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From: "PUBYAC: PUBlic librarians serving Young Adults and
Children" <pubyac@prairienet.org>
To: "PUBYAC: PUBlic librarians serving Young Adults and Children"
<pubyac@prairienet.org>
Sent: Saturday, October 27, 2001 11:01 PM
Subject: PUBYAC digest 594
PUBYAC Digest 594
Topics covered in this issue include:
1) Recording of Reference Statistics - Responses
by "Marilyn Nykiforuk" <marilynn@cclib.org>
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From: "Marilyn Nykiforuk" <marilynn@cclib.org>
To: <fl-lib@florida3.dos.state.fl.us>,
Subject: Recording of Reference Statistics - Responses
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Date: Sat, 27 Oct 2001 10:33:10 CDT
I posted the following statement to the list serve a few weeks ago.
Please
see replies below. I want to thank everyone who sent me responses.
It is
greatly appreciated.
My Initial question:
We have relied on our bi-annual survey, which is held for one week in April
and one week in October, to determine the number of reference questions
asked at each of our libraries. During these weeks all staff keep
track of
the number of reference questions they are asked. They do this by
placing a
tick mark on a sheet of paper. All sheets of paper are collected at
the end
of the day and tallied. By using the law of averages, we determine how
many
reference questions are asked annually. We would like to refine our
reference statistics process. Any input you can provide would be
appreciated.
I am interested in knowing:
How often do you collect reference statistics - daily, weekly, monthly, or
just annually?
What is your process for collecting statistics? Such as ticks on a
blank
piece of paper that are totaled at the end of the end of the day or a
standard reference question form used daily and divided into such categories
as Informational Questions, General Reference Questions and Advanced
Research Questions.
Who handles the collection of statistics?
Do all library workers know how to record reference statistics?
Any other information you are willing to provide is appreciated. If
you
have statistic sheets, you can either email them to me or send via snail
mail.
Email is marilynn@cclib.org
Any information I collect will be shared.
Thank you.
Marilyn J. Nykiforuk
Citrus County Library System
425 W. Roosevelt Blvd.
Beverly Hills, FL 34465
marilynn@cclib.org
RESPONSES BELOW
Hi all,
Someone asked about collecting statistics. (sorry I can't find the request)
This is what we do here at Farmers Branch. We keep track of six types
of
patron assistance. They are: Personal Assistance Reference,
Personal
Assistance Directional, Telephone Assistance Reference, Telephone Assistance
Directional, Program attendance and Electronic use. Our daily sheet is
divided into six vertical columns and 12 horizontal columns for the number
of hours we are open. Each hour we make slash marks in the appropriate box.
At the end of the month everything is added together and we get a pretty
good picture of what is happening hourly, daily, weekly and monthly.
Hope
this helps.
Janet Ake
Farmers Branch Library
Farmers Branch, TX
From: youth1 [mailto:youth1@wnpl.alibrary.com]
Sent: Monday, October 22, 2001 7:13 PM
To: 'marilynn@cclib.org'
Subject: Reference Statistics, People Counters
I'm attaching a copy of our Adult Reference Statistic Sheet and our Youth
Reference Statistic Sheet. Each station has a sheet to fill out. All
sheets are tallied at the end of the day. One person tallies all for
the
month and then the number is entered into a database of all the other stats
kept in Administration. We just tick in each of the categories.
It works
pretty well. Every now and then people need a reminder to place a mark
for
each question answered, not just each patron helped. It tends to slip
from
memory. Check out stats and web page stats are set up on the
computer.
-----
From: Larry Nash White [mailto:white_l@popmail.firn.edu]
I thought I would offer some input on your inquiry. Feel free to ignore or
use
as you see fit.
I am currently evaluating performance measurement in public libraries in
Florida. One of the things I am finding is that there is little innovation
out
there in terms of new methods or methodologies of obtaining performance
measurement information/data, especially in "counting things that we
have
always
counted." I hope that your survey finds something new for your library
to
use.
In the mean time, I offer this suggestion: use your automation system to
count
reference questions. Here's how:
* Create a Unique "Reference Patron" account for each
reference access
point.
* Create one (1) transaction type account for each of the
following:
"Directions" account,
"Reference" account, and "Instructional" account.
