Indicators for measuring library resources and services

“ Indicators for measuring library resources and services “ Bente Saxrud BI Norwegian School of Management

Agenda
BI - Facts
Key Questions
Measuring and Evaluation
Statistics
User Survey
Summary
Bergen, 24th September 2010

BI Norwegian School of Management
BI is a private, non-commercial foundation with national and international accreditations
BI has one of Norway’s leading academic environments within the core areas of financial economics, strategic management, marketing, leadership and organization, and innovation and entrepreneurship .

More facts
BI has
19,900 active students of which 52% women and 48% men. 52% study part-time.
750 employees; of which 370 scientific staff and 380 administrative staff
BI realises approximately NOK one billion per year (125,5 mill €)
16% of the budget is government subsidies, 70% is tuition fees. The rest is income from contract research and other sources

Library Research and acad. resources Bergen, 24th September 2010

Visions
BI vision
Academic rigour and relevance positions BI amongst the top business schools in Europe .
Library vision
The Library's academic strength and relevance contributes to make BI a leading European Business Schoo l

Library Vision
An academic library
The Library is to be a knowledge bank for research
- Contribute to research documentation and research dissemination.
- Contribute to facilitating the research process.

Library Vision continued
The digital library: - Relevant communication channels and social technologies.
- A digital library accessible independently of time and space.
A library for learning:
- Training and guidance when the users need it.

The Library
6,500 m²
App. 1400 seats
Staff: 25 librarians, 5 administrative
625,000 visit/year

Resources at disposal
Physical library
Collections
Various working places
Rooms with audio-visual equipment
Information desks
IT-helpdesk
SPSS support
Other services
Interlibrary loan
Book a librarian
Training and online tutorials
Electronic resources
Books, article databases, special databases
Remote access
Information online (Ask a librarian, chat)

Key Questions
What is the Library Mission?
Where is the library in the users hierarchy of needs?
What will be missed if the library disappears?
Measuring or evaluation?
How to promote value of the library?

Measuring and Evaluation
Statistics
usage
activity
Indicators
user behaviour
User surveys
User contact
ROI
Benchmarking
Bergen, 24th September 2010 We need both measuring and evaluation!

Closer look
Statistics:
web statistics
user statistics
User contact
User surveys;
level of satisfaction

The Users
Who are the users?
What are their needs?
Where are they?

The Digital Library
Library web pages
Article databases
Special databases
E-books
Electronic handouts
Online services
Online tutorials
Self service
Social networks

The Digital Library - General
We need information about:
visits
user information
user behaviour
We need to analyze
to get information about activity
to uncover sources of error
to adjust the offer

Web statistics
Visits
Views
Average time viewed
Paths
“ Top 20”
Pages with the least visits

Web statistics - Questions
Which pages are most and least visited?
Difference between the user groups?
How is the user behaviour?
When was the news released?
Are all the web pages counted correctly?

Databases
Different types of databases need different types of statistics
Example 1:
Journals/E-books (full-text)
search
downloaded and opened articles
Hits are not interesting

Databases
Example 2:
Special databases (e.g. Statistics, Company information, Finance, Law):
- logons
- ”jobs”
Number of variables is not interesting

Databases - Challenges
Do we get the correct numbers?
Not counter compliant statistics from one year to another from the same vendor
The database is primarily for business use - not for libraries
Is this the most appropriate database?

Numbers may not tell the truth …
Decreased use is not always negative
improved search tools
more qualified user
another user group
research projects (limited time)
Low use is not necessarily equal to minor resource
High use – low satisfaction (and low use – high satisfaction)

Guidance
We have to be there!
Information desk
Ask the library
Book a librarian (skype or phone)
Online tutorials
Self check
Telephone
Chat
Training
Social networks

Guidance and Service
Not easy to count
Not easy to tell how important it is
Not easy to tell the impact on the results
Not easy to evaluate the quality of the answers
What is enough service?
Did they really get what they wanted??

Evaluations
User contact
dialogue meetings
focus groups
contact librarians
User surveys
user satisfaction surveys

User Surveys/contact – do they tell the truth?
Level of satisfaction
do they find what they need?
is this the proper database for their subject?
do they know the content of the database?
Impact on the work?
Database use: why - why not ?
User surveys give qualitative information! But: You have to ask the right questions! Bergen, 24th September 2010

LibQUAL +®
LibQUAL+® is a web-based survey that helps libraries assess and improve library services
Offered by: Association of Research Libraries (ARL)
More than 1,000 libraries have participated in LibQUAL+®
The survey is evolved from a model based on the SERVQUAL instrument, a tool for assessing service quality in the private sector.
www.libqual.org

LibQUAL +®
22 core questions
3 questions about general satisfaction
5 questions about Information literacy – outcome
3 questions about library use
A free text comment box
Demographic questions

LibQUAL +® – Core Questions
Affect of service
Information control
Library as place
Every question; three answers:
perceived level
minimum level
desired level
The answers are given on a scale from 1-9 or N/A

User Survey: LibQUAL +® Bergen, 24th September 2010

User Surveys/contacts
Will give you: qualitative information
More detailed information
Not-countable information

The Library is closed….
What will be missed?
among other things:
purchasing
organizing and adjusting the resources for retrieval
training and guidance
service
librarian competence

How to promote value of the Library?
Attractive collections and offers
Facilitate for easy retrievals
High level of service
Continually assessment
New services
Cooperation
Facilitate for self service
Marketing
Good feedback from the users!

Don’t forget !
We live in a knowledge society
The library exists because there is a need for the service we provide.

“ Information literacy is knowing when and why you need information, where to find it and how to evaluate, use and communicate in an ethical manner” (Chartered institute of Library and Information Professionals 2004)

Good Luck!! Bergen, 24th September 2010

Indicators for measuring library resources and services

by Chr. Michelsen Institute, CMI

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