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Sno isle metrics stories & tips

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Vancouver Metrics Symposium

Published in: Government & Nonprofit
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Sno isle metrics stories & tips

  1. 1. INFOBLITZ: METRICS STORIES & TIPS Outcomes, Value & Impact: Metrics for Library Success
  2. 2. About Sno-Isle Libraries: Where? • Island and Snohomish counties • 700,000 residents • 2,260 sq. miles/585K hectares 2
  3. 3. More About Sno-Isle Libraries • 21 locations, 460+ employees • $48+ mil budget • 1+ mil items, 9.1 mil circ • Wide mix of service areas • Suburbs • Rural • Island • Tribal lands 3
  4. 4. Metrics Stories & Tips Christa Werle, Public Services Project Manager Ideation to Projects with Impact Terry Beck, Information Services Manager Gathering Data Lindsay Hanson, Data Analysis Librarian Analysis & Business Intelligence
  5. 5. IDEATION TO PROJECTS WITH IMPACT Christa Werle, Public Services Project Manager
  6. 6. 10 hits/month avg.
  7. 7. Culture Change Initiatives • Idea Management • Proposing Projects with Purpose • Project Planning for Impact
  8. 8. Idea Management aka: Strategic Innovation
  9. 9. Idea Management Anyone and everyone. 98% staff participation. • What is the demand for this idea and how does it benefit our strategic plan? • What outcome (change in the customer experience) could be measured for this idea? • Is the impact of this idea found locally, regionally, or system-wide? • What or who inspired this idea and who have you already talked to about it?
  10. 10. Proposing Projects With Purpose Authors & Supervisors 55% of Public Services Management to date Proposal Ready = • Need identified • Non-anecdotal evidence • Measurable change • Key stakeholders identified
  11. 11. Proposing Projects With Purpose Supported and further developed by: • Data Analysis Librarian • Strategic Review Group (cross-departmental PMO) http://www.ducttapemarketing.com/wp-content/uploads/2011/09/custom-cartoon-duct-tapelores.jpg
  12. 12. Project Planning for Impact
  13. 13. Project Planning for Impact “Create a plan for measures and evaluation of the success of the project, aka Quality Control.”
  14. 14. GATHERING DATA: INFORMATION SERVICES PROJECT, 2014 Terry Beck, Information Services Manager
  15. 15. We knew that we couldn’t keep operating this way • Reference stats were down 16% from 2009 • Job descriptions were confusing • Staff and supervisors couldn’t differentiate positions • Staff were starting to work outside their job classification
  16. 16. • Desk schedules • Outreach to schools • Service to small business/entrepreneur community • Build literate and economically sound communities Make better use of our highly educated and trained librarian staff
  17. 17. But what do our customers want/expect?
  18. 18. Information Services Project Customer Survey • It had to be short • It had to use as much “non-library” language as possible • Avoiding “You’re wonderful” • Staff had to understand the why and the how • Building heads lead us to stakeholders • Paper was possible, but costly
  19. 19. Bringing staff along • Building heads and stakeholders • Who’s on the list • Tip: Be cautious when you survey educators via their school or institution email during the summer
  20. 20. Our results • Web link - 354 • Community Contacts - 176 • Paper survey in community libraries - 52
  21. 21. How important is it to get assistance? Web Link Results 1.Selecting a book to read 2.Finding information for a hobby 3.Learning to use different library resources
  22. 22. How important is it to get assistance? Community Contacts Results 1.Selecting a book to read 2.Learning to use different library resources 3.Learning to use various technologies
  23. 23. How important is it to get assistance? Paper Survey Results 1.Selecting a book to read TIE • Conducting personal research regarding a health topic • Conducting academic level research • Learning to use different library resources
  24. 24. Other—the unregulated text box • Collection suggestions • Marketing suggestions • Building suggestions • Staffing suggestions
  25. 25. And it all led to Informed Change • CE requirement for all librarians • Adoption of “the grid” • Lead Librarians for Business Services, Readers Services, Public Computing, Data Analysis Librarian • Information Services Statement of Service • All-librarians meeting (no supervisors) • Training Plan • Mentoring • Contact Center • Availability (0800 until close of business day, 7 days a week) • Annual customer survey
  26. 26. And in November. . . We survey our customers again via: • Website • Email to stakeholders • No paper! Lindsay Hanson, Data Analysis Librarian
  27. 27. ANALYSIS & BUSINESS INTELLIGENCE Lindsay Hanson, Data Analysis Librarian
  28. 28. Outcomes Based Assessment A framework for determining whether our efforts and resources are achieving the intended results. www.evaluationtoolkit.org/illustrations/4/original/miracle_cartoon.jpg?1231530108
  29. 29. Why do we care? • We only have a limited amount of resources • We want to have a positive impact in our community • And – we want to be able to demonstrate the positive impact we’re having
  30. 30. How is this any different from what we’ve always done? • Profound shift in the way we think about what we do • Requires clear parameters from the get-go • Necessitates us to evaluate differently
  31. 31. Outcomes Based Assessment Framework Inputs Outputs Outcomes Impact Resource Perspective Operational Perspective User Perspective Stakeholder/ Community Perspective
  32. 32. Outcomes Based Assessment Framework Inputs Outputs Outcomes Impact Resource Perspective Operational Perspective User Perspective Stakeholder/ Community Perspective
  33. 33. Outcomes Based Assessment Framework Example: Job Search Program Inputs Outputs Outcomes Impact Staff Time Materials Cost Space Program Attendees Circulation Changes in user behavior – new skills Increase employment levels
  34. 34. Evaluating Outcomes For Information Services • Biannual Staff Surveys • Annual Customer Survey • Book-A-Librarian Statistics
  35. 35. Evaluating Outcomes For Projects and Other Initiatives • Monitor specific outputs over time to indicate changes in customer behavior • Utilize our partners for assistance with evaluation • Targeted Surveys
  36. 36. Future of Data Management at Sno-Isle How do we keep track of all of these data and ensure that the information continues to be useful? http://allantyoung.com/wp-content/uploads/2008/04/informationoverloadcartoon.jpg
  37. 37. Q & A
  38. 38. Metrics Stories & Tips Christa Werle, Public Services Project Manager cwerle@sno-isle.org, 360-651-7160 Terry Beck, Information Services Manager tbeck@sno-isle.org, 360-651-7016 Lindsay Hanson, Data Analysis Librarian lhanson@sno-isle.org, 360-651-7062

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