Transcript LibQUAL & the Library survey

LibQUAL at LSBU
Peter Godwin
19 January 2005
LibQUAL at LSBU
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When did we use it?
How did it work at LSBU?
When did we get the results?
What did we learn from the results?
Sample comments
When did we use it?
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Spring 2003 and spring 2004
It replaced internal surveys
First year was treated as a pilot
Last year was more valid
How did it work at LSBU?
• E-mails sent out to academic staff and all students,
inviting them to take part, with link to the Web
site. Main thrust was on first Monday.
• We customised our particular survey on the
LibQUAL Web site
• They filled it in anonymously, but could put in email address to qualify for prize
• We watched take-up on LibQUAL Web site and
send out reminders accordingly
When did we get the results?
• By mid-June
• This meant we could use them to inform
decisions about this academic year
Hints for success
• Have paper forms available
• Give a good incentive
• Hand out forms in canteens and elsewhere
What did we learn from the
results?
• Greater satisfaction with library as a place, and
very appreciative of our group space
• Opening hours very well received and appreciated
• Satisfaction with access to LISA including from
home
• Reasonable satisfaction with staff service
Sample comments
“As new member of academic staff I was
never invited to an introduction to the
library and the subject specialist…..”
(Academic : accountancy,male, 31-45)
“It is improving but some staff is still very
rood especially gards”
(UG Arts Man/Media/English female student
23-30)
Sample coments
“Need more assistance from library staff and a
course in caring and how to deal with
students will help some of the staff”
(UG Business female student 23-30)
“Generally, staff are helpful but some are very
hostile indeed”
(PG Social Science female student 23-30)
Sample comments
“Compared with other University libraries it is
a fine place to find information to learn and
work”
(UG Social Science male student 18-22)