This document discusses how Loyola Marymount University's William H. Hannon Library uses the reference statistics software Gimlet to track questions asked at their Information Desk. The library analyzes Gimlet data to identify frequent questions, topics, and resources used. This content analysis informs improvements like developing guides, tutorials, and a knowledge base to better address user needs. Standardizing question tagging and ongoing staff training helps ensure high quality data. The library has found Gimlet data valuable for assessment and proactively enhancing services.

1. Using Gimlet Desk Statistics to
Improve Library Services
Susan [Gardner] Archambault
Loyola Marymount University
Los Angeles, CA, USA

2. Loyola Marymount University
• Private Catholic
University in Los
Angeles, California
• 5900+ undergraduates
and 1900+ graduates
• William H. Hannon
Library Information
Desk open 24/5

3. Overview
• What is Gimlet and how does it work?
• Case study of how we use Gimlet at LMU
• How can you perform content analysis on your
Gimlet data?
• Examples of resulting changes/advancements
based on user needs at LMU

4. http://gimlet.us/

5. Gimlet Interface: Information Desk

6. Gimlet Interface: Other Desks

7. Staff Training

8. 4-page Gimlet “User Guide”

10. List of Tags by Question Type

11. Additional Staff Training
• READ Scale “Quick
Guide”
• Sample questions to
practice entering
• Gimlet Quiz

12. Standardizing Your Tags
• Social tagging does
not work!
o computer vs. computers
o catalog vs. name of catalog
o bathroom vs. restroom
• Source-based
approach better than
strategy-based
approach!
o known item vs.
catalog_use_and_lookup
o search_construction vs.
database_help_and_use

14. Assessment
Number crunching

15. Search Capability

16. Automatic Reports

17. Detailed Reports (cross-tabs)

19. Detailed Reports (cross-tabs)

20. Technical Tags: 2011-12

21. Download to Excel (sort/filter)

22. Content Analysis
(data manipulation)
• Experiment with word
counts and
frequencies (Simple
Concordance
Program)
• Recode Q&A text
fields; SPSS analysis
for relationships

23. Simple Concordance Program:
“software” tag within “tech” category

24. Context: Exact Q or A with
“Microsoft”

25. Directional Signage

26. A content analysis was run on directional questions
asked at the Information Desk to get a list of broad
categories

27. Word frequencies were then totaled
within each category

28. PowerPoint Slides Created for
Frequent Directional Queries

29. Rotated Within Nix X15A 15’
Digital Photo Frame

30. Technical Improvements

31. 101
44.7%
31
13.7%
20
8.9%
17
7.5% 13
5.8% 9
4%
7
3.1%
7
3.1%
7
3.1%
5
2.2%
4
1.8%
2
.9%
2
.9%
1
.4%
0
20
40
60
80
100
120
NumberofQuestions
Software - Microsoft
Examples:
Easy
• How do you copy and paste?
• How do I set the margins in Word?
Hard
• If I just installed a new version of Microsoft Word, do I need to
reinstall the Zotero plugin?
• I have a document and whenever I print it I have so much black space
at the bottom. I checked all of my margins and I don’t know why it keeps
doing it.

32. 1%
1%
1%
1%
1%
1%
1%
1%
1%
2%
3%
3%
4%
15%
32%
33%
email - 7
microsoft - 7
adapter - 7
log - 8
mac - 10
software - 11
document - 12
laptop - 14
wireless - 18
password - 26
fax - 37
scanner - 39
color - 45
computer(s) - 198
print(er,s,ing) 416
copy(ier,s) - 426
Directional Questions: Technology Category

33. Color Printer & Scanner
Acquired

34. New Desktop Image

35. Reference Improvements:
Building a New FAQ Knowledge
Base

36. Word Frequencies by Materials

37. LibAnswers FAQ Knowledge Base

38. Top Databases Used:
Information Desk
Database Times Used
JSTOR 47
Academic Search Complete 45
Proquest 45
PsycINFO 33
Business Source Complete 28
Lexis Nexis 23
Ebsco 21
MLA Intl Bibliography 18
ERIC 17
ATLA 14
Bibloi 14
ABI Inform 13
Mergent 13
CQ Researcher 12
OneSearch 12
WorldCAT 12
Business & Co. R.C. 10
GVRL 9
Lit. Resource Cntr 9
Euromonitor 8
Lit. Criticism Online 8
Soc. Abstracts 8
Science Direct 7
Biography in Context 6
CMMC 6
Opposing Viewpts 6
Proquest Dissert. 6
Sage Jnls Online 6

39. Conclusions
• Daily recording of reference statistics allows
for systematic monitoring of user questions
and patterns
• Recording statistics electronically makes data
analysis much easier, although it still takes
work to get the data into shape
• Experimentation with analysis tools can lead
to proactive, user-driven changes in services

40. More Information
• Gimlet: https://gimlet.us
• Simple Concordance Program: www.textworld.com/scp
• LMU Gimlet LibGuide: http://libguides.lmu.edu/gimlet
• Contact Info:
Susan [Gardner] Archambault
Email: susan.archambault@lmu.edu
Twitter: @susanarcham