Reference Transactions to the Rescue: Using Libstats ...

Reference Transactions to the Rescue: Using Libstats to Enhance Library Instruction, Direct Staff Continuing Education, and Make Effective Management Decisions Libstats History Libstats Developed by History the Engineering Library at the University of Wisconsin – Developed by the is Engineering Library attracking the University Wisconsin Madison, Libstats an online reference system.ofLibstats is – Madison, Libstats is an online reference as tracking system. now shared with the library community an open sourceLibstats programis now shared with the library available from Google Code.community as an open source program available from Google Code.began using Libstats in January 2007. Data K-State University Libraries K-State University began using Libstatsthe in library. January 2007. Data within Libstats has Libraries proven valuable throughout within Libstats has proven valuable throughout the library.

Libstats Description Libstats Description Libstats captures information about specific reference questions and

Libstats information about specificdata reference and answers captures in addition to traditional reference such asquestions time, type of answers addition to traditional reference data such as time, of question,inand time spent answering the question. Below is an type example question, and regarding time spenta answering the question. Below is an example of a question common problem. The answer section of a question regarding a common problem and the answer section provides the solution. provides the solution.    

Changes inspired by Libstats’ data

2007-08 Continuing Education Program *Reference

Batting Practice- examine reference transactions in a non-threatening manner using a baseball metaphor *Subject specific training sessions directed by Libstats’ transactions focusing on social sciences and the humanities *Libstats Staff Survey – One desk using Libstats (Library Help Desk) 13 survey responses

①By examining the average number of minutes spent answering questions per hour during Fall 2007 we can assess when it is most appropriate to have 2 staff (as opposed to 1) at the Hale Library Help Desk for Fall 2008.

2008-09 Continuing Education Program *Subject

specific training sessions directed by Libstats’ transactions focusing on social sciences, government documents, and science *FAQ training session based on Libstats data *Libstats Staff Survey – Six desks using Libstats (DowMRC, Engineering, Library Help Desk, Math/Physics, Reception, and Science) 30 survey responses

②A similar examination focused on questions received through our IM reference service helps us recognize when it would be ideal to staff the service off the desk.

* No survey respondents chose Very Difficult or Somewhat Difficult

Instruction Uses

③The results of a Libstats search helped us ④Potential changes based on Libstats data successfully lobby for a printing account we could use to help patrons pay for print jobs.

Questions in Libstats provide a window into user needs. To better understand user information needs, K-State Libraries’ Instruction Unit analyzed Libstats questions, coded the questions based on information needs, and assessed overall trends and instruction needs. All questions entered during the spring 2007 semester were analyzed to identify the information need represented. A coding system was developed to group like questions. In this experience the Libstats analysis confirmed that current instruction efforts were effectively targeting user needs. It also provided insight into which specific concepts and services needed additional emphasis. A handout is available with detailed information about the coding and analysis. To the right is a table identifying the five most popular types of information needs identified by the analysis.

Photo by Paul Falardeau

*No survey respondents chose Somewhat Negative

Three of the 38 transactions from Spring 2007 that showed clear evidence of patrons having trouble paying for printing

Danielle Theiss-White General Reference Coordinator

Jason Coleman Reference Generalist

Kristin Whitehair Biomedical Librarian

Change default scanner settings to make it easier for patrons to send scans by e-mail

Acquire a change machine that dispenses more than just dollar coins

Offer a public fax machine