Goal and Plan
Goal:
Plan:
Convince you to record details of all your reference transactions
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 http://code.google.com/p/libstats/
 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, e-mail, 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

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

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

 January 3, 2007 through May 3, 2007
 1,000 entries examined to create topic codes
 4,674 questions coded, blank entries not included

 Measure of user awareness
 Determine level of specificity
 A priori scheme better suited for future analysis

Known item request
Topic research
Item not on shelf
5
11
28

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

250
200
150
100
50
0
Code Frequency by Month
Topic Research
1 2 3
Month
4

250
200
150
100
50
0
Code Frequency by Month
Known Item Requests
1 2 3
Month
4

70
60
50
40
30
20
10
0
Code Frequency by Month
How to Print & Color Printing Questions
1 2 3
Month
4

Code Frequency by Day
Known Item Request
200
180
160
140
120
100
80
60
40
20
0
Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Code Frequency by Day
Technical Problems
16
14
8
6
12
10
4
2
0
Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Code Frequency by Day
Hours
8
7
6
5
4
3
2
1
0
Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Code Frequency By Half Hour
Known Item Requests
60
50
40
30
20
10
0
8:
00
A
M
9:
00
A
M
10
:0
0
A
M
11
:0
0
A
M
12
:0
0
P
M
1:
00
P
M
2:
00
P
M
3:
00
P
M
4:
00
P
M
5:
00
P
M
6:
00
P
M
7:
00
P
M
8:
00
P
M
9:
M
00
P
10
:0
0
P
M

Code Frequency By Half Hour
Topic Research
50
45
40
35
30
25
20
15
10
5
0
8:
00
A
M
9:
00
A
M
10
:0
0
A
M
11
:0
0
A
M
12
:0
0
P
M
1:
00
P
M
2:
00
P
M
3:
00
P
M
4:
00
P
M
5:
00
P
M
6:
00
P
M
7:
00
P
M
8:
00
P
M
9:
M
00
P
10
:0
0
P
M

Code Frequency By Half Hour
How to Print
20
18
16
14
12
10
8
6
4
2
0
8:
00
A
M
9:
00
A
M
10
:0
0
A
M
11
:0
0
A
M
12
:0
0
P
M
1:
00
P
M
2:
00
P
M
3:
00
P
M
4:
00
P
M
5:
00
P
M
6:
00
P
M
7:
00
P
M
8:
00
P
M
9:
30
P
M

1
0
4
3
2
6
5
Hourly Code Frequency
8:00 AM

Hourly Code Frequency
12:30 PM
45
40
35
30
25
20
15
10
5
0
Known Item Topic
Research
Technical
Assistance
Scanner How to Print Call Number
Help

35
20
15
10
5
30
25
0
Hourly Code Frequency
8:00 PM
Known Item Topic Research Technical Assistance Call Number Help

Hourly Code Frequency
10:00 PM
16
14
12
10
8
6
4
2
0
Known Item Topic
Research
Technical
Assistance
Catalog
Instruction
Scanner Call Number
Help

Known Item Request
Topic Research
Technical Assistance
Call Number Help Request
How to Print (b&w/color)
782
706
624
283
200

 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), 28-30 .

“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), 298-315.

http://pegasuslibrarian.blogspot.com/2006/10/making-reference-desk-statistics-fun.html

https://online.ksu.edu/Survey/PublicReport?offeringId=70782

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

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
 Updates added continually
 Training sessions held on case by case basis for new staff along with yearly refresher sessions for returning Help Desk staff

“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


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

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

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 542 - 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: 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
Q: questions about
APA style and electronic resources
A: suggested where to find more information on citation style for eresources (OWL at
Purdue)

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

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

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

 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

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.

Data:
IM questions by time
16
8
6
4
2
0
14
12
10
Time
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.

Data:
Monday
140
120
100
80
60
40
20
20
0
8
70
9
112
106
86
10 11 12
94 95
1
117
2
Hour
3
98
4
65
5
42
47 47
45
6 7 8 9

Data:
Tuesday
160
140
120
100
80
60
40
46
20
0
8
58
9
102
10
136
11
100
12
74
1
111
2
Hour
98
3
81
4
69
5
51
47
57
6 7 8
77
9

Data:
Wednesday
120
111
100
80
88
93
95
93
84
82
60
40
24
20
0
58
37
27
42
52
43
8 9 10 11 12 1 2
Hour
3 4 5 6 7 8 9

Data:
Thursday
140
120
100
80
60
40
27
20
0
8
80
9
91
123
10 11 12
79
106
97
89
98
75
1 2
Hour
3 4 5
38
36
40 41
6 7 8 9

Data:
Friday
120
100
80
60
40
20
0
25
8
58
9
87
77
105
88
10 11 12
Hour
1
67
2
56
3
46
42
4 5

Data:
Saturday
25
20
15
10
5
0
50
45
40
35
30
29
9
44
10
35
11
31
12
28
1
Hour
34
2
44 44
3 4
21
5

Data:
Sunday
40
30
20
10
0
80
70
60
50
52
1
50
2
43
3
57 57
4 5
Hour
62
6
36
7
46
8
71
9

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 8 -10 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:
Tech Questions
35
30
25
20
15
10
5
0
M on
8
M on
1
2
M on
4
M on
8
Tu es
1
0
Tu es
2
Tu es
6
W ed
8
W ed
1
2
W ed
4
W ed
8
Th ur s
10
Th ur s
2
Th ur s
6
Day and Hour
Fr i 8
Fr i
12
Fr i
4
S at
1
1
S at
3
S un
3
S un
7
Answer: Monday, Tuesday, and Thursday 10-3

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