And I agree with all.
Is this in part the problem of collating effectively data from
different sources (manual, LMS, PC Booking, People Counters, etc. etc),
the inconsistences in each of those sources, the accuracy of those
sources - and the sheer difficulty (and hence operational cost) of
getting that data out in the first place?
And then that gives us statistics - perhaps better to look at Metrics
and Workflow (what we used to call 'Time and Motion'). Steven's point
about the level of activity to achieve resutls when items are returned
is very pertinent.
But that leads to scrutiny - and the need to face possible change. Both
ourselves, and to pressure those in the various supply chains (inside
and outside our organisations) to change, and is it realistic that trese
can be changed, and if so , in what timescale?
If we map the Catchment area of users of a library (we did this in 2002
using GIS, but it had been done before by manual means) can we then get
libraries moved to balance out provision (if necessary)? Can we use
demoraphic data for the poplulation inside that catchment area to modify
the existing library operationn to attract non-users, and market to
them? Knowledge is fine - what can we change in reality?
But what is mutuallly exclusive about metrics for oursleves and
statistics for those who demand them of us? Can we not do both? Can we
define the former? Are there universal measures we could all agree and
apply (and/or adapt)? Do we have the will?
Regards
JU
John Usher
ICT Manager
Library and Heritage Services
Islington Council
Central Library
2 Fieldway Crescent
LONDON N5 1PF
Tel: 020 7527 6920
Mobile: 07825 098 223
Fax: 020 7527 6926
Alternative contact: Michelle Gannon - 020 7527 6907
www.islington.gov.uk
How to get to Central Library:
http://www.islington.gov.uk/Education/Libraries/Local/Central.asp
-----Original Message-----
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]] On Behalf Of Dash Graham
Sent: 31 Aug 10 12:24
To: [log in to unmask]
Subject: Re: [LIS-PUB-LIBS] Statistics
I agree with both correspondents - I've just completed the CIPFA stats
and their breakdowns share little in common with what we actually
collect or even want to collect.
Graham
Graham Dash, MCLIP, Library Services Manager (Systems & Development)
Environment & Leisure Group, Leisure & Libraries London Borough of
Sutton, Central Library, St Nicholas Way, SUTTON, Surrey SM1 1EA .
Tel.: 020 8770 4763, Mobile: 07515137830, Fax: 020 8770 4777
Borough web site: www.sutton.gov.uk/index.aspx?articleid=907
Library Catalogue web site: www.sutton-libraries.gov.uk
P Please consider the environment before printing this e-mail.
________________________________
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]] On Behalf Of Steven Heywood A
Sent: 31 August 2010 11:26
To: [log in to unmask]
Subject: Re: Statistics
Thanks for this, Nick. Interesting to see you're doing a Mosaic
analysis; we're doing similar, mapping membership, loans and use of The
People's Network. It's thrown up a few issues about the quality of some
of our data, which is disappointing but still very useful as now we know
what we need to put right for the future. Fingers crossed, we'll be able
to do something useful with the results.
One of the things that constantly baffles me is the tendency to
exclusively focus on statistics that outside bodies require, rather than
data and statistics that are actually useful management information.
Especially as so many of the external requirements are reflections of
what was measurable fifty years ago (echoes of the "we just computerised
Browne Issue" comment on this list a few days ago) and even they don't
fully reflect what was actually being delivered at that time. Nick,
Alyson and Matthew have pointed out some of the inadequacies of this
approach from a customer-facing perspective. From a resource manager's
point of view this approach is almost entirely lacking. For instance, if
you were to ask somebody how busy a lending library is they'll use
issues and visitor figures as the first port of call because that's what
we're asked for because that was what could be traditionally measured.
While that's a true-ish reflection of the majority of customer
transactions, it's not a remotely true reflection of how much staff time
is required for the business. How many of us know which is the busy day
for returned books in our libraries? Once an item's issued it's job done
and nothing needs doing further for a few weeks. Once an item's returned
something needs to be done with it. That's a too-often-unmeasured
workload, one of many, and significant when planning staffing provision
in general and shared service points in particular.
As usual, just my two penn'orth.
Steven
Steven Heywood
Systems Manager
Wheatsheaf Library
Baillie Street
Rochdale
OL16 1JZ
Tel: 01706 924967
http://www.rochdale.gov.uk/libraries
http://libraries.rochdale.gov.uk <http://libraries.rochdale.gov.uk/>
________________________________
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]] On Behalf Of Nick London
Sent: 30 August 2010 23:12
To: [log in to unmask]
Subject: Re: Statistics
When I posted a long time ago - last week - to the effect that we need
to learn a lot from the retail sector about using our data, this kind of
thing is very much what I had in mind.
I have not before heard of psychographic segmentation as advocated by
Matthew Mezey, but I agree with Alyson that we should use statistics in
a helpful way to us, rather than what Cipfa/DCMS/Audit Commission and
other such bodies dictate to us. However, I think this requires the
library profession to be more assertive and challenging of these kinds
of bodies than we are accustomed to...
The recent debate on the media-promoted 'downward trend' and the
general pointlessness of the NI9 indicator shows how shallow we are as
yet in understanding our customers. Matthew's suggestion is one of
many different ways to make more sense of customer information and
behaviour than we normally use. To quote a couple of examples (i hope
there are many more out there):
Leicestershire Libraries have done some very interesting and productive
work in analysing data from a simple base of frequency and currency of
user loans, as part of an academic research project.
In Nottinghamshire we are using similar loans data to match postcode of
user to the well-established Mosaic database of population types. This
is commonly used in commercial and some public sector applications, to
predict consumer behaviour patterns and preferences based on the kind of
house you live in. At the moment we are only scratching the surface of
this approach and inevitably it comes down to time and access to
expertise. But if we exploited this kind of analysis fully then we
would have a much better idea of what attracts some people to libraries
and why others don't even think about us as an option.
Nick
(Service Manager: Systems & Performance
Nottinghamshire Libraries
0115 982 9029)
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