Key Performance Indicator For Libraries: Presentation

267-342-4300 [email protected] webbmediagroup.com February 18, 2012

February 18 | Miami

21st Century LibrariesFinal report and findings

Knight Foundation

mailto:[email protected]


267-342-4300 [email protected] webbmediagroup.com

Building A Modern Library| Practical Metrics

Overview Introduction of project, team Our Findings Key Performance Indicators Recommendations Digital Project Ideas Discussion





WEBBMEDIA GROUPWe focus on emerging trends, create strategies and ideas to help our clients move forward.

Braintrust with experts in various areas of digital media.





OUR WORK





CHICAGO PUBLIC LIBRARY

Re-imagine a 21st century library.

Staff roles. Websites and databases. Social media. Tech partnerships. Digital library cards.





ProjectEight key areas of research:

• Staff organization and required roles in a digital environment• Digital skills and requirements• Digital skills curriculum, plus a merit-based system to facilitate learning• Use of social and digital communications tools, networks• Modern, realistic ways of measuring a library’s impact beyond foot traffic and circulation• Workflow for metrics and evaluation• Understanding the library constituency’s actual needs and tracking impact at events• Website architecture, usability, impact





Project

Workflow for metrics and evaluation





DEVELOPING METRICSWe think libraries are a critical part of every community.

We think circulation and foot traffic alone aren’t fair measurements of impact.

We think city and county departments should consider more meaningful, practical metrics.





FINDINGSA modern library should not rely on circulation and foot traffic alone to measure its effectiveness.





FINDINGSWe recommend using a different set of Key Performance Indicators that more accurately reflect the library’s reach and work within the communities it serves.

• More than 50 ways to measure impact.• More than 20 ways to measure staff efficiency.• What to measure, objectives, outcomes.• Infostat and Library Digital Impact Scorecard• How to measure impact at events.





TOP LEVEL1. Are the digital information needs of library customers being met?

2. How well are Customers receiving and sharing library information?

3. Is the library enabling technology access to Customers who otherwise cannot afford it?

4. How are Customers using the library’s digital content?





EXAMPLE1. Are the digital information needs of library customers being met?

Metric:Customer Satisfaction






Metric:Customer Satisfaction - Quantitative (not qualitative)

Quick polls used at: •Computer terminals before Customer session ends. •Scantron surveys•Touch screen monitors at building exits•iPad survey stands at circulation desks•Various mandatory electronic surveys





EXAMPLEiPad survey at circulation desks:

• What did you come to the library to do today? -- Shows impact of programming/ catalogues/ materials.

• How many staff did you interact with? -- Shows need for staff members

• What library services(s) did you use today? -- Shows which services are being used most.

**Also helps to track your effeciency!






Metric:Direct Customer Support: Technology

• More and more librarians are tasked with helping Customers on technology. • Staff members keep a standardized electronic log of the work that is done.





Efficiency Metric: Technology Support

Suggested Log Fields:

● Type of staff (drop-down selection of people who work in the library) ○ Librarian ○ Desk clerk ○ Security guard

● Location ○ dropdown choice - names of all branches

● Time (automatic) ● Date (automatic) ● Duration of interaction

○ 0-1 minute ○ 1-5 minutes ○ 5-10 minutes ○ 10+ minutes

● Type of question ○ Downloadable media ○ Computer sign-up system ○ Printing ○ Desktop applications ○ Browsing the web ○ Finding specific online resources ○ Databases○ How to use customer’s own equipment○ Wireless network





EXAMPLE3. Is the library enabling technology access to Customers who otherwise cannot afford it?

Metric:Computer Productivity and UsageMeasure the amount of time each Customer is using each piece of software on every machine. This will help a library to show its impact in the community.





Suggested Metrics

Inputs (system-wide and by individual library location)• Number of computer terminals available per capita • Computer usage rates (i.e. hours of computer time demanded/hours of computer time available)

• Computer wait times • Access to computer services per capita





OutputsExample: Session #24492 (Customer data is disaggregated from behavior observed)

○ Word 10.2 minutes○ Excel .3 minutes○ Internet Explorer 35.6 minutes○ http://google.com 3 visits, 10.2 minutes○ http://jobs.com 1 visit, 35.9 minutes

Additional Metrics● Total number of pages printed ● WiFi use -- add a survey to user agreement

● total number of unique users by location● average bandwidth utilization



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http://jobs.com/

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EXAMPLE4. How are Customers using the library’s digital content?

Metric: Qualitative, From Customers• Tumblr (explained in the Toolkit)• Collect stories from Customers• NPR’s “Storycorps” but for your library





INFOSTAT & SCORECARDOnce you agree on a set of metrics, hold weekly staff meetings to evaluate progress, benchmarks, areas that need praise and areas that need work.

• Standard metrics• Incentives for leaders to collect and track data• Areas of clear responsibility• Collaborative space for team members to discuss performance• Understand which department is delivering on its mission





We recommend weekly meetings to evaluate progress and to assess benchmarks using the Scorecard.





TRACK EVENTSLibraries must also use a set of metrics to measure success. Do not rely on observation or qualitative assessments alone!

Instructions on what to measure (and how) are in the Toolkit.





DIGITALYou must accurately and comprehensively track web metrics.

• Page views• Uniques• Visits to databases• Visits to collections• Visits to online/ mobile librarian tools• Return visitors• Time spent on site• Most-viewed content





DIGITALYou must also track social media metrics.

• Syndication• Amplification• Sentiment• Brand awareness• Reverberation to outside communities• Pick-up by traditional media• User engagement• Influencer engagement





ProjectS & IDEASCPL: Adopt-A-Librarian

• Low cost• High community impact• Brings you closer to the tech community





ProjectS & IDEASCPL: Digital Labs

• Set your content free• Engage a wider community• Build great things! Apps! Databases!• That community can solve problems for your library





DISCUSSIONWhat do you think? What questions or suggestions do you have? What resonates with you?

Amy Webb, Project LeadBonnie Shaw, Engagement SpecialistYasmin Fodil, Process/ Workflow SpecialistLance Murty, Library IT Specialist





THANKSOur Coordinates

Email: [email protected]

Tel: 267-342-4300





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Key Performance Indicator For Libraries: Presentation

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