1. Presented by Wendy Abbott Bond University Library
Persuasive Evidence: Improving Customer Service Through Evidence-based Librarianship
Presented by Wendy Abbott
Bond University Library

2. Overview About Bond Case studies
Opening hours
Feature film management
EndNote training
What did we learn about evidence based practice?

3. About Bond Private, not-for-profit university
Approximately 2,700 students (50/50 domestic and international)
4 academic faculties (Business, Health Sciences and Medicine, Humanities and Social Sciences, Law)
2 libraries (Main & Law)

4. Library Quality Processes
Vast quantities of data are gathered to measure performance and assure service standards
Processing turnaround times
Usage surveys
Customer satisfaction surveys
Qualitative data from focus groups, forums, etc.

5. Some quality measures are designed to diagnose problems and prescribe the appropriate response or remedial action required
Others raise issues for which there is no ready made solution

6. For every problem, there is one solution
… which is simple, neat
… and wrong (H.L. Mencken)

7. 1. Case Study on Library Opening Hours
Context
Increasing pressure from students to extend opening hours to 24x7
The issue intensified to a point where a comprehensive approach was needed to find some convincing answers that would inform all stakeholders and help to resolve the issue

8. Research questions
Should Bond University Library increase opening hours to meet student demand?
How realistic is 24 hour opening?

9. Evidence gathered Comparison of opening hours using CAUL statistics
CAUL Survey on 24 hour opening (26 responses)
Literature review
Analysis of feedback and usage patterns
Costing of opening hours options

10. Appraising the evidence
Report to stakeholders based on the evidence with recommended action plans
Consultation with stakeholders leading to agreed decisions
 Recommendation to increase opening hours leading up to exams
 Recommendation to include 24x7 facility in the refurbishment of the Main Library

11. Applying the results
Stakeholders gained a better understanding of the Library’s role in providing a community hub and learning environment
New question defined:
What facilities and services should be included included in a refurbished library?
More research including focus groups, literature reviews, etc.

12. 2. Case Study on Access to Feature Films
Problems
Collection of feature films on DVD and video acquired to support film and TV courses but heavily used by entire Bond community causing perceived lack of availability for FTV staff and students
Complicated call number system and shelf arrangement for feature films

13. Research questions
How can the feature films on DVD and video be organised and managed to maximise access for the Bond community?
Should these resources be more tightly controlled to improve access for FTV staff and students?
What is the most appropriate shelf arrangement?

14. Evidence gathered
CAUL survey of feature film management practices (30 responses)
Literature review
Analysis of loan statistics and lost and missing reports

15. Appraising the evidence & applying the results
Academic staff consulted and a number of changes were implemented:
Manual booking system promoted & an automated system investigated
Feature films re-shelved in title order
Titles most susceptible to theft moved to closed access
Loans policy to be modified

16. 3. Case Study on Supporting Undergrads to Master the Basics of EndNote
Background
Competency in EndNote added to the list of applications that students need to master as part of the University’s core IT course
Library staff called on to assist IT faculty to develop and implement the new initiative

17. Evidence gathered, appraised & applied
Literature review
CAUL survey on EndNote support and teaching practices (34 responses)
Library staff and academics collaborated on the development of the tutorials and mastery tests that students would undertake
Students results on the EndNote mastery test will be analysed

18. The problem refined
A broader question about the impact of teaching EndNote still needs to researched and answered:
How will teaching undergraduate students EndNote impact on their information skills?

19. Other Bond Library examples of EBL in action
Research into options for creating a library portal and a digital repository
Research to improve Library website and catalogue navigation

20. Evaluating our performance
Need to take the time to specify the question – use PICO or SPICE
Evidence base in the literature spread across a wide range of information sources
Lack of transferable results in published studies
Survey methodology could have been more rigorous
Involvement of stakeholders was an essential feature

21. Why use EBL?
“The concept of professional practice built on the explicit and judicious use of current best research findings in making decisions about the performance of the day-to-day role
and where the day-to-day professional work is directed towards demonstrating the tangible impacts and outcomes of sound decision making (Todd, 2003)

22. Many good reasons to use EBL
Capitalise on well established quality processes
Move away from relying on local knowledge and experience
Stimulate innovation and change
As a framework to involve stakeholders
Demonstrate sound decision making

23. Room to improve
We need to develop the skills to effectively carry out EBL
Articulate questions
Undertake research
Appraise evidence
Implement an action plan
Above all we need to create a culture of questioning and reflecting on what we do

24. Q & A