catalogue software, number of trainings and participants, provided services, etc. ... cheap and simple method to gather
MYKOLAS ROMERIS UNIVERSITY LIBRARY
USER BEHAVIOUR ANALYSIS IN MYKOLAS ROMERIS UNIVERSITY LIBRARY USING TTT METHOD Research report
Vilnius, 2013
Report on scientific research “User behavior analysis in Mykolas Romeris university library using TTT method”
Research done and report prepared by: Mykolas Romeris university head librarian Albertas Olechnovičius
Thank associate professor Tord Hoivik at Oslo and Akershus university college for supervising the research; lecturer Gintarė Paražinskaitė and head librarian Natalija Popkova at Mykolas Romeris university for contributing to the research; Mykolas Romeris university library personnel: Milda Šakytė, Dalia Matijošaitytė, Irena Lazdovskaja, Aida Klevinskienė, Elena Lučinskienė, Gražina Rozencevaitė, Jurgita Kukytė, Audronė Karlonienė, Nijolė Sorakienė, Nijolė Urbienė, Kristina Vaitonienė, Rozalija Sidunienė, Vilija Ulienė, Nijolė Bražėnienė, Liudmila Bernotienė for gathering data in library areas.
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Table of Contents 1.
Introduction ............................................................................................................................................. 4
2.
Aims of the study ..................................................................................................................................... 4
3.
About TTT method.................................................................................................................................. 5
4.
Methodology ............................................................................................................................................. 6
5. TTT method in MRU library ................................................................................................................... 17 5.1. About MRU library .............................................................................................................................. 17 5.2. Statistical data collection in MRU library .......................................................................................... 19 5.3. Preparation for the observations ......................................................................................................... 20 5.4. Observation of Users’ Activities in MRU Library .............................................................................. 25 5.5. Collected data processing .................................................................................................................... 25 5.6. Findings of the Research..................................................................................................................... 27 Conclusions .................................................................................................................................................... 30 References ...................................................................................................................................................... 31 Appendix 1. Users’ activities data registering table. .................................................................................. 32 Appendix 2. Observations sheet. .................................................................................................................. 33 Appendix 3. Week sheet. ............................................................................................................................... 34 Appendix 4. Day sheet. .................................................................................................................................. 35 Appendix 5. Activities sheet. ......................................................................................................................... 36
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1. Introduction Traditional teaching takes place in classrooms and lecture halls. Additionally, students study on their own either at home or in the university library. Students are not the only users - the academic staff are also often visitors of the alma mater knowledge department. So processes of study and scientific research happen here. It is interesting and librarians need to know, what is happening in the field of higher education and especially in their libraries. Every library tries to provide qualitative services and to meet its users’ needs. To achieve this goal library needs to know it‘s user before developing and improving physical environment and services. It is paradoxical that the librarians, who are the specialists of information searching, retrieval, structuring and delivering to the users, have very little systematic information on users‘ activities inside the libraries. They are not familiar with structural and systematic research on the performance of their libraries. Usage of ordinary methods for gathering library statistics does not reveal the full view of what users are doing in the library. TTT or „Test the Traffic“ is a cheap and simple method to know such information. This report has been done on the scientific research “User behavior analysis in Mykolas Romeris university library using TTT method” and the research was carried out in Mykolas Romeris University1 Central building Library in 2013. The research came with a seminar and a workshop LATINA Post-IT 20132, which took place at Mykolas Romeris university library in May, 2013. The mission of Mykolas Romeris university (hereinafter – MRU) library is to provide worldclass informational resources and information services in support of the education, learning and research needs of the University community, foster University academics' and administrative staff informational literacy and critical evaluation skills, and adopt, develop and implement cutting-edge and modern library services and technologies. Besides using traditional methods of gathering statistical data MRU library seeks to know more about its users, processes and activities by applying new and advanced methods as TTT.
2. Aims of the study Librarians have little systematic information on users‘ activities inside their libraries. It is paradoxical that librarians, who are specialists of information searching, retrieval, structuring and delivering to users, are not familiar with structural and systematic research on the performance of 1 2
Mykolas Romeris university. http://www.mruni.eu [accessed on 4/10/2013] LATINA POST-IT 2013. http://akkordio.net/postit/ [accessed on 4/10/2013]
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their libraries. They usually use ordinary statistics and methods for its gathering: questionnaires, surveys, visitor counting, acquisition of materials, number of queries per period, statistics of the electronic resources and their usage, interlibrary loan, statistics from the library‘s electronic catalogue software, number of trainings and participants, provided services, etc. To improve the quality of services for all users, MRU library aims to:
create friendly and attractive informational, physical and emotional environment for the academic community,
provide efficient services for all library users,
create a user-centered range of services for University students and staff to maintain a close understanding of their needs,
provide maximum access to the library, including admission to the library building itself 24x7 and remote access to the electronic resources,
promote the use of the library as a learning and research tool,
provide tailored services for the users with disabilities,
encourage and support permanent qualification of the library staff.
Besides using traditional methods of gathering library statistics, the usage of TTT method would reveal user behavior inside the library through their activities in the library zones. This technique: is a new approach for gathering library statistics, gives a good view of what users are doing mostly in the library, reveals the occupation of the library floors and zones, shows the quantity of users at different times, let evaluate the physical and technical base of the library, is a new tool for the library space planning. By using TTT MRU library seeks to know more what is happening inside for the purpose of the improvement of the library activities.
