Sno isle metrics stories & tips

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


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


2.Learning to use different library resources

3.Learning to use various technologies

How important is it to get assistance?Paper Survey Results


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!


ANALYSIS & BUSINESS INTELLIGENCELindsay Hanson, Data Analysis Librarian

Outcomes Based Assessment

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

www.evaluationtoolkit.org/illustrations/4/original/miracle_cartoon.jpg?1231530108

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 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?

http://allantyoung.com/wp-content/uploads/2008/04/informationoverloadcartoon.jpg

Metrics Stories & Tips

Christa Werle, Public Services Project Manager

[email protected], 360-651-7160





Sno isle metrics stories & tips

Government & Nonprofit

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