New Data Gathering and Sampling Techniques for Maryland AskUsNow!: Illustrating Volume and Quality of Service

Maryland AskUsNow!:  http://askusnow.info/   

SLA-MD Chapter:  Leveraging Data to Lead:  http://maryland.sla.org/data.html

Thursday, November 5, 2015

 

“New Data Gathering and Sampling Techniques for Maryland AskUsNow!: Illustrating Volume and Quality of Service”

http://askusnow.info/staff/reports/2015slamdconference

 

Paul Chasen

Statewide Coordinator, Maryland AskUsNow!

pchasen@prattlibrary.org

443-984-4955

 

What is Maryland AskUsNow! (aka AskUsNow!)? 

AskUsNow!, http://askusnow.info/ is the free, statewide interactive information service available

24 hours a day, 7 days a week that uses the expertise of librarians to provide answers to questions, research guidance, and help navigating the internet. AskUsNow! is a cooperative service of Maryland libraries and available for any resident or student of Maryland.

 

In the simplest way possible, what are AskUsNow!’s data gathering and sampling techniques measuring?

The number of chat questions in chat sessions

 

In a little more detail, what are AskUsNow!’s data gathering and sampling techniques measuring?

They are measuring the chat volume and different types of chat questions answered by AskUsNow! librarians during chat sessions.  This volume data is complementing quality of service data received in surveys and anecdotes that AskUsNow! receives on a regular basis.  

 

What are the data gathering and sampling techniques?

1. Statistical Sampling (14 different weeks in one fiscal year):  http://askusnow.info/staff/reports/statisticalsampling/14weeks and http://askusnow.info/staff/reports/statisticalsampling            

2.  “Managing for Results” Report:  http://askusnow.info/staff/reports/mfr

  1. Data sets on the number of chat sessions by fiscal year coming from AskUsNow! customers
  2. Chat sessions that receive follow-up by email.
  3. Positive and negative anecdotes and survey results available in monthly reports:  http://askusnow.info/staff/reports/monthly

3.  Descriptive Codes:  http://askusnow.info/staff/reports/descriptivecodes and http://askusnow.info/staff/learningcenter/technical/Descriptive%20Codes

 

What is AskUsNow!’s data history?
1.  March 2003-June 2005     

  • Some of “Managing for Results”
    • Usage:  Yes
    • Survey Stats and Comments:  No

2.  July 2005-June 2015

  • March 2003-June 2005 +
    • Survey Stats and Comments:  Yes
    • Anecdotes=Positive
  • Descriptive Codes:  gathered, but not analyzed

3.  July 2015-Present

  • Usage--Statistical Sampling
  • “Managing for Results”
    • Anecdotes=positive and negative
  • Descriptive Codes:  gathered and analyzed

 

What is statistical sampling?

 

What are the descriptive codes?

Descriptive codes are tags placed on chat sessions that mark the question's category or subject matter.  Learn more about them at http://askusnow.info/staff/reports/descriptivecodes and http://askusnow.info/staff/learningcenter/technical/Descriptive%20Codes.

 

What are examples of the anecdotal evidence?

“I was stumped in my attempts to do research. Sara was very patient for me and steered me in the right direction. I am really pleased with the service and grateful for Sara's help.”

“Prompt response and I was asked if I had any other questions.  That is good.”

“The librarian was very astute and asked good follow-up questions.”

 

From an AACPL customer about finding soldiers who have received silver stars in Vietnam:  Could not answer but ????  Perhaps a bit too complex.

 

What will be developed based on the current data model?

An AskUsNow! Dashboard for the stakeholders

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