Reference staff would keep a circ screen up for use at all times, with the
appropriate access point account open. Each time a "reference"
activity
occurs,
staff would simply scan the appropriate reference transaction account card.
The
automation system would then track the types of use by location and also
provide
you with automated reports which you could breakout (hour-by-hour,
day-by-day,
location by location, etc.)
This could be expanded to the issuance of an individual account for each
reference staff member, thus allowing the tracking of individual staff and
/or
staff per each transactional type of reference activity. It could also be
expanded to track the equipment and library space used in these reference
activities or even the materials/resources that are used by staff to address
reference inquiries.
The benefits of this approach are:
* that it reduces the number of lost transactions when we count
by
memory.
* reduces staff time in collecting and reporting data.
* provides information that can be customized for management
analysis.
* provide new sources of data that can assist managers in
making
decisions.
* can provide equipment and facilities usage information for
capital
depreciation and documenting additional resource
request.
* assist in reference material collection building and analysis
of usage.
The challenges of this approach are:
* Staff may feel "uneasy" about self reporting
approach and the
perceptions
of detailed/individual tracking of activity.
* Staff can fudge data "more efficiently" than
before.
* Technical staff time/resource demands may be increased for
adding
more/new
users; maintaining users, accounts, and equipment;
and additional
report
generation.
Overall, I think that using the automation system would be an effective
alternative if implemented in the right manner. Please let me know if I can
be
of assistance. If you do implement my suggestion, please let me know
how it
works.
I don't think there's any foolproof way to collect reference stats and be
consistent! I work at a 9-branch system, and each branch (plus the
central
library) is supposed to regularly tally reference questions with a slash
(and we also separate them into adult and juvenile). There is
tremendous
inconsistency. Some of the problems we have run into are: what is a
reference question (it's easy to differentiate it from a purely directional
question, like where are the bathrooms, but what if someone asks where the
biographies are and the librarian walks them to that section?); if a child
asks a question that involves adult resources, or vice versa, does that
count as an adult or juv. question; is helping with various computer
resources
a reference "question"; and, the biggest problem, people
forgetting to slash
questions or just being too busy to do so and then trying to reconstruct
the last 30 minutes. There is also a feeling that reference questions
should
be counted differently based on how long they take to answer, which can
differ from librarian to librarian as well as from patron to patron.
Do
you get "extra credit" for spending 15 min. with a patron vs.
answering
something in 30 seconds? What if you then use the experience acquired
in
that 15-min. episode to answer another question in less time? I've
seen
some stats sheets that divide "Reference Questions" into at least
3
categories,
Directional Questions, Ready Reference, and Reference, presumably with a
suggested cut-off time for something to qualify as Ready Reference.
Let me know what you learn!
Ann W. Moore
Schenectady Co. (N.Y.) Public Library
scp_moore@sals.edu
> How often do you collect reference statistics - daily, weekly, monthly,
or
> just annually?
once a quarter
> What is your process for collecting statistics?
we use a combination of what you mentioned--a form divided by question type
and time of day where you mark down each question you answer in the
appropriate spot using a tick mark.
> Who handles the collection of statistics?
Everyone is responsible for marking when they answer a question--the branch
manager compiles the stats and sends them to someone in administration to
compile for the entire library system
> Do all library workers know how to record reference statistics?
They know, but sometimes forget, or are sometimes unclear as to what
category the question they answered falls into.
The hardest thing, probably, is getting people to remember to make a mark
when they answer a question--we keep sheets at all the major service
areas--reference desk, children's desk, circ desk, by the phone in the back
room--
Susan Smith
Arlington (TX) Public Library
susan259@aol.com
>>How often do you collect reference statistics - daily, weekly,
monthly, or
>just annually?
We collect statistics daily, then compile them into a monthly report.
>What is your process for collecting statistics? Such as ticks on a
blank
>piece of paper that are totaled at the end of the end of the day or a
>standard reference question form used daily and divided into such
categories
>as Informational Questions, General Reference Questions and Advanced
>Research Questions.
We make tick-marks on statistics forms which are divided into four
categories:
reference, directional, telephone reference, and telephone directional
(hours, directions, etc.)
Other libraries where I have worked also counted advanced reference
questions
(questions that took over five minutes to answer).
