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And the survey says
1. And the Survey Says….!
Strengthening Service Through Surveying .
Marianne E. Giltrud, MSLS
August 16, 2010
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. 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. 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. LIBQUAL+ & LIBQUAL LITE
LIB 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. 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. 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.
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. 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.