3. About TTT method The TTT project (Test the Traffic, Time the Traffic or Track the Traffic), was previously called CTT or Count the Traffic. In Norwegian, the project has always been labeled TTT. The Norwegian acronym stands for Tverrgående Trafikktelling (“transversal traffic counting”). TTT is a cheap and simple method to gather data about users‘ activities in the library. It gives a good numerical access of what they are doing in the library and how library users actually use the various 5
parts of the library. TTT reveals both the quality - or the kinds of activity – and the quantity of use. Combined with data on the number of visitors it will also indicate the average length of stay.3 The TTT method was first tried out at Oslo Public library in 2004 and at Gjerdrum Public library in 2005. Gjerdrum is a small community of five thousand inhabitants thirty kilometers north of Oslo. In the period 2008-11 students collected TTT data from nearly one hundred Norwegian libraries. In addition, full scale traffic counts have been carried out by library staff in:
Lillehammer Public Library
Drammen Public Library
Ostfold University College
Gjovik University College
Tromso Public Library
Nedre Eiker Public Library
Ovre Eiker Public Library During their second-year practicum period, Oslo University College library students carried
out small projects4 in the libraries to which they were assigned. A first report on the results, access based on Drammen Public library, was presented at the IFLA conference in Quebec in 20085. A more extensive report, based on the public library data from 2008 and 2009, was presented at the Northumbria conference in Florence in August 2009. The method has also been presented at workshops in Stellenbosch (South Africa) and Porto (Portugal). In the spring 2009 three Erasmus students did a comprehensive study of student activities at the Oslo University College Learning Centre.6
4. Methodology Here will be given basic methodology on TTT research in this chapter. The detailed description of the TTT research, carried out at MRU library, will be presented in chapter 5.
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Hoivik T. Track The Traffic. A new approach to user behavior. https://docs.google.com/document/d/1qJI4v4JqT9yffo_b22IjfnLAbRzmuIKO9EZXVeJGt9Q/edit?usp=sharing [accessed 4/10/2013] 4 Arango A. M., Escobar C. and Molnár A. 2009. Students in action: An observation study of the Oslo University College Learning Centre. https://docs.google.com/document/d/1tEnRk9i5stiUnQ5OdYIB9N5I5MHPQMrVYdZTXND7V0/preview?pli=1 [accessed 4/10/2013] 5 Hoivik T. 2008. Count the Traffic. World Library and Information Congress: 74th IFLA General Conference and Council. http://mogadorebranch.akronlibrary.org/wp-content/blogs.dir/19/files/2011/07/Count-the-traffic.pdf [accessed 4/10/2013] 6 Practical statistics. https://sites.google.com/site/practicalstatistics/topics/ttt-method [accessed 16/07/2013]
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As it was mentioned above, TTT is a cheap and simple method to gather data about users‘ activities in the library. It gives a good numerical access of what they are doing in the library and how library users actually use the various parts of the library. To carry out a TTT, researcher needs:
a time plan with dates and times for all observation rounds,
a library floor plan covering (all the public areas of the library),
a plan should be divided into functional zones (information desk area, book area, leisure area, computer area, etc.),
a list of activities to be observed. It is recommendable to adapt the standardized TTT list of activities for the possibility to
compare gathered data between libraries.7
Time Plan It is important to make a time plan with dates and times for all observation rounds. There are some circumstances at this point: size and type of the library, human resources for registering user‘s activities, library working hours, days, when the library is closed, holiday, weekends and other. When deciding the dates of observations, it is better to set the whole working week. Some events could make impact on the number of visitors: holiday, sport events, national celebrations, etc. The times of observations depend on the working hours of the library. The periodicity of observations should 1 or 2 hours, but not longer. This will give the better view on whose hours library has more users and whose activities are the most popular.
Library Floors Important thing is to do a library floor plan covering with all the public areas of the library, where users do their activities. The plan should be divided into functional zones, where each zone has a color and a letter code. Researcher additionally can measure the area of each zone, count the number of seats and stationary computers. Comparing these numbers with a visitors‘ number of that zone at that time will show, if it is enough space at that zone for the library users.
Library Zones You can see general functional zones with the letter codes in the Table 1. Different colors should be assigned to each zone.
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Practical statistics. https://sites.google.com/site/practicalstatistics/topics/ttt-method [accessed 4/10/2013]
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Table 1. Library zones, letter codes and zone colors. Letter codes and zone color
Zones
A
Information desk zones
B
Computer zones
C
Sitting down zones
D
Periodicals zones
E
Book zones
F
Group rooms zones
G
Photocopier and printer zones
H
Silent zones
I
Leisure zones
L
Hall zones
Every library can use less or more zones depending on its particularity. Users’ Activities There will be given description of user activities below. As it was mentioned above, it is recommended to use standardized list of activities for the possibility to compare the data between the libraries. The list of the main activities with short description is in the Table 2 below, but libraries can add other activities too.8
Table 2. Activities and letter codes. Letter codes
Activities
ALUP
Walks or stands alone. Covers standing or walking around without browsing and without relating to library staff or other users.
ALBR
Browses alone. Covers browsing or scanning of items on shelves while standing or walking around. Includes watching exhibitions.
ALSI ALMD
Sits alone. Sits alone without relating to media, to library staff or to other users. Sits alone reading (or writing). Sits and reads by her/himself. Includes individual work – reading and or writing – without using data equipment. Includes listening to music, watching videos and using other media – but not the use of computers.
ALLT
Sits alone with laptop. Sits alone with active mobile or tablet computer (active screen).
ALPC
Sits alone with stationary computer. Sits alone with stationary active computer (active screen).
