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Tables of Contents for Statistics and Performance Measures for Public Library Networked Services
Chapter/Section Title
Page #
Page Count
Acknowledgments
xi
Introduction
1
5
The Current Context
1
3
Manual goals
2
1
Why this manual?
2
1
What this manual is not
3
1
Methodology
4
1
Qualifications and Limitations Revisited
5
1
Using the Manual
5
1
Recommended Statistics
6
22
Recommended Statistics
6
22
Public access Internet workstations
6
1
Number of public access Internet workstations
6
3
Number of public access Internet workstation users
9
1
Maximum bandwidth of public access Internet workstations
10
2
Electronic services
12
1
Number of virtual reference transactions
12
1
Number of staff hours spent servicing public service information technology
13
1
Databases
14
1
Number of full-text titles available by subscription
14
2
Number of database sessions
16
1
Number of database queries/searches
16
1
Number of items examined using subscription services
17
1
Virtual visits
18
1
Number of virtual visits to networked library resources
18
4
Instruction
22
1
User information technology instruction
22
3
Staff information technology instruction
25
1
Additional statistics used in conjunction with recommended statistics
26
1
Number of paid public service staff hours spent directly serving the public
26
2
Recommended Composite and Performance Measures
28
10
Recommended Measures
28
8
Public access Internet workstations in proportion to the legal service area population
28
2
Average annual use per public access Internet workstation
30
1
Total reference activity
30
1
Percentage of virtual reference transactions to total reference questions
30
1
User information technology instruction as percentage of total reference activity
31
1
Level of paid public service effort in servicing information technology
31
1
Total library materials use
32
1
Percentage of electronic materials use of total library materials use
33
1
Total number of serial titles offered
33
1
Percentage of serial titles offered in electronic form
33
1
Total library visits
34
1
Percentage of remote library visits
34
1
Percentage of legal service area population receiving information technology instruction
35
1
Hours of formal information technology instruction per staff member
35
1
Recommended Statistics Report Form
36
2
User Assessment
38
12
Recommended Approach
39
1
Survey/Questionnaire Template
39
5
Questionnaire planning
39
4
Questionnaire administration
43
1
Data analysis and reporting
43
1
Focus Group Interview Template
44
6
Focus group interview planning
44
1
Focus group administration
45
4
Focus group data analysis and reporting
49
1
Managing Data Collection and Use
50
12
Measurement and the Planning Process
50
1
Choosing Measures
50
4
How Trustworthy can or should the Results Be?
54
2
Staffing
56
1
Appoint a data coordinator
56
1
Data collectors
57
1
Instruction
57
1
Scheduling
58
1
Timing
58
1
Data Collection
58
2
General guidelines
59
1
Selecting ``typical'' weeks to sample
59
1
Obtaining data from external partners
59
1
Log analysis
60
1
Why can't the software do it?
60
1
Data Analysis and Use
60
1
Anticipate the need to explain the results
60
1
Estimates are better than nothing, but they are still estimates
61
1
Some Final Thoughts When Managing Data Analysis and Use
61
1
Choosing Electronic Measures: Some Issues to Consider
62
13
Issues to Consider
62
3
How can you reduce the measure's potential error if you can't get exact data?
62
2
What obstacles exist to the measure's implementation over its life cycle?
64
1
Selection Issues
65
3
What are the measure's purpose(s) and audience(s)?
65
1
Can the definition be made clearer?
65
1
Should you measure capacity, use, impact, or outcome?
66
1
Is the measure essential, complete, and fair?
66
1
Are you measuring something just because you can?
66
1
What comparisons does the measure allow?
67
1
How can the measure be used to enforce compliance, reward, or sanction?
67
1
What is the potential for misuse?
67
1
Data Collection Issues
68
3
Are the data collection procedures clear?
68
1
Can data for the proposed measure be collected from all relevant sources?
68
1
Can you obtain needed data from your partners?
68
1
Are new data collection techniques required?
68
1
Is there a role for software in data collection?
69
1
Are the library's confidentiality and privacy standards compromised?
70
1
How can the burden of collection be balanced or reduced?
70
1
Do the staff have the ability to collect the proposed measure?
70
1
What preparation and instruction will be needed to collect the data?
70
1
Data Analysis and Use Issues
71
2
Can new and old be combined to produce composite and performance measures?
71
1
Can nonlibrary-produced data be integrated with the proposed measure?
72
1
How should the results of the new measure be presented and to whom?
72
1
What instruction will be needed to analyze and use the proposed measure?
73
1
Does the cost of collection, analysis and use exceed the benefit?
73
1
Enhancing the Success of Measures
73
2
Extending the Use of Statistics and Measures for the Networked Environment
75
24
A Changing Context
75
1
A Beginning
75
1
Ongoing Evolution of Statistics and Performance Measures
76
1
Linking to Other Efforts
77
1
Ongoing Evaluation for Constant Improvement
77
1
Moving Forward: Developing a National Public Library Electronic Resources and Services Statistics Data Collection Model
77
2
Possible Models for National Data Collection
79
2
APPENDIXES
A Statistics and Measures Needing Further Consideration
81
8
Percentage of legal service area population accessing the Internet via the public library
81
1
Number of virtual materials used (include itemized virtual materials use report)
81
1
Number of electronic books to which the library subscribes or owns
82
1
Number of virtual visits after hours
83
1
Number of virtual library visits compared with other web services
83
1
Location of virtual visit to library
83
1
Average web page loading response time
83
1
Percentage of public access workstations in use
83
1
Licensed database subscription expenditures
83
1
Search time
83
1
Rejected logins
84
1
Average number of repeat visits per month
84
1
Number of new visitors to public library using public access workstations
84
1
Access to information technology
84
2
Access to information technology-based services
86
1
Number of reference questions answered using the Internet
86
1
Percentage of reference questions answered by reference staff using the Internet
86
1
Number of independent user activities
86
1
Number of staff hours preparing for information technology user instruction
86
1
Average staff preparation time devoted to information technology user instruction
86
2
Number of users of electronic resources and services
88
1
B Analyzing Vendor Statistics
89
5
Obtaining the Usage Report
89
1
Ebsco
89
1
UMI/Bell & Howell
89
2
Viewing the Usage Report
91
1
Ebsco
91
1
UMI/Bell & Howell
91
1
Analyzing the Usage Report
91
2
Conclusion
93
1
Resources on Using Microsoft Excel
93
1
C Software for Statistics
94
3
General Statistics Software
94
1
Log Analysis
94
3
D Using Nonlibrary-Produced Statistics: A Bibliography
97
2
References
99
2
Index
101