2006 LibQual+TM Survey Results
The Survey
The Weinberg Memorial Library administered LibQual+™ in Spring, 2006. This assessment provides benchmark data against which libraries can compare its users' responses to norms that reflect assessments at peer institutions. Research articles and discussion sessions at the American Library Association Conferences enable the Library to digest the data to formulate an action plan for improvement.
LibQual+™ includes 22 core and 5 locally designed questions in three dimensions:
1) affect of service questions focus on Library employees. Do they instill confidence in users, give individual attention, consistently behave courteously, show readiness to respond to users, have requisite knowledge, deal with users in a caring fashion, understand users' needs, willingly help and dependably handle users' service problems?
2) library as a place focuses on the building itself. Does it inspire study and learning, provide a quiet pace for individual activities, a comfortable and inviting location, a getaway for study, learning and research, and/or a community space for group learning and group study?
3) information control focuses on print resources, web content, and equipment. Does the Library make electronic resources accessible from home or office, does it enable the user to independently locate information, does it have the print and electronic sources users need, does it have modern equipment and easy-to-use access tools for users to independently find things?
4) local questions, developed by librarians at Jesuit institutions addressed mission-related goals, staff who reflect and promote Jesuit ideals of social justice and respect for all persons, a collection that reflects diverse points-of-view, a program that teaches users how to access, evaluate and use information, 24/7 chat assistance and access to archival materials.
There are also questions on information literacy, general satisfaction, user demographics and an open ended question that gives users the opportunity to provide feedback on any aspect that they chose.
For each question, a user gives three scores: the minimum level he or she would find acceptable, the desired level of service and the perceived service performance. The resulting data is provided to the library as gap, radar and bar chart scores. Gap scores indicate a “zone of tolerance” measure of the degree between the desired and minimum levels of service. Service superiority is reflected by the perceived service minus the desired service. The radar and bar charts display the data in colors that visually highlight how well users perceive the library in the three dimensions.
PDF of Full University of Scranton Report
Respondents
To get our LibQual+™ results, an email inviting participation was sent to a representative sample of 1400 randomly selected faculty, undergraduate and graduate students. Our response rate was 24% (338 responses): 231 undergraduates, 47 graduates and 48 faculty. Of the 338 responses, data is summarized for 326. Responses with more than 11 NA or inconsistent responses are thrown out of the analysis by LibQual+™
| Respondents by major |
||
|---|---|---|
| Majors | Number of Responses |
Percent of Total 338 Responses |
| Nursing/OT/PT | 53 |
16.31% |
| Biology/Chemistry/Environ Science | 51 |
15.69% |
| Education | 34 |
10.46% |
| School of Management | 50 |
15.58% |
Interestingly, in some disciplines, the number of responses exceeded the number in the random sample indicating either blurred lines among disciplines or some other reason for selection. It would seem that perhaps undeclared majors chose a discipline but “undecided” was one of the category that had more responses than were in the randomly selected sample.
Most respondents (209 of 326) were in the 18-22 age bracket. More women than men chose to respond.
Frequency of Library and Internet Use
LibQual+™ provided data on how frequently respondents use the Library and how frequently they surf the web.
Daily |
Weekly |
Monthly |
Quarterly |
Never |
|
| Use the Library on premises | 81 28.85% |
128 39.26% |
76 23.31% |
31 9.51% |
10 3.07% |
| Access Library webpages | 54 16.56% |
155 47.55% |
86 26.38% |
21 6.44% |
10 3.07% |
| Use GoogleTM,YahooTM for information |
230 70.55% |
61 18.71% |
23 7.06% |
2 0.61% |
10 3.07% |
Highlights of Results
PDF of Full University of Scranton Report
Users are satisfied by the way in which they are treated; the librarians’ support for learning, research and/or teaching and the overall quality of service. The Library’s highest ratings were in the affect of services area, especially for instilling confidence and for staff who are knowledgeable, caring, and willing to help. Staff exceeded users’ highest expectations for a staff that reflects and promotes the Jesuit ideals of social justice and respect for all.