ALSF
Individual contact with staff. Covers all direct contact with staff. Here we want to register activities where staff spends time with an individual user, whether it involves speaking, writing, demonstrating or walking around.
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Hoivik T. 2012. Students at work: Traffic observation in academic libraries. Paper for the SCECSAL Conference, Nairobi, June 4-8. https://docs.google.com/document/d/12s2wiXkTnPn0IxnYoPSTAPPlqBcFXwp3dAYVR1LXhs/edit?pli=1#heading=h.zfw9llaostwx [accessed 4/10/2013]
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GRUP
Walks or stands in company. Participates in a group of two or more persons that stands or walks around without browsing and without relating to library staff.
GRBR
Browses in company. Participates in a group of two or more persons that browse or scan items on shelves together while standing or walking around.
GRSI
Sits in a group without media. Participates in a group of two or more persons without relating to computers, books, and other media or to library staff.
GRMD
Sits in a group with media. Participates in a group without active computer, where at least one person relates to books or other media.
GRLT
Sits in a group with laptop(s). Participates in a group where at least one person is using a mobile PC (active screen).
GRPC
Sits in a group with stationary computer(s). Participates in a group of two or more persons that is using one or more stationary PCs (active screen).
GRSF
Group contact with staff. Covers all direct contact with staff. Here we want to access activities where staff spends time with a group of several users, whether it involves speaking, writing, demonstrating or walking around.
QUE
Queuing. Covers all visible waiting for service or facilities, whether in a proper line or not: waiting for staff, waiting for access to equipment, toilet queues, etc.
ETC
Other activities. Activities not covered by the other categories.
A wider explanation of the activities (all the pictures were taken in Mykolas Romeris university library with the users’ permission) is given below. Walks or stands alone (ALUP)
© Gintarė Paražinskaitė
This activity is registered when a person is walking or standing alone in some place of the library without browsing and without relating to library staff or other users. In some cases it is difficult to distinguish walking or standing from browsing. If the user is in the bookshelves zone we decide to code it as activity „Browses alone“. Also this activity covers talking over the cell phone.
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Browses alone (ALBR)
© Gintarė Paražinskaitė
Activity „Browses alone“ is observed in the library areas with shelves (zones D and E), also includes watching exhibitions. It is registered when an individual is scanning library materials. If user is searching the library electronic catalogue we code it as „Sits alone with laptop“ or „Sits alone with stationary computer“, because we do not observe what library users are doing with the computers. Sits alone (ALSI)
© Gintarė Paražinskaitė
This activity is registered when a user is sitting down without using any tool (laptop, library PC, mobile phone, etc.) or media (book, journal, etc.) and has no relation to other users or library staff. This activity is observed there are tables and chairs (zones C and H mainly).
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Sits alone reading or writing (ALMD)
© Gintarė Paražinskaitė
This activity is registered when a user does individual work without using data equipment: is sitting alone with papers, books or/and periodicals and also if a user sits with MP3 player or any other audio or video player (not the computer) and is reading or writing. If a user is sitting alone with a laptop or library PC, we code it as „Sits alone with laptop“ or „Sits alone with stationary computer“. This activity is usually observed in the sitting down zones: wherever there are tables and chairs (zones C and H mainly).
Sits alone with a laptop (ALLT)
© Gintarė Paražinskaitė
We register this activity when a library user sits alone with a laptop, mobile or tablet computer (with the active screen) in the Mykolas Romeris university library. This activity is usually observed wherever there are tables and chairs (zones C and H mainly). This activity should be registered without distinction whether a person uses his own laptop or it is taken from the library laptop lending service if a library has one. 11
Sits alone with stationary computer (ALPC)
© Gintarė Paražinskaitė
Activity „Sits alone with stationary computer“ is registered when a user is using a library‘s stationary computer or a terminal regardless he/she is sitting or standing. This activity is observed in the computers zones (zone B). If a user is using both a stationary computer/a terminal and a laptop at the same time, we attribute this to activity „Sits alone with a laptop“, because we give priority to the usage of laptops.
Individual contact with staff (ALSF)
© Gintarė Paražinskaitė
This activity covers all direct contact with staff where library staff spends time with an individual user, whether it involves speaking, writing, demonstrating or walking around. Mykolas Romeris university library has a Department of user services, so users of the library can always find a consulting librarian at the entrance to the library, at the Information desk on the 2nd floor, in the Grand and Longish reading rooms, in the Lending department. This activity is based on the interaction of one user with the library staff and is usually observed at the information desks (zone A).
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A problem is that no consultations could happen during the counting of users‘ activities in the library (we do it every 2 hours), so we decided to count every consultation through the period between observation rounds.
Walks or stands in company (GRUP)
© Gintarė Paražinskaitė
We register this activity when library users participate in a group of two or more persons those who stand or walk around in the library without browsing and without relating to library staff. In some cases it is difficult to distinguish walking or standing from browsing. If the group is in the bookshelves zone we decide to code it as activity „Browses in company“.
Browses in company (GRBR)
© Gintarė Paražinskaitė
Activity „Browses in company“ includes library users participating in a group of two or more persons that browse or scan library materials on shelves together while standing or walking around, also includes watching exhibitions in a group. If users are searching the library electronic catalogue we code it as „Sits in a group with laptop(s)“ or „Sits in a group with stationary computer(s)“, because we do not observe what library users are doing with the computers. This activity is observed in the shelves and exhibition areas (zones D and E mainly). 13
Sits in a group without media (GRSI)
© Milda Pakulytė
Library users participate in a group of two or more persons without relating to computers, books, periodicals and other media or to library staff. Also this activity is registered if there is a group with media on the table, but users are not interacting with it, or with a computer (switched off or inactive screen). Users are in the sitting down zones (zones C, F, H and I mainly) talking, discussing or spending free time before or after work time.
