Goal and Plan Goal: Convince you to record details of all your reference transactions Plan: 1. Show you how easy it is to do this 2. Describe benefits * For instruction * For training and evaluation * For management decisions 3. Answer your questions 4. Closing remarks

Our Story July 2006: Hired 4 new reference staff. Aug. 2006: Begin an assault on paper. Sept. 2006: Explore options for recording stats on computer. Oct. 2006: Discover LibStats, install it, begin testing. Jan. 2007: Begin recording all Hale Library Help Desk and Ask A Librarian transactions in LibStats.

LibStats 101 Open Source from University of Wisconsin Requires PHP enabled server Web-based database Multiple people can use it simultaneously Requires username and password to use Extremely easy to use!

How we use LibStats Login from both staff computers each morning and leave it open until closing time. Record every question we receive In person at the Hale Library Help Desk. Through our Ask A Librarian phone, , and IM service.

A Closer Look at LibStats Select an entry from each box, and type your initials.

A Closer Look at LibStats Then record information about the question and the answer.

A Closer Look at LibStats The transaction will then appear in the list below the entry form. The date and time are added automatically.

A Closer Look at LibStats You can edit or delete a transaction by clicking it’s number.

Benefits of Recording So Much Data It’s fun to read (honest!) It’s educational It helps improve services

Insight from Libstats for Instruction

Spark Conversation between a programmer, the instruction coordinator, and an instruction resident Occurred when looking at digital projects regarding Instruction as a whole

Idea Questions in Libstats hold valuable information that can help guide instruction efforts.

Data and Coding January 3, 2007 through May 3, ,000 entries examined to create topic codes 4,674 questions coded, blank entries not included

Data and Coding Measure of user awareness Determine level of specificity A priori scheme better suited for future analysis

Example Codes Known item request5 Topic research11 Item not on shelf28

Example Question

Coded Questions

Findings

Results – Grouped Codes “Not Representative” includes entries that do not represent K-State users such as questions from vendors.

Code Frequency by Month

Code Frequency by Day

Code Frequency By Half Hour

Hourly Code Frequency

Most Frequent Codes Known Item Request782 Topic Research706 Technical Assistance624 Call Number Help Request283 How to Print (b&w/color)200

Challenges Referrals are not adequately captured in this analysis. Exporting problems with hard returns. 689 empty entries 150 entries were too vague to classify Example: find book Not true needs—only those that asked questions

Staff Training and Evaluation

Are other libraries using a web-based tracking system for reference staff training? Survey comments from Hale Library Help Desk staff Staff Training Reference Reflection & Assessment

Are other libraries using this type of tool for staff training? Barton, E, & Burns, A. (2006). “Ref Logs Now” Library Journal, 131 (16), “I know this question came up last semester, but I can’t remember the best sources to use” Smith, M. (2006). “A Tool for All Places: a Web-Based Reference Statistics System” Reference Services Review, 34 (2),

What are other librarians saying?

Survey

What do you like about Libstats? I like that there is a record of the actual transaction, and you can learn from what other people have done. I like that Libstats is keyword searchable and you can look up your own initials to see all the transactions you’ve entered. Search to find answers to frequently asked questions

Training Staff to use Libstats “It's easy to use” Staff Survey Response Recording Reference Transactions guide was created and posted to General Reference wiki Recording Reference Transactions Updates added continually Training sessions held on case by case basis for new staff along with yearly refresher sessions for returning Help Desk staff

Staff Training “I think it’s (Libstats) useful to know what has been going on, especially if there are ongoing or similar questions. Also, it’s a learning tool because sometimes people give different answers than I would.” Staff Survey Response

Training Perspectives on Libstats Determine training needs and strengths of reference staff Learn how to handle certain types of questions See how others answer similar questions Form of staff communication Use for reference evaluation Allows collaborative learning

Training Needs

Strengths

Answer Certain Types of Questions Scavenger hunts Class assignments Known Problems/Issues

Scavenger Hunts Q: Where can I find the volume and issue numbers for Jan.-March 1983 issues of Time? Is the microfilm collection stored in alphabetical or call number order? How can I find out the major headline on the New York times for December 8, 1941? A: v. 121, no. 1 thru v. 121, no. 13/call number order/Microforms (3rd Floor, Hale) *Note: this is a Speech "scavenger hunt" assignment we also got thru IM last week.

Class Assignments “ Use in case of recurring class project questions ” Libstats Survey Response Q: Marketing class assignment MKTG looking for industry info using list of sources from instructor A: student was looking for U.S. Market Trends and Forecasts - it is in Stacks due to old age. We looked at the Marketing & Int'l Business subject guide page. Used Business and Company Resource Center, Industry: Child Care - had some more recent info that looked helpful. She also used ABI/Inform for articles.

