Tag Archives: survey

Keeping Tabs on Campus Trends

The only constant is change, as the old saying goes. As technological and social change affect how we interact and engage with one another, it’s critical that libraries continually seek information about the evolving expectations of our community. Observations and usage trends provide valuable data that help orient our direction, but sometimes the best way to surface user expectations is to just ask

At the end of February, the Libraries launched a campus-wide survey to a random sample of students, faculty, and—for the first time—staff. If you happened to be among those who received an invitation and responded, we offer our thanks. If you didn’t get an invite, maybe we’ll catch you next time. The Libraries typically undertake a survey every 2 or 3 years to make sure we’re keeping tabs on how we are doing—it’s a great way to see what’s working well, what we might consider changing and in some cases, what we might stop doing. 

The 2022 survey is particularly important because it is the Libraries’ first survey since prior to the pandemic. The original plan was to implement the survey in fall 2020, but things felt too different, too anomalous at that time to get an accurate picture. Many of us were not on campus, and many of our circumstances were strained or unusual. We wanted the survey to represent longer-term trends—inasmuch as those exist anymore—rather than a snapshot of perceptions during the campus’s most restrictive COVID-related policies. The last time we surveyed the campus was in spring 2018, so there’s an eagerness to see what has changed and what has stayed the same over the last four turbulent years. 

For the first time, we developed and wrote our own survey instrument. This has long been a goal of mine, not because there aren’t great survey instruments available to libraries, but because we wanted to be able to tailor our questions to our unique population and circumstances. Past industry-standard instruments that we’ve used such as those created by LibQUAL and Ithaka S+R allowed us to compare trends at UT to national trends—which is a valuable exercise—but this time we wanted to focus on the perceptions, experiences, and needs of the Longhorn community. With support from folks around campus (especially the staff in IRRIS) and a seasoned assessment team, we took on the challenge of writing, administering, and analyzing our own survey, designed to provide us with actionable feedback. 

In the coming months, we’ll be using this space to share some of the findings from the survey as we work through our analysis, and eventually, we will have full results to share with the public. Topics that you can expect to see addressed here include longitudinal insights (i.e., where we see trends and perceptions evolving over the long term), spotlights on insights gleaned about different demographic groups, and other interesting tidbits. We won’t just tell you what we find interesting, though—we want to highlight what we’re doing with the results. Expect to read about areas that we want to investigate further with focus groups and interviews, and changes that we’re putting in place based on what we learn. 

A sneak peak of a survey item focused on satisfaction shows that for the most part, folks are pretty happy with us…in particular, happy with the Libraries’ services.  But there is more still to be learned from a thorough review of the data:

  • Does that hold true across all demographic groups?  
  • What can we learn about those who aren’t satisfied?  

These are the kinds of questions we’ll be asking ourselves and our users, as we sift through the results. We invite you participate in an ongoing exploration of the data we’ve collected so that we can learn even more from the process of analysis as we seek to improve the work of these Libraries.  

The Libraries’ roadmap for success depends largely on hearing both the praise and criticism of our users, so take an opportunity to help improve your UT Libraries by providing your own input, feedback and observations as we plan together for the best possible future. 

Satisfaction

I guess we’re doing it right.

The President’s Task Force on Undergraduate Graduation Rates released its report yesterday, and amongst the recommendations, the Libraries found some happy news in an included student satisfaction survey:

According to the figure, students report the highest satisfaction levels with the university libraries. Indeed, for both of the library measures, about 95% of students report somewhat satisfied or better for these items.

Student Experience in the Research University (SERU) data (click on image to enlarge).

Now to work on that other 5%-7%….

Heath Talks Assessment in Austere Times

 

Before Dr. Fred Heath joined the University of Texas Libraries as Vice Provost and Director, he had spent several years at Texas A&M with a team of faculty and research professionals developing and honing an assessment tool called LibQUAL+™. With a certain degree of prescience, his earlier work has given the Libraries a leg up in dealing with the economic downturn.

Dr. Heath took some time to discuss his experience and perspective on the vital role of assessment in building a library.

So, why do assessment?

Fred Heath: I think this pressure for accountability has always been part of the public sector where it’s really hard to measure bottom lines. If you’re going to succeed in advancing your program then you are going to have to have some structure that relates investments to outcomes, and there aren’t many tools to measure our “profits and losses” in the public sector. For several years we’d been searching and we found a tool called SERVQUAL that was used with great success in the private sector, and we also had a great relationship with the developers of that tool. We started noodling there, and it grew.

There were three young professors in the College of Business at Texas A&M – assistant professors at the time they started developing SERVQUAL – who needed a research protocol, and grew it into, perhaps, the most significant user satisfaction survey in that sector. It applied to everything from aircraft companies, to insurance, to restaurants. And one day we visited with the professor who was still there – the other two are now employed elsewhere around the world in higher education – and asked, “Do you think we can redirect SERVQUAL to the not-for-profit sector, specifically to education, and then even more specifically to libraries?” And we were really cautious, because it was a shameless emulation of what those three researchers were trying to do, but he was hugely supportive, open to the idea, and, in fact, all three of those developers have lent time to us over and again to help us build the tool that LibQUAL+™ became. Without them, without that beginning, I doubt we would’ve had the perspective and background ever to get it launched.

How important was it for the development of LibQUAL+™ to have faculty members as part of the development team?

FH: We could never have done this without the methodologists and the economists and the statisticians that we had on our side. And we, ourselves, were faculty in our own specialties, but not those skill sets. It was bringing all of those tools, all of that commitment, an emerging awareness of survey protocols in a nascent Web environment…we’d had no clue how we’d plan to do this on paper, and one of the methodologists said, “You know, I think we can do this on the Web pretty soon.” So, it took a village to build it; it took many different types of faculty to make it happen. Continue reading Heath Talks Assessment in Austere Times

Survey says…

LQlogoWithText copyThe Libraries have fired up another round of the LibQUAL+ survey hoping to get some solid feedback on the quality of service around the branches.

This will be the eighth time we’ve randomly queried students and faculty about their perceptions of resources, collections, service, facilities and the like, and the program has been ramped up this year in order to generate higher response rates. We’ve scaled to the LibQUAL Lite version of the online survey to keep it short and simple; the current version takes about 5 minutes to complete, hitting on a smaller sample of the core questions.

We’re also trying to get in front of people with signage in conspicuous locations, and offering some carrots to the student participants in the way of automatic entry – upon completion of the survey – into drawings for one of two 16GB Apple iPads or an Amazon Kindle. How’s that for motivation?

Invitations to 4,800 current students and 1,200 faculty went out last week and the survey ends April 16, so if you’re here at the University of Texas and think you might have overlooked the initial solicitation, it might be worth taking a moment to check. This minute imposition is one of the primary ways we get real, quantifiable data directly from our users regarding the ways we can improve the Libraries for everyone, so let your voice be heard.