Sits in a group with media (GRMD)
© Gintarė Paražinskaitė
This activity is registered when a group of 2 or more users participate without active computer, where at least one person relates to papers, books, periodicals or other media. If at least one member of the group is interacting with a computer, activity is registered as „Sits in a group with laptop(s)“ or „Sits in a group with stationary computer(s)“. This activity is usually observed wherever there are tables and chairs (zones C, F and H mainly).
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Sits in a group with laptop(s) (GRLT)
© Gintarė Paražinskaitė
A group of library users of 2 or more persons are using at least 1 laptop, tablet or other mobile computer with an active screen. This activity should be registered without distinction whether users are using their own laptop or it is taken from the library laptop lending service if a library has one. Users work in a group with mobile computers wherever there are tables and chairs (zones C, F, and H mainly).
Sits in a group with stationary computer(s) (GRPC)
© Gintarė Paražinskaitė
Activity „Sits alone with stationary computer“ is registered when a group of 2 or more users are using at least 1 library‘s stationary computer or a terminal with active screen regardless users are sitting or standing. This activity is observed in the computers zones (zone B). If a group is with a stationary computer and a laptop using both, we place them in activity „Sits in a group with laptop(s)“, because we give priority to the usage of laptops. 15
Group contact with staff (GRSF)
© Milda Pakulytė
This activity covers all direct contact with staff where library staff spends time with a group of 2 or more users, whether it involves speaking, writing, demonstrating or walking around. It was mentioned with activity „Individual contact with staff“ that users can always find a consulting librarian at the entrance to the library, at the Information desk on the 2nd floor, in the Grand and Longish reading rooms, in the Lending department. This activity is based on the interaction of a group of users with the library staff and is usually observed at the information desks (zone A). User training also are included here. A problem is that no consultations could happen during the counting of users‘ activities in the library (it was done every 2 hours in MRU library), so it was decided to count every consultation through the period between observation rounds.
Queuing (QUE)
© Gintarė Paražinskaitė
Activity „Queuing“ covers all visible waiting for service or facilities, whether in a proper line or not. A user or group of users is waiting for being helped or use some service, machine or space. This activity includes waiting for staff, waiting for access to equipment, toilet queues, etc. This activity is usually observed at the information desk, the printer/photocopier and the books check-out machine (zones A and G mainly). Users in a queue sometimes talk to each other and could sometimes be considered as a group, but we register them individually, not as a group. 16
Other activities (ETC)
© Milda Pakulytė
This one includes the activities not covered by the other categories. We register this activity when a user or a group of users is not engaged in any of the activities described above. The main guideline is when a user is doing something not as usual as the other activities in Mykolas Romeris university library. Examples of „Other activities“ are printing, copying, using the books check-out machine, playing leisure games, buying coffee, pouring water, sleeping, etc.
5. TTT method in MRU library The TTT method was firstly used in Norway, Oslo Public Library in 2004 and at Gjerdrum Public Library in 2005. Now there are more than 100 studies from the Norwegian libraries. In Lithuania for the first time this technology was tried out at Mykolas Romeris University Library. The detailed process of the TTT study in MRU library is available for you here in this chapter.
5.1. About MRU library For a better view, general information about MRU library will be presented in this section. It is useful to evaluate the development of the library before doing the research. Important facts as the number of students, architecture and the floor planning of the library, the provided services and the library personnel do great influence on the research. MRU Library link its activities with the University's strategic objectives and performance measures, the new requirements for the study process and consistent academic mindedness. It is actively and professionally involved in education and research process, collaborates with the University community. Library seeks to stay one of the most modern Lithuanian high school
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libraries, using the modern information technologies and providing high quality services satisfying the ever-changing needs and goals of the University.9 Mykolas Romeris University is an international university located in the Northern Europe. It is a recognized university in the global and European higher education sphere. At the end of 2012 MRU was evaluated by the European Commission and awarded the ECTS Label - the highest international form of recognition of quality activity. MRU continues to remain one of the main universities of choice in Lithuania. Even though in later years there has been a slight decrease overall in the number of MRU students, the total number of students indicates that the University continues to remain one of the most attractive universities in Lithuania. According to official statistics (the 1st of October, 2012), there were 18,531 students in MRU.10 MRU library has 15 reading rooms in the area of 3 338 m². There are 555 working places, including 145 computerized working places, in the Central Library Building and 2 campuses. MRU library readers are students, academic staff and other University employees and other individuals, who can only use the Library's materials in reading rooms. The Library acquires materials with regard to the University's priority research and study areas. The Central Building Library is available 7 days or 141 hours per week and is open during the Night Hours from 8 p.m. until 5 a.m. The Library offers 15 Reading Rooms where students can work and use all the Library resources: computer workplaces, electronic resources, scanners, printers and copy machines. All Library Reading Rooms provide computerized workplaces (145) with internet access, but students may use their own laptops in all University and Library locations, where free wireless internet access is offered. Most of the Library electronic resources can be accessed through the local area network, but the members of MRU academic community have remote access to subscription based Library resources through EzProxy connection. The collection of the library amounts to more than 240 688 items (books, periodicals). About 7 840 items are added annually. Besides printed materials MRU library has a lot of electronic resources:
