INFOBLITZ: METRICS STORIES & TIPS

Outcomes, Value & Impact: Metrics for Library Success

About Sno-Isle Libraries: Where?

• Island and Snohomish counties

• 700,000 residents

• 2,260 sq. miles/585K hectares

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More About Sno-Isle Libraries

• 21 locations, 460+ employees

• $48+ mil budget

• 1+ mil items, 9.1 mil circ

• Wide mix of service areas• Suburbs

• Rural

• Island

• Tribal lands

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Metrics Stories & Tips

Christa Werle, Public Services Project Manager

Ideation to Projects with Impact

Terry Beck, Information Services Manager

Gathering Data

Lindsay Hanson, Data Analysis Librarian

Analysis & Business Intelligence

IDEATION TO PROJECTS WITH IMPACTChrista Werle, Public Services Project Manager

10 hits/month avg.

Culture Change Initiatives

• Idea Management

• Proposing Projects with Purpose

• Project Planning for Impact

Idea Management

aka: Strategic Innovation

Idea Management

Anyone and everyone. 98% staff participation.

• What is the demand for this idea and how does it benefit our strategic plan?

• What outcome (change in the customer experience) could be measured for this idea?

• Is the impact of this idea found locally, regionally, or system-wide?

• What or who inspired this idea and who have you already talked to about it?

Proposing Projects With Purpose

Authors & Supervisors

55% of Public Services Management to date

Proposal Ready =

• Need identified• Non-anecdotal evidence• Measurable change• Key stakeholders identified

Proposing Projects With Purpose

Supported and further developed by:

• Data Analysis Librarian

• Strategic Review Group (cross-departmental PMO)

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Project Planning for Impact

Project Planning for Impact

“Create a plan for measures and evaluation of the success of the project, aka Quality Control.”

GATHERING DATA: INFORMATION SERVICES PROJECT, 2014

Terry Beck, Information Services Manager

We knew that we couldn’t keep operating this way

• Reference stats were down 16% from 2009

• Job descriptions were confusing

• Staff and supervisors couldn’t differentiate positions

• Staff were starting to work outside their job classification

• Desk schedules

• Outreach to schools

• Service to small business/entrepreneur community

• Build literate and economically sound communities

Make better use of our highly educated and trained librarian staff

But what do our customers

want/expect?

Information Services Project

Customer Survey• It had to be short

• It had to use as much “non-library” language as possible

• Avoiding “You’re wonderful”

• Staff had to understand the why and the how

• Building heads lead us to stakeholders

• Paper was possible, but costly

Bringing staff along

• Building heads and stakeholders

• Who’s on the list

• Tip: Be cautious when you survey educators via their school or institution email during the summer

Our results

• Web link - 354

• Community Contacts - 176

• Paper survey in community libraries - 52

How important is it to get assistance?Web Link Results

1.Selecting a book to read

2.Finding information for a hobby

3.Learning to use different library resources

How important is it to get assistance?Community Contacts Results

1.Selecting a book to read

2.Learning to use different library resources

3.Learning to use various technologies

How important is it to get assistance?Paper Survey Results

1.Selecting a book to read

TIE

• Conducting personal research regarding a health topic

• Conducting academic level research

• Learning to use different library resources

Other—the unregulated text box

• Collection suggestions

• Marketing suggestions

• Building suggestions

• Staffing suggestions

And it all led to Informed Change• CE requirement for all librarians

• Adoption of “the grid”

• Lead Librarians for Business Services, Readers Services, Public Computing, Data Analysis Librarian

• Information Services Statement of Service

• All-librarians meeting (no supervisors)

• Training Plan

• Mentoring

• Contact Center

• Availability (0800 until close of business day, 7 days a week)

• Annual customer survey

And in November. . .

We survey our customers again via:

• Website

• Email to stakeholders

• No paper!

Lindsay Hanson, Data Analysis Librarian

ANALYSIS & BUSINESS INTELLIGENCELindsay Hanson, Data Analysis Librarian

Outcomes Based Assessment

A framework for determining whether our efforts and resources are achieving the intended results.

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Why do we care?

• We only have a limited amount of resources

• We want to have a positive impact in our community

• And – we want to be able to demonstratethe positive impact we’re having

How is this any different from what we’ve always done?

• Profound shift in the way we think about what we do

• Requires clear parameters from the get-go

• Necessitates us to evaluate differently

Outcomes Based Assessment Framework

Inputs Outputs Outcomes Impact

Resource Perspective

Operational Perspective

User Perspective

Stakeholder/ Community Perspective

Outcomes Based Assessment Framework

Inputs Outputs Outcomes Impact

Resource Perspective

Operational Perspective

User Perspective

Stakeholder/ Community Perspective

Outcomes Based Assessment FrameworkExample: Job Search Program

Inputs Outputs Outcomes Impact

Staff TimeMaterials Cost

Space

Program AttendeesCirculation

Changes in user behavior

– new skills

Increase employment

levels

Evaluating Outcomes

For Information Services

• Biannual Staff Surveys

• Annual Customer Survey

• Book-A-Librarian Statistics

Evaluating Outcomes

For Projects and Other Initiatives

• Monitor specific outputs over time to indicate changes in customer behavior

• Utilize our partners for assistance with evaluation

• Targeted Surveys

Future of Data Management at Sno-Isle

How do we keep track of all of these data and

ensure that the information continues

to be useful?

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Q & A

Metrics Stories & Tips

Christa Werle, Public Services Project Manager

cwerle@sno-isle.org, 360-651-7160

Terry Beck, Information Services Manager

tbeck@sno-isle.org, 360-651-7016

Lindsay Hanson, Data Analysis Librarian

lhanson@sno-isle.org, 360-651-7062