Technology stats

Andrea Boehme 2012 Indiana State University 1

Pilot Project Report – Technology Stats In order to identify what technology questions circulation is asked, a form was created on

August 22, 2012 using Google Forms to track instances of “Technology Questions”. This form was

embedded into the student website (figure 1). The website was created by myself and implemented as

a training aid and manual for the student workers in August of 2012. Both computers at the Circ. desk

were set up so that the student webpage was the homepage in all browsers. Later in the semester

(approximately September 7th) we began using the Reference tracking system (figure 2), created by Paul

Asay for the reference department, to track reference questions answered at the Circ. desk. This page

was also added as a homepage to all browsers. It was discovered during data collection that some staff

recorded technology questions on this system as well. The two data sets were combined for analysis.

Figure 1 Student Website

Notes field


Figure 2 Reference Tracker

Data collection was started on August 22, 2012, and the preliminary findings we tallied through

December 14, 2012 for a total of 112 days. It should be noted that this is a trial run and that students

and staff were using the system sporadically; therefore, the data may not provide a true representation.

A proposed adaptation of the form to record regular Circulation question is also discussed.


Condensing Choices Originally, there were 27 choices. These choices were created from a sample page of OIT questions distributed by OIT staff member Kristie Bigler in a non-related meeting. Additionally, conversation amongst Circ. colleagues added to the list. Based on responses given during the trial period, the choices were condensed into 14. Those choices that had 0% were eliminated or combined with other categories. They were then sorted from most-to-least asked questions on the form. This configuration was implemented during Fall break. It is from this version that data is statistically described. Please note that because the reference tracker only specified “equipment” issues, the data has not been included in the count for question type.

Original Sort # % Condensed Sort

Microsoft Word Assistance 22 4 Student Printing - educated

Microsoft Excel Assistance 2 0 Scanner

Microsoft PowerPoint Assistance 5 1 Student Printer - malfunctioned (describe)

Microsoft General Assistance 0 0 Public Copying - educated

Printing - toner 4 1 Microsoft Office Help (describe)

Printing - paper 6 1 Misc. problem (describe)

Printing - jammed 7 1 Public Printing - educated

Printing - wireless 17 3 Public Printer/Copier - malfunction (describe)

Printing - not at release station 24 4 Equitrac Machine - educated

Printing - showed 60 11 Computer Froze/Shut off

Printing - educated 157 29 ISU username/pw problem

Public Printer - showed 16 3 Connecting to wireless

Public Copier - showed 48 7 Equitrac Machine - malfunctioned (describe)

Public Print/Copy - jammed 13 2 Blackboard Issue (describe)

Public Print/Copy - toner 0 0 Public Print/Copy - paper 0 0 Equitrac machine - showed 16 2

Equitrac machine - malfunctioned 4 1

Computer Froze/Shut off 10 2

Computer Peripherals 2 0

Scanner 86 14

Connect to wireless 8 2 Network Outage 0 0 Blackboard issues (please describe) 3 1 ISU username/pw problem 11 2 Issue with PDF 3 0 Misc. 30 5

Items that have been struck out are no longer a choice on the form.


Findings Summary Total questions: 743 (683 from Google form, 60 from Ref stats)

Daily o Average 7 questions per day o Tuesday busiest day with an average 11 questions per day o Saturday slowest with an average .38 questions per day

16 days with 0 questions 10 of those days were Saturdays

o Most questions in one day: 25

Hourly (break down based on OIT shift marked in green)

Hours Number of Questions Percent

12:01am - 4am 69 9%

4:01am - 7:29am 23 3%

7:30am – Noon 107 14%

12:01pm – 4pm 115 15%

4:01pm- 8:30pm 207 27%

8:31pm – Midnight 233 31%

Comparison With gate count o Hourly Figure 3 o Day Figure 4

Question Type

36%

15% 11%

10%

6%

5%

5%

3% 3%

2%

2% 1% 1%

Technology Question Type

Student printing - educated

Scanner

Student printing - malfunctioned

Public Copying - educated

Equitrac Machine - educated

Microsoft Office Help

Misc. Prob

Public Printing - educated

Public Printer/Copier -malfunctionedCompuer froze/shut off

ISU u/pw problem

Connecting to wireless

Equitrac Machine - malfunctioned


Adding Regular Circulation Statistics It has been suggested that in addition to tracking technology questions, we should also track circulation

specific transactions. This practice was previously done by scanning questions into Voyager, but when

the library changed to Millennium the practice was discontinued due to the limitations of the ILS. The

following options are recommended.

Check in/Check out/ Renew

Directional / Referral

Help Locating Item

Billing

ILL

Reserves

Gov Docs

Complaint / Suggestion

Reference

In addition to these choices, information on the method of communication, and the patron type should

be included. The choices for method include: Desk, Circ Phone, On foot, and Staff Phone. The choices

for Patron Type are: ISU Student, ISU Faculty/Staff, Resident, Rose/Saint Mary, and Other/Unknown.

The decision to include checking in and out material was a finicky one. Standard circulation data can be

easily and more efficiently obtained through reports from Millennium. Also having to record every

interaction can become a hindrance during busy times. So why include it? Because this is new, forcing

circulation staff to record everything could make it become habit sooner. Also, by having more robust

information on who and how could prove useful. If it is found that all residents are renewing over the

phone that may influence policy and training.

Discussion As mentioned above this was a trial run. Many improvements were made to the system, but there are

issues still need to be addressed. The first of which is inconsistency in reporting. During a Circ. meeting

where these findings were first discussed, many of the staff reported that they often forgot to record

issues. Additionally, circulation student workers may not have consistently reported questions they

answered. Emphasis on actively recording interactions is a priority.

Secondly, is how this should influence OIT desk staffing. The original intent of data collection was to

assess the staffing of the OIT desk in the library. As reported above, 31% of questions were between

8:30pm and midnight, after OIT has left. While this seems significant evidence for further staffing,

examination the questions being asked shows that the need for an OIT trained staff person is not

evident. The overwhelming majority of questions are about how to use the printing system. These

types of question are easily answered by circulation staff. Issues pertaining to printer malfunctions (the

3rd most reported question) does need to be addressed, however. Late night staff was given basic

instruction on troubleshooting the printers. It was also suggested that circulation could be given a small

emergency supply of toner and paper. This would keep printers from being down for easily fixable

problems. So far paper has been supplied, but toner has not. With these issues addressed, extending

OIT desk hours should not be necessary.

Another issue is specific recording issues. Knowing when to record an event and who gets to record it is

troublesome. For instance, do you record every time the public printer jams? Do you record every time


it jams on the same person? Or if a staff member gets a billing question and refers it to Ali, who is

responsible for recording the issue? Do we only record issue that happen at the desk, or call to staff

specific lines (email?) as well? These are common issues, but need to be addressed and the solutions

communicated to all staff so that questions are reported accurately.

The last issue is how to incorporate the two forms (OIT and Circ). Having one form would be easier for

circulation staff, but may prove frustrating for creating statistics. This becomes a greater concern when

adding in the volume of response created from the Check In/Out data. If the forms are combined

removal of this choice is advised.


Figure 3 Time of Day Comparison Return

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Day of Week Comparison

Gate Count Questions

Documents

Technology stats