Databases – 57
E-journals – 29 761 (in databases)
E-books – 241 816 (in databases)
CD’s – more than 600 titles
9
Bibliotekos 2012 m. veiklos ataskaita. http://www.mruni.eu/mru_lt_dokumentai/biblioteka/pdf/MRU_bibliotekos_ataskaita_2012.pdf [accessed on 4/10/2013] 10 Mykolas Romeris university 2012: summary. http://www.mruni.eu/mru_lt_dokumentai/apie_mru/dokumentai/mru_2012_annual_report_summary_final.pdf [accessed on 4/10/2013]
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Different trainings on the scientific information search and usage of the social technologies are organized for the acquaint students. The 1st year students are provided with the general information and are having trainings on the library usage at the beginning of the academic year. The Library is open for the people with disabilities: access for disabled persons is substantially improved by introducing lifts and adapted work places. Readers with vision handicaps can use a powerful electronic magnifier and a software „Magic“. There is also one computerized working place for people with minor motor disabilities in MRU Library. 11 Counting the activities of people with disabilities could be additional activity of the research. MRU library delivers a wide range of services for its users: traditional: borrowing items, online ordering, renewal, reservation of required books, interlibrary loan, internet, wireless networks, readers consultation at the information desks, readers ABC, trainings, scanning, printing, copying, etc. modern and exclusive: open night hours, remote access to subscribed full-text electronic
databases, booking a subject librarian, RSS, bibliometric index analysis and consultation, reservation of group study rooms and individual workplaces, news on Facebook and Twitter, consultations on Skype, books check-out machine, etc. Information to users is provided by phone, e-mail, Ask us platform, Skype, paper booklets, electronic magazine „Bibliotekos aktualijos“. MRU library users can find all the useful information on the web page http://www.mruni.eu/lt/universitetas/biblioteka/.
5.2. Statistical data collection in MRU library Libraries of higher education institutions as well as other libraries of Lithuania are under a juridical necessity of delivering statistical data to the National Martynas Mažvydas Library of Lithuania.12 Like the other libraries MRU library use the traditional methods of gathering statistical data: questionnaires, surveys, visitor counting, acquisition of materials, number of queries per period, statistical modules of the subscribed databases, interlibrary loan, statistics from the library‘s electronic catalogue ALEPH software, number of trainings and participants, provided services, etc. Social technologies are widely used in MRU library and, besides traditional statistics, library staff analyses users‘ comments in the English and Lithuanian library profiles on Facebook and Twitter. MRU academic staff can also contact the library personnel on social network LinkedIn. 11
Mykolo Romerio universitetas 2012: veiklos ataskaita. http://www.mruni.eu/mru_lt_dokumentai/apie_mru/dokumentai/2012_mru_rektoriaus_ataskaita.pdf [accessed on 4/10/2013] 12 Statistinės ataskaitos: formos, pateikimo tvarka. http://www.lnb.lt/bibliotekininkui/statistines-ataskaitos-formospateikimo-tvarka [accessed 4/10/2013]
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Two recent surveys were done using online survey system to find out the demands of MRU academic staff13 and students14. The TTT method was firstly used in MRU library in Lithuania. It is a new approach for gathering statistics about users‘ activities in the library. TTT is a cheap and simple method, which gives a good numerical access of how library users actually use the various parts of the library. The detailed description of TTT research process in MRU library is in the next chapter. 5.3. Preparation for the observations The area of MRU Central Building Library and 2 campus libraries is 3338 m². The Central Building library area is 2300 m². The research was done in the public spaces of the Central Building Library excluding only Prof. P. Leonas reading-room, which is the other block of the library and is designed for the academic staff, and rooms for library staff of course. The observations of users’ activities were done in the area of approximately 1800 m². There are 10 reading-rooms, a Lending department, 416 seats and 105 stationary computers for users in the research area. The period of data on user’s activities gathering was 5 days - the 15th-19th of April, 2013. Important thing to mention is that it was a period after Easter holiday, so students had been returned to their studies. There were used the standardized list of 16 activities in MRU library (see Table 2 above). MRU library is open almost 24/7 - it is open for users 140 hours and 20 minutes per week. You can see the schedule when the library is open below. Table 3. MRU library working hours. MRU library working hours Day
Day hours
Night hours
Monday
8:30 - 20:00
20:15 - 5:00
Tuesday
8:30 - 20:00
20:15 - 5:00
Wednesday
8:30 - 20:00
20:15 - 5:00
Thursday
8:30 - 20:00
20:15 - 5:00
Friday
8:30 - 20:00
20:15 - 5:00
Saturday
9:00 – 20:00
20:15 - 5:00
Sunday
9:00 – 20:00
20:15 - 5:00
Total: 140 hours 20 minutes per week
13
Apklausos „MRU mokslininkų poreikių tyrimas“ rezultatai. http://www.manoapklausa.lt/res/47509825079032/ [accessed 4/10/2013] 14 Vartotojų poreikių tyrimo anketa. http://www.manoapklausa.lt/res/47103476922238/ [accessed 4/10/2013]
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It was decided to count the users‘ traffic and activities at day time on working days (MondayFriday) every 2 hours starting 9 a.m. and finishing 7 p.m. Library staff had to do 6 observations rounds per day, so 30 observations rounds in total. There were done 6485 individual observations through the period of users‘ activities data gathering. The timetable when observations were done is given below in the Table 4. Table 4. Users’ activities observation timetable. Observation rounds Day
Round 1
Round 2
Round 3
Round 4
Round 5
Round 6
Monday (April 15, 2013)
9:00
11:00
13:00
15:00
17:00
19:00
Tuesday (April 16, 2013)
9:00
11:00
13:00
15:00
17:00
19:00
Wednesday (April 17, 2013)
9:00
11:00
13:00
15:00
17:00
19:00
Thursday (April 18, 2013)
9:00
11:00
13:00
15:00
17:00
19:00
Friday (April 19, 2013)
9:00
11:00
13:00
15:00
17:00
19:00
Total: 30 observation rounds
MRU library like other modern library has electronic gates at the entrance to the library for the security reasons. This installation also counts library visitors. The number of visitors per day during the users’ activities observation period is given below in the Table 5.
