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Throw out the hash marks! Dig deeper with reference statistics

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Accompanying handout at http://tinyurl.com/delayhanson. Hawaii Library Association Conference, Nov 5, 2010. Free, open-source, or low-cost tools can give you reports about frequency of questions, types of questions, history of responses, and more. Logs of reference interactions provide FAQs tailored to patron questions, and we can learn from the expertise of our colleagues by building on their responses to similar questions.

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Throw out the hash marks! Dig deeper with reference statistics

  1. 1. Friday November 5, 2010 Throw out the hash marks!  Dig deeper with reference statistics Christian DeLay & Margot Hanson Hawaii Library Association Conference Royal Hawaiian
  2. 2. Does this sound familiar? Due to budget cuts, the administration proposes eliminating reference services past 5pm. How can we demonstrate the necessity of evening coverage?
  3. 3. Does this sound familiar? We have a patron who didn’t receive articles the librarian on a previous shift sent him. How do I recreate the search results?
  4. 4. Does this sound familiar? We just hired a new librarian and need him to start solo on the reference desk ASAP. How do we educate him regarding the types of questions we commonly receive?
  5. 5. Does this sound familiar? My co-worker is the expert in this subject area, but she’s not here today. How can I answer the reference question?
  6. 6. New & Improved Reference Stats! We’re going to talk about LibStats, a free, open-source tool that we use to track reference statistics at Golden Gate University. We’ll show you how we’ve used it and how it could be useful to you!
  7. 7. Itty bitty text; try the online demo! [see your handout]
  8. 8. What can LibStats do for you? Assessment Continuity of service Training resource Knowledge base
  9. 9. Assessment
  10. 10. Question Format Questions Percentage Email 80 10.60% IM 78 10.30% In person 444 58.70% Phone 155 20.50% Totals 757 100.10% Questions by Question Format05-02-2010 through 08-21-2010 Data collected & processed by Aira Lipson, Golden Gate University
  11. 11. Questions by Question Formatprogression of use since IM introduced
  12. 12. Hour Questions Percentage 10 - 11 AM 39 4% 11 - 12 PM 90 9.20% 12 - 1 PM 95 9.70% 1 - 2 PM 98 10% 2 - 3 PM 95 9.70% 3 - 4 PM 138 14.10% 4 - 5 PM 132 13.50% 5 - 6 PM 100 10.20% 6 - 7 PM 98 10% 7 - 8 PM 56 5.70% 8 - 9 PM 30 3.10% Totals 976 99.70% Questions by Time of Day01-06-2010 through 04- 16-2010 Data collected & processed by Aira Lipson, Golden Gate University
  13. 13. Continuity of Service
  14. 14. Training Resource & Knowledge Base
  15. 15. Play with it! http://www.wendt.wisc.edu/projects/libstats-demo/
  16. 16. Reference Portal
  17. 17. Thank you! Questions? cdelay@ggu.edu mhanson@ggu.edu handout online: tinyurl.com/delayhanson slides: slideshare.net/muumuulibrarian

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