Using LibQUAL+to Develop

Accountabilitywith

Key Stakeholders

Raynna Bowlby

Based upon presentation made w/co-presenter Dan O’Mahony (Brown U. Library) at Library Assessment Conference, September 26, 2006

Using Measures to Demonstrate Accountability…

Collect & Analyze

(Baseline) Data

IdentifyMeasures

InformStakeholders

RefineMeasures

Collect & Analyze Data

InformStakeholders

Make Decisions(e.g. Resource

Allocation)

Measure Effectsof Decisions

1. Has the quality and quantity of faculty scholarship improved?

2. Has the quality of the experience of the undergraduate improved?

3. Has the quality of the Graduate School improved?

4. Have we achieved needed infrastructure improvements to support academic work?

University Strategic Plan

Overall goals to assess:

• Provide appropriate library support for faculty and students in all fields of study, with particular focus on ensuring resources for new fields of study.

• Make libraries more accessible and more responsive to students’ needs for varying types of space for study and collaborative work.

Library’s Strategic Priorities

Enhancing the quality of our facilities, infrastructure & administrative support:

Measuring Library Successtoward University Strategic Plan

Preliminary List of Library Indicators:

Peer standing in external rankings. Measured by the relative position of satisfaction ratings and other measures/indexes of the library in relation to peer institutions (Association of Research Libraries, American Association of Health Sciences Libraries, and other groups): ARL statisticsExpectation: We should see a rise in Brown’s position in the ARL Index. We should see improvements in Brown’s mean satisfaction scores for Library services and quality in comparison with peer institutions.

Satisfaction of Library users. Measured by survey results of faculty and students' satisfaction with the Library's collections, services, and physical facilities: LibQUAL+ data, OIR surveysExpectation: We should see increases in perceived levels of service and satisfaction ratings by all Library user groups.

Student self-assessments. Measured by surveys that ask students to assess the impact the Library has had on their educational experience and on their confidence/skill level in doing library research and finding information resources: OIR surveys, “exit” surveys, LibQUAL+ outcomes dataExpectation: We should see increases in students’ ratings of these areas.

5.0

5.5

6.0

6.5

7.0

7.5

8.0

8.5

9.0

MINIMUM DESIRED PERCEIVED

2002 2005 2002 2005 2002 2005

Affect of Service Information Control Library as Place

Expectations & Perception of Service Levels

Comparison of 2002 and 2005 LibQUAL data

Measuring Library SuccessToward University Strategic Plan

Preliminary List of Library Indicators:

Peer standing in external rankings. Measured by the relative position of satisfaction ratings and other measures/indexes of the library in relation to peer institutions (Association of Research Libraries, American Association of Health Sciences Libraries, and other groups): ARL statisticsExpectation: We should see a rise in Brown’s position in the ARL Index. We should see improvements in Brown’s mean satisfaction scores for Library services and quality in comparison with peer institutions.

Satisfaction of Library users. Measured by survey results of faculty and students' satisfaction with the Library's collections, services, and physical facilities: LibQUAL+ data, OIR surveysExpectation: We should see increases in perceived levels of service and satisfaction ratings by all Library user groups.

Student self-assessments. Measured by surveys that ask students to assess the impact the Library has had on their educational experience and on their confidence/skill level in doing library research and finding information resources: OIR surveys, “exit” surveys, LibQUAL+ outcomes dataExpectation: We should see increases in students’ ratings of these areas.

Library Outcomes by User Groups, 2005

6.746.55

5.75

5.32 5.29

6.66 6.69

5.625.92

4.97

6.946.70

5.57

6.23

4.94

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

9.00

Undergraduates Grad students Faculty

Helps me stay abreast of developments in my field(s) of interest

Aids my advancement in my academic discipline

Enables me to be more efficient in my academic pursuits

Helps me distinguish between trustworthy and untrustworthy information

Provides me with the information skills I need in my work or study

User Self-AssessmentsLibrary Outcomes (2005 LibQUAL data)

Using Measures to Demonstrate Accountability…

Collect & Analyze

(Baseline) Data

IdentifyMeasures

InformStakeholders

RefineMeasures

Collect & Analyze Data

InformStakeholders

Make Decisions(e.g. Resource

Allocation)

Measure Effectsof Decisions

Stakeholder Accountability Matrix

Stakeholder "Stake"Relationship &

Communication with the Library

Interest in Indicators

Provost

Ensure University progress & success; ensure effective

Library management & utilization of resources, &

alignment with University's strategic plan

Direct dialogue via University Librarian; Inform indirectly

through OIR

All key indicators at broad level

University-wide Resource Allocation Committee

Determine allocation/reallocation of

financial resources

Inform directly via annual written budget request and

oral presentation

Interested in indicators at more detailed level,

particularly those related to financial aspects of the

Library and measures related to specific University strategic

plan goals

Office of Institutional

Research

Ensure that indicators measure University's progress

vis-a-vis the strategic plan

Inform directly; work collaboratively to identify,

develop, & refine appropriate measures; OIR assists in

analyses & presentation of indicators

Variety of indicators, especially those at broad level

Trustees Committees

Determine academic priorities & programs, with

recommendations to the full Board of Trustees; direct the President, Provost, & others to enact; monitor progress

Inform indirectly via Provost; receive regular reports from the University administration

containing assessment information on agreed-upon

measures of academic quality

All key indicators at broad level

Advisory Council on the Library

Advise the PresidentInform directly, 2-3 times per

year; opportunity to build understanding

ARL size data, especially expenditures; LibQUAL+ satisfaction, especially

students; space/facilities

Satisfaction with Brown University Library Facilities & Resources(1=very dissatisfied; 4=very satisfied)

3.04 3.073.17

3.323.52

3.60

1.00

2.00

3.00

4.00

2000 2002 2004 2006

Brown Peers

Marine Biological Laboratories Woods Hole

BrainScienceProgram

Joukowsky

Institute for

Archaeology and

the Ancient World

Comparison of Selected LibQUAL+ Scores: Brown Faculty(Perceived performance: 1=low; 9=high)

6.596.75

7.00

6.25

5.98

6.63

5

5.5

6

6.5

7

7.5

8

8.5

9

2002 2005

Satisfaction with library support Complete runs of journals Information Control