Using Suma to track desk transactions

Joyce ChapmanDuke University LibrariesAssessment Coordinator

March 24 2015

Service desk transaction tracking

Analysis for data-driven management

0%

4%

8%

12%

16%

20%

1am

2am

3am

4am

5am

6am

7am

8am

9am

10a

m

11a

m

12p

m

1pm

2pm

3pm

4pm

5pm

6pm

7pm

8pm

9pm

10p

m

11p

m

12a

m

% Research transactions by hour of the day

50%

24%

19% 18%

13%

8% 7%

12%

Research transactions by day of the week (semester data only)

Problems with the data

• Estimated that up to 50% of

transactions were not being recorded!

• Tool takes too long, too clunky• During busy periods in particular,

staff are often unable to record

LibAnalytics

Alternative software?

Suma

Suma

Suma

Suma versus LibAnalytics

• Suma has no login (saves time, but doesn’t auto-track who recorded the data)

• Suma can only take binary data based on tags, does not accept text input (cannot record what the question/answer was)

Findings of pilot

• Pilot: November 2014 compared to data from November 2013

Findings:• 93% more transactions recorded• 56% more research transactions

recorded

Suma

Obstacle to using Suma

• It is not an “out of the box” product • It requires IT support to install and

set up (but not after initial setup)• You will need several hours of a

system administrator’s time

Joyce Chapmanjoyce.chapman@duke.edu

Suma infohttp://www.lib.ncsu.edu/reports/suma

Suma download (gitHub)https://github.com/cazzerson/Suma

Suma user Google Grouphttps://groups.google.com/forum/#!forum/suma-

mobile-library-assessment-toolkit