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Key Performance Indicator For Libraries: Presentation
 

Key Performance Indicator For Libraries: Presentation

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Libraries are much more than brick-and-mortar structures housing collections. They are a vital and important anchor of any community. ...

Libraries are much more than brick-and-mortar structures housing collections. They are a vital and important anchor of any community.

Webbmedia Group has officially released our Key Peformance Indicator Toolkit For Libraries at the Knight Foundation Library Conference. We are making it available to the public along with our presentation deck.

The goal of the Key Performance Indicator (KPI) Report and InfoStat Scorecard is to provide the all libraries with a concrete set of metrics that can be used to measure success in a digital age.

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    Key Performance Indicator For Libraries: Presentation Key Performance Indicator For Libraries: Presentation Presentation Transcript

    • 21st Century Libraries Final report and findings Knight Foundation February 18 | MiamiFebruary 18, 2012 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics Overview Introduction of project, team Our Findings Key Performance Indicators Recommendations Digital Project Ideas Discussion 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics WEBBMEDIA GROUP We focus on emerging trends, create strategies and ideas to help our clients move forward. Braintrust with experts in various areas of digital media. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics OUR WORK 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics CHICAGO PUBLIC LIBRARY Re-imagine a 21st century library. Staff roles. Websites and databases. Social media. Tech partnerships. Digital library cards. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics Project Eight key areas of research: • Staff organization and required roles in a digital environment • Digital skills and requirements • Digital skills curriculum, plus a merit-based system to facilitate learning • Use of social and digital communications tools, networks • Modern, realistic ways of measuring a library’s impact beyond foot traffic and circulation • Workflow for metrics and evaluation • Understanding the library constituency’s actual needs and tracking impact at events • Website architecture, usability, impact 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics Project Workflow for metrics and evaluation 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics DEVELOPING METRICS We think libraries are a critical part of every community. We think circulation and foot traffic alone aren’t fair measurements of impact. We think city and county departments should consider more meaningful, practical metrics. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics FINDINGS A modern library should not rely on circulation and foot traffic alone to measure its effectiveness. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics FINDINGS We recommend using a different set of Key Performance Indicators that more accurately reflect the library’s reach and work within the communities it serves. • More than 50 ways to measure impact. • More than 20 ways to measure staff efficiency. • What to measure, objectives, outcomes. • Infostat and Library Digital Impact Scorecard • How to measure impact at events. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics TOP LEVEL 1. Are the digital information needs of library customers being met? 2. How well are Customers receiving and sharing library information? 3. Is the library enabling technology access to Customers who otherwise cannot afford it? 4. How are Customers using the library’s digital content? 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics EXAMPLE 1. Are the digital information needs of library customers being met? Metric: Customer Satisfaction 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics EXAMPLE 1. Are the digital information needs of library customers being met? Metric: Customer Satisfaction - Quantitative (not qualitative) Quick polls used at: •Computer terminals before Customer session ends. •Scantron surveys •Touch screen monitors at building exits •iPad survey stands at circulation desks •Various mandatory electronic surveys 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics EXAMPLE iPad survey at circulation desks: • What did you come to the library to do today? -- Shows impact of programming/ catalogues/ materials. • How many staff did you interact with? -- Shows need for staff members • What library services(s) did you use today? -- Shows which services are being used most. **Also helps to track your effeciency! 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics EXAMPLE 1. Are the digital information needs of library customers being met? Metric: Direct Customer Support: Technology • More and more librarians are tasked with helping Customers on technology. • Staff members keep a standardized electronic log of the work that is done. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics Suggested Log Fields: Efficiency Metric: ● Type of staff (drop-down selection of people who work in the library) ○ Librarian Technology Support ○ Desk clerk ○ Security guard ● Location ○ dropdown choice - names of all branches ● Time (automatic) ● Date (automatic) ● Duration of interaction ○ 0-1 minute ○ 1-5 minutes ○ 5-10 minutes ○ 10+ minutes ● Type of question ○ Downloadable media ○ Computer sign-up system ○ Printing ○ Desktop applications ○ Browsing the web ○ Finding specific online resources ○ Databases ○ How to use customer’s own equipment ○ Wireless network 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics EXAMPLE 3. Is the library enabling technology access to Customers who otherwise cannot afford it? Metric: Computer Productivity and Usage Measure the amount of time each Customer is using each piece of software on every machine. This will help a library to show its impact in the community. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical MetricsSuggested MetricsInputs (system-wide and by individual library location) • Number of computer terminals available per capita • Computer usage rates (i.e. hours of computer time demanded/ hours of computer time available) • Computer wait times • Access to computer services per capita 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics Outputs Example: Session #24492 (Customer data is disaggregated from behavior observed) ○ Word 10.2 minutes ○ Excel .3 minutes ○ Internet Explorer 35.6 minutes ○ http://google.com 3 visits, 10.2 minutes ○ http://jobs.com 1 visit, 35.9 minutes Additional Metrics ● Total number of pages printed ● WiFi use -- add a survey to user agreement ● total number of unique users by location ● average bandwidth utilization 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics EXAMPLE 4. How are Customers using the library’s digital content? Metric: Qualitative, From Customers • Tumblr (explained in the Toolkit) • Collect stories from Customers • NPR’s “Storycorps” but for your library 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics INFOSTAT & SCORECARD Once you agree on a set of metrics, hold weekly staff meetings to evaluate progress, benchmarks, areas that need praise and areas that need work. • Standard metrics • Incentives for leaders to collect and track data • Areas of clear responsibility • Collaborative space for team members to discuss performance • Understand which department is delivering on its mission 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics We recommend weekly meetings to evaluate progress and to assess benchmarks using the Scorecard. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics TRACK EVENTS Libraries must also use a set of metrics to measure success. Do not rely on observation or qualitative assessments alone! Instructions on what to measure (and how) are in the Toolkit. 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics DIGITAL You must accurately and comprehensively track web metrics. • Page views • Uniques • Visits to databases • Visits to collections • Visits to online/ mobile librarian tools • Return visitors • Time spent on site • Most-viewed content 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics DIGITAL You must also track social media metrics. • Syndication • Amplification • Sentiment • Brand awareness • Reverberation to outside communities • Pick-up by traditional media • User engagement • Influencer engagement 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics ProjectS & IDEAS CPL: Adopt-A-Librarian • Low cost • High community impact • Brings you closer to the tech community 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics ProjectS & IDEAS CPL: Digital Labs • Set your content free • Engage a wider community • Build great things! Apps! Databases! • That community can solve problems for your library 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics DISCUSSION What do you think? What questions or suggestions do you have? What resonates with you? Amy Webb, Project Lead Bonnie Shaw, Engagement Specialist Yasmin Fodil, Process/ Workflow Specialist Lance Murty, Library IT Specialist 267-342-4300 info@webbmediagroup.com webbmediagroup.com
    • Building A Modern Library| Practical Metrics THANKS Our Coordinates Email: amy@webbmediagroup.com Tel: 267-342-4300 267-342-4300 info@webbmediagroup.com webbmediagroup.com