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Presentation for session #203 of the IFLA Conference 2012 "Empowering Library Users to Solve Problems: Our Stories."
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Desk StatisticsUnder A Microscope =
Improved Library Services
Susan [Gardner] ArchambaultLoyola Marymount University
Los Angeles, CA, USA
Loyola Marymount University
• Private Catholic
University in Los
Angeles, California
• 5900+ undergraduates
and 1900+ graduates
• William H. Hannon
Library Information
Desk open 24/5
Overview
• Case study: Assessment of transactions collected from
LMU’s Information Desk
• Data collected through the Gimlet electronic tracking
system
• Content analysis performed on data
• Resulted in changes/advancements based on user needs
Gimlet Interface
Directional Signage
A content analysis was run on directional questions asked at the Information Desk to get a list of broad
categories
Word frequencies were then totaled within each category
PowerPoint Slides Created for Frequent Directional Queries
Rotated Within Nix X15A 15’ Digital Photo Frame
Building a New FAQ Knowledge Base
Word Frequencies by Materials
LibAnswers FAQ Knowledge Base
Student Usability Testing
Integrated Into New “Get Help” Page
New Technical Services
Technical Questions Analysis
• Technical questions broken out by word frequency
• Demand for scanner and color printer
• Frequent questions about computer availability
LMU Student Scanning Survey
Results
Survey Results• Scan documents rather
than books
• Color scanning
• Document sheet feeder
• Ease of use
Epson GT-2500 Scanner
Ricoh Color Printer
Online Computer Availability MapLabStats, from Computer Solutions, allows you to create maps based on tracking the usage of the computers managed by the system.
Additional Analysis:Technical Questions
• How to access software we already owned
• How to switch operating systems (Mac to Windows)
• How to recover lost work
New Desktop Image
New Reference Services
Colleges Asking More Difficult Questions
College Times
Business 63
Communication & Fine Arts 27
Education 14
Film & Television 6
Liberal Arts 148
Science 14
More Business Questions on Mondays/Tuesdays
Day of Week Number of Questions
Sunday 7
Monday 23
Tuesday 18
Wednesday 15
Thursday 8
Friday 10
Saturday 6
Satellite Roving Reference @ School of Business on Tuesdays
Advertising Roving Through Location-Based Check-Ins
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
Upcoming Workshops
Conclusions
• Daily recording of reference statistics allows for systematic monitoring of user questions and patterns
• Recording statistics electronically makes data analysis much easier
• Can lead to proactive, user-driven changes in services
Selected Bibliography
• Simple Concordance Program: www.textworld.com/scp
• Gimlet: https://gimlet.us
• Computer Lab Solutions LLC: www.computerlabsolutions.com/labmaps.cfm
Additional Acknowledgements
• Thank you to the William H. Hannon Library Research Incentive Travel Grant
• Thank you to all members of the Reference & Instruction Department between 2009-present; and Burney Wong, IT Specialist for the Library
Additional Information
• PPT: bit.ly/iflamicroscope
• Contact Info:
Susan [Gardner] Archambault
Email: [email protected]
Twitter: @susanLMU