The highest score for a question is 9. The higher the score, the more important it is to the user.
| Dimension | Minimum Mean |
Desired Mean |
Perceived Mean |
| Affect of Service | 6.71 |
7.84 |
7.57 |
| Information Control | 6.89 |
8.03 |
7.40 |
| Library as a Place | 6.71 |
7.89 |
7.36 |
Although meeting minimum expectations, lower measures of user satisfaction are indicated for information control, specifically, access to resources from home or office, print and electronic journal holdings, and in library as a place, for the availability of group study space and noise. The higher desired mean, 8.03, for information control indicates that this is more important to users.
For the Jesuit Libraries participating is this administration of LibQual+™, responses for the University of Scranton Weinberg Memorial Library indicate a higher minimum expectation, a higher desired mean and a higher perceived mean than for that of the group as a whole, although individual libraries may have a higher score on individual questions within the three dimensions. The Weinberg Memorial Library, as a place, was rated substantially more favorably than the group rating for Boston College, Canisius College, College of the Holy Cross, Creighton University, Fairfield University, Fordham University, Georgetown University, Gleeson Library, Gonzaga University, John Carroll University, Le Moyne College, Loyola University Chicago, Loyola University New Orleans, Loyola/Notre Dame Library, Marquette University, Regis University, Saint Louis University, Santa Clara University, Seattle University, University of Detroit Mercy, and Xavier University libraries.
| Association of Jesuit Colleges and University Scores: PDF of Full AJCU Report | |||
| Dimension | Minimum Mean |
Desired Mean |
Perceived Mean |
| Affect of Service | 6.49 |
7.86 |
7.21 |
| Information Control | 6.81 |
8.18 |
7.16 |
| Library as a Place | 6.45 |
7.90 |
6.93 |
The Weinberg Library exceeded users’ expectations for a staff that promotes Jesuit ideas of social justice and respect for all persons and was within user expectations (the zone of tolerance) for the diversity of the collection, teaching access, evaluation and information skills, the Ask-a-Librarian chat and archives.
Results by discipline
Demographic information enables the library to take a look at how well it meets users’ needs by their academic discipline. There were wide variations in scoring among majors on need for group study rooms, quiet space, electronic resources, and monographic collection.
PDF of the University of Scranton Report by Disciplines
Norms
Normative data for all institutions that administered LibQual+™ is not yet available. This final piece of data is an important part for interpreting how well the Library is meeting expectations. For example, many libraries report responses indicating dissatisfaction with access to electronic journals. The norms will establish if Weinberg Library’s users are better satisfied than users of most libraries. As soon as the data is available, it will be posted to this page.
Respondent comments
In general, comments were extremely positive and complimentary.
PDF of all Respondent Comments
“The library offers great services for accessing information and acquiring texts which are not available on campus.” - Nursing/OT/PT, undergraduate
“I’m very impressed by library services--always beyond what I expect. And the people are fantastic, always so patient with requests. The interlibrary loan service has been of enormous help in my research.”- English/Foreign Languages, undergraduate
“The library was one of the very first things that caught my attention at this school. It is a great facility and is something I tell others when they look at this school.”- School of Management, undergraduate
“The Library has met or exceeded all my expectation. There is a diverse amount of information contained there, with both academic and personal interests represented.” – School of Management, undergraduate
“The Library is a comfortable place, I like it... I like the certain amount of free prints!”- Communications/Journalism, undergraduate
“I have never actually visited the library in person. All of my access has been electronic. Therefore, I have no information or opinion about the atmosphere or physical comforts of the library. I have had no difficulties with remote access to library resources .” - Counseling/HS/HAHR, undergraduate
“The UofS library is an awesome place to get work done! It has a great set of employees that help all the students!” - Counseling/HS/HAHR
“The library has great information which is usually easy to find and there is always help available.”- Biology/Chemistry/Environmental Science, undergraduate
“They are just satisfactory.” - School of Management, undergraduate
“Too obsessed with technology, otherwise great service.” - Philosophy/Theology/Religious Studies, graduate
“During finals the library gets too hot and packed.”- Biology/Chemistry/Environmental Science, faculty
Those who entered open ended comments addressed nine areas.
