Successful integration of circulation, interlibrary loan, shelving, instruction, computing, student and community service employment into a unified first floor service point.
Measure 1 (direct): We will compare LibAnswers and LibInsight data from past service points to the new service point.
Target 1: Our target is a similar number of transactions at the new service point as compared to past service points.
Measure 2 (indirect): Library User Survey respondents will be asked to rate their satisfaction regarding the new service point using the following criteria: I didn’t know the library provided this, not applicable to me, does not meet my needs, somewhat meets my needs, and completely meets my needs.
Per 2018-2019 figures provided by the Office of Institutional Research, Planning, and Information Management, enrollment is approximately 9,880 undergraduate students and 903 graduate students and CofC employs 889 faculty and 1,129 staff members. Therefore, the estimated total population (N) is expected to be around 12,801, and the sample size (n), or total number of respondents, is desired to be 500 for an overall response rate of 4%.
Target 2: Our target is 70% of survey respondents will find services at the new service point at least somewhat meet their needs.
Strategies:
Measure 1: We compared LibAnswers and LibInsight data from past service points to the new service point and presented the data in the attached file labelled PONI Comparison Data 2017-2020.
Measure 2: The sampling method was a multi-page, matrix table-based annual library user survey created in Qualtrics. Respondents were asked to rate their satisfaction regarding PONI and related access and circulation services offered exclusively at the new first floor service point using the following criteria: I didn’t know the library provided this, not applicable to me, does not meet my needs, somewhat meets my needs, and completely meets my needs.
The survey had 623 total respondents (n), and using the above figure of 12,801 (N) provided by the Office of Institutional Research, Planning, and Information Management in Fall 2018, the response rate was 4.87%. Using the Fall 2019 figure of 12,603 (N), however, the response rate was even higher at 4.94%.
A comparison of Addlestone Library First Floor Service Point Satisfaction from 2019-2020 is included in the attached file of the same name. Complete library user survey results are included in the attached file, 2020 Library User Survey Report.
Target met for measure 1? Yes
Did results for measure 1 demonstrate improvement from previous assessments? Yes.
Target met for measure 2? N
Did results for measure 2 demonstrate improvement from previous assessments? Yes
Please describe your selections above for each measure:
Target 1:
The target for measure 1 was met. Overall transaction numbers at the new service point were similar to transaction numbers recorded the previous year when service was primarily offered at the previous service points. By several measures, transaction numbers were higher for the new service point.
Staff at both old and new service points recorded transaction data each time they interacted with a patron (LibAnswers at the previous Information Desk, and LibInsight at the new Access & Instruction Desk). Transactions are categorized based on time required to answer: questions require less than 15 minutes, while consultations take 15 minutes or greater.
In 2018-2019, staff answered a total of 20,256 questions. In 2019-2020, the total number of questions was 19,136. This shows a slight decrease of 5.6%, but the numbers can be considered similar. Circumstances in March-June 2020 were highly unusual, with the library physically closed due to the COVID-19 pandemic. When data is compared only for July-February of each year, when services were physically offered in Addlestone Library, questions in 2019-2020 increased 13.3% over the previous year.
The number of consultations recorded in 2019-2020 was also greater than the number recorded in 2018-2019.
Target 2:
The target for measure 2 was not met. Data pertinent to PONI and related access and circulation services offered exclusively at the new first floor service point (e.g., Ask Us chat services, PASCAL Delivers interlibrary loan services, drop-in research and digital scholarship assistance, computing services, course reserves, etc.) show an average of 65% of 2020 Library User Survey respondents said their needs were at least somewhat met. Specifically, 50.67% said that these PONI services provided at this service point completely met their needs, and 14.33% said that these services somewhat met their needs.
It is worth noting that of the six PONI and access and circulation services directly compared, only two (PASCAL Delivers and course reserves) demonstrated a decline (of less than 14%) in satisfaction. Meanwhile, the user type of respondents dramatically changed in 2020. In 2019, only 65 students (the combined total of undergraduates and graduates) responded to the Library User Survey, while 91 faculty and staff members responded. In 2020, 531 students (again, undergraduates and graduates) responded, while only 75 faculty and staff members responded, demonstrating a 716.92% increase in student participation and a 17.58% decrease for faculty and staff. This change in user type may explain the decrease in satisfaction and/or awareness of these two services as faculty users are most likely to request the delivery of print books from other SC academic libraries as part of their research and place physical books, films, and CDs on course reserve.
