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A Total Market Survey

Interpreting Results. A Total Market Survey. Colleen Cook Bruce Thompson January 26-27, 2003 ALA Midwinter Meeting Philadelphia. Two Interpretation Frameworks. Zone of Tolerance Score Norms. Zone of Tolerance. The area between minimally acceptable and desired service quality ratings

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A Total Market Survey

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  1. Interpreting Results A Total Market Survey Colleen Cook Bruce Thompson January 26-27, 2003 ALA Midwinter Meeting Philadelphia

  2. Two Interpretation Frameworks • Zone of Tolerance • Score Norms

  3. Zone of Tolerance • The area between minimally acceptable and desired service quality ratings • Perception ratings ideally fall within the Zone of Tolerance

  4. TAMUAccess to Information Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

  5. TAMUAffect of Service Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

  6. TAMULibrary as Place Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

  7. TAMUPersonal Control Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

  8. TAMUUndergraduate Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 24

  9. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) TAMU UndergraduateDimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 26

  10. TAMUGraduate Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 32

  11. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) TAMU GraduateDimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 34

  12. Faculty Item Summary Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 2, p. 40

  13. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) Faculty Dimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 42

  14. Library Staff Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 48

  15. Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”) Library StaffDimension Summary Average Rating Note: LibQUAL+ Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 50

  16.          LibQUAL+Assessment Survey Zone of Tolerance (All) Zone of Tolerance Texas A&M University

  17. Score Norms • Norm Conversion Tables facilitate the interpretation of observed scores using norms created for a large and representative sample. • LibQUAL+ norms have been created at both the individual and institutional level

  18. Institutional Norms for Perceived Means on 25 Core Questions Note: Thompson, B. LibQUAL+ Spring 2002 Selected Norms, (2002).

  19. TAMU Solutions • Tiered Information Services • Information Specialists • Virtual Reference • Vast electronic resource base • Deliver Edocs • EdNET • Completely rebuilt content management system

  20. The Challenge of Analysis • Securing information that contributes meaningfully to planning and improvement efforts at a local level • Providing analytical frameworks that institutional staff can apply without extensive training or assistance • Helping decision-makers understand success of investments • Finding useful inter-institutional comparisons

  21. Summary • LibQUAL+methodology focuses on success from the users point of view (outcomes) • LibQUAL+demonstrates web based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense • LibQUAL+requires limited local survey expertise and resources • Analysis available at local and inter-institutional levels

  22. LibQUAL+ Related Documents • LibQUAL+Web Site http://www.arl.org/libqual/ • LibQUAL+Bibliography • http://www.coe.tamu.edu/~bthompson/servqbib • Survey Participants Procedures Manual • http://www.arl.org/libqual/procedure/lqmanual2.pdf

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