning documents, analyses of survey results, local publicity and publications are given Washburn University Libraries strategic plan: http://www.washburn.edu/mabee/stratplan/stratplan.html University of Washington Participants: 2000, 2001, 2002, 2003 Steve Hiller (206) 543-5071 hiller@u.washington.edu Type of Analysis: Qualitative and Quantitative The University of Washington is one of five institutions that participated every year in the LibQUAL+™ surveys conducted from 2000-2003 This presentation reviews the administration, methodology, and results from the LibQUAL+™ surveys within the context of a long-established assessment program at the University of Washington Libraries that employs a multiple suite of methods, including the use of locally developed large-scale library surveys administered on a triennial cycle since 1992 A more complete description of this program, including survey instruments, results, and analysis can be found at http://www.lib.washington.edu/assessment/ The presentation shows how LibQUAL+™ added value to local assessment efforts by providing a different perspective on customer perception of service quality, the ability to compare results with other local data as well as from peer institutions, and the relatively inexpensive cost of survey administration University of Western Michigan Participants: 2004 Bradford Dennis (269) 387-1581 brad.dennis@wmich.edu Type of Analysis: Qualitative and Quantitative Brad Dennis, Assistant Professor and Education Librarian from Western Michigan University (WMU) will demonstrate qualitative and quantitative analysis possibilities using the data set that you will receive from LibQUAL+™ He will also display materials created by WMU University Libraries to market LibQUAL+™ to students and faculty WMU intentionally obtained a large number of responses (1,700+) in order to analyze their data set using SPSS (Statistical Package for the Social Sciences) and Atlas.ti (content-analysis software to analyze user comments) Brad will have handouts displaying marketing materials and a summary of WMU efforts He will also have his laptop on hand so that attendees can view charts and tables created by the WMU LibQUAL+™ Team using Atlas.ti and SPSS Brad is the MARL (Marketing Academic and Research Libraries) Program Planner and one of the panelists for the ACRL and ALA session: “Is There Life After LibQUAL+™? Learn How Strategic Marketing Can Focus and Energize the LibQUAL+™ Experience.” University of Western Ontario Participants: 2004 Tom Adam (519) 661-2111 ext 81441 tadam@uwo.ca Type of Analysis: Qualitative and Quantitative Western Libraries at the University of Western Ontario in London, Canada, participated in LibQUAL in 2004 Our results were quite encouraging on the whole, however a negative service indicator was revealed in the Information Control parameter, specifically a perception by our faculty and graduate students that we not have the resources necessary to support their research The foundational reason for this was seen to be a lack of awareness regarding Western Libraries collections and services To address this, a task group was struck to investigate and make recommendations to increase the profile of Western Libraries through a dedicated and systematic program of marketing to faculty and graduate students and ultimately to the benefit of the entire Western Libraries’ community For information on future LibQUAL+™ events visit: http://www.libqual.org/Events/index.cfm To register for future LibQUAL+™ Surveys visit: http://www.libqual.org/Register/index.cfm www.libqual.org ... institution We also hope that you will consider participating in a future Share Fair yourself We would like to thank all of the Share Fair participants for volunteering their time and energy to this event...Williford A Chicago, Illinois Thank you The LibQUAL+™ team is pleased to host this third annual Share Fair, which includes presentations from 12 former and current survey participants Their presentations... time) Their willingness to present, share, and discuss their LibQUAL+™ survey experience is what makes this event such a success Thank you, and enjoy the Share Fair! Sincerely, Richard Groves Research