LibQUAL+ and ClimateQUAL at York. Stephen Town Director of Information University of York
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1 LibQUAL+ and ClimateQUAL at York Stephen Town Director of Information University of York
2 SUMMARY LibQUAL+ results Trends, themes, actions ClimateQUAL results People, themes, actions Strategic contribution
3 NSS trends Percentage of people responding mostly agree or definitely agree to questions
4 LibQUAL+ Trends
5 Zones of Tolerance
6 Comparison across user groups
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8
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10 Results 2012: Overall
11 Library Staff
12 Economics
13 Education
14 Law
15 Management
16 Politics
17 Sociology
18 Social Policy & Social Work
19 The more books available electronically, the better, though being able to make copies of key texts at a reasonable price is a decent alternative. For York Science Park residents it would be ideal if we could offer them access to all Library services and electronic journals. It would be fantastic if this could be offered as part of the value of being on the science park and involved with the University of York.
20 The personal service is great, however i would like to see more electronic sources (especially key texts) and a more consistent web-search service The system of accessing online journals and electronic resources from the library website is too long and complicated. I don't want the library website to be opening several tabs to reach one page, it would be good if this could be made neater.
21 The library has a great service, I just wish sometimes there were more places to sit and work. (Female UG) There is hardly room for improvement after the refurbishment. The extra space and staff are ideally suited to a wide range of needs. (Female UG)
22 Wider range and depth of books required. (Male UG) Very happy with the way the library is run, although needs more study space, especially noticeable during the exam period. (Female UG)
23 The flexible loans system is not working for library users. I am finding it very difficult to access the resources I need for the length of time required. (Female UG) The new system of book loans/returns works very well. It would be good to get more than one reminder to return the book, especially if it's past the time it's supposed to be returned by. (Female UG)
24 The library is a haven for study for me. If I need to focus on my work away from any distractions then the library is where I go. (Male UG) Thank you very much for your excellent service. (Female Academic)
25 Please put CS texts on a lower floor, replace with a subject that has a more physically fit cohort! (Male UG, Computer Science)
26 CLIMATEQUAL
27 A distinctive resource? the most valuable resource of any organization is its staff Human capital walks out the door each evening
28 The basic assumption staff perceptions have been identified through Capita s research as being linked directly to the quality of services provided by staff within organisations." University of York Staff Survey, 2008
29 A people value scorecard Enablers (4 C s) Capacity Minus confounders Absence, turnover Capability Raw & growth Critical mass Climate of Affect Engagement Empowerment Culture of momentum Programme capability Maturity Outcome proofs Market fit Sustainability Market related impact Strategic fit (over time) Quality & Improvement New product development Contribution to Productivity Creativity Competitive impact Service development Reputational investment
30 CLIMATEQUAL? Employee s perceptions on climate recurring patterns of behaviour, attitudes and feelings that characterize life in the organization (Bessant and Tidd, 2009) Measurement of affect and opinion about culture
31 THE SURVEY All staff encouraged and allowed time to complete web-based survey during their working day Confidentiality is of paramount concern Approximately 150 questions about the library as a whole, teams and individuals Plus free text comment box minutes long Available for 3 weeks
32 SURVEY QUESTION CATEGORIES Question Categories Diversity Customer Service Teamwork Continual Learning Leadership Innovation Justice Psychological Safety Sample Question The race of a team member does NOT affect how much attention is paid to their opinions Library employees have the job knowledge and skills required to deliver superior quality work and service This organisation provides a clear understanding of the purpose of teams Co-workers are able to provide reliable information about ways to improve job performance My immediate supervisor has excellent interpersonal skills Co-workers tell each other about other new information that can be used to increase job performance Do the rewards in your division reflect the effort that division members put into their work As an employee in this library one is able to bring up problems and tough issues
33 SURVEY RESULTS Results are reported back to institutions without compromising respondent identity An overview report is given to the Library which includes respondent s comments Range of breakdowns by various categories
34 Participation Suggested every four years Time for culture shift 30 North American libraries Some now twice 4 Sconul libraries Leicester University of the West of England Nottingham Trent
35 RESPONSE 119 out of 125 Library and Archive Staff responded (95%) 47 comments received (40%)
36
37 Climates (9) Diversity Demographic & Equality Justice Reward fairness Leadership Supervisory level Teamwork Continual learning Deep Diversity values difference standardisation Innovation Psychological safety Free opinion sharing Customer Service
38 Attitudes (7) Job satisfaction Commitment Citizenship Task engagement Empowerment Withdrawal Conflict Task Interpersonal
39 York Results vs UK and US Mean Climate for Continual Learning Task Conflict 7 Climate for Customer Service Interpersonal Conflict Climate for Deep Diversity, 6 Task Engagement Climate for Deep Diversity, 5 Team Psychological Organizational Withdrawal Organizational Commitment Organizational Citizenship Climate for Racial Diversity Climate for Gender Diversity Climate for Diversity of Ranks Climate for Sexual Authentic Leadership Co-worker Support for Leader-Member Relationship Distributive Justice Job Satisfaction Procedureal Justice Climate for Teamwork, Interpersonal Justice Climate for Teamwork, Informational Justice Climate for Psychological York UK Mean US Mean
40 Results by area Strengths (>75% agreement) Demographic Diversity (89-96%) Team benefit (83%) Task engagement (80%) Innovation (79%) Absence of interpersonal conflict (79%)
41 Results by area Concerns Customer Service (38%) Facilitation of Teamwork (30%) Psychological Empowerment (23%) Justice (20-32%)
42 ClimateQUAL comments, 2012 the library is a great place to work supportive of personal development. It is one of the best organisations I have worked for in terms of support, fairness and working conditions I feel that the recent award won by the library was a hollow victory we speak of excellence and values I believe this has been earned at the expense of staff
43 ClimateQUAL comments, 2012 There is no consultation sorry for the rant there are many good things happening too I have a problem with the changes that have taken place gimmicks such as allowing students to eat, drink and talk in more areas the [book-sorting] machine was a complete waste of money
44 LibQUAL+ TechQUAL, ClimateQUAL STRATEGIC CONTRIBUTION
45 Recent initiatives Process review 24/7/362 Loans review & fines Induction & marketing Collection profiling Student experience & morebooks Staff surveys and culture Programme office & assessment librarian
46 Key staff agenda issues Customer service climate Policy and orientation Teamwork & leadership Job design, method and behaviours Empowerment & innovation Permission and practice Recognition and communication Up, down, sideways
47 Customer Service Excellence UK standard for Customer Service (formerly Charter Mark) Embedding in 2013 All activities of the Directorate to be included
48 Information Strategy Staff Capability and Culture Student Experience Information Flow Research Experience Infrastructure, Content and Knowledge Assets Understanding, Engagement and Performance
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