Evidence Based Library and Information Practice (Journal)
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Iterative Chat Transcript Analysis: Making Meaning from Existing Data
No full textObjective – In order to better contextualize library data about patron satisfaction with reference services, we analyzed an existing corpus of chat transcripts. Having conducted a similar analysis in 2010, we also compared librarian behaviors over time.
Methods – Drawing from the library literature, we identified a set of librarian behaviors closely associated with patron satisfaction. These behaviors include listening to and understanding patrons’ needs, inviting patrons to use the service again, and providing instruction or completing a search for patrons. Analysis of the chat transcripts included establishing a coding schema, applying these codes to individual chat transcripts, and analyzing these codes across the corpus of transcripts for frequency and correlation with other codes. The currently presented analysis used chat transcripts from the fall of 2013 and seeks changes in librarian behavior over time in order to gauge the success of establishing best practices and improving training standardization over the last three years.
Results – The analysis shows that librarian behaviors have changed over time, pointing to what campus librarians are doing well, and that implementation of best practices at a campus level after the 2010 analysis may have increased these positive behaviors. The analysis also shows opportunities for further standardization and reinforcement of best practices.
Conclusion – Qualitative analysis of already-collected data serves as a model for other units and suggests areas for process improvement, including enhanced coder training and code schema design. Further analysis of chat patrons’ questions is also warranted, including investigation of the relationship between subject- and location-specific questions and referrals
Patron Time-Use May Be an Effective Metric for Presenting Library Value to Policy Makers
No full textObjective – To test a metric for library use, that could be comparable to metrics used by competing government departments, for ease of understanding by policy makers.
Design – Four types of data were collected and used: Time-diaries, exit surveys, gate counts, and circulation statistics.
Setting – A large public library in British Columbia, Canada.
Subjects – Time-diary subjects were 445 patrons checking out materials; exit survey subjects were 185 patrons leaving the library.
Methods – A paper-based time diary, prototypes of which were tested, was given to patrons who checked out library materials during a one-week period. These patrons were charged with recording the use of the checked-out items during the entire three-week loan period. From this information, the average number of hours spent with various types of loaned material (print and audio/DVD) was calculated. The average number of hours spent per item type was then applied to the circulation statistics for those items, across a month, to get a total of hours spent using all circulated material during that month. During the same one-week period of time-diary distribution, exit surveys were conducted by library staff with patrons leaving the library, asking them how long they had spent in the library during their current visit. The average number of minutes per visit was calculated and then applied to the gate count for the month, to get a total number of minutes/hours spent “resident” in the library that month. Adding the totals, a grand total of patron time-use hours was calculated. A monetary value was applied per hour, using the results of a contingent valuation study from Missoula, Montana (Dalenberg et al., 2004), in order to convert hours of library benefit into a dollar figure.
Main Results – There was a 24% response rate for the time diaries (106/445). The diary entries yielded an average of 3.5 hours of time-use per print item, and 1.9 hours per DVD. The range for audio materials was quite wide, and for all item types, a few heavy users skewed the averages. Hours of secondary use (when people other than the original borrower read, listened to, or watched, the materials) were calculated, and represented 13% of the total hours. The average amount of time spent per visit was 42 minutes. Applying these averages to one month of circulation figures and gate counts, respectively, the result was that patrons spent 182,000 hours using library services in one month. Applying dollar amounts of benefit per hours spent, based on the Missoula study, the result was that patrons had received $842,000 of benefit from their use of the library in that month.
Conclusions – This study confirmed that the prototype performance measure of hours of patron use, and refinements in obtaining it, was a useful tool with which to present the case for the value of libraries to policy makers. The study estimates that 90% of library use occurs off-site, and that a surprising proportion of that use is by secondary users. Future studies could refine the collection methodologies even more by collecting demographic information, by mapping user activities during branch visits, and by obtaining better information about secondary users of materials. Future research should also take into account: seasonal effects on borrowing, reading level of borrowers, and possibilities for collecting information in online formats. With these developments, it might be possible to assign “enjoyment levels” to items in library catalogs
Information Literacy Course Yields Mixed Effects on Undergraduate Acceptance of the University Library Portal
No full textObjective – To determine the effects over time of a 3-credit semester-long undergraduate information literacy course on student perception and use of the library web portal.
