Charting Library Charting Library Service QualityService Quality

Sheri DownerAuburn University Libraries

Background of Need for Background of Need for LibQUAL+LibQUAL+

Library had undergone extensive changes in services Librarian and Staff responsibilities had changedUtilization of physical spaces had changed

Major Changes Affecting Major Changes Affecting Public ServicesPublic Services

Four reference desks on different floors were incorporated into one central information commons

Reference desk35 public access computers2 consultation workstationsReference collection

Major Changes Affecting Major Changes Affecting Public ServicesPublic Services

Service desks were added on first and second floorsScience and technology journals were placed on fourth floor

Nearer to related subject areasOther journals housed on second floor near reference desk Overdue fines were eliminated

Questions We Were Questions We Were Concerned AboutConcerned About

Did we need to add service desks on third and fourth floors?

Some faculty felt these changes diminished our ability to serve them well

What other services needed improving?Were the library hours reflective of the times the library needed to be open?

Questions We Were Questions We Were Concerned AboutConcerned About

Where did we need to focus our expenditures?

Journal backfilesMonographic materialsDigital projectsTrainingLibrary hoursPublic services staffing

Assessment Became a Assessment Became a RealityReality

In April, 2003, SACS was scheduled to visit Auburn University

Under new SACS guidelines assessment is a priorityEach campus unit required to develop assessment plansLibQUAL+ was perfect assessment tool Visit date changed to October, 2003Date now changed to February 4-7, 2004

Assessment Became a RealityAssessment Became a Reality

April 8, 2002, sample population invited to take part in LibQUAL+ project

800 faculty members1,200 undergraduates800 graduate students

Had a return rate of nearly 60%

Results of DataResults of Data

Data indicated that many faculty and students perceive strength in the Library’s physical facility and environment.

Results of DataResults of Data

Areas that were rated as exceeding minimum requirements:

1. A contemplative environment2. A place for reflection and creativity3. A comfortable and inviting location4. A haven for quiet and solitude5. Willingness to help users

Results of DataResults of DataAreas rated as a level closest to the minimum acceptable level:

1. Complete run of journals2. Convenient business hours3. Employees who have the knowledge to answer user questions4. Easy-to-use access tools that allow me to find things on my own5. Convenient access to library collections

Library Assessment Library Assessment CommitteeCommittee

Library committee assigned to assess and analyze the LibQUAL+ survey resultsIdentify steps to bring library services and programs closer to faculty and student expectationsWill use several different approaches for assessing weaknesses

Assessment ObjectivesAssessment ObjectivesComplete runs of journals:

Library journal holdings will meet research needs of Auburn facultyA survey of faculty will be administered

Will identify gaps in journal holdingsLibrary will design a program to acquire 100% of high priority titles identified

Assessment ObjectivesAssessment Objectives

Library Business Hours:Library business hours will be expanded according to student and faculty needsA survey of faculty and students will be conducted to identify library hours that best serve user needsLibrary hours will be modified to meet identified needs

Assessment ObjectivesAssessment Objectives

Employees who have the knowledge to answer user questions:

Public service desks will be staffed with personnel who have the knowledge to answer user questionsOr staff will refer the questions to appropriate subject specialists

Assessment ObjectivesAssessment ObjectivesEmployees who have the knowledge to answer user questions:

Focus groups of faculty and students will be conducted

Will identify service points perceived as deficient

A plan to remedy all identified deficiencies will be completed by the end of this review cycle

What Has Been DoneWhat Has Been Done

In spring semester the libraries expanded hours as a pilot project

Need established reason to also extend summer hoursArchitecture library extended hours during fall semester

The positive response has been tremendous!

What Has Been DoneWhat Has Been Done

Faculty were sent an email requesting response to identify gaps in journal runs

We received good feedback and have checked requests against actual holdingsOther information added such as requests for new titles Also wanted online titles added to collections of paper titles

What Has Been DoneWhat Has Been DoneFaculty were sent an email requesting response to identify gaps in journal runs

Faculty identified over seventy titles that affected their researchAll titles were ordered that were availableBegan new subscriptions for those we didn’t ownAdded 30 new subscriptions or backruns for about $17,000.00

What Has Been DoneWhat Has Been DoneProposal requested from Center for Governmental Studies to conduct focus meetings

Studied concern that emerged about public service desks and knowledge of people staffing those desks

Was concern because we had eliminated multiple reference desks or actual lack of knowledge?

Four focus meetings: 2 faculty groups, 1 graduate group, 1 undergraduate group

What Has Been DoneWhat Has Been DoneOctober 15 and 16 four focus groups were conducted

Most participants visited the library at least twice monthly and ½ visit at least weeklyFound there was a consensus that reference librarians are both knowledgeable and helpfulGroups were not very interested in discussing lack of knowledge…it was not a concern

What Has Been DoneWhat Has Been DoneOctober 15 and 16 four focus groups were conducted

There was discussion that the existence of branch libraries caused frustration with access to collectionsUsers admitted they often wanted to first try to find materials without help

What Has Been DoneWhat Has Been Done

Librarians and staff designed roundtable discussions with library users

Situational discussions of their opinions on specific servicesHad personnel available who are experts on the topics being discussed to answer questions

What Has Been DoneWhat Has Been DoneMany of the same questions concerning lack of knowledge of librarians were asked of these roundtable groups

Some participants had specific stories but not a clear picture presented that lack of knowledge was a problemSome participants unaware of differences in reference librarians and the information desk personnel

What Is PlannedWhat Is Planned

The last two areas rated as a level closest to the minimum acceptable level will be assessed:

Easy-to-use access tools that allow me to find things on my ownConvenient access to library collections

Further Assessment Further Assessment ObjectivesObjectives

Easy-to-use access tools that allow me to find things on my own

Library material will be shelved correctly and the online catalog will provide an accurate record for shelved material

The library will design an inventory program to correct misshelving in areas where most misshelving occursAssure that the online catalog accurately reflects library holdings

Further Assessment Further Assessment Objectives Objectives

Easy-to-use access tools that allow me to find things on my own

Reference and instruction faculty will use data from the results of the SAILS to identify standards/skill sets Target these for inclusion in relevant sessions of library instruction

Students will score above the across-institutional average on all SAILS standards or skill sets targeted for improvement by inclusion in library instruction

Further Assessment Further Assessment ObjectivesObjectives

Convenient access to library collectionsIn disciplines where online subscriptions have been substituted for paper subscriptions, faculty will be asked to rate the relative value of online and paper subscriptions

A survey of faculty in relevant departments will be administeredWill evaluate online access and identify deficiencies in the electronic delivery of journals

What Is PlannedWhat Is Planned

Library assessment Committee to evaluate other concerns/suggestions offered at focus groups

Each member will prioritizeWill develop a list of suggestions that the committee recommends for action Will present recommendations to Library Leadership Group for review and action

What Is PlannedWhat Is Planned

After implementation of the Objectives during the next year, a new LibQUAL+ survey will be run

Can then measure the difference in the responses after the changes are madeWill alert us to new concerns that may have developed