We also collect stats on the number of programs that we do, number of
attendees, number of daycare and school visits that we do, the door count
each
day, and the in-house use of books (pages count the items they pick up each
day). Plus, our circ system counts all kinds of other things.
>Who handles the collection of statistics?
Each department collects their own stats and forwards them to the branch
manager, who compiles them in a report and sends them to the deputy
director.
>Do all library workers know how to record reference statistics?
No. They are SUPPOSED to, but...
We have written guidelines, and most people are good at following them, but
there are people that continually forget to count their stats, or count
everything as reference, or have their own little system.
>
Jill Dempsey Baurichter
Children's Librarian
Kenton County Public Library
3130 Dixie Highway
Erlanger, KY 41018
(859) 341-5115
jbaurich@kenton.lib.ky.us
From: Jeri Kladder [mailto:jkladder@gcfn.org]
Sent: Saturday, October 20, 2001 10:16 AM
To: Marilyn Nykiforuk
Subject: Re: your mail
Marilyn,
Here at CML we take reference
very seriously. Our all day
training session is called STYLE but I can't remember what the acronym
stands for. But, it includes a formula for conducting reference
interviews:
probing or open-ended questions, verifying questions, taking the customer
to the shelves and putting the book/information in their hands and then
asking "Does that completely answer your question?"
We write down all reference
questions and compile the unanswered
or partially answered questions monthly so we can adjust our collections
to include whatever is indicated--often just additional copies of popular
titles but sometimes it leads to a search on in-print titles on a
particular subject for a particular age group. The reference
statistics
are posted by department and branch on a monthly basis and compared year
to year and month to month so we can truly see how well we are serving the
public. Takes serious staff time to be 100% with our reference -- or
die
trying.
Hope this helps. - jeri
Here at San Antonio Public Library we collect statistics daily. We also
collected stats daily in El Paso, TX where I was before SA. Our stats sheet
is a grid. There are basically 3 columns: Hour, Reference Questions, &
Directional/Operational questions. Then there are 12 rows, each headed by a
time: 9:00-10:00 (am), 10:00-11:00, etc., all the way to 8:00-9:00 (pm). We
place tick marks in the appropriate time section under the appropriate
column (Reference or Directional). On days when we open later that 9:00 a.m.
or close earlier than 9:00 p.m., we simply leave those grids blank, or cross
them out. It is simple to use, but not always easy to remember to mark that
you just answered a question! All public service staff in our libraries know
how to use the daily stats sheets and in my branch there are sheets at the
reference desk, children's desk & circulation desk. First thing each
morning, the stats sheets are collected by the circulation staff who
tabulate them & turn them in to the branch manager. Good luck on
designing a
system for your library.
Beverly Bixler
San Antonio Public Library, TX
How often do you collect reference statistics - daily, weekly, monthly, or
just annually?
*We collect reference stats on a daily basis. They are then compiled
into
monthly and yearly reports.
What is your process for collecting statistics? Such as ticks on a
blank
piece of paper that are totaled at the end of the end of the day or a
standard reference question form used daily and divided into such categories
as Informational Questions, General Reference Questions and Advanced
Research Questions.
*We have a standard reference form for the desks. It's broken down by
hour.
The different categories are:
Reference which is then broken down into In Person, Phone and 10 min+
Directional which is then broken down into In Person and Phone
Computer Instruction
Special/Seasonal
We make ticks in the appropriate boxes for each question.
Who handles the collection of statistics?
*Right now our Administrative Secretary collects the statistics (we're
supposed to give them to her at the end of each day). In the past this
was
handled by Librarians and/or Library Assistants.
Do all library workers know how to record reference statistics?
*They do...but everyone has their different perceptions of what different
questions are considered, and how many questions to count. For
example, do
you mark a person requesting 5 different books at the same time as one mark
or 5? Also, many people forget to record their reference statistics.
Any other information you are willing to provide is appreciated. If
you
have statistic sheets, you can either email them to me or send via snail
mail.
*I hope this helps. Please let me know if you have any more questions!