Design – Mixed methods, including a longitudinal survey and in-person interviews.
Setting – Information literacy course at a comprehensive public research institution in the northeastern United States of America.
Subjects – Undergraduates at all levels enrolled in a 3-credit general elective information literacy course titled “The Internet and Information Access.”
Methods – A longitudinal survey was conducted by administering a questionnaire to students at three different points in time: prior to instruction, near the end of the course (after receiving instruction on the library portal), and three months after the course ended, during the academic year 2011-2012. The survey was created by borrowing questions from several existing instruments. It was tested and refined through pre-pilot and pilot studies conducted in the 2010-2011 academic year, for which results are reported. Participation was voluntary, though students were incentivized to participate through extra credit for completing the pre- and post-instruction questionnaire, and a monetary reward for completing the follow-up questionnaire. Interviews were conducted with a subset of 14 participants at a fourth point in time.
Main Results – 239 of the 376 (63.6%) students enrolled in the course completed the pre- and post-instruction questionnaire. Fewer than half of those participants (111 or 30% of students enrolled) completed the follow-up questionnaire. Participants were primarily sophomores and juniors (32% each), with approximately one-quarter (26%) freshman, and only 10% seniors. Student majors were concentrated in the social sciences (62%), with fewer students from science and technology (13%), business (13%), and the humanities (9%). The 14 participants interviewed were drawn from both high- and low-use students.
Overall, the course had a positive effect on students’ perception of usefulness (PU) and ease of use (PEOU), as well as usage of the library portal. This included significant positive changes in perceived ease of use and information quality in the short-term (from pre-instruction to post-instruction). The results were mixed for perceived usefulness and system quality. Though there was mixed long-term impact on usage, the course does not appear to have had a long-term effect on PU and PEOU. The interview participants were asked questions to explore why and how they used the library portal, and revealed that both high- and low-use students used the library portal for similar reasons: to find information for research papers or projects, to search the library catalogue for books, and in response to a mandate or encouragement from instructors.
Conclusion – The study supports the theory that an information literacy course could change student perception and use of the library portal in the short-term. Replicating this design in other settings could provide a systematic approach for assessing whether information literacy courses address learning outcomes over time. A longitudinal approach could be useful for comparing proficiency and information behaviors of those who take information literacy courses with those who do not
Engineering Faculty Indicate High Levels of Awareness and Use of the Library but Tend to Consult Google and Google Scholar First for Research Resources
No full textA Review of:
Zhang, L. (2015). Use of library services by engineering faculty at Mississippi State University, a large land grant institution. Science & Technology Libraries, 34(3), 272-286. http://dx.doi.org/10.1080/0194262X.2015.1090941
Objective – To investigate the engineering faculty’s information-seeking behaviour, experiences, awareness, and use of the university library.
Design – Web-based survey questionnaire.
Setting – The main campus of a state university in the United States of America.
Subjects – 119 faculty members within 8 engineering departments.
Methods – An email invitation to participate in a 16-item electronic survey questionnaire, with questions related to library use, was sent in the spring of 2015 to 119 engineering faculty members. Faculty were given 24 days to complete the survey, and a reminder email was sent 10 days after the original survey invitation.
Main Results – Thirty-eight faculty members responded to the survey, representing a response rate of 32%. Overall, faculty had a high level of use and awareness of both online and physical library resources and services, although their awareness of certain scholarly communication services, such as data archiving and copyright advisory, was significantly lower. Faculty tend to turn to Google and Google Scholar when searching for information rather than turning to library databases. Faculty do not use social media to keep up with library news and updates. The library website, as well as liaison librarians, were cited as the primary sources for this type of information.
