Indicators for measuring library resources and services


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Bente Saxrud, BI - Norwegian School of Management

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  • Indicators for measuring library resources and services

    1. 1. “ Indicators for measuring library resources and services “ Bente Saxrud BI Norwegian School of Management
    2. 2. Agenda <ul><li>BI - Facts </li></ul><ul><li>Key Questions </li></ul><ul><li>Measuring and Evaluation </li></ul><ul><li>Statistics </li></ul><ul><li>User Survey </li></ul><ul><li>Summary </li></ul>Bergen, 24th September 2010
    3. 3. BI Norwegian School of Management <ul><li>BI is a private, non-commercial foundation with national and international accreditations </li></ul><ul><li>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 . </li></ul>Bergen, 24th September 2010
    4. 4. More facts <ul><li>BI has </li></ul><ul><li>19,900 active students of which 52% women and 48% men. 52% study part-time. </li></ul><ul><li>750 employees; of which 370 scientific staff and 380 administrative staff </li></ul><ul><li>BI realises approximately NOK one billion per year (125,5 mill €) </li></ul><ul><li>16% of the budget is government subsidies, 70% is tuition fees. The rest is income from contract research and other sources </li></ul>Bergen, 24th September 2010
    5. 5. Library Research and acad. resources Bergen, 24th September 2010
    6. 6. Visions <ul><li>BI vision </li></ul><ul><li>Academic rigour and relevance positions BI amongst the top business schools in Europe . </li></ul><ul><li>Library vision </li></ul><ul><li>The Library's academic strength and relevance contributes to make BI a leading European Business Schoo l </li></ul>Bergen, 24th September 2010
    7. 7. Library Vision <ul><li>An academic library </li></ul><ul><li>The Library is to be a knowledge bank for research </li></ul><ul><li>- Contribute to research documentation and research dissemination. </li></ul><ul><li>- Contribute to facilitating the research process. </li></ul>Bergen, 24th September 2010
    8. 8. Library Vision continued <ul><li>The digital library: - Relevant communication channels and social technologies. </li></ul><ul><li>- A digital library accessible independently of time and space. </li></ul><ul><li>A library for learning: </li></ul><ul><li>- Training and guidance when the users need it. </li></ul>Bergen, 24th September 2010
    9. 9. The Library <ul><li>6,500 m² </li></ul><ul><li>App. 1400 seats </li></ul><ul><li>Staff: 25 librarians, 5 administrative </li></ul><ul><li>625,000 visit/year </li></ul>Bergen, 24th September 2010
    10. 10. Resources at disposal <ul><li>Physical library </li></ul><ul><ul><li>Collections </li></ul></ul><ul><ul><li>Various working places </li></ul></ul><ul><ul><li>Rooms with audio-visual equipment </li></ul></ul><ul><ul><li>Information desks </li></ul></ul><ul><ul><li>IT-helpdesk </li></ul></ul><ul><ul><li>SPSS support </li></ul></ul><ul><li>Other services </li></ul><ul><ul><li>Interlibrary loan </li></ul></ul><ul><ul><li>Book a librarian </li></ul></ul><ul><ul><li>Training and online tutorials </li></ul></ul><ul><li>Electronic resources </li></ul><ul><ul><li>Books, article databases, special databases </li></ul></ul><ul><ul><li>Remote access </li></ul></ul><ul><ul><li>Information online (Ask a librarian, chat) </li></ul></ul>Bergen, 24th September 2010
    11. 11. Key Questions <ul><li>What is the Library Mission? </li></ul><ul><li>Where is the library in the users hierarchy of needs? </li></ul><ul><li>What will be missed if the library disappears? </li></ul><ul><li>Measuring or evaluation? </li></ul><ul><li>How to promote value of the library? </li></ul>Bergen, 24th September 2010
    12. 12. Measuring and Evaluation <ul><li>Statistics </li></ul><ul><ul><li>usage </li></ul></ul><ul><ul><li>activity </li></ul></ul><ul><li>Indicators </li></ul><ul><ul><li>user behaviour </li></ul></ul><ul><li>User surveys </li></ul><ul><li>User contact </li></ul><ul><li>ROI </li></ul><ul><li>Benchmarking </li></ul>Bergen, 24th September 2010 We need both measuring and evaluation!
