indicators for measuring library resources and services

““Indicators for measuring library Indicators for measuring library resources and services “resources and services “

Bente SaxrudBente SaxrudBI Norwegian School of ManagementBI Norwegian School of Management

Agenda

• BI - Facts• Key Questions• Measuring and

Evaluation• Statistics• User Survey• Summary

2Bergen, 24th September 2010

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.


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

LibraryLibrary

Research and acad. resourcesResearch and

acad. resources


Visions

BI visionAcademic rigour and relevance positions BI

amongst the top business schools in Europe.

Library visionThe Library's academic strength and

relevance contributes to make BI a leading European Business School


Library Vision

An academic libraryThe Library is to be a knowledge bank for research

- Contribute to research documentation and research dissemination.

- Contribute to facilitating the research process.


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.


The Library

• 6,500 m²

• App. 1400 seats

• Staff: 25 librarians, 5 administrative

• 625,000 visit/year

Bergen, 24th September 2010 9

Resources at disposal• Physical library

– Collections – Various working places– Rooms with audio-visual equipment– Information desks– IT-helpdesk– SPSS support

• Other services– Interlibrary loan– Book a librarian– Training and online tutorials

• Electronic resources– Books, article databases, special

databases– Remote access – Information online (Ask a

librarian, chat)


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?


Measuring and Evaluation

• Statistics– usage– activity

• Indicators– user behaviour

• User surveys• User contact

• ROI• Benchmarking


We need both measuring and evaluation!

Closer look

• Statistics:– web statistics– user statistics

• User contact

• User surveys; – level of satisfaction


The Users

• Who are the users?• What are their needs?• Where are they?


The Digital Library

• Library web pages• Article databases• Special databases• E-books• Electronic handouts • Online services

• Online tutorials• Self service• Social networks


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


Web statistics• Visits• Views• Average time viewed• Paths

• “Top 20”

• Pages with the least visits


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?


Databases

Different types of databases need different types of statistics

Example 1:

Journals/E-books (full-text)

- search - downloaded and opened articles

Hits are not interesting


Databases

Example 2:

Special databases (e.g. Statistics, Company information, Finance, Law):

- logons

- ”jobs”

Number of variables is not interesting


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?


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)


GuidanceWe have to be there!

– Information desk– Ask the library– Book a librarian (skype or phone)– Online tutorials– Self check– Telephone– Chat– Training– Social networks


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??


Evaluations

• User contact– dialogue meetings– focus groups– contact librarians

• User surveys– user satisfaction surveys


User Surveys/contact – do they tell the truth?

• 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?

User surveys give qualitative information!

But: You have to ask the right questions!


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


http://www.libqual.org/

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


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


User Survey: LibQUAL +®


User Surveys/contacts

• Will give you:

qualitative information

• More detailed information

• Not-countable information


The Library is closed….

• What will be missed?

among other things:• purchasing • organizing and adjusting the resources

for retrieval• training and guidance• service• librarian competence


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!


Don’t forget!

• We live in a knowledge society

• The library exists because there is a need for the service we provide.



“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)

Good Luck!!


indicators for measuring library resources and services

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