Conclusions – The researcher concludes that librarians need to do a better job of marketing library resources, such as discipline-specific databases, as well as other library search tools. Because faculty use web search engines as a significant source of information, the author proposes further research on this behaviour, and suggests more action to educate faculty on different search tools, their limitations, and effective use.
As faculty indicated a general lack of interest in integrating information literacy into their classes, the researcher notes that librarians need to find ways to persuade faculty that this type of integrated instruction is beneficial for students’ learning and research needs. Faculty were aware of the library liaison program, so this baseline relationship between faculty and librarian can serve as an opportunity to build upon current liaison services and responsibilities
Users Engage More with Interface than Materials at Welsh Newspapers Online Website
No full textA Review of:
Gooding, P. (2016). Exploring the information behaviour of users of Welsh Newspapers Online through web log analysis. Journal of Documentation, 72(2), 232-246.
doi:10.1108/JD-10-2014-0149
Objective – This study has two specific objectives: to learn about the behaviours of visitors to the Welsh Newspapers Online (WNO) website, and to explore how the identified behaviours are different from those common to information-seeking in a physical archive.
Design – Analysis of Google Analytics and web server content logs.
Setting – Welsh Newspapers Online website: http://newspapers.library.wales
Subjects – WNO had 19,805 unique visitors from 12 March 2013 to 30 June 2013, who made 52,767 visits to the site.
Methods – Gooding accessed the WNO Google Analytics account, which provided visitor numbers, user engagement by page visit and visit duration, bounce rate, and mobile and social media usage. Using anonymized processed content logs provided by the National Library of Wales, he then explored searches undertaken by users on the website; instances where users browsed, filtered, or otherwise interacted with search results; and instances where users viewed content.
Main Results – Google Analytics statistics showed users of WNO demonstrate behaviour that is “deeper and more sustained than general web browsing” (p. 237). The number of visitors who only viewed one page and then left the site (bounce rate) was low, while page views and time spent on the site were higher than considered standard on general websites. Mobile users made up 11% of visits, although on average they viewed fewer pages and stayed for less time than non-mobile users. Screen size was directly correlated to the level of engagement. There were 9% of visitors referred via social media, but generally showed a low engagement rate similar to that of mobile users; the exception was users who were directed to WNO via blogging platforms.
Web log analysis showed visitors most frequently accessed newspapers from the 1840s and 1850s. They viewed the title page much more frequently than any other page in the newspapers, likely reflecting that the title page is default when users access a paper via browsing. A correlation between time spent on the site and searching versus engaging with content was found: the longer a visitor was on WNO, the less time they spent searching, and the more time spent engaging with content. Still, as Gooding reports, “over half of all pageviews are dedicated to interacting with the web interface rather than the historical sources” (p. 240).
Conclusion – WNO visitors spend more of their time interacting with the site’s interface than with digitized content, making it important that interface design be a high priority when designing online archives. Gooding concludes that despite a focus on interface, visitors are still engaged in a research process similar to that found in an offline archive and that “a differently remediated experience is not necessarily any less rich” (p. 242)
Taking a Page from Retail: Secret Shopping for Academic Libraries
No full textAbstract
Objective – The University Libraries at the University of North Carolina at Greensboro (UNCG) sought to gain feedback on the customer service experience beyond satisfaction surveys. After reviewing a variety of methods, it was determined to conduct a mystery or secret shopper exercise, a standard practice in the retail and hospitality world.
Methods – Two mystery shopper assessments were conducted in 2010 and 2012. Students were recruited from a Hospitality Management class to serve as the secret shoppers. “Shoppers” completed a rating sheet for each encounter based on customer service values established by the Libraries. Data was analyzed and presented to staff.
Results - Initial findings were generally quite positive but indicated that we could improve “going the extra mile” and “confirming satisfaction.” As a result, we developed training sessions for public services staff which were delivered during summer 2011. A LibGuide that included training videos was created for public services student employees who were required to view the videos and provide comments. In addition, we developed more specific public service standards for procedures such as answering the telephone, confirming satisfaction, and referring patrons to other offices. The Secret Shopper assessment was administered again in spring 2012 to see if scores improved. The results in the second study indicated improvement.