1. Access - there were 4 responses in this category summed up nicely by this comment:
“Oh, and when you are attempting to access the online databases off campus, it can sometimes be a pain.”- Counseling/HS/HAHR-undergraduate student
There can be more fulltext articles to be read via the library web page.”- Education, graduate student
“I am very satisfied-I just wish there were more journal selections.”- Biology/Chemistry/Environmental Science, undergraduate
“I think you do an outstanding job. My only quibble us the lack of journals and $$ available to purchase books.”- Biology/Chemistry/Environmental Science-faculty
Some individuals mentioned holdings in specific areas of nursing, psychology, neuroscience, linguistics and second language acquisitions, history and political science, theology and Occupational Therapy journals. For example:
“More history and political science related books are a must. PALCI is great, but I have to often resort to it when the library lacks books in my field that are often necessary for my studies.” -History/Political Science, undergraduate
“The Library should have at least 1 required textbook for each class.” –Counseling/HA/HAHR-graduate student
“I think it would be a good idea to have a snack bar or something in the library-to promote health snacking instead (of) vending machine junk food.” - Biology/Chemistry/Environmental Science, undergraduate
“The Environment is comfortable. Sometimes there is not enough group study rooms .” -Education, Graduate student
“I wish that there were more community group study rooms available in the library for group studying. I enjoy the fourth floor quiet study room and go there for a place to study away from noise very often.” - Biology/Chemistry/Environmental Science, undergraduate
“I have no problems with the library, other than that sometimes it seems that it closes too early. Extended hours, especially during midterms and finals, would be nice.”-Counseling/HA/HAHR- undergraduate
“I think they should have tables open late at night because I hate the Pro Deo Room. I can’t do work in the cubbies.” – School of Management-undergraduate
“I feel that the library hours should be changed. The library closes too early during the week and should definitely be open 24 hours during finals. I feel that the Library should close at 2 during the week because this would better provide students who are studying on the 2-5 floors enough room to do so. The Pro Deo Room is not sufficient in providing adequate study space. I suggest that public safety patrol the library when the librarians leave for the night.” - Communication/Journalism, undergraduate.
6. Information Literacy - 8 responses
We grouped comments about use of resources, navigation of pages and locating information under information literacy. Some comments reflect on the arrangement of web based resources. These issues are discussed under Access.
“It is very hard to find full text journal articles or periodicals using the electronic sources of the Weinberg Memorial Library.” - Biology/Chemistry/environmental Science, undergraduate
“The orientation to the library and resources is very helpful and presented in a user friendly fashion.”- Nursing/OT/PT, faculty
“Some of the databases I have tried to use (e.g. Proquest and LexisNexis) are confusing-as much to the librarians as to me. This has considerably slowed my efforts to conduct academic research. I think those web sites are poorly constructed.” - Philosophy/Theology/Religious Studies, graduate
“The library seems to be moving in the right direction. Every time I use the system it gets easier and easier.” -Counseling/HS/HAHR, undergraduate
“The library should make it easier for students to find materials related to their majors through better advertisement and placement of online journals.” - Nursing/OT/PT, graduate
Actions Taken
7. Noise - 9 comments
Several comments on noise were lengthy indicating a substantial level of frustration.
“I am frequently annoyed by the level of noise (and rudeness) in the library. Last week a student was dozing on a couch with his IPod blasting while students were trying to study. Other times its students just using the library to visit and other times its cell phone conversations, although I have to admit that this year I’ve notices less of that. I dread having to go to the library and resent so many materials being “library use only” when I would have a quieter and more comfortable place to use them elsewhere.” - English/Foreign Languages, undergraduate
“Groups studying outside the Group Study Room should be instructed to stay as quiet as possible. Unfortunately they don’t-especially on the second floor.” - School of Management, undergraduate
“Please do something about people on their cell phones. It is annoying those who are studying.” Biology/Chemistry/Environmental Science.
“Somehow try to enforce no talking on upper floors. People talk like they’re at the mall up there.”- School of Management , undergraduate
“The second floor printers are out of order too often. There are several computers (the white ones) which are too slow to bother using and should be replaced”- English/Foreign Languages, undergraduate.
“There needs to be more printers available to students. Otherwise, everyone is friendly and always willing to help.”- History/Political Science, undergraduate.
