Gathering Meaningful Statistics to measure excellence using Knowall Enquire

Gathering Meaningful Statistics to Measure

Excellence using Knowall Enquire

Laura Connaughton Maynooth University

[email protected] @lozconn

mailto:[email protected]

While formally established as an autonomous university in 1997, Maynooth University traces its origins to the foundation of the Royal College of St. Patrick in 1795, drawing inspiration from a heritage that includes over 200 years of education and scholarship

The University community comprises over 9,500 students and 800 staff from more than 20 countries

Two Libraries– Russell Library, Special Collections and pre-1850 material– John Paul II Library (JPII)

www.maynoothuniversiy.ie/library

South CampusSt. Patrick’s College

South CampusNew Library

http://www.maynoothuniversiy.ie/library

Measuring Excellence

www.maynoothuniversity.ie/library

• Metrics are becoming more and more important in terms of demonstrating library work and value

• Maynooth University Library – new building, new facilities, new resources – we want to be able to demonstrate our value and commitment to teaching, learning and research at Maynooth University

• KnowAll Enquire helps us monitor enquiries and generate meaningful statistics which means we can monitor and improve our service and prove our value

http://www.maynoothuniversity.ie/library

Gathering of Metrics in MU


• Recent change in Maynooth University Library from

paper based enquiries to online based enquiries

• KnowAll Enquire purchased and adapted for practical use

in our Library

• KnowAll Enquire can improve the user experience,

measure excellence and recently helped inform the

Quality Review in MU Library


Our Enquiry Management


• Opportunity to streamline all our library enquiries and statistics into one central point

• Ability to measure customer enquiries, for example, amount of enquiries, time taken, busy/quiet times and many other library-wide statistics

• Provide clarity for library staff – ability to see if enquiries are answered/resolved, what the answer is for future reference

• With our new library, we expected library usage to increase and were being proactive in terms of gathering metrics


What kind of Metrics do we gather?

• Library Information Services– Information Desk– Admission Desk– Contact method (face-to-face, Chat, email etc.)– Enquiry Type– Membership and Access Applications including

details– Shelving, Access Control




• Facilities Team (Extended Opening Hours)– Headcounts– Building Issues e.g. Heating, windows etc.– Extra Hours worked

• Learning, Teaching and Research Development– LIST (Library Information Skills Tutorials) – Classes, duration, amount of attendees, notes – Library Tours– Orientation– Room Bookings and Events




• Subject Librarians– Amount of enquiries and details– Contact method– Time by subject

• Digital and Electronic Collections– Queries e.g. Summon, digital/electronic collections– Off campus access

• Online Form• Patron Information



KnowAllEnquireProvided by Bailey Solutions

An Overview

Information Desk Interface


Sample Subject Librarian Interface


Digital and Electronic Collections Interface


Reporting

Statistics and Information

Custom Reports – Information Services



Report : Maynooth University Information Desk (By Contact Method) Shows Enquiries By Contact Method And Gives Percentage



Report : Maynooth University Subject Librarians Showing Count and Time by Subject



Where do we use these statistics?

Quality Review


• Irish Universities Act 1997

• Irish Universities Quality Board (IUQB) 2002

• 3 cycles (2004, 2010 and 2015)

• Each department undergoes individual review

• Period under consideration – 5 years

• Self Assessment Report (SAR) – reflective and evidence

based

• Peer Review Visit

• Peer Review Report

• Quality Implementation Plan


Inclusion in the Quality Review Report



Where do we use the statistics?


• Library Information Skills Tutorials (LIST)• Learning, Teaching and Research Development –

Subject Librarian Team• Patron Information – year of study, subjects,

FT/PT• Online Form – out of hours• Summon Feedback• Infograph for presenting information• Wider University bodies – Career Development


Evaluating Meaningful Statistics


• Reporting of metrics and statistics an excellent feature

• The level of detail in the reports has the ability to dig down to both quantitative and qualitative information

• Ability to improve customer service, e.g., what is the most asked question re. databases, do we need to do more training/advertising?

• Gives an overview of busy/quiet time data to inform of changes to opening hours etc.

https://www.pinterest.com/jtl505/dilbert/


https://www.pinterest.com/jtl505/dilbert/


Libraries need to proactively show our value and KnowAll

Enquire is key to us demonstrating this in a variety of

ways


Conclusion

• Reflection on our library service

• Performance measurement

• Showing our value

• Underpinned by the evidence from sources such as Knowall Enquire and Annual Reports



More Information

Fallon, H. and Purcell, J (2013) Self and Peer Assessment a method of improving Quality. SCONUL Focus 59, pp. 38-42 http://www.sconul.ac.uk/sites/default/files/documents/13_12.pdf

Presentations by Laura Connaughton on Slideshare:http://www.slideshare.net/LauraConnaughton

Maynooth University Quality Review Blog 2015 https://libraryqualreview2015.wordpress.com/

Knowall Enquire by Bailey Solutionswww.baileysolutions.co.uk


http://www.sconul.ac.uk/sites/default/files/documents/13_12.pdf

http://www.slideshare.net/LauraConnaughton

https://libraryqualreview2015.wordpress.com/

http://www.baileysolutions.co.uk/


Thank You

Questions?

Contact Details

Laura ConnaughtonAssistant Librarian - Library Information Services

[email protected] @lozconn


mailto:[email protected]


Gathering Meaningful Statistics to measure excellence using Knowall Enquire

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