Program of Managing with Evidence
081909, 082609, 091109 ]
PROPOSAL DRAFT [dnitecki, kkupiec, kbauer
Sound managerial practice calls for data to inform decision making. With greater needs for
accountability and a desire to communicate the accomplishments and value of the Library to
various stakeholders, library managers and staff will benefit from having meaningful, accurate,
and a convenient approach to find data about the Library's operations, processes, and client
perspectives. Currently it is difficult for managers to rely on data for decision making due to a
number of barriers: perceived lack of time to gather data, lack of confidence in knowing what
data are needed and how to gather them, lack of standardized metrics essential for comparison
and analysis across Library units, and complexities created by multiple systems used to create,
store and retrieve information.
To address these challenges, the Program of Managing with Evidence is envisioned
to develop and foster a culture whereby decision making is based on relevant, easily accessible,
and accurate data.
The program will develop an essential coordinated managerial information system, staff training
and coaching about principles and best practices related to effective gathering and utilization of
data, and policies that govern effective use and reporting of data about the Library.
Development of this program will involve the following strategies, with an initial demonstration
of concept within the public services but potential to expand for other activities with the YUL.
The program will be initiated under the shared leadership of Katie Bauer and Karen Kupiec, with
engaged sponsorship of Danuta Nitecki.
Mission:
The program of Managing with Evidence exists to enable Library managers and staff to make
decisions about public services based on relevant and accurate data.
Vision
Managers increasingly need accurate information to make choices about resource allocations, service and
operational priorities, strategies for advocacy and marketing, and accounting for outcomes and
expenditure of resources. Decision making requires a managerial culture where such choices are made
rationally, decision-makers are confident in their knowledge of how to effectively manage with data and
other acquired evidence, and easy mechanisms to collect, organize, and retrieve data are conveniently
available to managers across the Library.
Values
We are guided by values of
 Data-driven service management – applying an understanding of our diverse
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constituents [their needs, behaviors and expectations], workflow efficiencies, and costs of
managerial decisions.
Data integration -- recognizing differences and interdependencies in service delivery require
gathering and using comparable data.
Service improvement – believing that reliable and valid data are necessary to inform decisions to
continually improve service quality and customer satisfaction.
Innovativeness – embracing creativity through proactive collaboration and communication
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Empowerment – providing training and guidance, as well as convenient and timely data to make
decisions to manage public services
Quality – through use of data, striving to balance managers' accountability for making excellent
decisions, reader expectations for service quality, and information about cost-effective processes
Ethical practice -- adhering to high standards of ethical use of data, respecting established
requirements related to research using human subjects and professional practices related to the
integrity of collecting and reporting data.
Constant Change – acknowledging the ever changing environment, ensure ongoing
reassessment of user behavior
Proposed program objectives 2009-11:
Objective I: Demonstrate the benefits of a systematic approach to manage with evidence
through incorporation of data in the planning, monitoring and improving of public services
programs.
Goal 1: By end of 2009, identify an example of how existing data are gathered to monitor LSF
operations and have been used to project staffing needs.
Goal 2: By end of 2009, identify a key access service delivery standard and associated metrics
to monitor Library wide degree of success in meeting it within the Library Access Integration
Services program.
Goal 3: By end of 2009, identify one or more metrics to identify the impact of at least one
Library Research Education program activity on raising awareness of undergraduate students to
master xxx skills in using information resources provided by the Library.
Goal 4: By end of 2009, identify data to measure the extent to which the Library's web pages
meet usability standards.
Goal 5: In January 2010, prepare and deliver a presentation to at least PSMC members and other
managers within public services using these examples to illustrate benefits of this managerial
approach.
Objective II: Educate staff to understand established applied research protocols for identifying
the purpose for seeking problem-solving information, techniques to gather data, and managerial
best practices to utilize evidence for decision making.
Goal 1: Develop by May 2010 an understanding of the applied research cycle from identification
of the problem to utilizing data for decisions among at least 50% managers and staff responsible
for making decisions affecting public services.
Goal 2: Review at least once a year ethical and legal requirements for gathering and using data
involving human subjects.
Goal 3: Introduce established protocols and provide training opportunities to understand basic
data gathering methodologies; in fy10 offer at least one hands-on session each about designing
and conducting surveys, interviews [group and individual], and transaction log analysis.
Objective III: Develop a system that offers convenient, easy to use, access to data gathered
about the Library's key public services, including user behavior, expectations and perceptions;
costs and delivery of service performance; and degree of success and trends in meeting service
standards.
Goal 1: By November 2009, develop specifications identifying requirements for system
performance linking diverse data sources e.g. Orbis, Borrow Direct, GFA/LSF, GPS systems,
ILLiad and other external sources both at Yale and other institutions. The system must be robust
enough to accommodate expanding needs.
Goal 2: Identify and review available management information system options, including
CountingOpinions, Share Point, and in-house development, and recommend a cost-effective
system for use in YUL by March 2010.