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Friday November 5, 2010 Throw out the hash marks! Dig deeper with reference statistics Christian DeLay & Margot Hanson Hawaii Library Association Conference Royal Hawaiian

Throw out the hash marks! Dig deeper with reference statistics

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Accompanying handout at http://tinyurl.com/delayhanson. Hawaii Library Association Conference, Nov 5, 2010. Free, open-source, or low-cost tools can give you reports about frequency of questions, types of questions, history of responses, and more. Logs of reference interactions provide FAQs tailored to patron questions, and we can learn from the expertise of our colleagues by building on their responses to similar questions.

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Page 1: Throw out the hash marks! Dig deeper with reference statistics

Friday November 5, 2010

Throw out the hash marks! Dig deeper with reference statistics

Christian DeLay & Margot HansonHawaii Library Association ConferenceRoyal Hawaiian

Page 2: Throw out the hash marks! Dig deeper with reference statistics

Does this sound familiar?

Due to budget cuts, the administration proposes eliminating reference services past 5pm.

How can we demonstrate the necessity of evening coverage?

Page 3: Throw out the hash marks! Dig deeper with reference statistics

Does this sound familiar?

We have a patron who didn’t receive articles the librarian on a previous shift sent him.

How do I recreate the search results?

Page 4: Throw out the hash marks! Dig deeper with reference statistics

Does this sound familiar?

We just hired a new librarian and need him to start solo on the reference desk ASAP.

How do we educate him regarding the types of questions we commonly receive?

Page 5: Throw out the hash marks! Dig deeper with reference statistics

Does this sound familiar?

My co-worker is the expert in this subject area, but she’s not here today.

How can I answer the reference question?

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Page 7: Throw out the hash marks! Dig deeper with reference statistics

New & Improved Reference Stats!

We’re going to talk about LibStats, a free, open-source tool that we use to track reference statistics at Golden Gate University.

We’ll show you how we’ve used it and how it could be useful to you!

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Itty bitty text;try the online

demo![see your handout]

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What can LibStats do for you?

Assessment

Continuity of service

Training resource

Knowledge base

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Assessment

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QuestionFormat Questions

Percentage

Email 80 10.60%

IM 78 10.30%

In person 444 58.70%

Phone 155 20.50%

Totals 757 100.10%

Questions by Question Format05-02-2010 through 08-21-2010

Data collected & processed by Aira Lipson, Golden Gate University

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Questions by Question Formatprogression of use since IM

introduced

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HourQuestion

sPercentag

e

10 - 11 AM 39 4%

11 - 12 PM 90 9.20%

12 - 1 PM 95 9.70%

1 - 2 PM 98 10%

2 - 3 PM 95 9.70%

3 - 4 PM 138 14.10%

4 - 5 PM 132 13.50%

5 - 6 PM 100 10.20%

6 - 7 PM 98 10%

7 - 8 PM 56 5.70%

8 - 9 PM 30 3.10%

Totals 976 99.70%

Questions by Time of Day01-06-2010 through 04-16-2010

Data collected & processed by Aira Lipson, Golden Gate University

Page 16: Throw out the hash marks! Dig deeper with reference statistics

Continuity of Service

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Page 18: Throw out the hash marks! Dig deeper with reference statistics

Training Resource &

Knowledge Base

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Reference Portal

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Thank you!Questions?

[email protected] [email protected]

handout online: tinyurl.com/delayhanson

slides: slideshare.net/muumuulibrarian