    13. 13. Closer look <ul><li>Statistics: </li></ul><ul><ul><li>web statistics </li></ul></ul><ul><ul><li>user statistics </li></ul></ul><ul><li>User contact </li></ul><ul><li>User surveys; </li></ul><ul><ul><li>level of satisfaction </li></ul></ul>Bergen, 24th September 2010
    14. 14. The Users <ul><li>Who are the users? </li></ul><ul><li>What are their needs? </li></ul><ul><li>Where are they? </li></ul>Bergen, 24th September 2010
    15. 15. The Digital Library <ul><li>Library web pages </li></ul><ul><li>Article databases </li></ul><ul><li>Special databases </li></ul><ul><li>E-books </li></ul><ul><li>Electronic handouts </li></ul><ul><li>Online services </li></ul><ul><li>Online tutorials </li></ul><ul><li>Self service </li></ul><ul><li>Social networks </li></ul>Bergen, 24th September 2010
    16. 16. The Digital Library - General <ul><li>We need information about: </li></ul><ul><ul><li>visits </li></ul></ul><ul><ul><li>user information </li></ul></ul><ul><ul><li>user behaviour </li></ul></ul><ul><li>We need to analyze </li></ul><ul><ul><li>to get information about activity </li></ul></ul><ul><ul><li>to uncover sources of error </li></ul></ul><ul><ul><li>to adjust the offer </li></ul></ul>Bergen, 24th September 2010
    17. 17. Web statistics <ul><li>Visits </li></ul><ul><li>Views </li></ul><ul><li>Average time viewed </li></ul><ul><li>Paths </li></ul><ul><li>“ Top 20” </li></ul><ul><li>Pages with the least visits </li></ul>Bergen, 24th September 2010
    18. 18. Web statistics - Questions <ul><li>Which pages are most and least visited? </li></ul><ul><li>Difference between the user groups? </li></ul><ul><li>How is the user behaviour? </li></ul><ul><li>When was the news released? </li></ul><ul><li>Are all the web pages counted correctly? </li></ul>Bergen, 24th September 2010
    19. 19. Databases <ul><li>Different types of databases need different types of statistics </li></ul><ul><li>Example 1: </li></ul><ul><li>Journals/E-books (full-text) </li></ul><ul><ul><li>search </li></ul></ul><ul><ul><li>downloaded and opened articles </li></ul></ul><ul><ul><li>Hits are not interesting </li></ul></ul>Bergen, 24th September 2010
    20. 20. Databases <ul><li>Example 2: </li></ul><ul><li>Special databases (e.g. Statistics, Company information, Finance, Law): </li></ul><ul><ul><li>- logons </li></ul></ul><ul><ul><li>- ”jobs” </li></ul></ul><ul><ul><li>Number of variables is not interesting </li></ul></ul>Bergen, 24th September 2010
    21. 21. Databases - Challenges <ul><li>Do we get the correct numbers? </li></ul><ul><li>Not counter compliant statistics from one year to another from the same vendor </li></ul><ul><li>The database is primarily for business use - not for libraries </li></ul><ul><li>Is this the most appropriate database? </li></ul>Bergen, 24th September 2010
    22. 22. Numbers may not tell the truth … <ul><li>Decreased use is not always negative </li></ul><ul><ul><li>improved search tools </li></ul></ul><ul><ul><li>more qualified user </li></ul></ul><ul><ul><li>another user group </li></ul></ul><ul><ul><li>research projects (limited time) </li></ul></ul><ul><li>Low use is not necessarily equal to minor resource </li></ul><ul><li>High use – low satisfaction (and low use – high satisfaction) </li></ul>Bergen, 24th September 2010
    23. 23. Guidance <ul><li>We have to be there! </li></ul><ul><ul><li>Information desk </li></ul></ul><ul><ul><li>Ask the library </li></ul></ul><ul><ul><li>Book a librarian (skype or phone) </li></ul></ul><ul><ul><li>Online tutorials </li></ul></ul><ul><ul><li>Self check </li></ul></ul><ul><ul><li>Telephone </li></ul></ul><ul><ul><li>Chat </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Social networks </li></ul></ul>Bergen, 24th September 2010
