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LibQUAL+ 2004 surveyUniversité de Montréal

June 14, 2006 Jimmy LégaréCARL : LibQUAL+ Canada Workshop

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Participation– 2003

• Questionnaire translation in partnership with Université Laval + introductory text to LibQUAL+ on our intranet (in French)

• Preparation (+Web site about project)

– 2004• Survey in spring• Translation of the article Cross-cultural implementation of

LibQUAL+™: the French language experience in French : La mise en oeuvre interculturelle de LibQUAL+MC : le cas du français

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Questionnaire translation• Done by five librarians from UdeM and Université

Laval• Discussing issues and collaborating with other

people in the process• Back translation from French to English was done

at York U• External expert : would need minor changes for

France (= American and British versions)

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Context• 18 libraries

• across 14 buildings

• More than 2 million users each year

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Implementation• LibQUAL+ UdeM team helped by a committee

• Sample built in partnership with UdeM services :– Bureau du registraire = registrar’s office (for students)– Direction des ressources humaines = human resources (for personnel)– Direction générale des technologies de l’information et de la

communication = information and communication technologies department

• Sample : 3000 persons– 1 200 undergraduate students (40 %)– 600 graduate students (20 %)– 600 professors and teaching staff (20 %)– 600 other members of staff (20 %)

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Survey progress• Pretest (management personnel)• From March 23rd to April 9th 2004 :

– Initial invitation plus two reminders– 458 completed questionnaires– 211 comments (46,1 %)

• Participation prizes

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Respondant groups distribution

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Respondant distribution among libraries (optional question)

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Service Adequacy

Perceived score-

Minimum score=

Service adequacy

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Service Adequacy at UdeM

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Electronicresources use

Library use

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Average of participating libraries

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Comments(analyzed with ATLAS.ti)

-211 commentsdivided in 370elements or ideas

-coded with119 codes used3452 times

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Code description• Mandatory codes for each element :

– User category– Sex– Age– Library– Discipline

• Subjects– Library as place– Information control– Affect of service

• Comment type– Positive– Négative– Other : neutral, suggestions, etc.

CARL – June 14, 2006 Jimmy Légaré, UdeM

Direction des bibliothèques

ATLAS.ti report exampleP 1: Commentaires.txt - 1:117 (1128:1130) (Super)

Codes: [Commentaire complet] [Deuxième et troisième cycles] [Entre 23-30 ans] [Féminin] [Offre de services] [Paramédicale] [Positif] [Sciences de la santé]

J'apprécie particulièrement le service de rappel par courriel qui nous permet de remettre à temps nos documents empruntés. Pour les étudiants du 2e cycle qui empruntent beaucoup et à plusieurs bibliothèques, c'est essentiel.

CARL – June 14, 2006 Jimmy Légaré, UdeM

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Comments• Library as place :

– Importance of quietness to study– Equipment and study rooms (number and condition)

• Information Control :– All types of documents are important– Access to these documents

• Affect of service :– Emphasis on relation with personnel– Concerned with access to computers and photocopying

CARL – June 14, 2006 Jimmy Légaré, UdeM

Direction des bibliothèques

Results communication and actions

– Analysis report to management team and to the UdeM advisory committee for libraries

– Comments were distributed among the libraries– Summary of results on the Web site for the

UdeM community– After analyzing results, priorities and actions

were proposed by management team– New survey in spring 2007

CARL – June 14, 2006 Jimmy Légaré, UdeM

Direction des bibliothèques

Thank you!