JiscMail Logo
Email discussion lists for the UK Education and Research communities

Help for LIS-LINK Archives


LIS-LINK Archives

LIS-LINK Archives


LIS-LINK@JISCMAIL.AC.UK


View:

Message:

[

First

|

Previous

|

Next

|

Last

]

By Topic:

[

First

|

Previous

|

Next

|

Last

]

By Author:

[

First

|

Previous

|

Next

|

Last

]

Font:

Proportional Font

LISTSERV Archives

LISTSERV Archives

LIS-LINK Home

LIS-LINK Home

LIS-LINK  November 2013

LIS-LINK November 2013

Options

Subscribe or Unsubscribe

Subscribe or Unsubscribe

Log In

Log In

Get Password

Get Password

Subject:

FEEDBACK on Library Enquiry Services Statistics Collection

From:

Laura Byrne <[log in to unmask]>

Reply-To:

Laura Byrne <[log in to unmask]>

Date:

Wed, 6 Nov 2013 13:21:57 +0000

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (25 lines)

Dear all

Many thanks to all those who kindly came back to me about how people collect Library Enquiry Services statistics and the methods to use. 

Quite a few wanted me to share the results so here they are. Most tend to collect stats at different points (or throughout) the year and not just at SCONUL times and the methods used vary from manual (e.g. paper) to electronic.

1. We've just introduced LibAnalytics (from Springshare) as an online enquiry logging tool.   This is used on our library enquiry desk - staff are expected to log enquiries under the SCONUL headings, and some extra details as well (e.g. user profile, length of enquiry etc). It's a very flexible piece of software and can also be used to record questions and answers, thereby building up a knowledge base to help staff with FAQs - or indeed unusual questions. We previously used traditional pen and paper but early indications are that staff are finding the new system easy to use - we're recording more enquiries which probably indicates there was  a tendency to forget when we used five bar gates. 
We'll  probably use this at other service points when SCONUL enquiry week comes around. City University

2. This is very timely as we're looking at the same topic at the University of Worcester . Our situation is different to other university libraries as The Hive is a joint university and public library. Staff are roving so we have small desks but they aren't based there. This year we gave staff small cards listing the 4 topics used by SCONUL for information enquiries and asked them to keep a tally for each shift. The card was designed so it could be clipped to a lanyard or put in a pocket and team members were asked to complete one for each of their shifts during the sample week. They had to distinguish between university and public enquiries so that was an added complication and as we have a large number of people covering our opening hours we didn't get the message out to everyone about how to do this.  We are reviewing the process for this academic year. We have a fixed Academic Helpdesk staffed by university librarians where we keep statistics of enquiries all year round  - on paper. The information enquiry exercise described above was carried out for the SCONUL sample week only. Before we moved to The Hive in July 2012 we collected all statistics on paper tally sheets. We are rethinking our practice so I'd be very interested in seeing the information you receive if you're happy to share it. University of Worcester 

3. We also use a mix of systems to get our statistics. Telephone enquiries are kept all year round via an RMS call logging database. Email, live chat and face to face enquiries are logged through a LibAnswers platform. Email and live chat are recorded all year round, whereas face to face enquiries in previous years have been just for Sconul returns and were paper based. We are just in the middle of a trial regarding recording face to face enquiries electronically again done through LibAnswers, but  so far this looks like proving a huge success, not sure if we'll decide to do it as an all year round thing yet that will be part of our final evaluation of the trial. The using of RMS for the telephone enquiries is fast, but collating stats out of it is not good we find the reports offered don't pull statistics on what we want (some real basics). We're still in the honeymoon period with LibAnswers so everything is going swimmingly, but it's early days as I say. Could I ask for a copy of the feedback you get through LIS-LINK please. Edgehill

4. Here at NUI Maynooth we have just started using an enquiry management system called Knowall Enquire.  It’s a software package which we customised to suit our requirements e.g. we can populate it with “quick queries” i.e. directional etc. or enter all other types of queries.   For more in-depth queries we can also assign tasks to other groups in the library e.g. special collections request or acquisitions.  We are rolling it out library-wide at the moment but our Information Desk are the primary users.  Previous to this we used paper tick sheet but, as you rightly say, it didn’t capture all the kinds of queries we got.  In Enquire, we’ve set up various reports for statistics gathering which we can (and do) run at any time.  This is particularly good.  Positives are that it is user-friendly, captures all those ‘quick’ queries, highlights the in-depth ones.  Negatives – there was a settling period when stats were down but they’ve come back up again as staff get used to using it.  Other than that its working out quite well. The website is http://www.baileysolutions.co.uk/knowall if you wish to take a look.  NUI Maynooth 

