LibQUAL & Quality Assessment in the University of Glasgow Library. Jacqui Dowd Management Information Officer

Transcription

1 LibQUAL & Quality Assessment in the University of Glasgow Library Jacqui Dowd Management Information Officer

2 Outline about the University of Glasgow Library Performance Measurement why? Performance Measurement what/how National/International comparisons

3 Background on the Library The University of Glasgow was founded in 1451 & is the 4 th oldest university in the English speaking world. first explicit mention of the Library is dated November one of the oldest and largest libraries in Europe By 1880 the Library s holdings had increased to around 126, 000 volumes, due in part to large donations by wealthy private collectors, such as William Hunter, John Smith of Crutherland, George Walker-Arnott, William Euing and David Murray

4 The Library today Annual budget 10.7M, 210 staff currently, more than 2.5 million books/journals Access to an extensive range of electronic resources including over 48K electronic journals & 800K e-books c.2600 seats, over 800 computers Open 07:15 02:00, 361 days per year Wi-Fi throughout

5 Performance Measurement why? We are required to be ever more accountable, efficient and effective. Sizer s three E s: Economy in acquisition Efficiency in the use of resources, and Effectiveness in the achievement of objectives (Sizer 1988)

6 Performance Measurement why? Increased customer expectations for quality and responsive services Demonstrate Value for Money (c. 10.7M per annum) Benchmarking to justify value to the University Alignment with University strategic aims which include enhancing the Student Experience Competitive environment for the best students, and staff

7 Traditional library statistics Focused on inputs, collections, acquisitions, expenditures how big, how many and how much No longer describe the library s function or business May not be aligned with the Library/University s aims & plans Most importantly, they do not define or measure service quality

8 The Library needs metrics that: Describe the impact, outcomes and value from the user s perspective Indicate what difference we make Measure progress/achievement Metrics that can be used to: Improve & develop new and existing services Identify changing patterns in use and needs Market and promote services and facilities Ensure decision making is based on evidence and not assumption

9 Why LibQUAL+? We need Performance Assessment Tools that demonstrate that Library Services & Facilities were: Responsive Efficient Progressive Accountable Aligned with the University s strategic priorities We Also needed a facility to benchmark services and facilities that are/were not quantifiable!

10 Why LibQUAL+ Self administered surveys, including Web based surveys, from design to analysis are expensive and do not facilitate benchmarking. By 2003, LibQUAL+ was: A proven and established survey instrument It would deliver statistically credible data, granular enough for local planning and facilitate benchmarking locally, nationally & internationally It promised to deliver at a much lower cost

11 LibQUAL+ The LibQUAL+ survey was developed by ARL (Association of Research Libraries) in partnership with Texas A&M University and is being used by Libraries worldwide. The survey measures service quality including affect of service, information control, and library as place as well as general satisfaction.

12 LibQUAL+ Participation Member of the First SCONUL Consortium in 2003, 2004, 2005, and 2006 Again in Spring 2008, Winter 2008 LibQUAL Lite Pilot And LibQUAL+ Lite 100% in Spring 2009 through to 2013

13 What did LibQUAL+ tell us about the Library Facilities? 2003 & 2004 pre reinstatement of the refurbishment programme The library would be vastly improved if the grey concrete walls had a lick of paint Ug, Male, Faculty of Arts There should be study facilities that allow for comfort, and not just deskand-chair study Ug, Female, Faculty of Law it s a grim place to work crowded and noisy by day: cold and stark at night Staff, Faculty of Arts

14 What did LibQUAL+ tell us about the Library Facilities? 2003 & 2004 continued... The Main at Glasgow building awful and it inspires absolutely nothing Ug, Male, Faculty of Medicine Major downpoint is the atmosphere. Not nice inside, old and smelly, don t like going there to study Ug, Male, Faculty of Arts Could be more welcoming, comfortable environment it s a bit hostile at the moment Ug, Male, Faculty of Engineering

15 What did LibQUAL+ tell us about the Library Facilities? I love the new seats on level 6, please give us more! (and thank you for them!) Ug, Faculty of Arts The new sofa areas on level 7 etc are nice and provide somewhere where reading can be a little more fun Ug, Faculty of Arts The refurbished part of level 6 is fantastic! Ug, Faculty of Law

16 What did LibQUAL+ tell us about the Library Facilities? I am really pleased that there are now comfortable seats on level 9 Ug, Faculty of Arts The new study facilities on 8 th & 9 th floors are fantastic! Pg, Faculty of Arts I think the study areas have been much improved after the refurbishment. I usually study at level 8 which has a much better atmosphere than before Ug, Faculty of Physical Sciences

17 Social Learning Space opens 2009

18 What did LibQUAL+ tell us about the Library Facilities? 2009 I think that the 3 rd floor reconstruction was a stroke of genius because I find it to inspire learning by making the library less formal and more comfortable Ug, Faculty of Law Level 3 fantastic area for discussion and group study Pg, Faculty of Engineering I love the new area provided on level 3 annexe a total transformation Ug, Faculty of Arts

19 years later My friends and I love the red booths on level 3 but there aren't enough of them Ug, School of Business The main library is very cool - I really like the cafe Staff, Faculty of Engineering The design of the library is very contusive to studying and really good that there are group spaces as well as individual spaces, and the cafe area, opening hours also convenient Pg, College of Social & Political Sciences

20 How did we do it? Traditional statistics + KPIs (National & Local) + Qualitative data from Focus Groups & User Surveys including NSS, ISB, PRES, PTES, University s Surveys of First Year Student Experience & Staff Attitude and LibQUAL+

21 Ratings NSS 2012 scored 92%, ranked 1st in Scotland, joint 4 th place in UK peers (Russell Group & RLUK) International Student Barometer Autumn 2012 International/Worldwide Physical & Online Library - 92% satisfaction score, ranked the 4 th most important aspect of the student learning experience. Online Library ranked 1 st in Scotland, 4 th in Russell Group Physical Library ranked 3 rd in Scotland, 6 th in Russell Group LibQUAL+ - International survey on Library Service Quality from 2003 to 2012, Glasgow consistently scored higher than the SCONUL average in all dimensions (Information Control, Library as Place and Affect of Service).

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23 Thank you for listening! Questions? Jacqui Dowd