Analyze This! An Iterative Analysis of Reference Statistics Nadia J. Lalla, Erin Kerby, Deborah Lauseng Taubman Health Sciences Library University of Michigan The Three Amigos Deborah Erin (with Alfie) Nadia In the Beginning Original Service Model Does the transaction data support our service model? I Have A Question! Types of Questions Circulation Reference Directional Access Research Citation Management Where Are Questions Asked Integrated Reference/Information Desk PhoneOffice Hours Consultations The Counting Part Year One (June 2010 July 2011) Monthly statistical nag End of the year statistical beg Ran a basic report (who, what, when, where) Performed a trend analysis Trends in Usage of Service Points Trends in Usage at Service Points Purpose of Contact Peak Service Times Trends in usage and peak services times were as expected. Could a New Service Model Work? Simultaneous Uniform Single Service Point Staffing Reference staff at Information/Circulation Desk Circulation = backup support to reference Requires a higher skill set More expertise Greater knowledge of sources Year Two (June 2011 July 2012) DeskTracker and Footprints statistics gathering Additional data collection instrument Affinity analysis Problems with Data Collection A New Nag Interpretation is a Fine Art AKA how to drive your SI student insane Information/Circulation Desk n=1,591 Total=322 The Details Information/Circulation Desk Backup/Reference n=765 The Details Backup/Reference n=551 Immediate THL School of Information students and some backup staff trained on circulation skills. Selected non-SI students trained to provide basic reference assistance for ejournal access issues, citation verification, and basic PubMed/CINAHL searches. Liaisons Librarians delegate all circulation questions and most ejournal access questions. Librarians handle the most difficult reference questions. Library-Wide Changes Changes to types of data collected A A major building renovation Institutional Changes Points to Consider Difficult to separate the question from the cause of the question (i.e., what is the question really about?) Theoretically, access is easier with so much online but . people still need help with HOW to access ebooks, ejournals, etc. These are not easy transactions. Ongoing reluctance/resistance to enter statistics (librarians) and record details on questions (staff/students). Theres a lot of data. Nadia J. Lalla, MLIS Coordinator, Collections & Information Services Taubman Health Sciences Library The University of Michigan Ann Arbor, MI Contact Information Deborah Lauseng, AMLS Coordinator, Liaison Services Taubman Health Sciences Library The University of Michigan Ann Arbor, MI Erin Kerby, MSI Veterinary Medicine Librarian Veterinary Medicine Library The University of Illinois at Urbana- Champaign