Conclusions - The mystery shopper exercises provided the UNCG University Libraries with the opportunity to examine our services and customer service goals more closely. Conducting the mystery shopper study identified several areas to address. We realized we needed more clearly defined standards for staff to follow. We saw that we needed to discuss what “going the extra mile” means to us as an organization. We also needed to develop a scalable training method for student employees
Determinants of Health Information Use for Self-Efficacy in Lifestyle Modification for Chronic Disease Patients
No full textObjectives – Various efforts are being made to disseminate lifestyle modification information. What is the role of health information in building patients self-efficacy in lifestyle modification? The research examined level of access to lifestyle modification information for patients with chronic diseases in two Federal Government Teaching Hospitals in South East Nigeria. It explored the relationship between self-efficacy and access to lifestyle modification information and also factors that are associated with self-efficacy when patients have access to lifestyle modification information.
Methods – The research is a cross-sectional correlation study that used a questionnaire to collect data. (See Appendix A.) Sample was 784 patients with chronic diseases. Questionnaires were distributed to the patients as they attended clinics in the medical and surgical outpatients’ clinics of the hospitals.
Results – Findings showed access to lifestyle modification information was significantly and positively correlated with self-efficacy. Multiple Regression analysis suggest that age, type of illness, and length of treatment in the teaching hospitals were associated with self-efficacy when patients have access to lifestyle modification information.
Conclusion – It will be pertinent that demographic and disease factors are considered when making lifestyle modification information available to patients for greater self-efficacy
The Impact of Off-Site Storage on Core Special Collections Activities
No full textA Review of:
Priddle, C., & McCann, L. (2015). Off-site storage and special collections: A study in use and impact in ARL libraries in the United States. College & Research Libraries, 76(5), 652-670. doi:10.5860/crl.76.5.652
Abstract
Objective – To measure the use of off-site storage for special collections materials and to examine how this use impacts core special collections activities.
Design – Survey questionnaire containing both structured and open ended questions. Follow-up interviews were also conducted.
Setting – Association of Research Libraries (ARL) member institutions in the United States of America.
Subjects – 108 directors of special collections.
Methods – Participants were recruited via email; contact information was compiled through professional directories, web searches, and referrals from professionals at ARL member libraries. The survey was sent out on October 31, 2013, and two reminder emails were distributed before it closed three weeks later. The survey was created and distributed using Qualtrics, a research software that supports online data collection and analysis. All results were analyzed using Microsoft Excel and Qualtrics.
Main Results – The final response rate was 58% (63 out of 108). The majority (51 participants, or 81%) reported use of off-site storage for library collections. Of this group, 91% (47 out of 51) house a variety of special collections in off-site storage. The criteria most frequently utilized to designate these materials to off-site storage are use (87%), size (66%), format (60%), and value (57%). The authors found that special collections directors are most likely to send materials to off-site storage facilities that are established and in use by other departments at their home institution; access to established workflows, especially those linked to transit and delivery, and space for expanding collections are benefits.
In regard to core special collections activities, results indicated that public service was most impacted by off-site storage. The authors discussed challenges related to patron use and satisfaction. In regard to management and processing, directors faced challenges using the same level of staff to maintain two locations instead of one. Also, the integration of new workflows required additional oversight to ensure adequate control at all points of process. Static staffing levels and increased levels of responsibility impacted preservation and conservation activities as well. A central concern was the handling of materials by facility staff not trained as special collections professionals. In regard to the facilities themselves, a general concern was that commercial warehouses do not always provide the kind of environmental control systems recommended for storage of special collections materials.
Of the total sample group, 12 participants (19%) said their institution does not use off-site storage for special collections. When asked if this may occur in the future, four directors (33%) said they anticipate off-site storage use within the next five years. Lack of space was listed as the primary motivation.
