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LibQual 2018 Public Presentation

Melanie Sellar
Melanie Sellar

This document summarizes the results of Santa Clara University Library's 2018 LibQual survey. It discusses: 1) An overview of the LibQual survey, which measures patron needs and satisfaction across affect of service, information control, and library as place. 2) A multi-year analysis showing SCU Library has improved scores across most questions and narrowed the gap between desired and perceived service levels over time. 3) A user group analysis finding that faculty value information control and affect of service most and are least satisfied with independent information access. Graduate students also value affect of service but are least satisfied with library space, while undergraduates prioritize library space and independent resource use.

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Telling Our Story: LibQual 2018 Nicole Branch, Associate University Librarian, Learning & Engagement Melanie Sellar, Head of Instruction & Assessment Santa Clara University / March 2019
Order of Discussion 1. About the Survey 2. Analyzing Our Results Process Multi-Year User Groups 3. Summaries & Conclusions
1. About the Survey What is LibQual anyway?
In Brief ARL survey tool First administered in 2000 SCU: 2003, 2006, 2009, 2014, 2018 Measures patron needs & satisfaction in 3 categories: Affect of Service (AS) Information Control (IC) Library as Place (LP)
How It Measures 1 95 Patrons rate a service Q on a 1-9 scale: minimum level of service theyd accept desired level of service theyd like perceived level of service of how were doing
Lets Try It Out IC 6: Easy-to-use access tools that allow me to find things on my own. On a scale of 1-9 what is the: minimum level of service youd accept desired level of service youd like perceived level of service of how were doing
2. Analyzing Our Results Process, Multi-Year, User Group
What Was Our Process? We examined the data: Across years By service category By user group Ongoing!
What Was Our Process?
2a. Multi-Year Summary How do we stack up to the past?
Summary Comparison
Perceived vs. Desired Scored higher on 20 out of 22 questions for perceived quality Narrowed the gap between desired and perceived for 21 out of 22 questions
Perceived Mean- 2018 Perceived Mean- 2014 Perceived Mean- 2009 Employees who instill confidence in users Giving users individual attention Employees who are consistently courteous Readiness to respond to users' questions Employees who have the knowledge to answer user questions Employees who deal with users in a caring fashion Employees who understand the needs of their users Willingness to help users Dependability in handling users' service problems Aspect of Service
Library as Place Perceived Mean- 2018 Perceived Mean- 2014 Perceived Mean- 2009 Library space that inspires study and learning Quiet space for individual activities A comfortable and inviting location A getaway for study, learning, or research Community space for group learning and group
Information Control Perceived Mean- 2018 Perceived Mean- 2014 Perceived Mean- 2009 Making electronic resources accessible from my home or office A library Web site enabling me to locate information on my own The printed library materials I need for my work The electronic information resources I need Modern equipment that lets me easily access needed information Easy-to-use access tools that allow me to find things on my own Making information easily accessible for independent use Print and/or electronic journal collections I require for my work
LibQual 2018 Public Presentation
LibQual 2018 Public Presentation
2b. User Group Analysis What do different user groups say?
User Group Analysis Driving Questions: How do faculty, grad students, and undergrads differ? Are we meeting their different expectations?
Which Services Do Faculty Value the Most? Library as Place Information Control Affect of Service High Low
How Do Faculty Perceive Were Doing? Library as Place Information Control Affect of Service High Low
What Did We Learn? Faculty have high expectations of the library (particularly IC & AS). We do well in meeting a lot of those expectations. Doing well Exceed desired expectations for many Affect of Service and Library as Place (7 Qs) Exceed minimum expectations for other Affect of Service & Library as Place Exceeding minimum for 4 ICs Most happy overall with Affect of Service. Needs attention Do not meet their minimum expectation for IC in 4 areas (mainly related to indept use)
Which Services Do Grad Students Value the Most? Library as Place Information Control Affect of Service High Low
How Do Grads Perceive Were Doing? Library as Place Information Control Affect of Service High Low
What Did We Learn? Graduate students have increasingly high expectations of the library (but not quite as much as faculty). Particularly for certain AS and for LP. Doing well We meet their minimum expectations for all 22 service questions. They are particularly happy with AS and specifically AS 5: knowledgeable employees. Needs attention We do not exceed any desired expectations. In particular, they are least happy with Library as Place (all 5 Qs).
Which Services Do Undergrads Value the Most? Library as Place Information Control Affect of Service High Low
How do Undergrads Perceive Were Doing? Library as Place Information Control Affect of Service High Low
What Did We Learn? Undergrads really care about Library as Place and using resources independently. Less focused on Affect of Service than faculty and grads. Doing well We exceed their minimum expectations in all areas (22 Qs). They are most happy with IC3: having printed materials they need for their work. Needs attention We do not exceed any desired expectations. Least happy with Library as Place, all 5 Qs. Disaggregate by year to get more refined data?
3. Conclusions & 檎艶鍖e界岳庄看稼壊
What Does It All Mean? Overall, SCU is doing very well: Consistent pattern of improvement Affect of Service area particularly high Overall satisfaction consistently improving Overall, SCU users expect a lot: They have high desired means We exceed their minimum 94% of the time We exceed their desired 11% of the time (faculty) We dont meet their minimum 6% of the time (faculty) But users are not the same. Gave us some strong opinions. Were improving over the years, but still room to grow.
4. Thanks & Questions!

