Research Guides: Assessment (Internal Use Only): LibQUAL+

LibQUAL+

Start/End Dates	Fall 2023 (Oct 20, 2023) - SPG 2024
Title	2024 LibQUAL+ Library Customer Satisfaction Survey
Purposes (reasons/motivation)	Requested by EMT
Goals (results/directions)	To identify users’ needs in terms of resources, services, & spaces depending on their age, full or part-time student, discipline (e.g., nursing) and position (e.g., tenured faculty) To identify ways to enhance or improve Rod Library's resources/services/spaces To identify ways to advocate for Rod Library's needs (and to ask for more resources) To measure the success of the 2024 Rod Library's strategic goals by comparing 2024 data with 2028 data
Objectives (actions/steps)	I. Planning (Oct. 20 - Dec 15, 2023) Establish a point of contact with LibQual (HyunSeung) Propose a level and scope of services from LibQual: https://www.libqual.org/about/fee_schedule Identify a time in Spring 2024 for survey deployment Work with Institutional Effectiveness and Planning to review potential conflict Develop and propose to DAG additional questions to add to the survey, while collecting suggestions from DAG Submit IRB Application Submit by Dec. 8 (one week before the fall semester ends) to get IRB's approval by the end of the fall semester and start PR/Marketing activities early enough to distribute the survey from mid-Feb to early March Add details about how to spend the $1000 allocated for incentives (based on the fact that we decided to go with the LibQUAL standard base fee without additional services) Create a timeline for action items Work with Melinda Beland to discuss PR support for the survey Direct and indirect marketing Communication via campus networks Incentives for participation Get IRB's approval Share IRB's approval information with the Office of IE&P Get a listserv of email addresses (current students, faculty, & staff with18 years and older) from the Office of IE&P II. Implementation (SPG24 & SUM24) Get the URL of the survey Add the URL to the online consent form & the survey FAQ page & PR/Marketing materials Start marketing/PR activities by distributing the recruitment messages from mid-February (after the 16th) to early March (before Spring break) Close the survey Distribute gift cards Share ARL's final summary report publicly Analyze open-ended comments
Methods	LibQUAL+ survey administrated by the Association of Research Libraries
Results	Presentation slides, including all library staff meeting dated January 31
Findings	III. Reporting (SUM24) The ARL final report (a webinar: LibQUAL+ Survey Results and Practical Applications) Generally, a radar graph shaded blue and yellow indicates that users’ perceptions of service fall within the “zone of tolerance”; the distance between minimum expectations and perceptions of service quality is shaded in blue, and the distance between their desired and perceived levels of service quality is shown in yellow. When users’ perceptions fall outside the “zone of tolerance,” the graph will include areas of red and green shading. If the distance between users’ minimum expectations and perceptions of service delivery is represented in red, that indicates a negative service adequacy gap score. If the distance between the desired level of service and perceptions of service delivery is represented in green, that indicates a positive service superiority gap score. The final report (presentation slides with speaker notes) for all library staff IV. Presenting with a Q&A session (FALL24) The presentation slides
Staff	I. Planning (FALL23): HyunSeung Koh (lead), Susan Basye, Pam Kelly, & Linda McLaury II. Implementation (SPG24): Linda McLaury, Melinda Beland, & HyunSeung Koh III. Reporting (SPG24): HyunSeung Koh
Additional Information	A project folder Meeting agendas & minutes Pros and cons of LibQUAL+ (based on feedback from previous project members for 2007 & 2013) LibQUAL 2007 & LibQUAL 2013 A project FAQ page https://guides.lib.uni.edu/libqual2024faq Online consent form https://guides.lib.uni.edu/libqual2024
References	ARL blog news about 2024 LibQUAL (including its registration due) LibQUAL+ LibQUAL+ Procedural Timeline LibQUAL+ Procedures Manual (PDF) LibQUAL+ Survey Administration Webinars (Feb 7, 2018, most updated as of 10/24/2023) LibQUAL+ Practical Applications and Results (Feb 14, 2019, most updated as of 10/24/2023) LibQUAL+ Incentive Prizes Ideas
Benefits (e.g., Strategic Goals)
Required Resources
Anticipated Duration
Possible Deadline
Next Steps	Get support from the Office of IE&P for further analyses if necessary Subscribe to LibQUAL with a one-year membership if we want to compare our data to other libraries'