Jennie A. Depakakibo
Youth Services Library Assistant
Carrollton Public Library at Hebron and Josey
Jennie.Depakakibo@cityofcarrollton.com
Marilyn,
I think our count is done twice a year, possibly more often on years
when the regional reference contract is up for bid but what we do is
separate the questions by how long they take to answer. I'm guessing at
these break downs but I think they were "5 minutes or less",
5-10
minutes, 10-15 minutes and 15 minutes plus. This last time we also
included a column for a hatch mark for home town so that we could track
nonresident use.
We used to have a patron counter but it worked by having to gate
pushed
open to trigger a count. The new ADA compliant security system doesn't
have an actual gate so I'm not sure how it would work. Given our
circulation in our new space I would love a patron count.
Julie Rines
jrines@ocln.org
P.S. The reference survey also defined a question. Sorry own again I'm a
little fuzzy as the last one happened only a couple of weeks after we
opened our new space and I was rather overwhelmed. I think the difference
was something like "Where are the 567s" was not a reference
question but
"Can you help me find books on Dinosaurs" was. The first was
considered
directional and the second relied on staff knowledge or use of the
database for things that were that easy.
I am no longer working there, but the Olean Public Library (in Olean,
NY)keeps a log book of reference questions asked daily. We were
supposed
to write down the question, and answer (when it's a hard one!!), or any
problems finding the answer. Now, you and I both know that sometimes
it
got hectic at the Reference Desk. In such a situation, I would write
down
all the questions that I could remember. The book was numbered per
month,
so on Nov. 1, the numbers would go back to 1 and start all over again.
That way we could do monthly and yearly tabulations very easily. They
have been doing this for years (since at least the 1970's that I could
tell. If you have any questions about them, you can e-mail them
directly
at: info@oleanlibrary.org .
You can tell them that Rosemarie sent you.
I left them on good terms. I am now an elementary school librarian, so
my situation is different.
Take care and I hope this helps you.
Rosemarie Grainer, Librarian
CLVCS - Little Valley Elementary Campus
At Columbia County we usually collect reference statistics only once per
year and then extrapolate to get an annualized figure. We collect for a
continuous 7-day period (but that may run Wed. thru Tues.).
The Reference Librarian is project leader for this, but all staff members
participate in data collection using the same form. The shelvers keep
a
form on their carts for recording the questions they get.
Our form provides spaces for directional and reference questions.
There
are separate blocks for each hour (9-10, 10-11, etc). The hourly blocks
aren't really needed, but it is interesting documentation of busy periods.
We photocopy the forms on a different color paper for each day. At the
end of the day, all forms are collected and the new forms for the next day
are put out.
We borrow a People Counter from the State Library to count foot traffic.
In our small Fort White Branch the staff record visitors by hand with a
tic mark.
We count daily--in all departments--the media department has reference
related questions, too, for example.
Ticks on a statistical form--turned in the next morning to admin.
Do all library workers know how to record reference statistics?
Yes
All staff in all departments mark their own transactions--turned into admin
daily. Admin staff total and prepare the monthly stat form for me. I
prepare the monthly/yearly reports.
We keep daily statistics.
Each service point(Ref Desk, Children's Desk, Circulation Desk, Information
Desk) has a standard form to count by ticks. We count any question
from the
time to more in-depth questions as one tick. ALL staff are instructed to
mark ticks on the form. The t
ticks are tallied on the bottom of the form at the end of the day and the
form is turned in to the dept supervisor at the end of the month.
Use a simple tally sheet mounted on a clipboard at Reference, using tic
marks. Sheets would be a dated, printed form allowing for check marks
to be
made according to the type of query and method of contact with the patron.
Areas should be categorized as needed. Examples are:
Ready reference (probably including informational, such as telephone/address
cross reference).
Detailed reference (with a pre-determined maximum time, say 15-30 min).
Research (longer periods of time).
directional (how do I get to ?). Could be included in RR for
simplification.
Contact method (in person, phone or e-mail) should be tracked.
Time (in hourly increments) of query should be tracked. This would
help
determine the best use of available staff/man hours.
Keep them on a daily basis, compile them as determined necessary by
administration (weekly, monthly, etc.)
As long as they're tabulated on a regular set schedule--and KEPT
consistently, it shouldn't matter too much how often they're done--must
always be on the same schedule though.
Marilyn J. Nykiforuk
marilynn@cclib.org
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End of PUBYAC Digest 594
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