ERIC ED373782: Assessment Design for Academic Libraries: Measuring Patron and Employee Satisfaction with Services and Operations.

43 Pages·1994·0.72 MB·English

by  ERIC

DOCUMENT RESUME
IR 055 137
ED 373 782
Littlejohn, Nancy; And Others
AUTHOR
Assessment Design for Academic Libraries: Measuring
TITLE
Patron and Employee Satisfaction with Services and
Operations.
Central Missouri State Univ., Warrensburg.
INSTITUTION
PUB DATE
94
NOTE
43p.
Evaluative/Feasibility (142)
PUB TYPE
Reports
Tests /Evaluation Instruments (160)
MF01/PCO2 Plus Postage.
EDRS PRICE
Attitudes; College Faculty; *College Libraries;
DESCRIPTORS
*Evaluation Methods; Higher Education; *Job
Sati-faction; Library Personnel; *Library Services;
Questionnaires; School Community Relationship; *User
Satisfaction (Information); Use Studies
Central Missouri State University; Student
IDENTIFIERS
Assistants
ABSTRACT
As part of universitywide assessment activities at
Central Missouri State University, a library assessment program was
implemented in 1991. A task force was formed to design an assessment
plan that would develop a strategy to determine effectiveness of
services; client satisfaction; barriers to improved service; and
employee satisfaction within the operating environment. This report
summarizes the assessment components in order to identify possible
methods to measure satisfaction with library services. The first
component, the General Satisfaction Exit Survey, measured users'
sense of satisfaction with the library visit. The second component,
Survey of Community Participation, determined the level of library
in
use among the community. Library services employees participated
the third component, a Job Satisfaction Survey, which sought to
measure employee attitudes toward their jobs. The goal of the fourth
component, the Faculty Use Survey, was to gather information
regarding the extent of faculty involvement in the library. The fifth
component, Internal Unit Assessment, examined one unit in the library
each semester. The final component, the Student Assistants Exit
Interview, gauged'the perceptions of the work environment from former
student employees. The survey instruments for each component are
included. (Contains 10 references.)
(JLB)
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Reproductions supplied by EDRS are the best that can be made
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ASSESSMENT DESIGN FOR ACADEMIC LIBRARIES:
MEASURING PATRON AND EMPLOYEE SATISFACTION WITH
SERVICES AND OPERATIONS
Nancy Littlejohn, Mary Tygett, and Barbara Wales
Central Missouri State University
Warrensburg, Missouri
THIS
"PERMISSION TO REPRODUCE
GRANTED BY
MATERIAL HAS BEEN
Barbara Wales
1994
RESOURCES
TO THE EDUCATIONAL
(ERIC)"
INFORMATION CENTER
BEST COPY AVAILABLE
9
.
CONTENTS
Introduction
1
4
General Satisfaction Exit Survey
12
Survey of Community Participation
16
Job Satisfaction Survey
23
Faculty Use Survey
27
Internal Unit Assessment
39
Student Assistants Exit Interview
I
INTRODUCTI ON
Accountability in higher education and rapid changes in information technology have
intensified the need for libraries to examine their services in terms of patron satisfaction. As
part of University-wide assessment activities at Central Missouri State University, Library
Services began an assessment program in the Fall of 1951. The Dean of Library Services
appointed a task force to design an assessment plan for Library Services. The Dean's charge
to the group was to develop a strategy to determine effectiveness of services, client
satisfaction, barriers to improved service, and employee satisfaction within the operating
environment. Designed as an ongoing process with several recurring elements, the plan
includes six main components. During the Spring semester 1992, the Dean renamed the
Task Force the Library Services Assessment Committee. As such, the group became
responsible for implementing the plan developed.
The elements of the assessment program target various groups, including faculty, students,
community clients, and the employees of Library Services: library faculty, professional and
support staff, graduate assistants, and undergraduate student employees. The focus is on
the evaluation of services and the scrutiny of existing operations. Collection assessment is
The instruments utilized came from a variety of sources,
not a focus of the process.
including surveys published in professional literature, those made available by other
librarians, and those designed by the Assessment Committee. A short summary of each
element follows; more detailed explanation and analysis of each component is included in
the text.
1) Measuring Academic Library Performance: A Practical Approach by Nancy A. Van
House, Beth T. Weil, and Charles R. McClure (American Library Association, 1991)
provided the group with a "General Satisfaction Survey," designed to gather users' reports
of the following: success during one library visit on each of several possible library activities;
Student
particular library visit.
ease of use of the library; and overall satisfaction with a
employees distributed this GENERAL SATISFACTION EXIT SURVEY during scheduled
periods at the front exit. The committee plans to administer this survey for one week during
each semester. Software to compile results is also available from ALA.
A COMMUNITY PARTICIPATION SURVEY, distributed through Chamber of
2)
Commerce newsletters, targeted community leaders. The original instrument was later
revised to query public patron card-holders.
3) The group selected a JOB SATISFACTION SURVEY designed by a psychologist, Paul
E. Spector. He developed this scale to measure job satisfaction specifically in human
service, public, and non-profit sector organizations.
4) The Committee sent the FACULTY USE SURVEY, developed with the assistance of the
campus Testing Services, to all faculty. The goal was to gather information regarding the
Satisfaction with collections and
extent of faculty involvement and student assignments.
services is also measured. The results may be used to target specific departments for more
in-depth evaluation.
5) Each semester, the Committee conducts an INTERNAL UNIT ASSESSMENT which
consists of three components. The User Assessment Survey gathers comments from the
unit's patrons. Each unit determines the client base; the instrument is altered to fit the
The Operations Review, designed by the University of Iowa
needs of various units.
Libraries, is a constructive and cooperative exercise to provide an opportunity for all
employees in a unit to review their own operations. A Peer Review solicits input from all
Library Services employees outside of the unit.
6) Each semester, the Dean of Library Services meets with a group of student employees
who are not returning to employment. This STUDENT ASSISTANTS EXIT INTERVIEW
provides a forum for open discussion. Student employees have the opportunity to share
their observations and comments. The Dean gains valuable insight on library functions from
this unique perspective.
Results of these activities supply the Library Administration with information for effective
management decisions; give unit heads data on effectiveness of operations and employees;
and provide library professionals with input regarding the information needs of the academic
community.
At the conclusion of each component of the assessment process, the Committee submitted
providing a tabulation of
a written report to the Dean, summarizing the results and
faculty and professional staff.
responses. The Dean also requested reports to the library
In the descriptions of the assessment components that follow, an attempt is made to refer
Our emphasis is not on the
only in general terms to results of surveys conducted.
presentation of data pertinent to a specific situation, but on possible ways to measure
satisfaction with library services and operations in various environments.
2
GM
GENERAL SATISFACTION EXIT SURVEY
Summary of General Satisfaction Exit Survey
General Satisfaction Survey
Instructions for Distribution
Definitions for General Satisfaction Exit Survey
Surveyor's Report
Sample Summary of Responses to General Satisfaction
10
Survey
C
GENERAL SATISFACTION EXIT SURVEY
As part of the assessment activities for Library Services we conducted a "General
Satisfaction Exit Survey" as our clients exited the building during the week of (date). This
Library Performance by
survey instrument was taken verbatim from Measuring Academic
It was carefully designed to ask questions clearly and
Van House, Weil and McClure.
unambiguously. The authors have tested the instrument in a large number of libraries with
Surveyor's Report were also taken from
a variety of users. Instructions for Distribution and
this book.
PURPOSE:
Users' self-reports of:
-Success during this library visit on each of several possible library activities.
-Ease of use of the library on one visit.
-Overall satisfaction with today's, library visit.
DISTRIBUTION:
During scheduled periods, selected student employees were stationed at the front exit.
Distributors had specific instructions, a list of definitions, and surveyor report sheets
to complete at the end of each session. (See pages 7, 8, and 9.)
Goal is an 80 percent
Distribute 700 questionnaires, 100 each day for 7 days.
response rate.
COLLECTION:
Completed surveys were placed in the box near the exit, clearly labeled "Return
Surveys Here". The box was sealed with a slit in the top to ensure respondents'
anonymity.
