Upload
george
View
36
Download
0
Tags:
Embed Size (px)
DESCRIPTION
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. Nadia. Erin (with Alfie ). Original Service Model. In the Beginning. Original Service Model. - PowerPoint PPT Presentation
Citation preview
Analyze This!An Iterative Analysis ofReference Statistics
Nadia J. Lalla, Erin Kerby, Deborah LausengTaubman Health Sciences LibraryUniversity of Michigan
The Three Amigos
Deborah
Erin (with Alfie)
Nadia
In the Beginning
Does the transaction datasupport our service model?
I Have A Question!
Types of QuestionsCirculationReferenceDirectional
AccessResearch
Citation Management
Where Are Questions AskedIntegrated Reference/Information Desk
PhoneEmail
Office HoursConsultations
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 at Service Points
Purpose of Contact
Peak Service Times
Trends in usage andpeak 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
25%
20%
13%
11%
8%
7%
4%4%
3% 2%1% 1% DirectionalLibrary Resources & ServicesTechnology IssueCirculation IssueTools & SuppliesLibrary Policies & ProceduresLibrary StaffBuilding/FacilityLibrary ExhibitsNo categoryLost & FoundCampus ResourcesCollectionsLibrary Operations
Information/Circulation Desk
n=1,591
60%10%
9%
8%
5%3% 3%
Directional
Outside THL
Restroom
Books
Call #
Journals
2802
5th/6th floor
Directions to THL
Printer/copier/scanner
Misc
Total = 400
53%
12%8%
7%
6%3%
3%3%2%
2%
Library Resources & Services
Help finding book/journal
Access issue
Misc resource
Research help
Database help
Request for backup
Library collection
Liaisons services
Misc service
Misc reference
Total=322
The Details – Information/Circulation Desk
72%
17%
4%
3%1%1%
Library Resources & Services
Technology Issue
Library Policies & Procedures
Circulation Issue
Directional
Collections
Library Exhibits
No category
Building/Facility
Backup/Reference
n=765
65%
16%
8%
6%
2%Library Resources & Services
Access to resources
Research help
General reference question
Resource instruction
Liaison services
Misc services
Misc resources
Classes/workshops
Library collections
The Details – Backup/Reference
n=551
Immediate Changes @ 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 ConsiderDifficult 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).
There’s a lot of data.
Nadia J. Lalla, MLISCoordinator, Collections & Information ServicesTaubman Health Sciences LibraryThe University of MichiganAnn Arbor, [email protected]
Contact Information
Deborah Lauseng, AMLSCoordinator, Liaison ServicesTaubman Health Sciences LibraryThe University of MichiganAnn Arbor, [email protected]
Erin Kerby, MSIVeterinary Medicine LibrarianVeterinary Medicine LibraryThe University of Illinois at [email protected]