To date, two consortia have responded, the British Columbia Electronic Library Network (BC ELN) and the Virtual Library of Virginia (VIVA). The BC ELN answered the questions specifically, and their response follows each question; VIVA provided a general response.

In October of 2002 the BLC Output Measures Taskforce sent a survey to all BLC member institutions via email. We received responses from 12 institutions representing 15 libraries.

1. What tools does your Library currently use to assess and evaluate output measures? (i.e., LibQual+, E-Metrics, focus groups, surveys.)

   All participating libraries responded to this question. Most currently use a variety of tools or methods to collect data for assessment. Fourteen of the 15 libraries indicated they use some form of survey, either Web-based or paper. Twelve of the 15 indicate they have used and will continue to use focus groups as a means of gathering information. One library has used LibQual+ while two others plan to do so in 2003. Two of the libraries have used E-Metrics and plan to continue to do so in the future. One responding library used to conduct surveys, but due to reductions in staff and the displeasure of the user community has ceased to do so.

2. If your Library does not currently use tools to assess and evaluate output measures, which ones would you consider using in the future?

   Eight of the 15 libraries that completed our survey responded to this question. Two libraries plan to use E-Metrics in the near future. Two libraries plan to use some type of survey; either point of use or on-line/Web-based. One library will begin to conduct focus groups in the upcoming year. One library will use E-Metrics, and one library is considering use of SERVQUAL. One library plans to use a tool for assessment but did not specify which.

3. Is there a group or team within your Library charged with the responsibility of interpreting the data? If so, please explain.

   Fourteen libraries responded to this question. Of those, eight libraries have a team, task force, or committee formed specifically to collect and interpret data. Three libraries use a variety of staff members and department heads for data analysis. Two libraries have a single individual on staff who has the responsibility of tabulating and analyzing the data.

4. What is the background or experience of the individual(s) interpreting the data? What analysis and research methods do they use?

   We received ten responses to this question. Of these, only two indicated they have staff members with a background specific to data analysis. Three libraries indicate that staff have educated themselves in these methods. Two libraries indicate their staff members who perform these tasks have backgrounds in the Humanities and/or Social Sciences. The remaining three libraries use staff with varying backgrounds and experience but did not provide specific examples.

5. Do you share the results with the library staff, campus community, peer institutions? If so, how is the information made available to them?

   Twelve libraries provided responses to this question. All share the results in some manner, and most in a variety of ways. Four libraries produce formal reports that are made available to library staff and head university administrators. Web-based reporting is also used by four libraries. Oral presentations to library staff, students, faculty, and the campus community are offered by four libraries. Three libraries use various campus publications such as the newspaper to provide the information on a wider scale. Other means of disseminating results include listservs (1), newsletters (1), posters and flyers (1), and press conferences when necessary (1).

6. In what ways have these data been used to inform management decisions? Please provide one or two brief examples.

   Twelve libraries responded to this question. All provided more than one concrete example of improvements implemented as a result of assessment. The single largest change in service was expansion of hours of operation (6). Other changes and improvements included improved space for study (3), increased technical support for users (3), and changes to collection development policies (3). Two libraries reported they were able to increase their budget for collection development, both print and electronic, as a result of collection of user satisfaction data. One library changed its loans periods for students, and one library put resources into public relations to inform the user community of their services.

7. What outreach strategies do you employ to insure a good response rate?

   Thirteen libraries provided responses to this question. Most of those who responded use more than one outreach strategies to improve response rates (9). The most popular (and successful) methods are email (5) and campus mail (5). Four libraries use Web pages to increase their response rate. Offering incentives also increases response rates. Four libraries indicate they offer gift certificates chosen at random, copy cards, lunches, and even pizza! Two libraries conduct front door surveys and two libraries use the campus newspaper to remind/invite individuals to participate in the survey. Other methods employed include listservs (1), signage (1), and flyers (1).

8. What kind of presentation regarding output measure tools would be helpful to you?

   Nine libraries answered this question, some offering more than one suggestion. The most often cited preference for a presentation offering general information on output measure tools (6). Other responses included specific topics such as survey design (2), strategies for improving response rates (2), organizing and conducting focus groups (1), combining methods (1), and qualitative tools (1). One library suggested we provide training in administering evaluation tools, and additional training in statistical analysis.

9. If you use LibQual+, E-Metrics, etc., do you do further analysis of the data in-house? If so, do you use SPSS, SAS, STATA, or some other package? Please explain.

   Only three libraries responded to this question. Two indicated they use SPSS for their analysis. One library responded they do not do any further analysis of data in-house.