Evaluating Libraries' Business Services


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Presentation for CES Toronto 2013 Evaluation Conference by Moujib Bahri, DBA & Micheline Turnau, M.Sc

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  • What?Runs multiple regressions at the same timeWhy?More than one dependentawareness, use, informeddecision and satisfactionPathanalysisLatent variables (constructs)How?SmartPLS 2.0 software
  • Important to track stage of business
  • Evaluating Libraries' Business Services

    1. 1. CES 2013 Conference: June 11, 2013 Presenters: Moujib Bahri, DBA & Micheline Turnau, M.Sc Evaluating libraries business services
    2. 2. Agenda  Evaluation questions  Evaluation methods  Results  Conclusions/recommendations  Questions
    3. 3. Evaluation questions RQ1. What are the key variables impacting awareness, use and informed decision? RQ2. How do clients make an informed decision? RQ3. Relevance - to what extent is OPL’s Business Services meeting and unmet need?
    4. 4. Resources * Core budget & dedicated funds * Specialized librarian * Network of partner organizations * Resource collections * Computer & business database * Meeting rooms * Branches Activities Networking/ Outreach Creating/ nourishing part, Involvement with the local bus. community Specialized activities Organizing and conducting workshops on various business topics Information provision offering market research and one-on-one consultations Free information Outputs Meetings with current/potent ial partners Membership in business org. Workshops Invitations to subject experts Promotional items Newsletters Market research studies Consultations Reach New and potential entre-preneurs Small business owners Immigrants and new- comers Immediate and intermediate outcomes Awareness of OPL’s business services increase Entrepreneurs and business owners use/re- use OPL’s business services Business services clients make informed decisions : start / grow their business or change their mind Long term outcomes Improving the competitive- ness of SMEs Building a strong Ottawa community Situation Statement: OPL is offering BS to support Ottawa’s economic development. The literature showed that people rarely think of going to the library for BI.
    5. 5. Evaluation Methods Data collection Survey 600 client interactions (emails/flyers) Clients (online) 125 respondents (79 completed) Interviews Staff (face-to-face, phone) 5 staff members Partners (face-to-face, phone) 7 partners Clients (phone) 7 clients Libraries (phone) 2 libraries
    6. 6. Analysis methods Mixed methodologies Quantitative analysis (RQ1. What?) - Descriptive statistics - Partial least square (PLS) method - Means comparison tests Qualitative analysis (RQ2-Q3. How/Relevance?) - Content analysis & synthesis - Nvivo software
    7. 7. Descriptive statistics Variable Demographics Sex Male Female 60.7% 32.9% Age 18-34 35-44 45-54 55 + 10.1% 21.5% 31.6% 36.7% Education High school or less Post secondary - college University 6.3% 43.0% 50.6% Immigrant to Canada Yes No 45.6% 54.4%
    8. 8. Immediate and intermediate outcomes Theoryofchange PathAnalysis + : Positive and significant relationship -: Negative and significant relationship 1 2 4 7 Awareness of OPL’s business services Business services clients make informed decisions : start / grow their business or change their mind Clients’ satisfaction Entreprene urs and business owners use/re-use OPL’s business services + + + +
    9. 9. Focuson Awareness Awareness OPL card Promotion tools Barriers + - + + : Positive and significant relationship - : Negative and significant relationship Website Flyer Business pages on OPL website Workshops Online databases Business assistance by staff
    10. 10. Awareness - Summary Awareness was significantly influenced by: • OPL cards • OPL website & promotional flyers • Number of barriers Key Factors for Awareness: • Networking is key for awareness (referrals) • Identify & engage key target markets • Work with loyal OPL customers to find out what they want • Use innovative approaches to reduce barriers • Develop partnership with Colleges and Universities “They must let people know what services are available” (OPL BS client)
    11. 11. FocusonUse/ Re-Use + : Positive and significant relationship BS use Accessibility + Workshops Business webpages Online resources
    12. 12. Use/Re-Use was significantly influenced by: • Accessibility (space, consultations, business collections, workshops) • Degree of clients awareness “We have good collaboration with the Ottawa Public Library. This helps us to offer more” (OPL partner) Key Factors for Use/Re-Use: • Providing space for networking and business support groups • Tailoring services to specific groups - separate business training for new and old business owners • Embrace diversity of clients Use/Re-use Summary
    13. 13. Focuson Informeddecison Informed decision Staff attitude Satisfaction + + : Positive and significant relationship appropriate helpful prompt Enough time +
    14. 14. Informed Decisions influenced by: • Number of BS used • Staff attitude (appropriate, helpful, prompt, timeliness) Key Factors for Informed Decisions: • Combined support from OPL & partner organizations • Satisfaction is directly related to the decision quality • Stages of starting a business: o Clients with existing business were significantly more aware of the business pages and used more services “The resources I received were immensely helpful in taking me from the idea stage to the planning stage” (OPL client) Informed Decisions - Summary
    15. 15. Final Recommendations Promoting to OPL card holders Increasing accessibility (broaden services, networking, workshops, tailor services) Reducing barriers (location of workshops & business librarians, online registration, timeliness) Innovative web based solutions (webcasts, online video, web materials) Knowledge Exchange – share with other business librarians across Ontario and Canada
    16. 16. Questions?roject.