Conclusion – Study findings provide evidence for what was previously known anecdotally: planning, coordinating, and managing off-site storage is a significant professional responsibility that will only grow in the future. As primary resources are integrated into research, teaching, and learning activities, the acquisition of special collections materials will continue to grow. Discussions regarding off-site storage workflows and strategic planning will continue as professionals seek compromises that meet the unique needs of acquisition, preservation, and public service
Open Access Complements Interlibrary Loan Services, but Additional User Education is Needed
No full textA Review of:
Baich, T. (2015). Open access: Help or hindrance to resource sharing? Interlending & Document Supply, 43(2), 68-75. http://dx.doi.org/10.1108/ILDS-01-2015-0003
Abstract
Objective – To examine interlibrary loan (ILL) request rates for open access (OA) materials and determine how OA may affect resource sharing. This research updates the author’s previous study.
Design – Quantitative analysis.
Setting – A large, urban, public research university library system in the United States of America.
Subjects – 1,557 open access ILL material requests among 23,531 total ILL requests submitted during the 2012 and 2013 fiscal years (July 2011-June 2013).
Methods – The library has tracked and recorded OA requests that appear among ILL material requests since 2009. Using OCLC’s ILLiad software to manage ILL requests, they have implemented two custom routines. One routine is for open access searching on standard items, and uses software plugins to search across various open resources. All materials published prior to 1923 are treated as being in the public domain, so requests for these materials are automatically routed to this queue. The second custom routine is used for searching for OA electronic theses and dissertations, and is employed when the requested resource is not found in the library’s subscription resources. Other article requests are routed to the RapidILL service for open access availability.
Main Results – The research presented reveals that ILL requests for OA materials exhibited a steady increase year over year, while overall ILL requests decreased slightly. This finding is true both for the fiscal years reported in this study and also the years since the author’s original study in 2011 (Baich, 2012). Of the 1,557 OA requests examined, 72% (n=1,135) were for journal articles, 8% (n=125) were for books or book chapters, 9% (n=140) were for theses or dissertations, 3% (n=54) were for conference papers, and 7% (n=105) were for reports.
Library staff typically fill these article requests using gold OA or green OA sources. The researcher notes the difficulty in refining by source, though confirmed that 15% of articles requested (n=170) were filled using a gold OA source, and that another 30 article requests (~2.6%) were filled with materials available in the public domain. This leads to the conclusion that the majority of article requests are filled using green OA sources. As the library also includes OA collections within its electronic resources, staff filled 13% of ILL article requests (n=152) using journals and repositories from these sources. Another 16% of article requests were filled using a combination of various online open repositories, including subject repositories (n=83), institutional repositories (n=84), or national or consortial repositories (n=16).
The author includes a similar breakdown of fulfillment rates and sources for the other main categories explored – books and book chapters, theses and dissertations, conference papers, and reports – representing a combined 27% of all OA ILL requests. Regarding this content, it is noteworthy that overall open access requests for these material categories has dropped across each category when compared to the author’s previous study, with the exception of report requests, which more than doubled compared to that previous study.
The study includes a brief overview of the user status for users making the various open access requests, with undergraduate students (n=283) and graduate students (n=807) combined making 70% of all requests. Subject areas are also briefly examined, with ILL requests coming from 63 different schools or departments across the library system. The top 15 are reported, with Psychology being the top requester (n=198), followed closely by Engineering & Technology (n=182). The author notes that 7 of the top 15 are STEM or health science disciplines.
Conclusion – The rate of ILL requests for OA materials shows that library users continue to struggle with information retrieval. The researcher concludes that in many cases, making an ILL request is easier for the user than completing a thorough search. Since staff resources are being redirected to fill user requests for materials that are readily available through open access, this use of staff time may have impacts on resource sharing and the library’s ability to fill ILL requests. The author identifies benefits of using OA resources, including an increased ability of staff to fulfill ILL requests, especially when providing grey literature, theses and dissertations, and conference papers and reports. Another identified benefit was the decreased turnaround time for securing materials, with immediate availability via OA saving 1.15 days to deliver materials to the user. Finally, the library estimates cost savings of over $27,000 (USD), based on estimated traditional per unit ILL costs