
ea18b247565f3cf32e3c09a367286c53.ppt
- Количество слайдов: 37
Library Quality Assessment NCES Summer Data Conference July 25, 2002 Martha Kyrillidou, Julia Blixrud, Consuella Askew Waller Project web site www. arl. org/libqual/
Opportunities and Pressures • Increasing demand for libraries to demonstrate outcomes/impacts in areas of importance to institution • Increasing pressure to maximize use of resources through benchmarking resulting in: – Cost savings – Reallocation
Antecedents • Effective service delivery – “every unit … is valued in proportion to its contribution to the quality success of the campus” Danuta Nitecki
Why New Measures u u u Increased customer and stakeholder expectations Greater demands for accountability Exploding growth in use and applications of technology Increasing competition for resources Need for reliable and valid data – Benchmarking and best practice – Trends over time
ARL New Measures Initiative u u u Collaboration among member leaders with strong interest in this area Specific projects developed with different models for exploration Projects self-funded by interested members Intent to make resulting tools and methodologies available to full membership and wider community Freeze modifications to existing descriptive measures
Lib. QUAL+™ Description Lib. QUAL+TM is a research and development project undertaken to define and measure library service quality across institutions and to create useful quality-assessment tools for local planning.
The Purpose of the Research u To fill a knowledge void in modeling the dimensions of library service quality from a user perspective u Based upon the model, to develop a webdelivered, effective total market survey instrument equivalent for service quality assessment in academic libraries u Using the derived instrument to recommend a process for an ongoing program of comparative outcome measurement for academic libraries
Project Resources Lib. QUAL+TM is an ARL/Texas A&M University joint effort. The project is supported in part by a 3 -year grant from the U. S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE).
Relationships: Perceptions, Service Quality and Satisfaction …. only customers judge quality; all other judgments are essentially irrelevant” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
Lib. QUAL+™ Project Goals • Establishment of a library service quality assessment program at ARL • Development of web-based tools for assessing library service quality • Development of mechanisms and protocols for evaluating libraries • Identification of best practices in providing library service
Process Overview
Dimensions of Library Service Quality
Survey Dimensions Spring 2000 Spring 2001 Spring 2002 (41 -Item Survey) (56 -Item Survey) (25 -Item Survey) Affect of Service Affect Reliability Library as Place Reliability Personal Control Provision of Physical Collections Self Reliance Information Access to Information
Lib. QUAL+TM Participants Year 3 Year 2 164 Participants 43 Participants Year 1 12 Participants Spring 2000 Spring 2001 Spring 2002
Process Timeline June/July 2002 August 2002 • Gather information about Lib. QUAL+TM survey • Register for Spring 2003 survey • Determine if have appropriate resources • Subscribe to ARLQUALITY listserv • Identify budgetary requirements if any • Designate survey liaison/committee/project team September 2002 • Register for Lib. QUAL+TM related workshops • Identify and initiate steps to obtain human subjects research approval from IRB October – December 2002 • Identify sample groups • Identify best data source to obtain valid e-mail addresses for sample groups • Meet with person(s) who will be drawing e-mail addresses to determine process feasibility • Register for Lib. QUAL+TM related workshops
Process Timeline January 2003 February 2003 • Need to have IRB • Preview survey approval by mid- turned on January • Draw final e-mail • January 27 -28, address samples orientation session for participating libraries held during ALA Midwinter, Phildelphia, PA Attendance is required! • Complete online demographics questionnaire March-April 2003 May 2003 June 2003 • Spring 2003 survey • Survey open to public. closed to public results distributed • Send out survey • Participants announcements complete online post hoc survey July 2003 • Lib. QUAL+TM evaluation questionnaire sent to participants
Sample Survey
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Project Deliverables Print and web-based results include: – Aggregate Summaries – Demographics by Library – Item Summaries – Dimension Summaries – A copy of the survey instrument – Dimensions measured for survey implementation
Surveys Completed Spring 2002
Lib. QUAL+ Assessment Survey Aggregate (All Ranks) (All) Aggregate (All Ranks) Texas A&M University
Interpretation Frameworks • Zone of tolerance • Score norms
Technology Approach • Reduced HTML requirements • 2 load-balanced web/application server connected to 1 database • Software use: Cold. Fusion, IIS webserver, SQL server, and Windows Advanced Server 2000
The Future: Lib. QUAL+
Lib. QUAL+ TM Brief History • Experience with SERVQUAL in many libraries over the last 15 years • Texas A&M SERVQUAL assessment • New Measures Initiative called a meeting of interested ARL libraries (ALA Midwinter 2000) • External funding through FIPSE, U. S. Department of Education (September 2000) • Consortia and related associations participation • Expressed interest by another 150 institutions for spring 2003 • International Interest • Other sectors outside higher education
Emergence of Consensus • • Antecedents Credibility Collaboration Tangibility Dissemination Evaluation External Validation Looking Forward: Maintenance of Consensus
Maintenance of Consensus • Balance central control with local autonomy • Issues of confidentiality/anonymity vs. desires for longitudinal study • Normative issues/Best practices vs. “ranking” • Long-term sustainability
Additional Information Visit the Lib. QUAL+TM Web Page: old. libqual. org
ea18b247565f3cf32e3c09a367286c53.ppt