1 / 28

LibQUAL 2005 at London South Bank

Explore the challenges and insights gained from the SCONUL survey at London South Bank University, including issues with obtaining email addresses and demographic data, the importance of separating full-time and part-time student responses, and the lessons learned for future surveys.

eowens
Download Presentation

LibQUAL 2005 at London South Bank

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. LibQUAL 2005 at London South Bank

  2. Peter Godwin London South Bank University 2 February 2006

  3. LibQUAL 2005… • SCONUL experience issues • London South Bank & LibQUAL • LSBU experience

  4. SCONUL experience : issues • Obtaining e-mail addresses problematic • Demographic data problems • The smaller the sample the smaller the result • Sampling was hard, and blanket e-mail increased response markedly • Desirability of separating full and part time student responses

  5. SCONUL experience : issues • May need to have results and radar charts for particular sites • UK libraries are used to more summaries and a commentary on results • Difficulty of aligning our subjects with standard ARL disciplines • Some concerns about US bias and exact wording of content and language

  6. SCONUL experience : lessons • LibQUAL is easy to administer and support is good • LibQUAL instrument has more respectability than home-grown surveys • Most places were not too surprised at their results, but detailed questions gave far more data • People adjust their expectations according to the environment • Users don’t care what we wear

  7. SCONUL experience : lessons • Users’ desire for journals, books and learning materials is insatiable • The things we care most about are not necessarily what they care most about • Comparative data in UK available for the first time • At least half participants have said they will use LibQUAL again

  8. SCONUL experience : lessons • The results for SCONUL cohort 2004 were more critical than 2003 due to • Different participants? • Increasing expectations as students have to pay more themselves

  9. London South Bank and LibQUAL London South Bank University • 2003 = 276 • 2004 = 568 • 2005 = 766

  10. London South Bank University • Central London new University • 16,388 staff and students • Founded in 1892 as Borough Polytechnic, • Joined 4 other colleges to become South Bank Polytechnic in 1970 • Became South Bank University in 1992 and London South Bank University in 2003

  11. London South Bank University • 42% male, 52% female • 62% are 25 and over • 47.5% are part-time • 74.5% undergraduate, 22% postgraduate • By country of origin 41% are from overseas • 40% are white and 60% ethnic minorities

  12. London South Bank University • 17% Arts and Human Sciences • 32% Health and Social Care • 21.5% Engineering, Science and Built Environment • 24% Business, Computing and Information Management

  13. LSBU experience • E-mail option problematic but has improved this year • Participation has increased each year. No survey fatigue! • A good incentive is essential • Promotion of the survey around the buildings is productive • Surprising number fill in a printed version

  14. LSBU experience • 2003 was a pilot and detailed results had to be treated with caution • 2004 was valid and showed some improvements in satisfaction • 2005 showed marked improvement, with all positive undergraduate adequacy mean scores

  15. LSBU 2003 experience After 2003 survey we : • redecorated the main library • installed new book shelves • put in a new Library Management System

  16. LSBU 2004 experience After the 2004 survey we • redesigned our Web site • made off-campus access easier • used “floorwalkers” at crucial times of the year to answer queries and help students navigate the building • improved guiding and maps • prioritised shelf tidying using special team of shelvers with mandatory shelf tidying each week for all staff • prioritised purchase of core above optional items on reading lists

  17. Some findings from 2005 • Daily usage of our Library Web site continues to lag behind SCONUL • Adequacy means for LSBU IC-3, IC-4 , IC-4 and IC-8 are consistently above SCONUL • LSBU Library as Place adequacy means are all above SCONUL • Concern over availability of subject help: PGs particularly critical • LSBU student survey question on library satisfaction mirrors improvement shown by LibQUAL

  18. LSBU 2005 experience After 2005 survey we have : • Revised our Web site to make it easier to navigate • Marketed our services to PG students inc. special guide and fliers • Built on success of 2004 with book supply by pushing harder for supply of reading lists from key areas • Building on 2004 experience with staff available on top floor at start of Semester 1 to help students navigate the building • Piloted a new help desk on journal floor at peak times in

  19. LSBU experience • Surveys are dynamic processes and views do change • The instrument is comprehensive but is long and off-putting to fill in • Provides excellent information on user satisfaction but needs to be supplemented by our own snap surveys on particular issues e.g.last year use of our LIS Web Site LIS@ • Comments in the box are very valuable and supplement the statistical information • Focus Groups can follow up areas of concern

  20. “Generally, staff are helpful but some are very hostile indeed” (PG Social Science female student 23-30) “Compared with other University libraries it is a fine place to find information to learn and work” (UG Social Science male student 18-22) Comments

  21. “Better work in here than 2 years back. Keep up the good work” (UG Business Male student 23-30) “It is improving but some staff is still very rood especially gards” (UG ArtsMan/Media/ English female student 23-30) Comments

  22. What did I learn in Chicago? • Libraries both sides of the Atlantic share many of the same problems and can learn from one another • LibQUAL is an instrument which can be used internationally

  23. What have I learned? “Only customers judge quality ; all other judgements are essentially irrelevant” (Zeithaml,V.A. Parasuman, A., Berry.L.L. “Delivering quality”)

More Related