Created by: Christopher J. Messier Learning Commons Supervisor

This is your home page for LibAnalytics. This is where you can review your past added records. The next step is to click “Add Record(s)” to be able to add a record.

Next, click on the proper Library Location. This is a required field. The next step is to chose a LEAD Scale level from 1-6 This is a required field. From the Add Record(s) page make sure the “Entered By,” drop-down menu presents the correct name. Student, LC Student, SCUA Student, Info Desk Student, SEL Student, CircReserve

The next step is to fill out a Contact Type. Please chose 1 option from the 11 given. After you chose the contact move on to the “Other Interactions” options. You can check either, neither, or both. The Referrals option is to be checked ONLY if you are referring a user to another LIBRARY person or service. The Final step, if needed, is to enter comment about the situation. Once again, it’s only used if needed.

When all other fields are completed you must click “Submit,” or “Submit & Clear.” When you click Submit, the current transaction will be entered to server and all fields will remain as selected. This is useful if you will be submitting many similar transactions. The Submit & Clear button submits the current transaction and then proceeds to clear all fields after submission. ****Be aware that the Submit & Clear button will change the “Entered BY:” to be the name of the person who originally logged onto LibAnalytics.

The LEAD Scale : A six-point sliding scale that captures supplemental data including training, skills, education, effort, teachable moments, knowledge and expertise that occurs during any work function in a library.

The Library is collecting statistics and using the LEAD Scale for numerous reasons. A.To improve our services to users here at the UMass Library: 1.Improve our services and support 2.Improve our staff and student staff training 3.Broaden out staff knowledge of possible questions B.To keep records of daily transactions. 1.Time of day the question(s) were asked. 2.What kind of support was needed. 3.How many users were helped. 4.Where the support was given. C.The LEAD Scale tells us: 1.How complex the question was. 2.The level of training and staffing needed by location and time.

Are you sure you are choosing the correct LEAD Scale #??? When entering records into LibAnalytics, choose carefully from the numbers 1-6 as to the level of the transaction. Use the guide at your desk, or given to you by your supervisor, to determine the correct scale number. The guide will have examples of the levels and sample questions or interactions. Most Student interactions are 1, 2, or 3.

Step 2: Library Service/Location Step 4: Contact type Step 3: LEAD Scale Level Step 6: Use the “Comment on Service,” box to enter any other useful information for the record. You just helped a patron by referring them to a different department in the library… Step 5: Enter any other transactions if necessary. Final step: Click Submit. Step 1: Make sure your “entered by,” name is correct.

These next 6 slides will show you the standard LEAD Scale for all departments. Please read through your department. It might be a good idea to also read through other departments similar to yours.

1) Quick and easy. Interactions that require the least amount of effort; Learned through introductory training, no specialized knowledge, skills or expertise, everyone can answer. Directions Hours Referrals Questions often answered by pointing or providing a library handout.

2) Learned through experience or additional training, no specialized education, customer service considered. Minimal Effort. General Library or Policy information Show how to look up a call number for a known item Find an item on Reserve Help with account set up/logins: ILL Aleph, LUNA, ARTstor, SCUA How to request an item from Five Colleges View patron account Basic hardware and software support ( , save, print, copy, scan, MS office)

3) Answers in this category require some effort and time. Customer service; problem solving, specialized higher education, or equivalent years of experience may be factors. Minimal instruction of the user may be required Library Catalog assistance - author/subject searching, some instruction provided SPIRE Look-ups

4) Interaction may involve teaching others, problem solving; time a factor; multiple resources may be used. Specialized expertise may be a factor.

5) Exceeds routine problem solving, consultation with others, referrals; time a factor; multiple resources used; initiative. Standard poster printer appointment

6) Highly specialized; all other factors come into play; multiple consultations, resources or primary materials used; time a factor; initiative; multiple solutions considered. Ongoing in-depth transactions may be semester long, or longer Advanced poster printing session (formatting and content design)

Thank you for taking time to look at this presentation. I hope this helped you in your LEAD Scale training. If you have any questions, please feel free to ask your supervisor directly. LEAD Scale Tutorial created by: Christopher J. Messier: LC Desk Supervisor Learning Commons.