LibQual 2012 Introduction
- The Report
- User Comments and Responses
Just like 2006 and 2010, we are publishing our results – warts and all – on our website so that you can see how your expectations of your library compare with your colleagues’ and you can hold us accountable for responding to your expectations. To learn more about LibQual the survey, see the footnote to this page.
This is the third time we have conducted the LibQual survey at Rollins, so we are now able to look at trends and the general trend is good. There is one overriding question that gives us a general sense of how you think we are doing, “How would you rate the overall quality of the service provided by the library?” On a nine-point scale we scored 7.34 in 2006, 7.64 in 2010, and 7.92 in 2012. The other good news about the 2012 results is that 659 of you responded (487 undergraduates, 91 graduates, 36 faculty, and 45 staff.) This represents many more than did so in earlier years, so we think we have slightly more reliable results than we have had in previous years.
We will continue to analyze the results and link them to other evidence we have of our support for the work of students, faculty and staff of Rollins, but here are some things that we have learned so far:
- On the three dimensions of library service that LibQual uses – Affect of Service, Information Control, and Library as Place – we have seen balanced improvement between 2010 and 2012. Your expectations have risen (particularly with regard to library as place) and our ability to meet those expectations has also risen (particularly with regard to information control.) You can see details of this in the report.
- When we drill down into the results and look at responses from specific groups, we see a more mixed picture. For instance, graduates place a high premium on “quiet space for individual study” with a desired score of 8.4 and a minimum expectation of 7.67. Unfortunately, we are not quite meeting that minimum, graduates rated us as 7.56. This is something we continue to work on by trying to designate different floors as quiet or not, but clearly we have more work to do. We plan to create more quiet spaces in the years to come. On a more positive note, we are meeting graduates’ expectations for “a comfortable and inviting location” with a both desired and perceived score of exactly 8.06. Also, in 2010 we did not meet their minimum expectations with regard to “dependability in handling users’ service problems” or “a web site enabling me to locate information on my own.” But in 2012, even though their expectation had risen on both counts, we exceeded their minimum expectations by 0.14 and 0.27 respectively.
- As for faculty, in 2010 there were three areas in which we failed to meet their minimum expectations and two in which we exceeded their desired level of service. In 2012 there was only one area in which we failed to meet their minimum expectations (the web site again, but even there we were getting closer) and an astonishing eight (out of 22) in which we exceeded their desired level of service. It is particularly gratifying to see that two areas that were problems for faculty in 2010, “electronic information resources I need” and “print and/or electronic journals collections I require for my work” have both moved into the positive column. All the work in cooperating with other libraries around the state to make joint licensing of such information more affordable seems to be paying off.
- We will respond to each of the comments publicly after removing names and identifying information, but we can see themes in those as well. The recent renovation to the library – the Center for Creativity in January 2012 and the renovation of the main floor in August 2012 -- received very positive comments, there is a continued demand for more group study space, we continue to face sporadic and localized service problems in certain areas that we will be addressing, and interlibrary loan continues to get great reviews.
- Finally, the temporary relocation of the Psychology Department faculty offices to the 1st floor of Olin during the renovation of the Bush building has deprived students of some group study space and you are not shy about telling us that you want the space back. We hear you. It should all be back as group study space before fall 2013.
Just as in 2006 and 2010, you should expect to see us try and find ways to respond to what you have told us. Some things will be quick and relatively easy to do, but others will take much longer and involve more time and money. You can find out more about how we are responding to your comments by looking at the User Comments and Responses page. In the meantime, if you have comments about this short summary of our results, I would love to hear from you. E-mail me at email@example.com.
LibQual is an international web-based survey conducted by the library to determine the expectations of patrons and their level of satisfaction with the services that the library provides.
If you completed the survey, you will know that it is not a simple satisfaction survey. The survey asked you to define (on a nine point scale) your minimum expectation of 22 different questions of service, your desired level of service, and where you see the Olin library performs in relationship to that measure. These questions can be grouped into three “dimensions:” “affect of service” measures the service provided by people in the library, “information control” measures how our collections and systems serve you, and “library as place” measures, well, the library as a place. You can learn a lot more about how the survey works by reading the introductory pages of the report. It is important to note that meeting users' desired expectations of service in all areas is very difficult. Most libraries that have conducted the LibQual+ survey are happy if they have exceeded users’ minimum expectations by reasonable margins.