ppt课件-drilling down lib q u a l quantiativeand qualitative data（下钻自由问u l quantiativeand定性数据）.pptVIP

Drilling Down: LibQUAL Quantitative and Qualitative Data Allison Sivak Assessment Librarian University of Alberta Libraries October 25, 2007 Assessment Challenges Gathering meaningful data Acquiring methodological skills Managing assessment data Organizing assessment as a core activity Interpreting data within the context of user behaviors and constraints Troll Covey, 2002 Major Trends Appetite for electronic access constantly increasing Access and content are the same thing Expectation that electronic access searching is easy and reliable I need it, now is when I want it, as easy and as quickly as possible, by myself, from wherever I am Library space solution a challenge of conflicting expectations – not yet solved ILL service a problem with GSs, declining issue with UGs (specificity vs. satisficing?) Inconsistencies in customer service noticed and noted How We’ve Responded Strong focus on improving electronic access Proxy server replaced with seamless remote access Link resolver Aggressive e-collection development Hours Study space zoning Space planning and renovation Customer Service Standards Notifications / request services User-initiated online holds, recalls, renewal Retrieve and send material to library of choice Follow-up studies: web experience testing, collections data, e-books survey, faculty /partnership investigation Ryan, 2006 Size Matters Affect of Service wasn’t as far from “desired service level” for UAL users in quantitative ratings Library as Place not ranked above 8.0 in importance (except for undergraduates) Length of comments suggest impact when unsatisfied! Unevenness of service: “Good but….” Lengthy descriptions of outstandingly positive or negative experiences Although I get good service most of the time, I have occasionally encountered a library staff member who seemed reluctant to expend the effort in fully assisting me. The worst example of such happened this 2006 Winter term when I was trying to access my [] reserve material at