Table 5. Number of visitors per day during observation period. Day
Number of visitors
Monday (April 15, 2013)
2393
Tuesday (April 16, 2013)
2351
Wednesday (April 17, 2013)
2368
Thursday (April 18, 2013)
2105
Friday (April 19, 2013)
1454 Total: 10671
There were used a standardized list of users activities in MRU library as you can see in Table 6. The detailed description of users’ activities is in chapter 4.
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Table 6. Users’ activities and letter codes. Letter codes
Activities
ALUP
Walks or stands alone.
ALBR
Browses alone.
ALSI
Sits alone.
ALMD
Sits alone reading (or writing).
ALLT
Sits alone with laptop.
ALPC
Sits alone with stationary computer.
ALSF
Individual contact with staff.
GRUP
Walks or stands in company.
GRBR
Browses in company.
GRSI
Sits in a group without media.
GRMD
Sits in a group with media.
GRLT
Sits in a group with laptop(s).
GRPC
Sits in a group with stationary computer(s).
GRSF
Group contact with staff.
QUE
Queuing.
ETC
Other activities.
It is important to remember that:
AL = Alone
BR = Browses
SF = Staff
GR = Group
MD = Media (without data)
QUE =Queue
UP = Standing UP
LT = Laptop
ETC = Other
SI = Sits
PC = Stationary PC
Public area for users was divided into 10 zones. Every zone has its color and a letter code, which helps to mark zones much easier in the schemes of the library floors. Measuring the area of each zone was done additionally, which gives a possibility to evaluate, if there is enough space for users. The counting of seats and stationary computers for users was done also. Comparing the number of users at the most busy hours with the number of seats and stationary computers will give answer to the questions:
Is there enough seats for users in the library?
Do we have enough stationary computers for users in the library?
Comparison can be done in two ways: 1. Evaluating and comparing the whole public area of the library, total numbers of seats and stationary computers for users with the number of visitors at the most busy hour. 22
2. Evaluating and comparing the area of each zone, exact number of seats and stationary computers for users in each zone with the number of visitors in that zone at the most busy hour. Table 7. Library zones, letter codes and zone colors. Letter codes and
Zones
Zone area (m²)
zone color
Number of
Number of
seats (for users)
stationary computers (for users)
A
Information desk zones
56,9
-
103
B
Computer zones
272
128
C
Sitting down zones
274
175
D
Periodicals zones
42,5
-
-
E
Book zones
388,5
-
-
F
Group rooms zones
76
42
-
45,7
8
2
G
Photocopier and printer zones
H
Silent zones
84,3
55
-
I
Leisure zones
38,5
8
-
L
Hall zones
82
-
-
The distribution of people between zones depends on available seats, including access to library stationary computers. This information is included in the description of zones. To forestall the events, there are enough seats and stationary computers for users in MRU library. Every library has its own particularity: architecture, different number of floors, etc. MRU Central Building library is situated on the Ground floor and on the 2nd floor. The Grand readingroom is situated on two floors (the Ground floor and the 1st floor). Just to mention for the purpose of clarity, that all the data from the users’ activities observations in the Grand reading-room was assigned to the block of the Ground floor (see the section “Collected data processing”). Floor plans and the division into zones differ greatly from library to library. An architectural plan of MRU library was available, so the author had to do some amendments – otherwise researchers need to make their own sketch of all areas open to the public. MRU library plan covering is given below in pictures 1, 2 and 3.
23
Picture 1. The Ground floor
Picture 2. The 1st floor of the Grand reading-room
he 2nd floor
Picture 3. The 2nd floor
24
5.4. Observation of Users’ Activities in MRU Library For the generalization it must be stated, that all the preparations were done: a time plan with dates and times for all observation rounds, a list of activities to be observed, a library floor plan covering, a library plan division into functional zones. The next step is to organize the team for the observations and to give detailed instructions, how to count users‘ activities. In small libraries with little number of users and area observations can be done by one person. Here in MRU library observations were done by 17 librarians from the Department of user services (6485 observations were done in total). Observation rounds were done every 2 hours starting 9 a.m. and finishing 7 p.m. – 6 rounds per day. Taking into consideration the public area of the Central building library (approximately 1800 m²), the average number of visitors per day (2134) and the number of activities (16) it would be very hard to do the counting for one person. Observations were done in these public spaces of the Central Building Library: the Hall, the Grand Reading-room, the Longish reading-room, the Mini reading-room, the Lending department, 3 Group study rooms, the Internet reading-room, the Lecturer’s reading-room, 2 Silent reading-rooms and leisure zones. Another important thing is to create tables for registering data during the observations (an example of the table for data registering is in the Appendix 1). 5 tables were created and attributed to 5 points in the library. The area of MRU Central building library, where the observations were done, has 5 information points, where library users can get help. It means that a person, who is responsible for a Reading-room or a Lending department did the counting in the area to which he is assigned. There could be some difficulties, for example, when the same zones are in the different places of the library. It is important to assign one or other activity to a particular zone for the right data processing.
