Desk Statistics Under a Microscope = Improved Library Services

Susan [Gardner] Archambault

Desk Statistics Under a Microscope = Improved Library Services

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Abstract

This presentation offers a case study of how one library’s assessment of data
gathered from its public service desk led to changes and improvements in service. The William H. Hannon Library at Loyola Marymount University (LMU) recorded all of the questions and answers asked at its Information Desk from Fall 2009 to the present using the Gimlet ( http://gimlet.us ) electronic question tracking system. A content analysis was performed on the data that led to advancements in signage and a new knowledge base of FAQ’s. In addition, new services were implemented related to technology and research that addressed user needs.

Original language	American English
Title of host publication	IFLA World Library & Information Congress
Number of pages	22
Volume	Helsinki, Finland
State	Published - 2012

Keywords

reference
statistics
assessment
academic libraries

Disciplines

Library and Information Science

Access to Document

https://digitalcommons.lmu.edu/librarian_pubs/9

Cite this

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title = "Desk Statistics Under a Microscope = Improved Library Services",

abstract = " This presentation offers a case study of how one library{\textquoteright}s assessment of data gathered from its public service desk led to changes and improvements in service. The William H. Hannon Library at Loyola Marymount University (LMU) recorded all of the questions and answers asked at its Information Desk from Fall 2009 to the present using the Gimlet ( http://gimlet.us ) electronic question tracking system. A content analysis was performed on the data that led to advancements in signage and a new knowledge base of FAQ{\textquoteright}s. In addition, new services were implemented related to technology and research that addressed user needs.",

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AB - This presentation offers a case study of how one library’s assessment of data gathered from its public service desk led to changes and improvements in service. The William H. Hannon Library at Loyola Marymount University (LMU) recorded all of the questions and answers asked at its Information Desk from Fall 2009 to the present using the Gimlet ( http://gimlet.us ) electronic question tracking system. A content analysis was performed on the data that led to advancements in signage and a new knowledge base of FAQ’s. In addition, new services were implemented related to technology and research that addressed user needs.

KW - reference

KW - statistics

KW - assessment

KW - academic libraries

M3 - Conference contribution

VL - Helsinki, Finland

BT - IFLA World Library & Information Congress

ER -