Tuesday, November 17, 2009

SD Institute webinar on demonstrating value

Thanks to Terry for forwarding notice of this afternoon's webinar We can count 'em...But do they count?

Ulla de Stricker discussed traditional library methods for demonstrating value (how much/how often we provide help/materials) versus making a business case for the library (why do we make these provisions/what impact do they have).

Some of the more interesting slides were text-heavy, but here were a few points that I liked...

Don't just report metrics, tell a story. Investigate the context of information needs
  • What is the universe of clients and needs?
  • What typical activities are they undertaking?
  • At what points and how often do they experience information needs (this can inform services that we should increase/develop)?
If we count attendees at events, do we segment by demographics and follow up to measure impact? We have lots of recent activity on this front in library instruction assessment :)

If we count reference questions, do we measure size/complexity of question, trace questions to dept, requestor, or even project?

For chat questions, do we follow up to ask why they use this medium and whether there are any difficulties in using this or other library services?

de Stricker emphasized the need to p/r (probe/realign) before undertaking traditional PR (public relations). She also listed steps that should accompany p/r such as investigating the market (context of clients and info needs).

The presenter suggested a number of PR activities. Overall she suggested that we "have the stakeholders/clients tell the story of library value" for us, though this requires that we reach out to get then deliver these stories. One example was a permanent "library value track" on the website/wikiyoutube (I believe that we currently have this in the library newsletter :)

The recording of the presentation and the ppt should be on the SirsiDynix Institute website in a week.


No comments: