Brodkom LibQUAL+ Paris juin 2012

Actions implemented after the 2009 LibQUAL+ survey

DDDDDDDDDDDDDDDDDDDDDDDDDDDDDD

La mesure des actions entreprises pour répondre aux attentes des usagers
suite à l’enquête LibQUAL+ dans les bibliothèques universitaires
francophones de Belgique

Adaptation de la présentation faite à l’atelier LibQUAL de la 9th Northumbria Conf 2011 York
A comprehensive approach of the actions implemented after the 2009 LibQUAL+ survey in the university
libraries of the French speaking community of Belgium

Dr Frédéric Brodkom / UCL Library of science and technology
for CIUF Commission Interuniversitaire de la Communauté française
« Commission Bibliothèques »

LibQUAL-GBLF – York (UK) – 2011-08-22
LibQUAL-GBLF – Paris (FR) – 2012-06-24 Dr Frédéric Brodkom UCLouvain / Library of science and technology



Communauté française de Belgique devenue
Fédération Wallonie-Bruxelles
Aide financière et budget
Arts et culture
Belgique, Europe et International
Cinéma, médias et nouvelles technologies
Enfance et jeunesse
Enseignement, formation et recherche
Fonction publique et administration
Législation, documentation et publications
Santé
Sites, bâtiments et architecture
Société
Sport

Valid responses % participation Nbr comments
(total students, acad.
& research staff)

UCL 2.878 11,04 % 956

ULB 2.053 8,29 % 840

ULg 1.829 9,93 % 676

Total 6.760 9,59 %




UCL + ULB + ULG UCL



UCL/BST - 2009 - Enseignant et chercheur (n = 99) SATISF. 6,95 Perceived Greater Than Desired
Perceived Less Than Desired
AS-6 attentif
comprend AS-7 9 AS-5 compétent Perceived Greater Than Minimum

aider AS-8 AS-4 disponible UF-5 PIB Perceived Less Than Minimum
8 9
8

fiable AS-9 7 AS-3 courtois 7
6
oraires UF-1 5 UF-4 s
6 4
accès e- IC-1 AS-2 servi perso 3
5

libellule IC-2 4 AS-1 confiance
catalogue UF-2 UF-3 formations
3

papier IC-3 LP-5 groupe

numérique IC-4 LP-4 espace

équip. info IC-5 LP-3 confort

repèrage IC-6 LP-2 esp. indiv.
autonome IC-7 LP-1 locaux étude
revues IC-8




Journée de réflexion sur les résultats de l’enquête LibQUAL+
Rencontre avec le Corta‐BIUL
Présentation dans les diverses Commissions de bibliothèque
Présentation au Comité de Réflexion et d’Impulsion
Rapport de synthèse aux autorités via le Conseil des bibliothèques
Secteur des sciences humaines
BDRT Faculté de droit et de criminologie (DRT)
BSPO
Faculté des sciences économiques, sociales, politiques et de communication (ESPO)
Louvain School of Management (LSM)
BFLT Faculté de philosophie, arts et lettres (FIAL)
BISP
BPSP Faculté de psychologie et des sciences de l'éducation (PSP)
BTEC Faculté de théologie (TECO)
Secteur des sciences de la santé
Faculté de pharmacie et des sciences biomédicales (FASB)
BSS Faculté des sciences de la motricité (FSM)
Faculté de santé publique (FSP)
Faculté de médecine et médecine dentaire (MEDE)
Secteur des sciences et technologies
Faculté d'ingénierie biologique, agronomique et environnementale (AGRO)
BST Ecole Polytechnique de Louvain (EPL)
Faculté d'Architecture, d'Ingénierie architecturale, d'Urbanisme (LOCI)
Faculté des sciences (SC)




Ad. Human Financial
Item Q Library User Description Partners Start date End date Expected results Observed changes
Gap cost cost

Improve the
Training for the front-desk team : psychosolociologic
Specialized Two-days Cost of
Library welcome users, verbal and non- competences of
25 AS-3 0,12 ULB consultant Current Current Not measured for each private
team verbal communication, conflict librarians and their
CFIP librarian consultant
management, RPGs, ability to control
difficult situations

UCL- 25% increase in the budget to User January Avoid deniying More requests from 5,000 EUR /
1 IC-3 0,15 All Current Very low
BST purchase books comittee 2010 relevant requests students year

Actually only 14
Improoving the
ULg- All outlets are installed
University quality of working
BGPhL, users Installation of 90 electric outlets March Augustus (difficulties due to the
13 IC-5 0,21 technical conditionsa nd Unknow Unknow
Graulic (in for laptop in complement to WIFI 2010 2011 presence of users
services allowing the easy
h library) and the necessity to
use of laptop,
preserve quitness)
Reducing during
critical periods the
anarchic use of Places were freed Low, control
Restriction of access to non-ULB No direct
Student January spaces in libraries and the tension have to be
32 LP-2 -1,10 ULB students during periods of No Current financial
s 2011 by other public than between students donne by
examinations costs
ULB students in decreased librarians
order to reduce
noise

In BGPhL, a new
ULg-
Planning of allocation of rooms University space for sept. 2011
Graulic Student September To early to observe
7 LP-5 -0,95 for group works modified in technical Current and two projects for Low Unknow
h, s 2011 change
response to the survey. services 2012 and 2013 in
BGPhL
the central library




Ad. Human Financial
Item Q Library User Description Partners Start date End date Expected results Observed changes
Gap cost cost

Quickly find
Acade Increase of demand
UCL- New ILL service for resources Summer scientific papers out
5 LQ-5 -0,96 mic UCL-BST Current and satisfaction of 0,1 ETP Very low
BPSP abroad for faculty members 2009 of Belgium at the
staff users
demand of users

Foster
Better participation of 180
UCL- Student Creation of a participation council Student November communication and
2 LQ-4 0,26 Current students to library 24 h/year EUR/year
BST s of students associations 2009 enhance
management (lunch)
suggestions
Satisfaction of
student. The
Answer the insistent experience hasn't
Opening hours : extension with
UCL- Student request of extension been continued in
33 LQ-1 -1,19 late closing hours during No April 2010 June 2010 Important Low
BDRT s of opening hours for 2011 due to the lack
examination periods
the study in library of budget for
personnal and
watching
Due to excessive
Reduce the noise in noises, soundproof
New community spaces for groupUniversity
Student December quiet zones for equipement have to Important
30 LP-5 -1,06 ULB works in the library (pilote project technical Current Low
s 2009 studies and be installed to cost
during one academic year) services
research improve the quality of
this measure.

All Make the library
ULg- University
users Improvement of the heating December more welcoming
14 LP-3 Germa technical Announced To early Unknow Unknow
(in system 2011 and comfortable at
nique services
library) the request of users




Affect of service (8) Nbr Ad.g. GBLF
AS1 Employees who instill confidence in users 0.73

AS2 Giving users individual attention 0.12

AS3 Employees who are consistently courteous 11 0.22 0.12

AS4 Readiness to respond to users' questions 0.29

Employees who have the knowledge to answer user
AS5
questions
1 1 0.33 0.12

AS6 Employees who deal with users in a caring fashion 0.17

AS7 Employees who understand the needs of their users 0.15

AS8 Willingness to help users 23 ‐0.05 ‐0.73 ‐0.53 ‐0.11

AS9 Dependability in handling users' service problems 0.01

The library organise visits and learning sessions that I
LQ3
need 0.55

The library is open to suggestions and new needs of
LQ4
users 3 ‐0.04 ? 0.13 0.26




Library as a place (13) Nbr Ad.g. GBLF

LP1 Library space that inspires study and learning ‐0.31

LP2 Quiet space for individual activities 3 ‐0,46 ? ‐1.10 0.83

LP3 A comfortable and inviting location 2 0.16 ? 0.23

LP4 A getaway for study, learning, or research 1 0.03 ‐0.36

LP5 Community space for group learning and group study 5 ‐0.76 ‐0.05 ‐0.70 ‐0.70 ‐0.95 ‐1,06

LQ1 Opening hours suit me 2 ‐0.15 ‐1.19 ‐0.35



Nbr Ad.g. GBLF
Information control (19)
Making electronic resources accessible from my
IC1
home or office
2 ‐0.28 ‐0.31 ?

A library Web site enabling me to locate information
IC2
on my own
2 0.11 0.17 ?

IC3 The printed library materials I need for my work 4 ‐0.31 ‐0.26 ‐0.26 0.15 ?

IC4 The electronic information resources I need ‐0.05

Modern equipment that lets me easily access needed
IC5
information
1 0.05 0.21

Easy‐to‐use access tools that allow me to find things
IC6
on my own
3 ‐0,07 ‐0.07 ? ?

Making information easily accessible for independent
IC7
use
2 0.20 0.12 ?

