1. “Indicators for measuring library resources and services “ Bente Saxrud BI Norwegian School of Management
2. Agenda BI - Facts Key Questions Measuring and Evaluation Statistics User Survey Summary 2 Bergen, 24th September 2010
3. 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. 3 Bergen, 24th September 2010
4. Bergen, 24th September 2010 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 4
5. Research and acad. resources Library 5 Bergen, 24th September 2010
6. 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 School 6 Bergen, 24th September 2010
7. 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. 7 Bergen, 24th September 2010
8. 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. 8 Bergen, 24th September 2010
9. The Library 6,500 m² App. 1400 seats Staff: 25 librarians, 5 administrative 625,000 visit/year Bergen, 24th September 2010 9
18. 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? 11 Bergen, 24th September 2010
19. Measuring and Evaluation Statistics usage activity Indicators user behaviour User surveys User contact ROI Benchmarking Bergen, 24th September 2010 12 We need both measuring and evaluation!
20. Closer look Statistics: web statistics user statistics User contact User surveys; level of satisfaction 13 Bergen, 24th September 2010
21. The Users Who are the users? What are their needs? Where are they? 14 Bergen, 24th September 2010
22. The Digital Library Library web pages Article databases Special databases E-books Electronic handouts Online services Online tutorials Self service Social networks 15 Bergen, 24th September 2010
23. 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 16 Bergen, 24th September 2010
24. Web statistics Visits Views Average time viewed Paths “Top 20” Pages with the least visits 17 Bergen, 24th September 2010
25. 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? 18 Bergen, 24th September 2010
26.
27. downloaded and opened articles Hits are not interesting 19 Bergen, 24th September 2010
28. Databases Example 2: Special databases (e.g. Statistics, Company information, Finance, Law): - logons - ”jobs” Number of variables is not interesting 20 Bergen, 24th September 2010
29. 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? 21 Bergen, 24th September 2010
30. 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) 22 Bergen, 24th September 2010
31. 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 23 Bergen, 24th September 2010
32. 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?? 24 Bergen, 24th September 2010
33. Evaluations User contact dialogue meetings focus groups contact librarians User surveys user satisfaction surveys 25 Bergen, 24th September 2010
34. User Surveys/contact – do they tell the truth? User surveys give qualitative information! 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? But: You have to ask the right questions! 26 Bergen, 24th September 2010
35. 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 27 Bergen, 24th September 2010
36. 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 Bergen, 24th September 2010 28
37. 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 Bergen, 24th September 2010 29
45. 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! 33 Bergen, 24th September 2010
46. Don’t forget! We live in a knowledge society The library exists because there is a need for the service we provide. 34 Bergen, 24th September 2010
47. Bergen, 24th September 2010 35 “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)
