Many libraries are interested in changing the model they use for providing reference service from a just-in-case to a just-in-time model. However, often there is no good set of indicators in place that would help drive the decision making process. In this paper, the author will describe the evidence-based techniques and practices used at the Purdue University Calumet library to transform reference services from a traditional “sitting at the desk” model to a just-in-time, consultative approach. By using relatively simple data collection and analysis techniques, the staff in the library were able to develop a new approach to offering reference services that provides greater availability of librarians to students and faculty without an increase in staffing. Perhaps most significantly, the evidence-based techniques used by the staff should be able to be easily applied to other environments without overburdening librarians with data collection activities or complex analyses.

1. Data-driven transformation of library services:
Using evidence-based practice to enhance decision
making based on sub-optimal data
Frank Cervone
Vice Chancellor for Information Services and CIO
Purdue University Calumet
Hammond, IN, US
Qualitative and Quantitative Methods in Libraries 2012
Limerick Ireland
May 25, 2012

2. Where in the world?
Chicago
Hammond

3. Remodeling the library

4. Optimize staffing
Image courtesy of the Closed Stacks blog –
http://www.closedstacks.com/wp-content/uploads/2011/04/andres-desk.jpg

5. Improve overall service from
the patron’s perspective

6. Need to move from business as usual
• Decisions made based on
– Beliefs and Opinion
– Assumptions
– Anecdotal evidence
– Preferences
• Evaluation, if it occurs, happens afterward

7. Limited data
• Basic head counts
• Rudimentary indicators
– Question type
– Duration

8. Evidence-based information practice
• Promotes the
– collection,
– interpretation, and
– integration of
• Valid, important, and applicable
– user-reported,
– librarian-observed, and
– research-derived evidence

9. Data provides the primary evidence for
making decisions
• Not anecdotal stories
– Because these are not evidentiary
– However, they do provide a base for inquiry
• Not “common sense”
• Evaluation is integrated throughout the
process

10. How does evidence-based professional
practice work?

11. Evidence-based practice flow

12. Evaluating research findings

13. Levels of evidence
Adapted from Eldredge, J. (2000). Evidence-based librarianship: An overview. Bulle tin o f the Me dicalLibrary
Asso ciatio n, 8 8 (4). pp: 289-302. Online at http://www.pubmedcentral.nih.gov/articlerender.fcgi?artid=35250

14. Transactions by hour

15. Transactions by hour by type

16. Digging into the data
• The library definitely has peaks and valleys of
use
• Less than half of the reference questions were
really reference questions
– Most were not complex questions
• Dispatched in less than 1 minute
• Majority of others were “advice” questions
– Dispatched in less than 5 minutes
• Rarely more than 5 questions a day of a
complex nature

17. Decisions made based on the data
after consulting other studies
• Combine circulation and reference service
point
• Train our public services staff on “basic”
reference questions
• “Reference on demand”

18. Subsequent adaptation
• Not strictly reference on demand
– “Peak” reference desk hours

19. Evidence-based information
practice can help
• Ease decision making in
conditions of uncertainty
– Lack of data/less than
optimal data
• Move the library forward
– Providing a baseline for
current and emerging
practice

20. Thank you
Frank Cervone, Ph.D.
Vice Chancellor for Information Services and CIO
Purdue University Calumet
fcervone@purduecal.edu