Gathering Meaningful Statistics to Measure Excellence using Knowall Enquire Laura Connaughton Maynooth University Laura.Connaughton@nuim .ie @lozconn
Aug 16, 2015
Gathering Meaningful Statistics to Measure
Excellence using Knowall Enquire
Laura Connaughton Maynooth University
[email protected] @lozconn
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
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
Gathering of Metrics in MU
www.maynoothuniversity.ie/library
• 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
www.maynoothuniversity.ie/library
• 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
www.maynoothuniversity.ie/library
What kind of Metrics do we gather?
• 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
www.maynoothuniversity.ie/library
What kind of Metrics do we gather?
• 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
www.maynoothuniversity.ie/library
Custom Reports – Information Services
www.maynoothuniversity.ie/library
Report : Maynooth University Information Desk (By Contact Method) Shows Enquiries By Contact Method And Gives Percentage
www.maynoothuniversity.ie/library
Report : Maynooth University Subject Librarians Showing Count and Time by Subject
www.maynoothuniversity.ie/library
Quality Review
www.maynoothuniversity.ie/library
• 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
www.maynoothuniversity.ie/library
Where do we use the statistics?
www.maynoothuniversity.ie/library
• 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
www.maynoothuniversity.ie/library
• 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/
www.maynoothuniversity.ie/library
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
www.maynoothuniversity.ie/library
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
www.maynoothuniversity.ie/library
Contact Details
Laura ConnaughtonAssistant Librarian - Library Information Services
[email protected] @lozconn
www.maynoothuniversity.ie/library