Known Issue/Problem “See if there have been any computer or technical problems” Libstats Survey Response Q: What does it mean when the Cash to Chip machine says "Card is Mute"? A: Not sure--anyone know this? [Yes - from staff member X - it means that their chip is bad. Sometimes you can fix it by rubbing it with a piece of cloth, such as your shirt. Cotton seems to work best. But if that doesn't work, they need to go to the ID card center and get a new one]

Similar Question, but Different Answer Q: questions about APA style and electronic resources A: suggested where to find more information on citation style for e- resources (OWL at Purdue) Q: How do I do in-text citations in APA? A: I referred her to the APA citation manual and showed her the section in chapter 3 that addresses in-text citations. Q: how to cite information from a website in APA style A: used APA manual, plus examples on APA web page, plus KSUL APA guide under Citing Resources

Evaluation: Reference Batting Practice Group Discussion and Reflection Grand Slam, Home Run, Strike Out, Bunt, Ball

Personal

Colleagues

Subject Librarian Assessment “To see what types of questions are being asked, whether any are from my departments, and how questions are being answered” Staff Survey Response Subject librarians read and evaluate questions answered by other library staff Discuss questions/answers as a group or individually to provide training in subject area of need

Collaborative Learning Batting Practice Subject Librarian Sessions Dialogue, Reflection, Assessment What can we do differently? Challenge Assumptions New Collective Knowledge

Future Training Considerations Utilize more controlled vocabulary or codes in the question/answer areas for more refined search capability Create FAQS for future training purposes based on actual Libstats questions Have subject librarians create stock answers to common questions

Management Decisions A wealth of reference data can help management: Identify opportunities for improving services Determine when and how to staff service points

Service Improvement: Helping Patrons Pay for Printing Before LibStats: Anecdotal evidence Lack of awareness of magnitude of problem

Service Improvement: Helping Patrons Pay for Printing LibStats helped document the problem:

Service Improvement: Helping Patrons Pay for Printing LibStats helped document problem:

Service Improvement: Helping Patrons Pay for Printing Danielle worked with the printing system managers to create a special printing account.

Service Improvement: Fax Machine Hale library had fax machine until mid March Question: Should we get one? Answer: Search LibStats for “fax machine” to assess extent of need.

Service Improvement: Fax Machine

Service Improvement: Other Examples Change machine LibStats documented need for machine offering change for bills larger than $5 Scanner settings LibStats supported request for change to default settings on our scanners Future possibilities Collection Development Changes to Website

Staffing Decisions LibStats automatically records time, date, and day of week for every transaction.

Staffing Decisions LibStats includes seven report options:

Staffing Decisions Data Dump is best for complex analysis Step 1: Save the data to your computer.

Staffing Decisions Step 2: Open Excel Step 3: Import the data

Staffing Decisions Text Import Wizard opens. Select delimited file.

Staffing Decisions Indicate that commas are used for the delimiter.

Staffing Decisions Click Finish. Import Data box will appear. Select Existing Worksheet.

Staffing Decisions

Danielle has been using the data to answer several questions: When to staff IM off the desk When to have two staff at desk versus one. When to experiment with closing Reception Desk At what times is it most essential to have staff with technical expertise?

When to staff IM off the desk Question: When is IM service slow enough between 8-5 M-F to staff from the Hale Library Help Desk? Analysis: 1.Sort data by question format 2.Sort IM by day of week, then by time 3.Count number of IM transactions for each hour of each day.

When to staff IM off the desk Data: Decision: staff IM off desk 10-5 M-F

When to single staff the desk Question: When is the Hale Library Help Desk slow enough to have just one staff person working there? Analysis: 1.Sort data by day of week, then by time 2.Create a separate worksheet for each day. 3.Count number of transactions for each hour for each day.

When to single-staff the desk Data:

When to single-staff the desk Data:

When to single-staff the desk Data:

When to single-staff the desk Data:

When to single-staff the desk Data:

When to single-staff the desk Data:

When to single-staff the desk Data:

When to single-staff the desk Conclusion: The times during which it is most essential to double-staff the desk are 10-3 Monday – Friday.

When to experiment with closing Reception Desk Question: What are the two two-hour periods M-F when the Hale Library Help Desk is slowest? Analysis:Use previous data Decision: Monday & Wednesday am

When should most technically adept staff work the desk? Question: When does the desk receive the most technology related questions? Analysis: 1.Sort data by question type 2.Sort technology and technology referrals by day and then by time. 3.Count total for each day and time.

When should most technically adept staff work the desk? Data: Answer: Monday, Tuesday, and Thursday 10-3

Questions?

Conclusion

Benefits of Libstats Knowledge base Replaced tally sheet and transcribing Compare answers Staff training Informed decision making Targeted and informed instruction resources Improved service