Drilling the LibQUAL+® data for strategic planning

Abstract

Purpose

This paper aims to describe the development of reliable assessment data to support strategic planning among Purdue University Libraries.

Design/methodology/approach

A LibQUAL+® survey was designed to enable the data gathered to be drilled down into by subgroup. Radar charts demonstrated both consistent themes as well as differences in use patterns between the different colleges, and between undergraduates, graduates and faculty. Detailed analysis of the resultant data was then used to support the strategic planning process.

Findings

Subsequent enquiry among the Strategic Planning Group showed that the survey had had a major impact on the process, which led to scrapping of the first draft of the plan, and greatly informed the second draft.

Originality/value

This paper shows the practical applicability of LibQUAL+® data to support strategic planning, replacing hunches and intuitive knowledge about patron opinion with hard facts.

Citation

Stewart Saunders, E. (2008), "Drilling the LibQUAL+® data for strategic planning", Performance Measurement and Metrics, Vol. 9 No. 3, pp. 160-170. https://doi.org/10.1108/14678040810928390