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Technology stats

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  • 1. Pilot Project Report – Technology Stats In order to identify what technology questions circulation is asked, a form was created onAugust 22, 2012 using Google Forms to track instances of “Technology Questions”. This form wasembedded into the student website (figure 1). The website was created by myself and implemented asa training aid and manual for the student workers in August of 2012. Both computers at the Circ. deskwere set up so that the student webpage was the homepage in all browsers. Later in the semester(approximately September 7th) we began using the Reference tracking system (figure 2), created by PaulAsay for the reference department, to track reference questions answered at the Circ. desk. This pagewas also added as a homepage to all browsers. It was discovered during data collection that some staffrecorded technology questions on this system as well. The two data sets were combined for analysis.Figure 1 Student Website Notes fieldAndrea Boehme 2012 Indiana State University 1
  • 2. Figure 2 Reference TrackerData collection was started on August 22, 2012, and the preliminary findings we tallied throughDecember 14, 2012 for a total of 112 days. It should be noted that this is a trial run and that studentsand staff were using the system sporadically; therefore, the data may not provide a true representation.A proposed adaptation of the form to record regular Circulation question is also discussed.Andrea Boehme 2012 Indiana State University 2
  • 3. Condensing ChoicesOriginally, there were 27 choices. These choices were created from a sample page of OIT questionsdistributed by OIT staff member Kristie Bigler in a non-related meeting. Additionally, conversationamongst Circ. colleagues added to the list. Based on responses given during the trial period, the choiceswere condensed into 14. Those choices that had 0% were eliminated or combined with othercategories. They were then sorted from most-to-least asked questions on the form. This configurationwas implemented during Fall break. It is from this version that data is statistically described. Please notethat because the reference tracker only specified “equipment” issues, the data has not been included inthe count for question type. Original Sort # % Condensed SortMicrosoft Word Assistance 22 4 Student Printing - educatedMicrosoft Excel Assistance 2 0 ScannerMicrosoft PowerPoint Assistance 5 1 Student Printer - malfunctioned (describe)Microsoft General Assistance 0 0 Public Copying - educatedPrinting - toner 4 1 Microsoft Office Help (describe)Printing - paper 6 1 Misc. problem (describe)Printing - jammed 7 1 Public Printing - educatedPrinting - wireless 17 3 Public Printer/Copier - malfunction (describe)Printing - not at release station 24 4 Equitrac Machine - educatedPrinting - showed 60 11 Computer Froze/Shut offPrinting - educated 157 29 ISU username/pw problemPublic Printer - showed 16 3 Connecting to wirelessPublic Copier - showed 48 7 Equitrac Machine - malfunctioned (describe)Public Print/Copy - jammed 13 2 Blackboard Issue (describe)Public Print/Copy - toner 0 0Public Print/Copy - paper 0 0Equitrac machine - showed 16 2Equitrac machine - malfunctioned 4 1 Items that have been struck outComputer Froze/Shut off 10 2 are no longer a choice on theComputer Peripherals 2 0 form.Scanner 86 14Connect to wireless 8 2Network Outage 0 0Blackboard issues (please describe) 3 1ISU username/pw problem 11 2Issue with PDF 3 0Misc. 30 5Andrea Boehme 2012 Indiana State University 3
  • 4. Findings Summary  Total questions: 743 (683 from Google form, 60 from Ref stats)  Daily o Average 7 questions per day o Tuesday busiest day with an average 11 questions per day o Saturday slowest with an average .38 questions per day  16 days with 0 questions  10 of those days were Saturdays o Most questions in one day: 25  Hourly (break down based on OIT shift marked in green) Hours Number of Questions Percent 12:01am - 4am 69 9% 4:01am - 7:29am 23 3% 7:30am – Noon 107 14% 12:01pm – 4pm 115 15% 4:01pm- 8:30pm 207 27% 8:31pm – Midnight 233 31%  Comparison With gate count o Hourly Figure 3 o Day Figure 4  Question Type Technology Question Type 2% Student printing - educated 1% 1% 2% Scanner 3% 3% Student printing - malfunctioned Public Copying - educated 5% Equitrac Machine - educated 36% 5% Microsoft Office Help 6% Misc. Prob Public Printing - educated 10% Public Printer/Copier - malfunctioned 15% Compuer froze/shut off 11% ISU u/pw problem Connecting to wireless Equitrac Machine - malfunctionedAndrea Boehme 2012 Indiana State University 4
