Week 9: 7/17-7/23 Accessibility
Why is it important to assess reference services? Our text (chapter 20) discusses a number of techniques that can be used. Which ones do you think are typically most effective and why? Are there any you think should not be used? Which ones do you have experience with?
The reference service has long been an integral part of the library experience whether public, academic or special library but with the pervasive reach of internet data and information sources replacing many traditional resource formats as well as changing the process of information seeking and search, a reassessment of the reference services provided by the library is necessary to rebalance the investment of library institutions in reference services.
The purpose of an assessment of resource services should be to align resources deployed as part of the reference function with the goals of the library or library system as a whole. Collecting data on usage patterns allows for the planning of targeted interventions designed to move the library as a whole toward better achievement of its overall goals while optimizing the reference resources to improve their delivery. Decision makers need to realize both hidden and visible issues for both current and potential future situations.
Proper numeric control measurements should be evaluated prior to beginning a systematic program of measurement to avoid creating data that is turned into erroneous information. That means controlling operating expenses, investment and contributions to throughput. It is important to assess to measure patron satisfaction, identify service gaps for the community, optimize sources based on current resource and future needs, increase usage and continuously improve the performance and operation of the library and functions.
Within the reference services function, one can measure the equipment, the collection (print and digital), personnel, and procedures to gather data which can then be turned into actionable information. This data can help answer the following five focusing questions: (1) What to change?, (2) What to change it into?, (3) How to cause the change?, (4) Why change?, and (5) How to maintain the process of ongoing improvement?
Thus, the gathered data is an essential part of the management decision process.
Cassell & Hiremath list six assessment methods: (1) suggestion box, (2) interview, (3) observation 1), (4) focus group, (5) survey 2), and (6) case study. They note the particular strengths and weakness of each and this reinforces much of the material that was presented last semester in Dr. Smith’s 810 section. Depending on what type of data is being collected, each method can do some useful work – even the humble suggestion box. Collection of comment data, opinions, and ideas of patrons (and staff) can help management focus on particular topics that may be indicators of problems being encountered by patrons or future trends that may need to be addressed.Interviews and focus groups can provide good data when lead by experienced facilitators who can draw out nuanced response from patrons. Observation, when pursued systematically, can lead to the discovery of patterns that might not be obvious to casual attention. Self-observation as in recording moment to moment activity can be an excellent way to reality check assumptions of service performance and loading. Hidden observation of staff can be problematic if used too bluntly. Surveys provide a quick, numeric measure of data but run the risk of providing erroneous data if questions are worded ambiguously. The case study is perhaps the most potentially valuable method as it can embody a more nuanced picture of an area of focus because it measures the area of focus using multiple methods which can be contrasted and compared to provide a sense of relative weighting of various components that make up the area of focus.
Regarding any assessment tool. It is important to remember that the data must be turned into actionable information to help drive good decision making. But data from any assessment tool can be flawed and lead to erroneous conclusions. Using multiple methods can ameliorate this to some degree.
I’ve used each method over the course of my career but one should remember they are always a means to an end. Defining the correct goals of the institution is the most important thing and these data collection tools must be subservient to those goals.
And finally, the data collected can be used as evidence to help influence funding agencies, the community served, and library staff of the value and mission of the library to garner funds, volunteers, and respect.
Cassell, K. A., & Hiremath, U. (2013). Reference and information services: An introduction. (3rd ed.) Chicago, IL: Neal Schuman. Collapse SubdiscussionBrian Whitmer Brian Whitmer Jul 23, 2017 Jul 23 at 7:05pm Manage Discussion Entry Regarding changing technology like the touch pads and mobile carts, I think libraries will also need to come to grips with the deployment of tools like the Amazon Alexa and Echo, Google home, Apple's Siri enabled HomePod, etc. One of these devices can potentially answer many of the types of reference questions that would traditionally be handled by a computer search or librarian-assisted search.
Imagine if the library world created its own software assistant (OWLBERT perhaps) who could be accessed through inexpensive speaker devices that could be deployed strategically through the library. Reference questions could be logged, tracked, and evaluated. Survey questions could be asked as follow-ups to usage. Imagine linking reader advisory question capability to the device. Instead of accessing the online catalog, patrons could ask Owlbert what book comes next after the Goblet of Fire, how many books they have checked out, or what is coming up on the library calendar of events. This could be an excellent assistive technology for persons with vision issues or who have difficulty navigating a computer interface.
At my local library branch, I convinced the manager of the in-house coffee house to purchase an Amazon Echo to experiment with just such a device and learn about how to program it using the IFTTT protocol.
And imagine connecting it to a question answering service like IBM's Watson through a dinosaur shaped speaker for young children - wait, you can just see the result here - https://vimeo.com/152622607 (Links to an external site.)Links to an external site.
What will the next generation of reference service users expect?
Now, where did I put my crystal ball?
Hey, Owlbert!!!
-B