5.5. Collected data processing The basic methodology on data processing will be presented in this part of the chapter. As it was mentioned earlier total number of individual observations is 6485. All the registered data must be transferred into a spreadsheet. Researcher can use:
25
Microsoft Office Excel spreadsheets. A wide range of functions is offered in this software and, to authors’ opinion, is more comfortable for entering big amounts of data. Charts look better here also.
Google tools (Google Docs and Google Drive). Google platform guarantees implementation of principles of technical openness and availability. Google tools are free for the registered users. Another advantage of Google tools is easy collaboration using Google Drive.
other spreadsheets.
The electronic workbook should consist of 5 sheets: 1. Intro. This one is not necessary, but, if you are doing the TTT research for the 1st time, you should load here the list of activities with letter codes, the library floors with abbreviations and the list of zones with the letter codes and assigned colors. This will help to quickly recall the meaning of the letter codes used in other sheets. 2. OBS. Collected data on users’ activities must be transferred into the sheet of Observations. It shows the number of activities from each observation round in different zones. A summation of the data from the observation rounds using formulas must be done in the end of the sheet. This sheet is a database for the data interpretation in the other sheets. A number of lines in this sheet depends on the number of the observation rounds and users’ activities. There are 592 lines in the case of MRU research. An example of the collected data from one observation round is in the Appendix 2. 3. Week. There are 2 tables in this sheet. The 1st table provides information, how many activities were counted on each day of the week in each zone. The 2nd table shows total number of activities on each floor on every day of the week. The data is taken from the Observations sheet using formulas. The examples of those tables are in the Appendix 3. 4. Day. There are 2 tables in this sheet. The 1st table provides information, how many activities were counted on the exact observation hour in each zone that let us know on whose hours library is mostly occupied. 2nd table shows total number of activities on each floor on the exact observation hour that let us know whose floors of the library are more popular. The data is taken from the Observations sheet using formulas. The examples of those tables are in the Appendix 4. 5. Act. The table in the sheet of Activities provides information how many activities at all were registered in each zone. The data is taken from the Observations sheet using formulas. An example of this table is in the Appendix 5.
26
So the most important thing is to type gathered data on users’ activities to the 2nd sheet (Observations sheet) and to do the right and accurate formulas for the automatic data transferring into other sheets.
5.6. Findings of the Research The main findings of TTT research in MRU library and some charts illustrating the processed data are given below. General findings of the research are: -
the actual use of computers was higher than expected - library users are mostly using laptops and stationary computers,
-
the frequency of activities carried out in groups was higher than expected; most of the students do their research individually, but also prefer working in groups of 2 people and more,
-
contacting with staff was higher than expected - consultations with the library staff are popular among the library users,
-
purely social activities (not involving computers or media) were less than expected. The main indicators are available in the diagrams below.
Diagram 1. Users’ Activities in MRU library.
Users' Activities
Users' Activities in MRU Library (April, 2013) Other activities Queuing Group contact with staff Sits in a group with stationary computer(s) Sits in a group with laptop(s) Sits in a group with media Sits in a group without media Browses in company Walks or stands in company Contact with staff alone Sits alone with stationary computer Sits alone with laptop Sits alone reading (or writing) Sits alone Browses alone Walks or stands alone
262 70 164 207 360 203 131 119 193 564 1075 2008 566 109 210 244 0
500
1000
1500
2000
2500
Number of Observations 27
Diagram 1 shows the number of each activity during the period of observations. The leading fields belong to activities “Sits alone with laptop” (2008 observations) and “Sits alone with stationary computer” (1075 observations). The percentage look of the leading activities is in the Diagrams 2 and 3. Diagram 2. Tradition vs. Modernity.
Tradition vs. Modernity (April, 2013) 2% 4%
12%
12%
Sitting w/media Sitting w/o media
23%
Using PC Stand/walk
42%
Using LT
5%
Browsing Contact
Seven blocks (individual + group) of activities are reflected in Diagram 2: Sitting with media (books, papers, etc., but not the computers), Sitting without media (doing nothing), Using stationary computers, Standing or walking, Using laptops, Browsing and Contacting with the library staff. 42 % (almost half) of the library users are using laptops. 23 % of the library visitors use stationary computers. Diagram 3. Computers vs. paper.
Computers vs. Paper (April, 2013) 17% Computers Paper
83% 28
Diagram 3 reflects usage of the computers (stationary and laptops) and paper media (books, periodicals or other writings. 83 % of the library users prefer computerized work. It is important to mention, that, if a person use computer and printed media at one time, the activity is attributed to the group of using computers. Only 17 % of the library users work with paper media. Digital technologies make the impact of change on both teaching and independent studying. The role of technologies is growing coherently in the all fields of social life including the higher education. Usage of them leads to the shortness of processes, the growth of efficiency, the simplification of management and the reduction of expenditure. Diagram 4. Individual work vs. Group work.