  • 5. Adding Regular Circulation StatisticsIt has been suggested that in addition to tracking technology questions, we should also track circulationspecific transactions. This practice was previously done by scanning questions into Voyager, but whenthe library changed to Millennium the practice was discontinued due to the limitations of the ILS. Thefollowing options are recommended.  Check in/Check out/ Renew  Reserves  Directional / Referral  Gov Docs  Help Locating Item  Complaint / Suggestion  Billing  Reference  ILLIn addition to these choices, information on the method of communication, and the patron type shouldbe included. The choices for method include: Desk, Circ Phone, On foot, and Staff Phone. The choicesfor Patron Type are: ISU Student, ISU Faculty/Staff, Resident, Rose/Saint Mary, and Other/Unknown.The decision to include checking in and out material was a finicky one. Standard circulation data can beeasily and more efficiently obtained through reports from Millennium. Also having to record everyinteraction can become a hindrance during busy times. So why include it? Because this is new, forcingcirculation staff to record everything could make it become habit sooner. Also, by having more robustinformation on who and how could prove useful. If it is found that all residents are renewing over thephone that may influence policy and training.DiscussionAs mentioned above this was a trial run. Many improvements were made to the system, but there areissues still need to be addressed. The first of which is inconsistency in reporting. During a Circ. meetingwhere these findings were first discussed, many of the staff reported that they often forgot to recordissues. Additionally, circulation student workers may not have consistently reported questions theyanswered. Emphasis on actively recording interactions is a priority.Secondly, is how this should influence OIT desk staffing. The original intent of data collection was toassess the staffing of the OIT desk in the library. As reported above, 31% of questions were between8:30pm and midnight, after OIT has left. While this seems significant evidence for further staffing,examination the questions being asked shows that the need for an OIT trained staff person is notevident. The overwhelming majority of questions are about how to use the printing system. Thesetypes of question are easily answered by circulation staff. Issues pertaining to printer malfunctions (the3rd most reported question) does need to be addressed, however. Late night staff was given basicinstruction on troubleshooting the printers. It was also suggested that circulation could be given a smallemergency supply of toner and paper. This would keep printers from being down for easily fixableproblems. So far paper has been supplied, but toner has not. With these issues addressed, extendingOIT desk hours should not be necessary.Another issue is specific recording issues. Knowing when to record an event and who gets to record it istroublesome. For instance, do you record every time the public printer jams? Do you record every timeAndrea Boehme 2012 Indiana State University 5
  • 6. it jams on the same person? Or if a staff member gets a billing question and refers it to Ali, who isresponsible for recording the issue? Do we only record issue that happen at the desk, or call to staffspecific lines (email?) as well? These are common issues, but need to be addressed and the solutionscommunicated to all staff so that questions are reported accurately.The last issue is how to incorporate the two forms (OIT and Circ). Having one form would be easier forcirculation staff, but may prove frustrating for creating statistics. This becomes a greater concern whenadding in the volume of response created from the Check In/Out data. If the forms are combinedremoval of this choice is advised.Andrea Boehme 2012 Indiana State University 6
  • 7. Figure 3 Time of Day Comparison Return Time of Day Comparison Patrons Questions 35000 100 90 30000 80 25000 70 60 20000 50 15000 40 30 10000 20 5000 10 0 0Andrea Boehme 2012 Indiana State University 7
  • 8. 0 1000 2000 3000 4000 5000 6000 7000 8/22/2012 8/25/2012 8/30/2012 Figure 4 Day ComparisonAndrea Boehme 2012 9/5/2012 9/10/2012 9/15/2012 Extravaganza 9/20/2012 9/25/2012 9/30/2012 10/05/2012 10/10/2012 10/15/2012 Gate Count 10/20/2012 10/25/2012Indiana State University 10/30/2012 Questions Day of Week Comparison 11/05/2012 11/10/2012 11/15/2012 11/20/2012 11/25/2012 11/30/2012 10/05/2012 12/10/2012 12/14/2012 Return 0 5 10 15 20 25 308