1. October 28, 2004 Friends of Mabee Library Analysis of WOREP Results for Mabee Library

2. October 28, 2004 Friends of Mabee Library WOREP Statistical Profile 17-page report Some reported results were answers to single questions on the form; others correlated answers between questions Comparisons given for libraries of similar size, all academic libraries, and the previous top-scoring library

3. October 28, 2004 Friends of Mabee Library

4. October 28, 2004 Friends of Mabee Library Sample Size 240 forms distributed 201 were useable – 39 had incomplete data on either patron or librarian forms 169 transactions were mediated questions – 32 were specific-item questions

5. October 28, 2004 Friends of Mabee Library Demographics 53% of all transactions were with upper-level undergrads (43% in peer group; 39% in all academic libraries) 60% were faculty, grad students, or upper-level undergrads (63% peer; 59% all) Mabee had significantly fewer transactions with grad students

6. October 28, 2004 Friends of Mabee Library Summary Results Mabee Library provides more satisfactory reference service than either of the comparison groups In some categories, Mabee’s score exceeded that of the previous top- scoring library Mabee reference staff spent more time with each patron

7. October 28, 2004 Friends of Mabee Library Positive Results 73% of users found exactly what was wanted (61% peer institutions, 58% all academics) 80%, as above, plus those who found approximately what was wanted and were satisfied (73% peer; 70% all)

8. October 28, 2004 Friends of Mabee Library Positive Results (cont’d.) Librarians spent 5 minutes or longer with patrons in 55% of transactions (26% peer; 25% all) Transactions over 15 minutes slightly exceeded previous top-scoring library (18% to 17%)

9. October 28, 2004 Friends of Mabee Library Positive Results (more) Patrons’ reports of problems were significantly lower in nearly all categories Our score in “only partly satisfied or not enough explanation and help” was much lower than previous top score (1% to 4%)

10. October 28, 2004 Friends of Mabee Library Positive Results (still more) Patrons learned at least 1 new source in 90% of the transactions (83% peer; 84% all) In 98% of the transactions, patron learned something about the library – new top score High percentage of successful transactions in most subject areas

11. October 28, 2004 Friends of Mabee Library Negative Results 10% of patrons received “too much” information (1% peer, 1% all; previous top score, 2%) In 5% of transactions, librarians had difficulty identifying an appropriate subject heading Patrons reported “collection weak or out-of-date” in 14% (7% peer, 8% all)

12. October 28, 2004 Friends of Mabee Library Negative Results (cont’d.) Patrons reported relatively high rates of “less than successful” transactions in some high-volume subject areas Sociology and Social Work (5 of 10 – 50%) Politics and Government (5 of 12 – 42%)

13. October 28, 2004 Friends of Mabee Library What’s Next? Discussion/brainstorming in reference meetings in re improving reference services Mini-workshop on finding appropriate subject headings Refreshers on basic sources in areas where we were weak – possibly others, such as Business or Statistics

14. October 28, 2004 Friends of Mabee Library Future Plans Administer WOREP a second time in Spring 2006, analyze data, and compare to 2004 results Recommend that a new version of WOREP be developed to allow patron comments and report results in a spreadsheet in addition to the Statistical Profile