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Hacking Your ILL Statistics
Rachel FlemingHead of Serials
Peter JohnsonHead of Access Services
How are we doing?• Anecdotal
o At a library the size of Hunter, staff come to know their customers personally, have a sense of their satisfaction level.
o Administrators get personal feedback from faculty especially.
• Surveys
"ILL Patron Satisfaction." Unpublished survey, Fall 2010.
How are we doing?• Anecdotal
o At a library the size of Hunter, staff come to know their customers personally, have a sense of their satisfaction level.
o Administrators get personal feedback from faculty especially.
• Surveys
"ILL Patron Satisfaction." Unpublished survey, Fall 2010.
How are we doing?• Anecdotal
o At a library the size of Hunter, staff come to know their customers personally, have a sense of their satisfaction level.
o Administrators get personal feedback from faculty especially.
• Surveys
"ILL Patron Satisfaction." Unpublished survey, Fall 2010.
ILL Benchmarks• Fill Rate
o Not always a good indicator of service level, because of lending requests for items not held (OCLC holdings currency); and for Hunter Library, borrowing requests that should not be ILLs in the first place.
• Turnaround Timeo Probably the best metric, since it should reflect how quickly
customers have a needed item in their hands.o In a recent survey of 75 small/medium academic libraries*,
the mean turnaround time for borrowing article requests was 3.03 days and 6.36 days for borrowing book requests.
o For the first half of 2011, turnaround time for Hunter Library borrowing article requests was 8.15 days and 10.67 days for borrowing book requests.
o Yikes!(?)
*Academic Interlibrary Loan Benchmarks, 2011 ed. ([New York, N.Y.? ]: Primary Research Group, 2011) 31-32.
Turnaround Time Report
Loans: Average Total Time 10.23 DaysArticles: Average Total Time 7.74 Days
A Mini Statistics Lesson
Normal Curve and Skewed Curve Graphs from: http://www.southalabama.edu/coe/bset/johnson/lectures/lec15.htm
Measures of CenterMean/Average : Sum of all points divided by number of pointsMedian : Midpoint of data set Mode : Most Frequently Occurring Number
Normal Curve and Skewed Curve Graphs from: http://www.southalabama.edu/coe/bset/johnson/lectures/lec15.htm
Interlibrary Loan is Not Normal
Normal Curve and Skewed Curve Graphs from: http://www.southalabama.edu/coe/bset/johnson/lectures/lec15.htm
Skewed Measures of Center
ModeMedian
Mean
Normal Curve and Skewed Curve Graphs from: http://www.southalabama.edu/coe/bset/johnson/lectures/lec15.htm
Harvesting the Data
Worksheets in Excel Export
• Report Parameters• Articles Chart• Loans Chart• Overall Chart• Overall with Manual Chart• Articles Summary Grid• Loans Summary Grid• Overall Summary Grid• Overall with Manual Grid• Articles Detail Grid• Loans Detail Grid
Details of Report
Detail of transactions
Two Problems• Text instead of numbers
• Inconsistent units
Converting the Data• Select base unit for column• Convert text to numbers• Convert non-standard units to base unit
Use Magic : Create a Macro
Editing the Macro
Remove “Destination”
Removing the “Destination” allows the macro to work anywhere in your spreadsheet.
1.34 days12.45 days
Adjust Array Length
The first value of the second array field should be 5, so the macro will work on more values.
The Good Stuff:
Manipulating the Data in Excel
Just the NumbersAverage Median Skew
Turnaround Time: Articles
7.74 Days 5.13 Days
6.46
Turnaround Time: Loans 10.26 Days
8.16 Days
3.24
More NumbersARTICLES Average Median SkewSubmitted to Processed 1.80 Days 1.01 Days 27.95Processed to Sent 93.46 Minutes 0.96 Minutes 11.1Sent to Received 4.82 Days 1.91 Days 6.2Received to Notified 25.41 Hours 2.67 Hours 3.18Turnaround Time 7.74 Days 5.13 Days 6.46
Something to Consider: Different
MathARTICLES Average Median
Submitted to Processed 1.80 Days 1.01 DaysProcessed to Sent 93.46 Minutes 0.96 MinutesSent to Received 4.82 Days 1.91 DaysReceived to Notified 25.41 Hours 2.67 HoursTurnaround Time by Transaction 7.74 Days 5.13 DaysTurnaround Time by Sum 7.74 Days 3.03 Days
Why stop there?Can we make this data communicate more effectively?
• In numbers?
• In a visual display?
(the answer is yes.)
The Frequency Function
=FREQUENCY(data_array, bins_array)
• data_array is the set of values you want to sort and count.
• bins_array defines the intervals into which you want to group the values in the data array
CTRL + ALT + ENTER
A Summary of Your Tools:
• Calculating the Median: a truer measure of center
• Using the Frequency function to createo Cumulative Percent Filled Numberso Summary Graph
Lessons Learned"What we've got here is...
failure to communicate."
These tools can help us:
• Make our statistics speak louder, and allow us to make our case more convincingly to administrators and other stakeholders.
• Investigate process points in our workflows where we may have bottlenecks, and potentially streamline our processes to improve service delivery and customer satisfaction.
• Measure effectiveness as we pursue ways to improve service, e.g. unmediated book and article requesting in ILLiad.
• ...?
Questions?
Rachel FlemingHead of SerialsHunter Library, [email protected]
Peter JohnsonHead of Access ServicesHunter Library, [email protected]
Contact
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