Print and/or electronic journal collections I require for
IC8
my work
‐0.09

The library catalogue help me to find easily the
LQ2 printed and electronic documents available in my 1 0.00 0.11
institution

A (ILS) service help me to find easily and rapidly the 4
LQ5
documents not present in my institution ‐0.40 ‐0.96 ‐0.29 ‐0.29 0.15




20 %
1
3
1
2
3
2
4 4 5
2
1 1
1 2
47 % 3 3
2 33 %




Library
organisation

Technical
issue
Library
marketing

Team
management

Collection
development




Affect of service
Library
AS‐8 Willingness to help users : organisation
AS‐3 Employees who are consistently courteous
4x Coaching of the front‐desk teams : how to be more proactive, avoiding conflict, communication
2x New design of reception desks in order to facilitate contact between staff and users
Technical
AS‐5 Employees who have the knowledge to answer user questions : issue
Learning session of staff about the library : content, new generation, ebooks, etc.

LQ‐4 The library is open to suggestions and new needs of users :
2x Meeting the users : committee of students, mid‐day lunches with academic/research Team
Social networks : new Facebook, Twitter and Wiki accounts and web site management

Collection
development

Library
marketing




Library as a place
Library
organisation
LP‐5 Community space for group learning and group study :
5x New collaborative or individual spaces and small rooms for group work

LQ‐1 Opening hours suit me : Technical
2x Extension of opening hours during examination periods issue

LP‐2 Quiet space for individual activities :
LP‐4 A getaway for study, learning, or research :
Team
New oculus in doors to preserve quietness of individual locals management
2x Demarcated areas for quiet and group study, Silent Room, zone of mobile phone tolerance, etc.)
Restriction of access of external public during examination period

LP‐3 A comfortable and inviting location :
Collection
Improvement of heating system development
Revised schedules for cleaning and waste sorting

Library
marketing



Information control
IC‐1 Making electronic resources accessible from my home or office : Library
New service of electronic copy delivering of ancient article organisation
Communication on VPN
IC‐2 A library Web site enabling me to locate information on my own :
LQ‐2 The library catalogue help me to find easily the printed and electronic documents available Technical
Complete overhaul of library web site issue
New databases for documentary research
Retrospective cataloguing accelerated
IC‐3 The printed library materials I need for my work :
2x Increase of budgets : 25 %, special budget for specialized books, etc. Team
management
IC‐6 Easy‐to‐use access tools that allow me to find things on my own :
IC‐7 Making information easily accessible for independent use
3x New signage of collections
Development of a guide for users with practical information to access to resources
Collection
Development of RFID system for automatic check‐in/out development
LQ‐5 : A (ILS) service help me to find easily and rapidly the documents not present in my institution :
New ILL service for resources abroad
2x New web site and ordering system for a better use of ILL service
Campaign of promotion of existing ILL services Library
marketing
IC‐5 Modern equipment that lets me easily access needed information
Installation of 90 electric outlets for laptop in complement to WIFI



The technical arrangements represents one third of post‐Libqual projects
reported by libraries. As most of our libraries are located in (old and) not
suited buildings in regard of the needs of the Y&Z generations, the results have
allowed to comfort projects and, sometimes, the negative results has been
used to convince authorities.

BST in 2012 > BST 2014 Relocation project




The importance of library marketing (meeting with users, quality of
information, social networks, …) and the necessity of a better organisation in
libraries are both marked by the investment of librarians : each one
represents one project on five.

BST “Sweeping the library”




BST “Sweeping the library”




There are relatively little actions in terms of technical and psychosocial skills
of staff and limited investments in documentary resources. One action on ten
each one.




As manager (a personal view), it’s not always easy to confront individuals with
their difficulties, particularly those who have to change their habits.



And it’s certainly so difficult to obtain recurrent funding for print and electronic
resources.




LIBQUAL+ projects in the university libraries of the French speaking community of
Belgium

 LibQUAL+® Lite
 Spring 2013
 UCL Participation expected : from 11% (2009) to 15% (2013)
 Goal : increasing the motivation of librarians and colleagues
 Analyse of the evolution 2009 > 2013 and of the real impacts of positive actions

 Consortium : certainly UCL (+FUCAM), very probably ULg, ULB … and others
(observer in our Consortium of 2009) : FUNDP, AB Gx, FUSL, U Mons.
 PBworks LibQUAL Belge with all data and information collected since 2008
 Active with LibQUAL France (our French version has been chosen by vote at the end
of the 2010 summer).

Thank you
frederic.brodkom@uclouvain.be


Brodkom LibQUAL+ Paris juin 2012

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Brodkom LibQUAL+ Paris juin 2012