User Preferences and Satisfaction Levels in Academic Libraries
Explore the results of the LibQual survey conducted at Concordia University, revealing insights into user expectations, satisfaction, and desired service levels across different user groups. Gain valuable insights into interpreting user feedback and improving library services.
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Presentation Transcript
LibQual2013 Concordia University Montr al, Qu bec
LibQualSurvey Core categories: Affect of Service Information Control Library as Place Other categories: Questions shared among all Canadian university libraries participating in the surveys Information literacy Satisfaction Use of libraries and search gateways Demographics
LibQualSurvey For each question asked from a core category and the CARL questions, respondents are asked to rank on a scale of 1 (low) to 9 (high) their: Minimum service level Desired service level Perceived service performance
Methodology Everyone was invited to participate UCS sent out 43,228emails (excluding undelivered): Students: 39,685 Faculty: 1,414 Staff: 2,129 Response rate: 9.5%
Responses We received 4,103 completed questionnaires 78% Undergraduate students 17% Graduate students 3% Faculty members 2% Staff members
Interpreting the results Minimum service level Number we don t want to go below Desired service level Measure of importance to the user, potential goal Perceived service performance User perception of how we are doing
Reading the Radar Charts Above minimum expectations Below minimum expectations
Core Category RESULTS BY USER GROUPS
Results by User Groups Undergraduate Graduate Faculty
Undergraduates Most desired: Library as Place Lowest score: Library as Place Highest score: Affect of Service
Undergraduates: Top 4 Desired 1. Employees who have knowledge to answer users questions (in the blue) 2. Library space that inspires study and learning (in the red) 3. A comfortable and inviting location (in the red) 4. A library website enabling me to locate information on my own (in the blue)
Graduates Most desired: Information Control Lowest score: Library as Place Highest score: Affect of Service
Graduates: Top 4 Desired 1. Making electronic resources accessible from my home or office (in the red) 2. A library website enabling me to locate information on my own (in the blue) 3. Easy-to-use access tools that allow me to find things on my own (in the blue) 4. Employees who have the knowledge to answer user questions (in the blue)
Faculty Most desired: Information Control Lowest score: Information Control Highest score: Affect of Service
Faculty: Top 4 Desired 1. Print and/or electronic journal collections I require for my work (in the red) 2. A library website enabling me to locate information on my own (in the red) 3. Making electronic resources accessible from my home or office (in the red) 4. Readiness to respond to users questions (in the blue)
Undergraduates Library as Place has overtaken Information Control as most desired dimension
Graduates and Faculty Information Control is most desired For both of these user groups the gap between minimum level and desired level is getting smaller.
LQ Canada, Use of Libraries, Satisfaction, Information Literacy OTHER QUESTIONS
LibQual Canada Questions 1. Ability to navigate library Web pages easily 2. Adequate hours of service 3. Ease and timeliness in getting materials from other libraries 4. Making me aware of library resources and services 5. Teaching me how to access, evaluate, and use information
Concordia responses Undergraduates: Very happy with hours of service Graduates: Most satisfied with Teaching me how to access, evaluate and use information and hours of service Satisfied with ILL Least satisfied with the web pages Faculty: Very happy with Teaching me how to access, evaluate and use information Least satisfied with the web pages
How often do you access library resources through a library Web page? 48% 44% 42% 42% 28% 26% Undergraduate Graduate Faculty 15% 13% 11% 8% 8% 6% 5% 2% 1% Daily Weekly Monthly Quarterly Never
How often do you use resources on library premises? 44% 43% 34% 29% Undergraduate 25% 24% 24% Graduate Faculty 17% 17% 13% 12% 8% 5% 3% 3% Daily Weekly Monthly Quarterly Never
Comments by category Other 3% Information Control 19% Services 21% Affect of Service 12% Library as Place 45%
Nature of Comment 500 450 400 350 300 250 Other 200 Negative 150 Positive 100 50 0
Number of comments by user group Other 2% Faculty 4% Graduate 20% Undergraduate 74%
Comments by Category Undergraduate Other 3% Information Control 14% Services 21% Library as Place 51% Affect of Service 11% Nature of Comments 1200 1000 800 Other 600 Negative 400 Positive 200 0 Information Control Library as Place Affect of Service Services Other
Comments by Category Graduate Other 2% Services 21% Information Control 34% Affect of Service 13% Library as Place 30% Nature of Comments 250 200 150 Other Negative 100 Positive 50 0 Information Control Library as Place Affect of Service Services Other
Comments by Category Faculty Other 3% Services 18% Information Control 48% Affect of Service 20% Library as Place 11% Nature of Comments 60 50 40 Other 30 Negative 20 Positive 10 0 Information Control Library as Place Affect of Service Services Other