5. Here at the University of Edinburgh, in addition to the SCONUL recording week, we have this year recorded over a two week period in September face to face enquiries against a 50 point list of enquiry types at each of our 10 library helpdesks.  This resulted in some 16,000 logs with a 50/50 split between our Main Library and 9 sites. 
Part of the purpose of using the 50 point list of enquiry types was to trial useful headings for electronic enquiry capture.  We are going to utilise our existing call management system (TopDesk) to allow quick call recording by way of helpdesk staff scanning users' University cards to identify the persons (or otherwise selecting an anonymous user), then selecting an enquiry type from a list, and completing the log.  Our colleagues at Sheffield Hallam University are already using this tool.  Our initial implementation is scheduled for end of November and more fully in 2014.
University of Edinburgh

6. We keep statistics throughout the year at Loughborough (and have done ever since I have  been here, which is nine years ago). We record the stats on sheets on each enquiry desk and then transfer the data onto excel spread-sheets. We don't have any electronic recording as, to be honest, I have never seen the point in a high tech solution, when a low tech one works just as well. I use the information in quarterly reports to Management Group and also for providing business cases to Library and University Management. I also provide a summary in my annual report.  Because we have years' worth of data (down to the hour on a specific day) it means I am able to provide analysis extremely quickly and don't have to wait to gather information - it has helped me achieve lots of things - increased staffing, reduction in short loan collection - I like to throw a number at people which I can support with evidence. 
Loughborough University Library

all best

Laura

Top of Message | Previous Page | Permalink

JiscMail Tools


RSS Feeds and Sharing


Advanced Options


Archives

September 2018
August 2018
July 2018
June 2018
May 2018
April 2018
March 2018
February 2018
January 2018
December 2017
November 2017
October 2017
September 2017
August 2017
July 2017
June 2017
May 2017
April 2017
March 2017
February 2017
January 2017
December 2016
November 2016
October 2016
September 2016
August 2016
July 2016
June 2016
May 2016
April 2016
March 2016
February 2016
January 2016
December 2015
November 2015
October 2015
September 2015
August 2015
July 2015
June 2015
May 2015
April 2015
March 2015
February 2015
January 2015
December 2014
November 2014
October 2014
September 2014
August 2014
July 2014
June 2014
May 2014
April 2014
March 2014
February 2014
January 2014
December 2013
November 2013
October 2013
September 2013
August 2013
July 2013
June 2013
May 2013
April 2013
March 2013
February 2013
January 2013
December 2012
November 2012
October 2012
September 2012
August 2012
July 2012
June 2012
May 2012
April 2012
March 2012
February 2012
January 2012
December 2011
November 2011
October 2011
September 2011
August 2011
July 2011
June 2011
May 2011
April 2011
March 2011
February 2011
January 2011
December 2010
November 2010
October 2010
September 2010
August 2010
July 2010
June 2010
May 2010
April 2010
March 2010
February 2010
January 2010
December 2009
November 2009
October 2009
September 2009
August 2009
July 2009
June 2009
May 2009
April 2009
March 2009
February 2009
January 2009
December 2008
November 2008
October 2008
September 2008
August 2008
July 2008
June 2008
May 2008
April 2008
March 2008
February 2008
January 2008
December 2007
November 2007
October 2007
September 2007
August 2007
July 2007
June 2007
May 2007
April 2007
March 2007
February 2007
January 2007
2006
2005
2004
2003
2002
2001
2000
1999
1998


JiscMail is a Jisc service.

View our service policies at https://www.jiscmail.ac.uk/policyandsecurity/ and Jisc's privacy policy at https://www.jisc.ac.uk/website/privacy-notice

Secured by F-Secure Anti-Virus CataList Email List Search Powered by the LISTSERV Email List Manager