While the target of 70% was not reached, the results for measure 2 do appear to demonstrate improvement from previous assessments. An average of 56.17% of 2019 Library User Survey respondents said their needs were at least somewhat met. This demonstrates an 8.83% increase in user satisfaction in 2020. In addition the survey response rate more than doubled. The 2020 Library User Survey had 623 total respondents (n), and using the above figure of 12,801 (N) provided by the Office of Institutional Research, Planning, and Information Management in Fall 2018, the response rate was 4.87%. Using the Fall 2019 figure of 12,603 (N), however, the response rate was even higher at 4.94%. In comparison, the response rate for the 2019 Library User Survey was 2%.
Measure 1: Transactions at the Access and Instruction Desk were collected monthly and made available at the Supervisor’s meetings. This is in addition to relevant being discussed within respective departments as first and second tier questions are key components of our job descriptions and overall services. Each question/interaction at the desk was entered into LibInsight. This was the first year we collected data in LibInsight which streamlined recording and analysis of transactions. Another advantage of LibInsight is the ability to create real-time, public data dashboards, which are available at library.cofc.edu/dashboards. These were created to provide library and College administration with easily accessible and up-to-date statistics on the library’s point of need instruction.
Measure 2: Assessment findings were shared with library faculty and staff in the form of the 2020 Library User Survey Report. This report, as well as the survey instrument, were modified based on feedback provided by library faculty, staff, and student employees on the 2019 Library User Survey Report. Library Student Ambassadors (LSA), the library’s student user working group, also provided feedback on marketing materials and their perceived usability of the survey instrument (particularly with mobile devices).
Implemented Strategies:
Measure 1: As this was our first year with a single service point desk, we focused on providing training opportunities to ensure staff in each area- Information Technology, Circulation, and Research- were well equipped to answer and direct questions. New regular staff and student employees continued to complete training modules in the Access and Instruction Desk OAKS course as well as in person training when necessary.
Especially after the service point became virtual in March 2020, transaction data along with chat and email transcripts were analyzed regularly to determine areas needing reinforcement. Bi-weekly staff meetings were established, and these meetings have been used to provide additional as-needed training on an ongoing basis.
Measure 2: To increase student participation in the 2020 Library User Survey, prize incentives in the form of a raffle were advertised, and of the 531 students (undergraduate and graduate) who completed the survey, 394 entered the raffle (74.19%). We also increased the dissemination of our marketing materials, which were designed by two newly hired Marketing & Outreach Student Assistants, as well as outreach efforts, which included more in-person promotion.
Planned Strategies:
Measure 1: Being mindful that the 2020-2021 academic year comes during the Covid-19 pandemic, we plan to continue necessary training to maintain successful desk interactions that occur both in-person and virtually. This may include Alma and Primo training, review of new and established services and procedures, and information literacy and reference basics. Circulation staff have been surveyed to determine training preferences and their input will be used to plan training prior to fall semester 2020.
Measure 2: Depending on the budget for 2020-2021, we intend to hire students for marketing and outreach again. They are absolutely integral to designing accessible, inclusive, and engaging promotional materials for student users and disseminating them in ways that students will access them. Due to the low sample size of faulty users, we will also investigate strategies for increased faculty and staff participation in the 2021 Library User Survey.
Budget Changes
Physical changes to the first floor will require a one time expenditure using a combination of state and philanthropic resources. In addition, we recognize the need for continued funding funding in the following areas:
We anticipate a reduction in our temporary staff budget for 2020-2021. Data from the first year of our single service point demonstrates that we have sustained the level of service provided at the previous dual service points, even though fewer staff are needed to maintain the single service desk. This will be beneficial as we plan for further reductions in temporary staff hours.
For the past three years, we have evaluated and collected usage data to better inform usage and awareness of our PONI services. While the PONI Comparison 2017-2020 report indicates numbers from year to year have declined, the past year showed stabling of these numbers, with a few areas even showing increase, such as consultations and research-related questions. It is likely that continued development of faculty and staff, efforts to establish best practices in marketing and outreach, as well as the shift to a single service point have contributed to the improvements reflected by transaction data.
In our 2018-2019 Point of Need Instruction Assessment Report, we discussed the need for a Marketing and Outreach Specialist based on the work being done by the Research and Instruction Department. Instead of advertising externally, we were able to advertise and hire two student employees to assist with marketing and outreach. This hire has directly impacted our outreach efforts as they are able to produce content across multiple platforms as well as provide a student perspective with how we market to students at the College of Charleston. These student employees were instrumental in our successful efforts to increase the number of student respondents to the Library User Survey.
