Using ref analytics to analyse library service provision and performance by Craigie-Lee Paterson & Cathryn Peppard, Goldsmiths, University of London

1. Using RefAnalytics
to analyse library
service provisions
and performance

2. What do we want
statistics to do?
How can we
improve our
services?
Are our current
practices the most
effective way to
deliver services?
Are we collecting
statistics without
reflecting on what
they mean?

3. Background
• Paper based
enquiry statistics
• Enquiry desk
focused
• Time consuming
• Meebo chat
service

4. Why LibAnswers?
It had easy to use statistics
modules, with the option to have
a chat function and a forward
facing knowledge base for
students.

5. From 1st August 2013 until 18th June
2014 we have had 327 chats, which
has totalled 2358 minutes of chat
time.
LibChat

6. Query Spy

7. RefAnalytics allows for five statistics
accounts, has a wide variety of
parameters and clear, visual charts
that are easy to generate.

8. Comparing methods
Excel RefAnalytics

9. The Future….

10. About us
Craigie-Lee Paterson
@clpaterson
c.paterson@gold.ac.uk
Cathryn Peppard
@cathrynlol
c.peppard@gold.ac.uk

11. Images used in presentation
Theatre curtain by Jucá Costa -
https://www.flickr.com/photos/virgilinojuca/10658512764/
Papers by Hacklock -
https://www.flickr.com/photos/hbart/2678281661/
Kitten pic
http://gepl.org/2013/12/teens-blog-last-minute-holiday-gifts/