“I’ve never once had a problem with any aspect of the library. We should be able to print more pages! (for free from our RoyalCard”)- School of Management , undergraduate
“I would be lost without the library and the people here who help us.” -Biology/Chemistry /Environmental Science, undergraduate
“If I ever have a question that needs answering, I’m always given the help I need whether its students or adults; the library staff is incredibly helpful and always willing.” - English/Foreign Languages, faculty
“I often use the library. People working there are very polite and nice so the library is one of my favorite places to go. I hope the library will be like this from now on. Thanks!”- School of Management , undergraduate
One comment indicated a wish for more staff walking around the building. Three comments addressed issues with assistance with circulation of books
Actions Taken in Response
Access- Streamlining and Interconnecting
Some problems users encounter with accessing Library resources are due to the lack of clarity in the layout of the pages. Prof. Bonnie Oldham conducted focus groups and cognitive walk throughs to pinpoint problems with existing pages. Library faculty and the Library Systems department developed a new layout based on LibQual+™ and focus group feedback. The Library expects to launch the new page in Spring 2007. The frequent use of search engine non-library sources indicate the need for library pages and database searching that are easy to navigate, that require no or little additional input beyond the search statement to access information and that provide information in a standard format. Conversely, the Library’s information literacy program plays in important role in distinguishing among levels of scholarship in Internet based resources and instructing users on idiosyncrasies among databases.
Streamlining
To paraphrase President Clinton, we feel your pain and taken several steps to alleviate it. 1.) The Library has purchased software from Innovative Interfaces Inc. (III) that will synchronize the Library’s system with Banner. When a student changes his/her PIN, it will change in the III systems as well—no more separate Library PIN. The Library’s online public catalog is an III product.
2) Software from Innovative will enable a “single-sign-on.” When a remote user logs into My.Scranton, for example, it will not be necessary to log in a second time for the Library.
Interconnecting
1.) The Library is working with Innovative as a development partner to improve WebBridge, software that links resources based on the content of one record to information in other databases with that content.
2.) The Library is also partnering with Innovative to develop Research Pro, a new product that replaces MetaFind. Research Pro allows the user to simultaneously search across several resources. As a part of this development process, we need user feedback to help define the way these products will function. Please email <strohlb1@scranton.edu> with your comments, problems and opinions as you use these resources.
Collections
Responses among all libraries that administered LibQual+™ indicate that no Library has all the books, journals and fulltext materials users desire. Norms for LibQual+™ will be added to this discussion of LibQual+™ when they are available. The amount that any library can purchase is a factor of budget. Even the largest libraries are unable to satisfy, in house, every user’s need. To address this information need, we need to recognize that Library collections have three avenues to access information: items that are physically present, resources available electronically and resources shared among libraries through reciprocal borrowing and interlibrary loan. The Weinberg Library collection book collection has been steadily increasing. We have 125 databases, most with fulltext content. Conversion of print journals to electronic format brings our fulltext journal holding to approximately 16,000 titles. Reciprocal borrowing though the Northeastern Pennsylvania Library Network enables students and faculty to borrow directly from area colleges and universities. Faculty have direct borrowing privileges in Jesuit colleges and universities through Passport. PALCI E-Z Borrow puts the collections of 68 academic libraries at our users’ fingertips with delivery of requested books taking only 4 days.
For items that users cannot borrow directly, there is interlibrary loan service. There is no charge to faculty for interlibrary loan articles or books. There is no charge to students for books and a $1.50 charge for articles for students, regardless of the amount the Library spends to acquire the article. In Fall, 2005, the Library began delivering interlibrary loan documents to users’ desktops. The University of Scranton is a net lender; others borrow more heavily from us than we do from other libraries. In 2005/2006 we loaned 6,860 itmes and borrowed 5,529.
In some cases where specific subject collections were mentioned, the Library actually has strong holdings indicating that techniques for searching are not clear to users. This is being addressed in a redesign of the Library’s webpages and enhanced searching across disciplines.
The Library’s collection development policy excludes acquisition of required texts. Each department selects the books in its discipline. Most use these funds to supplement rather than to supplant required reading. Texts are revised so that a textbook collection would be outdated almost annually. The Library does not have space for a reserve room for required texts. Therefore, only one person would have the book if the Library were to purchase it. Since students often write in texts, this collection would sustain damage if it were purchased. Acquiring a single copy of required texts would not satisfy multiple users, would preclude developing a collection in support of research and would necessitate annual weeding of outdated materials from the collection.
Food
The Java City coffee bar opened in 2001 and began serving fruit, yogurt, salads, fruit/yogurt smoothies, and cheese in 2003. Its hours of operation are posted. There is a vending machine for water and juice. The Library has a liberal food and drink policy. There are no restrictions on bringing food into the building or on eating it in any location in the building. Food services operate independently of the Library operation but have been very receptive to providing students with the type of food and services they want.
