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LibQual+ TM at Glasgow University Library

A research-led university library participating in the LibQual+TM survey to assess user satisfaction and improve services.

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LibQual+ TM at Glasgow University Library

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  1. LibQual+TM at Glasgow University Library Jacqui Dowd, Management Information Officer Glasgow University Library

  2. University of Glasgow • research led, founded in 1451, has c.20K students studying in 10 Faculties, c.6K staff • Member of the Russell Group of major UK research-led universities • Founder member of Universitas 21 Glasgow University Library

  3. Survey Participation Participation in LibQUAL+TM 2005 will be Glasgow’s 3rd iteration of the survey as part of the SCONUL Consortium Previous iterations: • 2004 • 2003 Glasgow University Library

  4. Preparatory Work • Clearance from the Ethics Committee • Check the Calendar & decide when to run the survey • Demographics • Select Sample • Complete the necessary sections LibQUAL+TM web site • Prepare e-mail texts • Promote the survey • E-mail the notification Glasgow University Library

  5. Running the Survey • Send the invitation e-mail • Respond to any incoming mail • Watch progress on the web • Send reminder e-mails • Close the survey Wait for the results Glasgow University Library

  6. Analysing the Results • Internal: • By user group • By Faculty/Discipline • External benchmarking • SCONUL Consortium • Similar UK institutions • Similar Overseas institutions • Comments Glasgow University Library

  7. Comments The qualitative information from the comment box is as informative & important as the quantitative data. For example, a 17 page University review report – Appendix 1 consists of a detailed comment from a student obtained via the LibQUAL+TM survey in 2004 Comments received: • 2004: 920 users (42%) • 25% Positive • 2003: 213 (43%) • 24% Positive Glasgow University Library

  8. Disseminating the Results • Reports • To Library Strategy Group • Library Forums (Education, Marketing, Research & Service Enhancement) • Library Committee (also acts as User Committee) • Publish on the Web (http://www.lib.gla.ac.uk/libqual/) • Academic Faculties & Supporting departments (Computing, Central Services & Estates & Buildings) • Annual Report Glasgow University Library

  9. Utilising the Data • Strategic Service Developments • Budget Discussions • Marketing Position Glasgow University Library

  10. Strategic Service Development • Data to support service development • Ability to identify where not matching expectations • Check whether change has met need Glasgow University Library

  11. Budget Discussions • Data to support case for increased materials funding • Data to support case for change in emphasis (towards e-provision) • Library refurbishment Glasgow University Library

  12. Marketing Position • Status of library within university • Importance of national and international benchmarking Glasgow University Library

  13. What We’ve Done • New Web Services Administrator • Sunday morning opening • Increased late opening hours • Library refurbishment • Levels 6 & 7 completed summer 2004 • Levels 8 & 9 scheduled summer 2005 • VPN discussions • 200 PCs replaced, 210 new added… Glasgow University Library

  14. And • New signage • New furniture • Zoning • more… late opening hours • Failed (so far) to get extra funding for Elsevier backfiles Glasgow University Library

  15. Summer Results Meeting If you let your Director attend this meeting - prepare to do it all again. Jacqui Dowd J.Dowd@lib.gla.ac.uk Glasgow University Library

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