    24. 24. Guidance and Service <ul><li>Not easy to count </li></ul><ul><li>Not easy to tell how important it is </li></ul><ul><li>Not easy to tell the impact on the results </li></ul><ul><li>Not easy to evaluate the quality of the answers </li></ul><ul><li>What is enough service? </li></ul><ul><li>Did they really get what they wanted?? </li></ul>Bergen, 24th September 2010
    25. 25. Evaluations <ul><li>User contact </li></ul><ul><ul><li>dialogue meetings </li></ul></ul><ul><ul><li>focus groups </li></ul></ul><ul><ul><li>contact librarians </li></ul></ul><ul><li>User surveys </li></ul><ul><ul><li>user satisfaction surveys </li></ul></ul>Bergen, 24th September 2010
    26. 26. User Surveys/contact – do they tell the truth? <ul><li>Level of satisfaction </li></ul><ul><ul><li>do they find what they need? </li></ul></ul><ul><ul><li>is this the proper database for their subject? </li></ul></ul><ul><ul><li>do they know the content of the database? </li></ul></ul><ul><li>Impact on the work? </li></ul><ul><li>Database use: why - why not ? </li></ul>User surveys give qualitative information! But: You have to ask the right questions! Bergen, 24th September 2010
    27. 27. LibQUAL +® <ul><li>LibQUAL+® is a web-based survey that helps libraries assess and improve library services </li></ul><ul><li>Offered by: Association of Research Libraries (ARL) </li></ul><ul><li>More than 1,000 libraries have participated in LibQUAL+® </li></ul><ul><li>The survey is evolved from a model based on the SERVQUAL instrument, a tool for assessing service quality in the private sector. </li></ul><ul><li> </li></ul>Bergen, 24th September 2010
    28. 28. LibQUAL +® <ul><li>22 core questions </li></ul><ul><li>3 questions about general satisfaction </li></ul><ul><li>5 questions about Information literacy – outcome </li></ul><ul><li>3 questions about library use </li></ul><ul><li>A free text comment box </li></ul><ul><li>Demographic questions </li></ul>Bergen, 24th September 2010
    29. 29. LibQUAL +® – Core Questions <ul><li>Affect of service </li></ul><ul><li>Information control </li></ul><ul><li>Library as place </li></ul><ul><li>Every question; three answers: </li></ul><ul><li>perceived level </li></ul><ul><li>minimum level </li></ul><ul><li>desired level </li></ul><ul><li>The answers are given on a scale from 1-9 or N/A </li></ul>Bergen, 24th September 2010
    30. 30. User Survey: LibQUAL +® Bergen, 24th September 2010
    31. 31. User Surveys/contacts <ul><li>Will give you: qualitative information </li></ul><ul><li>More detailed information </li></ul><ul><li>Not-countable information </li></ul>Bergen, 24th September 2010
    32. 32. The Library is closed…. <ul><li>What will be missed? </li></ul><ul><li>among other things: </li></ul><ul><ul><li>purchasing </li></ul></ul><ul><ul><li>organizing and adjusting the resources for retrieval </li></ul></ul><ul><ul><li>training and guidance </li></ul></ul><ul><ul><li>service </li></ul></ul><ul><ul><li>librarian competence </li></ul></ul>Bergen, 24th September 2010
    33. 33. How to promote value of the Library? <ul><li>Attractive collections and offers </li></ul><ul><li>Facilitate for easy retrievals </li></ul><ul><li>High level of service </li></ul><ul><li>Continually assessment </li></ul><ul><li>New services </li></ul><ul><li>Cooperation </li></ul><ul><li>Facilitate for self service </li></ul><ul><li>Marketing </li></ul><ul><li>Good feedback from the users! </li></ul>Bergen, 24th September 2010
    34. 34. Don’t forget ! <ul><li>We live in a knowledge society </li></ul><ul><li>The library exists because there is a need for the service we provide. </li></ul>Bergen, 24th September 2010
    35. 35. <ul><li>“ 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) </li></ul>Bergen, 24th September 2010
    36. 36. Good Luck!! Bergen, 24th September 2010