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The Challenge of Assessing Digital Library Services
Sarah Houghton-JanDigital Futures Manager, San Jose Public LibraryAuthor of LibrarianInBlack.net
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Us Them
?
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What are we thinking to be doing this all at
once without planning?
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Where do I start if I want to write a Technology Plan?
or see if a current service is worth continuing?
or see if we should start a new service?
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“Understanding local patron culture is essential to
creating used and useful technology services.” -
Char Booth
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What to Ask
- Use/ownership of different technologies
- Use of library tech services
- Awareness of library tech services
- Willingness to use a new library tech service
- Demographic questions
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How to Ask
- Online survey
- Multiple choice, open answer
- Advertise through website, email, Twitter, partner organizations
- Use incentives
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Taking the Ass out of
Assumption (Char Booth): slideshare.net/charbooth/local-user-research-taking-the-ass-
out-of-assumption
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Taking the Ass out of Assumption (Char Booth): slideshare.net/charbooth/local-user-research-taking-the-ass-out-of-assumption
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What to Do with Findings
- Three Steps to a Technology Plan
1) Create a mission statement
2) Create a Hierarchy of Needs
3) Write your 3 year Technology Plan
Plan should include goals, objectives, timelines, funding, & staffing.
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Technology Hierarchy of
Needs
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But how do I plan each project?
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Sarah's Awesome 10 Step Project Plans
1. Background
2. Aims & Objectives
3. Overall Approach
4. Project Outputs
5. Technology Requirements & Impact
6. Training
7. Project Management
8. Marketing
9. Budget
10. Evaluation Plan
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Evaluation PlanWhat is your evaluation factor?
How will you measure it?
What is your measure of success?
When will you measure?
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How do you assess success?
What is your measure of a successful service?
- Use?
- Efficiencies?
- Satisfaction?
What numbers would make you happy?
Do you need numbers?
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Evaluating New Services w/ Stories
Survey users and staff 6 months after launch
Would you recommend this service to a friend? Why or why not?
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Evaluating New Services w/ #s
Evaluate statistics
How much staff time is being used?
How much is the service being accessed?
What is your cost/use or staff time/use?
What efficiencies have occurred with time or money?
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Evaluation TipsDecide ahead of time what you will
measure and what = success
If success = change, measure baseline
Successful use = 20% increase in 6 months
Successful cost/use = standard$-20% / use
Successful efficiency = X replaced 80% of Y over Z timeframe
Successful recommendations = 80%
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Self-Evaluation of New Services
Evaluate the library's follow-through
Has adequate marketing been done yet?
Are staff aware of the service?
Has adequate training been done yet for staff or customers?
Did it start on time?
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Results of Evaluation
Continue service
Discontinue service
Extend pilot
Change aspects of the service
Do more promotion or training
Discontinuing a service is not failing.
Persisting in a failed effort is failing.
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Rejoice in failures...for failing indicates that you
have encountered a boundary that needs testing.
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Questions?
Sarah Houghton-Janweb: LibrarianInBlack.net
email: [email protected]
IM: LibrarianInBlack
Skype: LibrairanInBlack
Facebook: facebook.com/librarianinblack
Twitter: twitter.com/TheLiB