Ref statistics sub-group, add 3 citations here by 10/8!  Include summaries or highlights, if you can!   (Ideas for search terms: sample statistics, reference statistics, metrics, circulation statistics)

Lisa:

• http://oedb.org/blogs/ilibrarian/2007/reference-statistics-with-zoho-creator/; A librarian tried out an online database application to create a way to keep track of ref stats. It took her 20 minutes to create, and it seems to have lots of features. Worth reading this simple blog entry. (LRH)
• http://www.bibliotechweb.com/archives/2005/10/27/reference-statistics/ Older article (2005) about using Excel and Macros to create a simple input form that also adds a time stamp and can do sums. (LRH)
• Collecting Virtual Reference Statistics with an IM Chat-Bot: A perennial problem in libraries is capturing accurate statistics. This article addresses this problem with the creative use of Web 2.0 tools: Meebo and AOL Instant Messenger. It describes the development and implementation of an instant messaging "stat-bot" that prompts staff to record virtual reference statistics via IM. Step-by-step guidelines and the perl script are provided. http://journal.code4lib.org/articles/85 (LRH)

Remlee (summaries to come...)

• A Correlation Method for Collecting Reference Statistics (from College & Research Libraries, 1999, v.60, no.1)
  • U of South Carolina tried sampling approach for ref stats, and did some math to support the sample by correlating ref stats to door count.
  • Eventually, they used door count to estimate the number of in person ref stats pretty reliably, but they couldn't count phone or electronic stats
  • Pretty interesting...  pretty mathematical...
• Reference Use Statistics: Statistical Sampling Method Works (p.45-57; from Southeastern Librarian)
  •  
• A tool for all places: a web-based reference statistics system (from Reference Services Review)
  • First few pages do a great job of summarizing our concerns and questions.
  • Then talks about the online form that Texas A&M developed in HTML and ASP code, with screenshots and code included.
  • Too clunky for us.

Places to look: RUSA's Measuring and Assessing Reference Services and Resources: A Guide

Desk Tracker: http://www.desktracker.com/ This is a product that Peter Cohn and I examined in 2007. It has a flexible input form that we can design, and it can be designed to be unique for many entry points. The problem at the time was that we needed to have about 13 service point "desks" as well as a certain number of away from desk "desks." The basic program allowed for 20 "desks." There was a way to purchase more, and it was still not very expensive. However, the data reporting mechanisms were very weak at the time and not quite what we wanted. It looks like a definite possibility, though, especially if it has grown/improved, so it may be worth asking for a free trial month.

Altarama's RefTracker: http://www.altarama.com.au/reftrack.htm. This is called a request management system for libraries. RequestTracker is also a request management system. It is broader than a simple reference stats tracking system. We looked at this product in 2004 or so. The problems with it were that it dictated a specific workflow that was not how we worked.

Altarama also offers a subset of this product called DeskStats, http://www.altarama.com/deskstat.htm. It can be purchased as a stand-alone product. The product flyer says that it can keep track of the following with a single click: staff member, location, mode (desk, phone, etc.), client details, type of question, length of time to answer, answered vs. referred, time. It can be done live or in batch at a later time. Comes with reports, or can be exported to Excel. Worth looking at, I think. We have not looked at this product in the past.

___

To do:

1. Do lit review by 10/8.
2. Find out what stats are required by ARL and Steve.
3. Find existing method for collecting stats.
4. Think about how we'll use these stats. For scheduling & staffing levels.
5. Think about what we want to know: amount of questions at desk and away from desk, as well as when they're being asked.  Transactions vs. # of questions.  How long they take.