Abstract
PurposeThe purpose of this article is to explore the process of implementing LibAnswers, a reference statistics collection and analysis software, at multiple service points in an academic library and to outline the benefits of the process.Design/methodology/approachThe article outlines the process used to implement a statistics software, including initial testing, development of categories and terms used to define the question types, and training of library staff.FindingsImplementing a statistics program at multiple service points takes flexibility and patience. The biggest challenge faced was developing common terms to define what each desk did and how the statistics would be used. While this process was useful for implementing the software, it also resulted in unexpected organizational development opportunity as it allowed others to see and better understand the functions of different service points. A total commitment to the new program developed through training and the experiences of those who had used LibAnswers during a test period.Practical implicationsLibAnswers, and similar statistics collection programs, are fairly new applications in the library field. While they have multiple uses for expanding and simplifying the collection of reference statistics, this article demonstrates that while implementing statistics software across multiple service points can be difficult, the process of putting it in place can produce numerous benefits.Originality/valueMuch has been written on the implementation of reference statistics, but little has been written in detail about developing a library‐wide statistics program. This article fills some of the gaps.
Highlights
Libraries have been collecting statistics on the questions they answer for more than a century, yet most of the literature on this topic does not focus on how statistics collection was implemented
Statistics collection in many university libraries is impacted by the increasing forms of technology used for providing reference services, including online chat, phone, and text messaging (Novotney, 2002). In their analysis of the Warner and Katz query collection methods Henry and Neville (2008) conclude that traditional forms of reference tracking do not work as well as they once did because of developments in technology related to reference services
LibStats allowed each service point to develop a set of unique terms and question types, but when LibAnswers was first introduced it only had the option for one shared interface
Summary
Libraries have been collecting statistics on the questions they answer for more than a century, yet most of the literature on this topic does not focus on how statistics collection was implemented. Based on a self-analysis white paper, the Zimmerman Library eventually decided to create a database where personnel could enter data Implementation of this database let multiple service points discuss definitional issues (i.e., reference vs directional), and provided useful information for collection development purposes. Statistics collection in many university libraries is impacted by the increasing forms of technology used for providing reference services, including online chat, phone, and text messaging (Novotney, 2002). In their analysis of the Warner and Katz query collection methods Henry and Neville (2008) conclude that traditional forms of reference tracking do not work as well as they once did because of developments in technology related to reference services. Each branch was able to see their own activity and statistics and all staff are able to see the reports, which gives staff a sense of involvement in their branch's contribution to the library's overall mission
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