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LibQual 2018 Public Presentation

  • 1. Telling Our Story: LibQual 2018 Nicole Branch, Associate University Librarian, Learning & Engagement Melanie Sellar, Head of Instruction & Assessment Santa Clara University / March 2019
  • 2. Order of Discussion 1. About the Survey 2. Analyzing Our Results Process Multi-Year User Groups 3. Summaries & Conclusions
  • 3. 1. About the Survey What is LibQual anyway?
  • 4. In Brief ARL survey tool First administered in 2000 SCU: 2003, 2006, 2009, 2014, 2018 Measures patron needs & satisfaction in 3 categories: Affect of Service (AS) Information Control (IC) Library as Place (LP)
  • 5. How It Measures 1 95 Patrons rate a service Q on a 1-9 scale: minimum level of service theyd accept desired level of service theyd like perceived level of service of how were doing
  • 6. Lets Try It Out IC 6: Easy-to-use access tools that allow me to find things on my own. On a scale of 1-9 what is the: minimum level of service youd accept desired level of service youd like perceived level of service of how were doing
  • 7. 2. Analyzing Our Results Process, Multi-Year, User Group
  • 8. What Was Our Process? We examined the data: Across years By service category By user group Ongoing!
  • 10. 2a. Multi-Year Summary How do we stack up to the past?
  • 12. Perceived vs. Desired Scored higher on 20 out of 22 questions for perceived quality Narrowed the gap between desired and perceived for 21 out of 22 questions
  • 13. Perceived Mean- 2018 Perceived Mean- 2014 Perceived Mean- 2009 Employees who instill confidence in users Giving users individual attention Employees who are consistently courteous Readiness to respond to users' questions Employees who have the knowledge to answer user questions Employees who deal with users in a caring fashion Employees who understand the needs of their users Willingness to help users Dependability in handling users' service problems Aspect of Service
  • 14. Library as Place Perceived Mean- 2018 Perceived Mean- 2014 Perceived Mean- 2009 Library space that inspires study and learning Quiet space for individual activities A comfortable and inviting location A getaway for study, learning, or research Community space for group learning and group
  • 15. Information Control Perceived Mean- 2018 Perceived Mean- 2014 Perceived Mean- 2009 Making electronic resources accessible from my home or office A library Web site enabling me to locate information on my own The printed library materials I need for my work The electronic information resources I need Modern equipment that lets me easily access needed information Easy-to-use access tools that allow me to find things on my own Making information easily accessible for independent use Print and/or electronic journal collections I require for my work
  • 18. 2b. User Group Analysis What do different user groups say?
  • 19. User Group Analysis Driving Questions: How do faculty, grad students, and undergrads differ? Are we meeting their different expectations?
  • 20. Which Services Do Faculty Value the Most? Library as Place Information Control Affect of Service High Low
  • 21. How Do Faculty Perceive Were Doing? Library as Place Information Control Affect of Service High Low
  • 22. What Did We Learn? Faculty have high expectations of the library (particularly IC & AS). We do well in meeting a lot of those expectations. Doing well Exceed desired expectations for many Affect of Service and Library as Place (7 Qs) Exceed minimum expectations for other Affect of Service & Library as Place Exceeding minimum for 4 ICs Most happy overall with Affect of Service. Needs attention Do not meet their minimum expectation for IC in 4 areas (mainly related to indept use)
  • 23. Which Services Do Grad Students Value the Most? Library as Place Information Control Affect of Service High Low
  • 24. How Do Grads Perceive Were Doing? Library as Place Information Control Affect of Service High Low
  • 25. What Did We Learn? Graduate students have increasingly high expectations of the library (but not quite as much as faculty). Particularly for certain AS and for LP. Doing well We meet their minimum expectations for all 22 service questions. They are particularly happy with AS and specifically AS 5: knowledgeable employees. Needs attention We do not exceed any desired expectations. In particular, they are least happy with Library as Place (all 5 Qs).
  • 26. Which Services Do Undergrads Value the Most? Library as Place Information Control Affect of Service High Low
  • 27. How do Undergrads Perceive Were Doing? Library as Place Information Control Affect of Service High Low
  • 28. What Did We Learn? Undergrads really care about Library as Place and using resources independently. Less focused on Affect of Service than faculty and grads. Doing well We exceed their minimum expectations in all areas (22 Qs). They are most happy with IC3: having printed materials they need for their work. Needs attention We do not exceed any desired expectations. Least happy with Library as Place, all 5 Qs. Disaggregate by year to get more refined data?
  • 29. 3. Conclusions & 檎艶鍖e界岳庄看稼壊
  • 30. What Does It All Mean? Overall, SCU is doing very well: Consistent pattern of improvement Affect of Service area particularly high Overall satisfaction consistently improving Overall, SCU users expect a lot: They have high desired means We exceed their minimum 94% of the time We exceed their desired 11% of the time (faculty) We dont meet their minimum 6% of the time (faculty) But users are not the same. Gave us some strong opinions. Were improving over the years, but still room to grow.
  • 31. 4. Thanks & Questions!