Group Study
Comments on group study space often also alluded to noise reduction. In summer 2006, the Library remodeled the first, second and third floors to both accommodate a change in the location of the loading dock necessitated by the construction of a new campus center and in response to LibQual+™ comments. Technical services were combined and moved to the first floor. The Media Resources Center was combined with the EDLAB Collection to create a Media & EDLAB Resource Center on the 3rd floor. The former location of the Serials Office was converted to two group study rooms, the first time group study rooms have existed in the second floor Reference area. In 2004, a high tech collaborative learning group study space was created in a portion of the Systems office. There has been a total net gain of three group study rooms in the building. As the Library plans for an expansion, space for collaborative learning is at the forefront.
Hours
In response to a Student Senate resolution, the Library undertook a pilot project to be open for 24 hours during finals in May, 2006. To make staffing the Library worthwhile, the number of persons in the building needed to exceed 50, the number who could use the 24 hour Pro Deo Room. For the three days of the project, the census was above 50 until 3:00 a.m. Public Safety did not make rounds of the building. For safety and security, the library must have a minimum of two staff members present any time the building is open. Entry data gathered by swiping RoyalCards to gain entrance indicate that more people arrived between 7 and 8 am. After meeting with the Student Senate in September, 2006, the Library proposes closing at 2:00 am and opening at 7:00 am during finals. In addition, because of the interest in an earlier opening for finals preparation, the Library proposes also opening at 7:00 during Dead Week, the week preceding finals.
Information Literacy
Comments in this category rightly identified some physical realities: no library can own the resources its users might want; some databases are poorly constructed and are difficult to use; our remote login process needs to be streamlined. Although the Library does have web pages and a drop down box for locating information by discipline, these were not sufficiently prominent for users to find without instruction. The redesign of the Library’s web pages will make this more intuitive.
Noise
Comments indicate that students would like upper floors to be zoned as quiet. The Library instituted a cell phone policy in 2005 that requests that users show consideration for other by putting their ringers on silent mode and taking calls in stairwells. Most students have complied with this policy. Interestingly, comments indicate that respondents would like more group study space not for themselves but for those working in groups so that open tables are left for quiet study. Users would like library staff to enforce quiet. One comment indicated that although Reference librarians do have to talk to users, they too should be quieter. Many of the materials used by School of Management students are high demand items that are kept at the Reference desk. Comments about not being able to borrow them and therefore needing more quiet are justified. The Library’s main staircase is a conduit for noise. Signs asking users to move conversations from the base of the stairs would be helpful. Signs will also be posted asking those in the library to respect the quiet study needs of others.
Printers
Computers are on a cycle of replacement so the ones mentioned in the comment have been replaced. Problems with the printers are a three fold: 1) Jams in the printer have been addressed by replacing the offending machines. 2) Sometimes the process that read RoyalCards to release print jobs stalls. Library staff have been given access to restart this process. 3) The UniPrint workstation is slow. This machine is being replaced in 2006.
Each student has $14.00 in free printing. When the UniPrint printout manager was installed, the price for photocopying was reduced form 10 to 7 cents per page. The cost savings on photocopying offsets any costs students incur for printing when they exceed the number of free copies. At the end of the semester, the Library will get a report on how many students do/do not use all their free prints. Students may email materials to themselves or save materials to floppy or USB drives.
Staff
Library staff were highly complimented by the many positive comments and the high rating they received.
Thank you,
Specific suggestions were reviewed with appropriate staff. The Library is also developing signage to remind users to be considerate of others, specifically regarding noise.
Thank you and Incentive Prize Winners
The Library appreciates the time students and faculty took to respond to the survey. Thanks to your ratings, comments and suggestions, the Library has a clear focus for actions to improve service. As an incentive for participation, the Library offered prizes. Responses to LibQual+™ were confidential. The Library does not know who responded to the survey. LibQual+™ had email addresses for sending the survey. The winners were pulled from these email addresses.
The first prize, an IPod, went to Jennifer Wilcox, an undergraduate student
Second prize, a USB drive, went to Ashley Baumbach, an undergraduate student
Third prize, a USB drive went to Kara Kernich, a graduate student.
Although LibQual+™ has concluded, your feedback is always welcome. Please email strohlb1@scranton.edu so we can continue assessing users’ needs to improve our services.
Thank you!