Transcript Hash Mark Haters: Implementing Technology

Library Technology Conference | March 21, 2013
Emily Scharf | Webster University Library. St Louis, MO.
Not hash tags; hash marks
Ref desk statistics research
Think, pair, share
• How has your reporting to university
administration or the library board changed?
• How have you changed your data collection
based upon that?
Webster U Library background
Going online
LibAnswers
Why change? Assessment.
READ scale background
Developed by academic librarian Bella Karr
Gerlich in 2002, launched as a trial at Carnegie
Mellon in 2003, studied nationally in 2007
READ Scale
1:
Answers that require the least amount of effort;
No specialized knowledge skills or expertise;
No consultation of resources;
Less than 5 minutes.
Anyone in the library can answer
Mostly questions you can answer with a few words
Examples:
Directional inquiries;
Library or service hours;
Service point locations;
Rudimentary machine assistance (locating/using
copiers, how to print or supplying paper).
2:
Answers given which require more effort;
Require only minimal specific knowledge skills or
expertise;
Answers may need nominal resource consultation.
Anyone in the library can answer
Examples:
Call number inquiries;
Item location;
General library or policy information;
Minor machine/ printer & computer equipment
assistance;
More complex machine assistance (how to save to a
disk or email records, launching programs or rebooting).
How to scan and save images;
READ Scale
3:
Answers in this category require some effort and time;
Consultation of ready reference resource materials is
needed;
Minimal instruction of the user may be required;
Subject based questions where 1 or 2 sources are briefly
consulted, or a patron only requires 1 article/book
Reference knowledge and skills come into play;
If Referrals are done, they occur immediately, or after
consulting 1 or 2 sources very briefly
Examples:
Answers that require specific reference resources
(encyclopedias or databases);
Basic instruction on searching the online catalog;
Direction to and minimal searching in relevant subject
databases;
4:
Answers or research requests require the consultation
of multiple resources
Patrons require multiple sources for research;
Subject specialists may need to be consulted and more
thorough instruction and assistance occurs.
Reference knowledge and skills needed.
Efforts can be more supportive in nature for the user, or if
searching for a finite answer, difficult to find.
Exchanges can be more instruction based as staffs teach
users more in-depth research skills.
Examples:
Instructing users how to utilize complex search techniques
for the online catalog, databases and the web;
How to cross-reference resources and track related
supporting materials;
Services outside of reference become utilized (ILL, Tech
services, etc), collegial consultation;
Assisting users in focusing or broadening searches (helping
to re-define or clarify a topic)
READ Scale
5:
Does not normally resolve at the reference desk; typically
by email, consultation, etc.
More substantial effort and time spent assisting with
research and finding information.
On the high end of the scale, subject specialists need to be
consulted.
Consultation appointments with individuals might be
scheduled.
Efforts are cooperative in nature, between the user and
librarian and or working with colleagues.
Multiple resources used.
May include primary sources as well as secondary sources;
Research, reference knowledge and skills needed.
Dialogue between the user and librarian may take on a 'back
and forth question' dimension.
Examples:
False leads
Interdisciplinary consultations / research;
Graduate research;
Difficult outreach problems (access issues that need to be
investigated).
6:
The most effort and time expended; involves multiple days.
Does not normally resolve at the reference desk; typically by
email, consultation, etc.
Inquiries or requests for information can't be answered on
the spot.
At this level, staff may be providing in-depth research and
services for specific needs of the clients.
This category covers some 'special library' type research
services.
Primary (original documents) and secondary resource
materials may be used.
Examples:
Creating bibliographies and bibliographic education;
In-depth faculty and PhD student research;
Relaying specific answers and supplying supporting materials
for publication, exhibits etc; working with outside vendors
Think, pair, share
• What READ scale number would you give the
following questions – work together in a group
1. I am looking for an article on current trends
in the heavy industrial industry. Are there any
in the library?
2. I want the book Culture Warrior, but it’s not
here in your library – can I get it from
somewhere else?
3. The printer is jammed and my paper is due in
15 minutes.
Scaffolding the chat instruction
Implementation of LibAnswers
Rollout to our patrons
Staff feedback
Next steps
How can we analyze stats to further
our training and staffing needs?
Example scenario
There are more technical questions than
research questions at the reference desk. The
library is invested in degreed personnel, some of
whom aren’t tech-savvy.
Now what?
Group discussion
• How do we close the loop?
• How do we use this data to make decisions?
• Which data is the most important?
Questions, comments?
Or, one last slide so I can use this picture 
Photo credits
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Time Passages taken from - http://www.flickr.com/photos/booleansplit/7493920398/ Author: Robert S. Donovan
http://creativecommons.org/licenses/by/2.0/deed.en
Follow a Library, taken from http://followalibrary.blogspot.com/.
Evaluation scale taken from - http://www.flickr.com/photos/billsophoto/4175299981/ Author: billsoPHOTO http://creativecommons.org/licenses/bysa/2.0/deed.en
Ask Here taken from - http://www.flickr.com/photos/madison_guy/4253518040/ Author: Madison Guy http://creativecommons.org/licenses/by-ncsa/2.0/deed.en
Read! taken from - http://www.flickr.com/photos/pagedooley/5926270312 Author: kevin dooley http://creativecommons.org/licenses/by/2.0/deed.en
Guys in Las Vegas Never Enjoyed Reading, Until Now... taken from - http://www.flickr.com/photos/roadsidepictures/244926428/ Author: Roadsidepictures
http://creativecommons.org/licenses/by-nc/2.0/deed.en
Scaffolding: Not just for construction workers anymore taken from - http://www.flickr.com/photos/pagedooley/2201791390/ Author: kevin dooley
http://creativecommons.org/licenses/by/2.0/deed.en
Keyboard in action - http://www.flickr.com/photos/lapideo/198046070/ Author: lapideo http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en
Questions Answered... - http://www.flickr.com/photos/travelinlibrarian/223839049/ Author: Travelin' Librarian http://creativecommons.org/licenses/by-ncsa/2.0/deed.en
Going online photo by Emily Scharf, 2010.
well | Flickr - Photo Sharing! : taken from - http://www.flickr.com/photos/telmo32/2591933295/ Author: telmo32 http://creativecommons.org/licenses/bynd/2.0/deed.en
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