ANALYZING:
Results were
Tabulation was done by computer by the Assessment Committee.
staff.
reported to the Dean and to a meeting of Library faculty and professional
RESULTS:
and
We discovered that the response rate varied greatly depending on the distributor
the time of day. One outgoing student surveyor experienced a 98% response rate
It would be best to choose only one pod salesperson to
during his scheduled time.
tM
distribute during the entire week. We experienced high response rates and fairly high
satisfaction rates. Many clients had questions about what parts of the survey meant;
literature" and
some were confused about the difference between "review current
"look for a book or periodical" or "to perform a literature search." For the second
distribution of this survey, we gave a list of definitions to the surveyors to use to
if it
answer these questions. (See page 8.) The instrument would be more valuable
that
were written in everyday language instead of "libraryese". We also discovered
most clients who were willing to fill out the survey were either very satisfied with their
day's visit or were very unhappy with their visit.
General Satisfaction Survey
PLEASE HELP US IMPROVE LIBRARY SERVICE BY
ANSWERING A FEW QUESTIONS.
1. What did you do in the library today? For each, circle the number that best reflects how
successful you were.
Successful?
Did not
Not at
do today
all
Completely
Looked for
books or periodicals
4
5
2
3
0
1
Studied
4 5
2 3
0
1
Reviewed current literature
5
4
2 3
0
1
Did a literature search
(manual or computer)
4
2 3 5
0
1
Asked a reference question
2 4 5
3
0
1
Browsed
3 4 5
2
0
1
Returned books
4
5
2
3
0
1
Other (what?)
4 5
2 3
0
1
2. How easy was the library to use today? (Circle one):
2 3 4
5
1
Not at all easy
Very easy
Why?
3. Overall, how satisfied are you with today's library visit? (Circle one):
5
2 4
3
1
Not at all satisfied
Very satisfied
Why?
4. Today's visit was primarily in support of (Check one):
5. A mix of several purposes
3. Teaching
1. Course work
4. Current awareness
6. Other:
2. Research
5. You are (Check one):
5. Other staff
1. Undergraduate
3. Faculty
4. Research staff
6. Other (what?)
2. Graduate student
6. Your field (Check one):
3 Social Sciences
2. Sciences
4. Other (What?)
1. Humanities
OTHER COMMENTS? Please use back of form.
6
GENERAL SATISFACTION EXIT SURVEY
INSTRUCTIONS FOR DISTRIBUTION
As far as possible, approach every person exiting the building. Of course, sometimes
1.
free
you will be talking with one user while several others exit; but as soon as you are
approach the next person exiting. DO NOT avoid people who look busy, important,
irritated, flaky, etc. (Don't survey library staff members going about their jobs.)
Be friendly, persuasive, persistent, and flexible. All kinds of people exit the library,
2.
each
most very busy and a few very rude, and you have only a short time to convince
"We'd like to know how
one of them to fill out the form. The opening line is crucial:
satisfied you are with your visit to the library today." If they respond verbally, follow
with something like, "We need to know that; would you mind filling out the survey
just for your experience today?"
It is important that every person approached cooperate. Be polite but persuasive.
2.
Explain to people that we need their response. As for convincing them of the
importance of the survey, saying "this is really important" is not effective. You'll get
this across more by your manner and willingness to respond to their questions. And
ALWAYS-tell them how much we appreciate their input, and thank them for filling
You DO WANT REPEAT USERS TO ANSWER
the
form.
out
QUESTIONNAIRES AGAIN, because we are measuring individual uses or visits, not
users.
Answer people's questions about the questionnaire as best you can, but be careful not
3.
to influence their answers.
If people want to discuss the survey or the library, cooperate within limits; remember,
4.
complain about it or praise
you are there to dispense questionnaires. If they want to
the library, encourage them to do so in writing on the questionnaire. Assure them
that the powers-that-be will read the questionnaires so that is the best way to
communicate their opinions.
Use the Surveyor's Report (attached) to report the number of questionnaires
5.
distributed. You will begin each shift with a set number to distribute.
You will also be reporting th3 number of people approached who decline to take a
6.
questionnaire.
7
iG