1. Analyze This! An Iterative Analysis of Reference Statistics Nadia J. Lalla, Erin Kerby, Deborah Lauseng Taubman Health Sciences Library University of Michigan

2. The Three Amigos Deborah Erin (with Alfie) Nadia

3. In the Beginning Original Service Model

4. Does the transaction data support our service model?

5. I Have A Question! Types of Questions Circulation Reference Directional Access Research Citation Management Where Are Questions Asked Integrated Reference/Information Desk Phone Email Office Hours Consultations

6. The Counting Part

7. Year One (June 2010 – July 2011) Monthly statistical nag End of the year statistical beg Ran a basic report (who, what, when, where) Performed a trend analysis

8. Trends in Usage of Service Points Trends in Usage at Service Points

9. Purpose of Contact

10. Peak Service Times

11. Trends in usage and peak services times were as expected.

12. Could a New Service Model Work?

13. Simultaneous Uniform Single Service Point Staffing Reference staff at Information/Circulation Desk Circulation = backup support to reference Requires a higher skill set More expertise Greater knowledge of sources

14. Year Two (June 2011 – July 2012) DeskTracker and Footprints statistics gathering Additional data collection instrument Affinity analysis

15. Problems with Data Collection

16. A New Nag

17. Interpretation is a Fine Art AKA how to drive your SI student insane

18. Information/Circulation Desk n=1,591

19. Total=322 The Details – Information/Circulation Desk

20. Backup/Reference n=765

21. The Details – Backup/Reference n=551

22. Immediate Changes @ THL School of Information students and some backup staff trained on circulation skills. Selected non-SI students trained to provide basic reference assistance for ejournal access issues, citation verification, and basic PubMed/CINAHL searches. Liaisons Librarians delegate all circulation questions and most ejournal access questions. Librarians handle the most difficult reference questions.

23. Library-Wide Changes Changes to types of data collected

24. A A major building renovation Institutional Changes

25. Points to Consider Difficult to separate the question from the cause of the question (i.e., what is the question really about?) Theoretically, access is easier with so much online but …. people still need help with HOW to access ebooks, ejournals, etc. These are not easy transactions. Ongoing reluctance/resistance to enter statistics (librarians) and record details on questions (staff/students). There’s a lot of data.

26. Nadia J. Lalla, MLIS Coordinator, Collections & Information Services Taubman Health Sciences Library The University of Michigan Ann Arbor, MI nadiamar@umich.edu Contact Information Deborah Lauseng, AMLS Coordinator, Liaison Services Taubman Health Sciences Library The University of Michigan Ann Arbor, MI dlauseng@umich.edu Erin Kerby, MSI Veterinary Medicine Librarian Veterinary Medicine Library The University of Illinois at Urbana- Champaign ekerb@illinois.edu