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And the survey says

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And the survey says

  1. 1. And the Survey Says….!Strengthening Service Through Surveying . Marianne E. Giltrud, MSLS August 16, 2010
  2. 2. LIBQUAL SURVEYPURPOSE  To determine if librarians meet users expectations  Examines Three Facets  Affect of Service  Access to Information  Library as a Place
  3. 3. Sample Survey QuestionsAffect of Service  Friendly, courteous, staff who offer good service on a regular basis  Instill confidence in users  Dependability in answering user’s questionsAccess of Information  Can access information from home easily  Website easy to navigate
  4. 4. Sample Survey QuestionsLibrary as a Place  Hours, locations, able to use when needed  Comfortable location, well lit.  Group study, quiet study  Gateway to resources, knowledge, teaching and learning.
  5. 5. LIBQUAL+ & LIBQUAL LITELIB QUAL+ LIB QUAL Lite Comprehensive Study  Randomized Control Trial with Questions on 22 with Shorter with Fewer Core items. questions Approximately 15 minutes  Three core questions to complete.  Remaining Questions Everyone answers all random generator. questions.  Date collected on all questions.
  6. 6. Marketing ToolsIdentified the category of users who used the library regularly and marketed services to them.How to reach the Non User –Peter Drucker.Library Facility was hot topic, more questions.
  7. 7. Frugalista SurveyingMany survey tools available free or little cost.  Survey Monkey, Zoomerang, and Google Forms.Google forms used from your Gmail account.  Collects the data in a spreadsheet.  Charts, graphs and radar chart.
  8. 8. Google Forms--Simple and Easy
  9. 9. Data Collection
  10. 10. Data, Data, DataWhat does it mean?What are the gaps?How do we re- conceptualize service to meet that need?Why should we care?
  11. 11. FOR FURTHER READING Kyrillidou, Martha, And Colleen Cook. 2008. "The Evolution of Measurement and Evaluation of Libraries: A Perspective from the Association of Research Libraries." 888-909. 2008. Academic Search Premier, EBSCOhost (accessed August 16, 2010). Kyrillidou, Martha. (2009) Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: the “libqual+® lite” randomized control trial (rct) . Retrieved August 15, 2010 , from https://www.ideals.illinois.edu/bitstream/handle/2142/14570/Kyrillidou_Martha.pdf?sequence=3. Orcutt, D. . (2010). Library data: empowering practice and persuasion. Santa Barbara, CA: Libraries Unlimited. Thompson, B., Cook, C., & Kyrillidou, M. (2005). Concurrent Validity of LibQUAL+ Scores: What Do LibQUAL+ Scores Measure?. The Journal of Academic Librarianship, 31(6), 517-22. Retrieved from Academic Search Premier. Thompson, B., Kyrillidou, M., & Cook, C. (2008). LIBRARY USERS SERVICE DESIRES: A LIBQUAL+ STUDY. Library Quarterly, 78(1), 1-18. Retrieved from Academic Search Premier database.