Lib QUAL s contribution to our quality profile Monica

Lib. QUAL’s contribution to our quality profile Monica Hammes, Gerda Beukes & Rayno Geyser University of Pretoria, South Africa Lib. QUAL Exchange, 17 August 2009, Firenze 1

Outline • We take quality seriously - Annual QA programme - High level QA team • The 2009 Lib. QUAL survey Compared to previous surveys Compared to in-house surveys and spontaneous comments • The continuous improvement and MI context • The fit for future context: innovation and strategic positioning 2

[Quality] is defined entirely by the customer or end user and is based upon that person's evaluation of his or her entire customer experience. The customer experience is the aggregate of all the touch points that customers have with the company's products and services, and is by definition a combination of these. http: //en. wikipedia. org/wiki/Quality

QA Programme 2009 • • • Lib. QUAL client survey Lib. Stats implementation Investment in people Performance indicators and benchmarking exercise/tool/report Preparation for peer review Ongoing contribution to evaluation of faculties and departments Regular performance evaluation of staff Management information Track and assess strategic and operational success 4

2009 Survey management • Lib. QUAL team • Corporate activities in 2 langauges: Afrikaans and English Posters, screensavers, email, campus mail, SMS, general prizes • Faculty libraries competing: valuable contact with own users • Daily report to staff • Report/feedback to staff, library committee, senate, library users 5

SMS message to students univ pta pls complete library survey b 4 30 may http: //survey. libqual. org/index. cfm? ID=748821 win laptop Afr by http: //survey. libqual. org/index. cfm? ID=918961 thx! 6

Survey results Improvements on 2005 results • No. respondents & %(8. 35 of total population = 44437) participation higher • PG students more satisfied • Overall score = 6. 76 7. 03 • Perceived Mean higher in all 22 questions • More positive comments (1172) • Fewer negative comments (1405) • Expectations (min and max) overall higher • Overall score better than 4 international universities 7

Postgraduates Radar Chart, 2005&2009 Action taken after 2005 • Document delivery service • Research methodology training for information specialists • More online infolit tutorials • Infolit as part of formal teaching programmes • Devoted space for PGs • Carnegie grant 2005 2009

Postgraduates Gap Analysis 2005 2009

4 Benchmark UP 1 2 3

Red light: Information control • IC-1: Making electronic resources accessible from my home or office (6. 98) • 406 negative comments about the collection and web sites • 384 negative comments about IT infrastructure and bandwidth 11

Red light: Affect of service • AS-1: Library staff who instill confidence in users (6. 70) • AS-2: Giving users individual attention (6. 60) • 175 negative comments about staff issues 12

Red light: Library as place • LP-1: Library space that 1 nspires study and learning (6. 77) • LP-2: Quiet space for individual work (6. 83) • LP-5: Space for group learning and group study (6. 53) • 420 negative comments about noise, temperature, overcrowding etc. 13

Positive comments • This library service is on par with the best in the world: client focused and in the forefront of the latest developments. With relatively limited resources, but thanks to the wonderfully devoted staff exceptional service is the norm. • The best library in the world! Outstanding staff, always enthusiastic and helpful. Thank you very much for your support. • I have only been at Tuks for a few months now and I am continually suprised about the levels of service i receive from the library, the staff and the website which are far superior to the services I received from XYZ in those areas. Thanks! 14

Follow-up • We intend to extract more information from the data -Profile per faculty library -Analysis of comments that do not correlate with survey scores -Analysis of comments about issues not related to the 22 questions • All red lights will be investigated and fed into planning • Feedback to clients 15

Continuous improvement • • Better space utilization (EMS) Extensive e-book collection for EDU Vastly improved client registration process UPe. TD webometrics ranking: 113/400 Security gate at Merensky Library New aircon for Merensky Library 16 posts filled, 10 promotions Career path for professional librarians negotiated 16

Management information : Growth areas 2008 Jan-Jun 2009 Jan-Jun % Growth 1438803 2035715 41% Pages scanned 63285 86748 37% E-Exam pages printed 93873 114024 21% Busiest month (visitors) 277489 323411 17% Busiest day: (visitors) 12669 14158 12% Info literacy attendees 10850 12496 15% Info literacy sessions 210 236 12% 1217591 1354085 11% 525968 541006 3% UPe. TD files downloaded Database searches E-articles downloaded 17

Innovation and strategic positioning Strategic management is a way of approaching opportunities and challenges Michael Porter MAIN ENTRANCE End of season sale 50% reduction Closing down sale – everything must go! ARL: Transformational times www. arl. org/bm~doc/transformational_times. pdf 18

Innovation and strategic positioning • • • African Digital Scholarship and Curation Conference E-research seminar International IR workshop SA Veterinary Journal (1903+) digitized Leading role in game-based learning Fiction Friday 1 st SA Web 2 Workshop Participation in World Digital Library Story writing exhibition at EDU 1 st Carnegie Library Leadership Academy 19

Innovation and strategic positioning (2) • Veterinary Science Library named after Jotello F Soga (1 st South African to qualify as a vet) • World Book Day celebration • Open Access mandate for research papers • Malaria VRE • Legal research training for PG students as part of the Research Methodology Course (ORTLL) • Infolit training for MEd and Ph. D students part of Postgraduate Research Support programme (EDU) • Contribution to research audit and report: 76 articles “discovered” = 44. 25 units 20

Trends and issues for our attention • 4 from the Horizon Report 2009 - Mobiles eating into computer territory - Cloud computing - Semantic web and semantic aware applications - Personal web • Competitive intelligence • New scholarly communication dispensation • Text mining 21