Identifying Student and Faculty Needs through LibQUAL+™: An Analysis of Qualitative Survey Comments

Jones, Sherri M.; Kayongo, Jessica

doi:10.5860/crl.69.6.493

Cited by 12 publications

(4 citation statements)

References 8 publications

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“…Of the articles identified, only three (Jones and Kayongo, 2008;Washburn, 2013;Habich, 2008) reported using Excel as the primary tool for performing qualitative analysis. Qualitative analysis projects by Jones and Kayongo and Washburn used multiple coders and describe attempts to increase objectivity by redundant review of comment data and coder negotiations.…”

Section: Literature Reviewmentioning

confidence: 99%

Comment sifting: pragmatic qualitative analysis of LibQUAL + Comments

Luther

2015

Library Hi Tech News

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Purpose – The purpose of this paper is to present a practical, low-tech and adaptable methodology for converting large amounts of comment data into actionable, qualitative analysis. Design/methodology/approach – In 2013, the Horace W. Sturgis Library of Kennesaw State University conducted the LibQUAL+ survey, receiving 1,653 open-ended comments. In a home-grown approach to comment analysis, the Sturgis Library targeted specific areas of operational significance (chat, ILL, etc.) to analyze in depth. Keywords and synonyms were identified, comments containing these terms were evaluated and a document known as a mini-report summarized the analysis for each area. Findings – Over the summer of 2013, two librarians created 12 mini-reports. The mini-report format allowed investigators to build up their understanding of the organization incrementally and proved a valuable means of summarizing qualitative analysis and sharing it with various stakeholders. Research limitations/implications – Not all comments are coded, and therefore, potentially valuable information is lost. By limiting focus to specific operational areas, the methodology does not capture themes that are diffused throughout the organization. Some areas of operational significance are difficult to isolate by keywords. Originality/value – This paper contributes to the literature on pragmatic qualitative analysis. Many existing models of qualitative analysis are resource intensive, in terms of time, technology and staff training. This paper presents a variation on a methodology that is more adaptable, allowing the researchers to explore within large pools of comment data without having to code and analyze every comment.

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Section: Literature Reviewmentioning

confidence: 99%

Comment sifting: pragmatic qualitative analysis of LibQUAL + Comments

Luther

2015

Library Hi Tech News

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“…5 Sherri Jones and Jessica Kayongo, in their 2008 study of student and faculty needs highlighted by 2006 LibQUAL+ data, found that most of the written comments coming from faculty addressed the Information Control area measured by LibQUAL+. 6 Bruce Thompson, Martha Kyrillidou, and Colleen Cook note that responses to questions about information control show high expectations across faculty, graduate student, and student groups, and point to the increasing importance of digital collections and online tools for an increasing number of library users, and note that when faculty rank library services by importance, they consistently place services aligning with information control in the top five most important, unlike undergraduate students responding to LibQUAL+. 7 LibQUAL+ research shows the emerging importance of information control for all user groups, but it is of specific concern when looking at library services to faculty.…”

Section: Background/literature Reviewmentioning

confidence: 99%

portal: Libraries and the Academy 2012 Johns Hopkins University Press Award for Best Article

Pritchard¹

2012

pla

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Looking at 2003Looking at -2009 LibQUAL+ responses at research-oriented universities in the United States, faculty library users report a significant and consistent rise in desires and expectations for library-provided online tools and websites, even as student user groups show declining or leveling expectations. While faculty, like students, also report increased satisfaction with current library-provided online tools and resources, the marked difference between the expectations of faculty and student users is an important one. Rising faculty expectations highlight the importance of strengthening communication and connection with faculty users so that libraries can retain relevancy in the academic environment.

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“…Among all assessment methods, surveys are one of the most frequently used instruments by libraries to measure user behaviors, attitudes, perceptions and experiences (Liebst and Feinmark, 2016). The literature is rich with studies assessing the needs and satisfaction of users, related to library services and resources, through surveys (Jones and Kayongo, 2008; Jankowska et al , 2006; Kayongo and Helm, 2010; Line, 1963, 1966; Maughan, 1999).…”

Section: Introductionmentioning

confidence: 99%

Revision of an academic library user experience survey

Dünya

Groote

2019

PMM

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Purpose The purpose of this paper is to explain how an academic library’s Student Experience Survey was revised and improved based on available research on survey design methodology and piloting efforts. Thus, it aims to contribute existing literature on library assessment and survey methodology by addressing issues of planning and coordinating assessment. The paper also provides a guideline on the survey revision process for existing instruments. Design/methodology/approach The library assessment coordinator collaborated with Assessment Coordinator Advisory Committee (AC2) to revise and improve the survey. The revision process started with adding suggested items and constructing new items based on library assessment planning survey administered to library faculty previously. Regular monthly meetings were held with the committee to facilitate the revision process. Multiple facets of the survey implementation were revised including wording, content, order and format of the items, response scales and survey distribution. Each facet was addressed based on available research on survey methodology and cross-checked with the committee members. Findings The revised 2018 University of Illinois at Chicago (UIC) Libraries Student Experience Survey consists of a total of nine items with response matrices, single choice response format and open-ended response format to measure students’ satisfaction, need and their use of the various library resources and services. The changes made to the survey are grouped into three categories: wording and content, response categories and scaling and design, font and layout. The revision process of the UIC Libraries Student Experience Survey can serve as an example for academic or other types of libraries that wish to track and report their impact regularly. Originality/value The UIC Libraries Student Experience Survey provides evidence that careful revision and piloting as well as obtaining relevant stakeholder buy-in to the process lead to build effective survey tools.

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Identifying Student and Faculty Needs through LibQUAL+™: An Analysis of Qualitative Survey Comments

Cited by 12 publications

References 8 publications

Comment sifting: pragmatic qualitative analysis of LibQUAL + Comments

Comment sifting: pragmatic qualitative analysis of LibQUAL + Comments

portal: Libraries and the Academy 2012 Johns Hopkins University Press Award for Best Article

Revision of an academic library user experience survey

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