www.libqual.org

www.libqual.org

Bound for Disappointment Faculty and Journals at Research Institutions Jim Self University of Virginia Library USA 7th Northumbria Conference Stellenbosch, South Africa 15 August 2007 Session outline LibQUAL+ overview LQ at the University of Virginia in 2006 Association of Research Libraries data Composite LQ results 2004-06 Focus on question IC:8

Interviews with UVa faculty Conclusions The questions for today What is the relationship between journal collections and overall library satisfaction among faculty? Given the substantial investment in journals, why are faculty consistently dissatisfied with their librarys journal collections? How should we address the dissatisfaction? LibQUAL+ Overview 22 core questions

1-9 scale Ratings of minimum, desired, perceived Locally selected questions General satisfaction ratings Information literacy questions Queries on use of libraries and search tools Demographic questions LibQUAL+ 2006 University of Virginia Faculty 9.00 8.00 7.00

6.00 Top of Blue Bar = Desired Level of Service Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5.00 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8

LP-1 LP-2 LP-3 LP-4 LP-5 LibQUAL+ 2006 University of Virginia Graduate Students 9.00 8.00 7.00 6.00 Top of Blue Bar = Desired Level of Service Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5.00 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9

IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4

LP-5 LibQUAL+ 2006 ARL Composite Faculty 9 8 7 6 Top of Blue Bar = Desired Level of Service Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4

IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 LibQUAL+ Question IC-8 Print and/or electronic journal collections I require for my work

Question IC-8 and ARL faculty 9 IC=8 Highest desired score Highest minimum score Most negative adequacy gap 8 7 6

Top of Blue Bar = Desired Level of Service Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5 AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4

LP-5 LibQUAL+ 2006 Faculty Ratings of Journal Collections 37 ARL Libraries 9.00 UVA 8.00 7.00 6.00 Top of Blue Bar = Desired Level of Service Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5.00 1 2 3 4

5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 LibQUAL+ 2004-06 IC-8: Faculty and Graduate Student Ratings of Journal Collections ARL Libraries 9 Faculty Graduate Students 8 7

6 5 2004 2005 2006 2004 2005 2006 Drilling into the ARL data The relationship between serial expenditures and LibQUAL+ scores for IC-8 The relationship between IC-8 scores and

overall satisfaction Dollars and Desires Serial expenditures at ARL libraries ranged from $3.6M to $11.4M US in FY05 The 37 libraries spent $232M for serials No relation between serial expenditures and faculty desired score (r = -.14) Dollars and Perception Do serial expenditures

affect the perception scores and the adequacy gaps for IC-8? Significant correlation of serial expenditures and IC-8 adequacy gap, among faculty 9.00 8.00 7.00 6.00 Top of Blue Bar = Desired Level of Service (r = .63) Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5.00 1

2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 Journal Ratings and Overall Satisfaction 8.00 Do journal scores

relate to overall satisfaction? Strong correlation of IC-8 adequacy gap and overall satisfaction, among ARL faculty. 7.50 7.00 6.50 6.00 (r = .81) -2.00 -1.60 -1.20 -0.80

-0.40 5.50 0.00 0.40 ARL Faculty 2006 8.00 Overall Satisfaction 7.50 7.00 6.50 6.00 -2.00 -1.60 -1.20

-0.80 IC-8 Adequacy Gap -0.40 5.50 0.00 0.40 Following up with Journals at UVa Who is unhappy? Drilling down by college and discipline Why are they unhappy?

Reading the comments Conducting targeted interviews LibQUAL+ 2006 UVa Faculty and Graduate Student Ratings of Journal Collections 9.00 8.00 7.00 Top of Blue Bar = Desired Level of Service 6.00 Bottom of Blue Bar = Minimum Level of Service Red Square = Perceived Service Performance 5.00 Architecture Faculty Education

Faculty Engineering Faculty Humanities Faculty Science/Math Faculty Social Science Faculty Architecture Grads Education Grads Engineering Grads Humanities

Grads Science/Math Grads Social Science Grads Examining the survey comments at UVa Usually general, not specific or actionable, sometimes contradictory Budget problems have caused too many cancellations. We need more journals in my field. My chief disappointment is in the cancellation of journal subscriptions.

Follow up interviews regarding journals Focus on areas with low scores Diverse group of faculty Asked for specific needs and wants Including names of needed titles Quick interviews Four questions Is the Library meeting your minimum level regarding journal collections?

Is the Library meeting your desired level? If not, what can we do? If not, what can we do? Does it matter if journals are print or electronic? Any other comments about the library? 82 faculty interviews

Humanities 20 Engineering 19 Architecture 14 Social Science 10 Science/Math 8 Education 7 Music/Arts 2 Business 2 Findings from the faculty interviews

Nearly everyone says the library is meeting their minimum level for journals But many respondents say the library is not meeting their desired level Comments are overwhelmingly positive, but many suggestions for improvement are made Faculty are sympathetic, and often blame the shortfalls on budget problems Specific shortfalls Access to journals is confusing Improve interfaces, increase education

Need more foreign titles Need more backfiles and older content Location (storage, branches) is a problem Electronic remote access does not work well Facilities for browsing need improvement Need print instead of online, or vice versa In summary No single issue producing the low scores Searching and access are major problems but not the only problems How is the Library responding? Continuing efforts to improve the search

interfaces Greater effort to inform and instruct faculty and grad students More receptivity to requests for journals Within the library, an increased awareness of the importance of journals to faculty Other possibilities to consider More visibility and marketing of journals? More reliance on delivery services for faculty? Eliminate the need for searching More one on one contact with faculty and graduate students? Less public talk of journal problems, costs, and cancellations?

The last word At North American research institutions How faculty feel about the library is greatly influenced by how they feel about the journal collections. Thank you! Jim Self [email protected] http://www.lib.virginia.edu/ mis/

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