Individual vs. Group (April, 2013) 42%
45% 40% 35%
26%
30%
23%
25% 20% 15%
10%
15% 12%
15%
12%12% 9%
10% 5%
14% 5%
2%
4%
0%
Sitting w/media
Sitting w/o media
Using PC
Stand/walk Alone
Using LT
Browsing
Contact
Group
A percentage expression of Individual and Group work is reflected in the Diagram 4. The same seven activities as in the Diagram 2 were taken and divided into two sections: Individual work and Group work. The split between Individual and Group work is obvious only in the activity “Using laptop”. So the general finding from this dataset is that library visitors are used to do the collective work. In conclusion it must be said, that TTT method revealed very useful information how to use library spaces more efficiently and can be used as a tool for the library space planning. It is interesting and librarians need to know, what is happening in the field of higher education and especially in their libraries. Besides general findings that are at the beginning of this section, it was noticed, that students are in a big need of private individual and group study rooms. 29
Conclusions TTT is a cheap and simple method to gather data about users‘ activities in the library. It gives a good numerical access of what they are doing in the library and how library users actually use the various parts of the library. TTT reveals both the quality - or the kinds of activity – and the quantity of use. Librarians have little systematic information on users‘ activities inside their libraries and are not familiar with the structural and systematic research on the performance of their libraries. TTT is an alternative to traditional methods of gathering the statistical information and gives the additional value revealing users’ behavior inside the library through their activities in the library zones. It is a new approach for gathering library statistics. By using this method MRU library seeks to improve its activities. TTT can be used as a tool for the library space planning. Using TTT method in MRU library revealed useful information, what users are doing inside the library. Most of the library users are working with mobile devices: laptops, iPads and other. Stationary computers are popular in MRU library also. The habits of working with printed materials are transforming from making notes in written form to using the mobile devices, whose number is growing inevitably. It was noticed that the library users are used to do collective work and are in need of consultations by the library staff. TTT was firstly used in MRU library in Lithuania and could be a good practice for other Lithuanian libraries to gather statistics on their users’ activities inside the library. Looking ahead a comparative study on TTT researches in Lithuanian libraries could be done. To ensure the possibility of the longitudinal analysis MRU library is looking ahead to do the same research in 2014.
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References 1.
Apklausos
„MRU
mokslininkų
poreikių
tyrimas“
rezultatai.
http://www.manoapklausa.lt/res/47509825079032/ [accessed 4/10/2013] 2.
Arango A. M., Escobar C. and Molnár A. 2009. Students in action: An observation study of the Oslo
University
College
Learning
Centre.
https://docs.google.com/document/d/1tEnRk9i5stiUnQ5OdYIB9N5I5MHPQMrVYdZTXND7V0/preview?pli=1 [accessed 4/10/2013] 3.
Bibliotekos
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m.
veiklos
ataskaita.
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Hoivik T. 2008. Count the Traffic. World Library and Information Congress: 74th IFLA General Conference
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[accessed
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Track
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Traffic.
A
new
approach
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8.
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Appendix 1. Users’ activities data registering table. Day No. Activity
ALSI
4
ALMD
5
ALLT
6
ALPC
7
ALSF
8
GRUP
9
GRBR
10
GRSI
11
GRMD
12
GRLT
13
GRPC
14
GRSF
15
QUE
16
ETC
number
h
number
h
number
h
number Total
19:00
3
h
17:00
ALBR
number
15:00
2
h
13:00
ALUP
number
11:00
1
09:00
h
Total 9:00-19:00
32
Appendix 2. Observations sheet. Ground
Ground
Ground
Floor
and 2nd
and 2nd
and 2nd
Zones
A
B
C
Date
Weekday
Time
Activity
15,04
Mon
9:00
ALUP
15,04
Mon
900
ALBR
15,04
Mon
900
ALSI
15,04
Mon
900
ALMD
15,04
Mon
900
ALLT
15,04
Mon
900
ALPC
15,04
Mon
900
ALSF
15,04
Mon
900
GRUP
15,04
Mon
900
GRBR
15,04
Mon
900
GRSI
15,04
Mon
900
GRMD
15,04
Mon
900
GRLT
15,04
Mon
900
GRPC
15,04
Mon
900
GRSF
15,04
Mon
900
QUE
15,04
Mon
900
ETC
Ground D
Ground and 2nd E
Ground F
Ground and 2nd G
2nd H
Ground and 2nd I
Ground L SUM
It is an example for data entering from one observation round.
33
Appendix 3. Week sheet.
Floor
G and 2nd
G and 2nd
G and 2nd
G
G and 2nd
G
G and 2nd
2nd
G and 2nd
G
Zone
A
B
C
D
E
F
G
H
I
L
SUM
Mon Tue Wed Thu Fri
Ground floor and 2nd floor
Ground floor
2nd floor
Total
Mon Tue Wed Thu Fri
G – the Ground floor 2nd – the Second floor 1st table provides information, how many activities were counted on each day of the week in each zone. 2nd table shows total number of activities on each floor on every day of the week.
34
Appendix 4. Day sheet.
Floor
G and 2nd
G and 2nd
G and 2nd
G
G and 2nd
G
G and 2nd
2nd
G and 2nd
G
Zone
A
B
C
D
E
F
G
H
I
L
SUM
9:00 11:00 13:00 15:00 17:00 19:00 SUM
Time
Total
Ground floor and 2nd floor
Ground floor
2nd floor
9:00 11:00 13:00 15:00 17:00 19:00 SUM
G – the Ground floor 2nd – the Second floor 1st table provides information, how many activities were counted on the exact observation hour in each zone. 2nd table shows total number of activities on each floor on the exact observation hour.
35
Appendix 5. Activities sheet.
Floor
G and 2nd
G and 2nd
G and 2nd
G
G and 2nd
G
G and 2nd
2nd
G and 2nd
G
Zone
A
B
C
D
E
F
G
H
I
L
SUM
ALUP ALBR ALSI ALMD ALLT ALPC ALSF GRUP GRBR GRSI GRMD GRLT GRPC GRSF QUE ETC SUM
36
