Using Gimlet Desk Statistics to Improve Library Services (NELLCO)
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Using Gimlet Desk Statistics to Improve Library Services Susan [Gardner] Archambault Loyola Marymount University Los Angeles, CA, USA
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Transcript of Using Gimlet Desk Statistics to Improve Library Services (NELLCO)
Using Gimlet Desk Statistics to
Improve Library Services
Susan [Gardner] Archambault
Loyola Marymount University
Los Angeles, CA, USA
Loyola Marymount University
• Private Catholic
University in Los
Angeles, California
• 5900+ undergraduates
and 1900+ graduates
• William H. Hannon
Library Information
Desk open 24/5
Overview
• What is Gimlet and how does it work?
• Case study of how we use Gimlet at LMU
• How can you perform content analysis on your
Gimlet data?
• Examples of resulting changes/advancements
based on user needs at LMU
http://gimlet.us/
Gimlet Interface: Information Desk
Gimlet Interface: Other Desks
Staff Training
4-page Gimlet “User Guide”
List of Tags by Question Type
Additional Staff Training
• READ Scale “Quick
Guide”
• Sample questions to
practice entering
• Gimlet Quiz
Standardizing Your Tags
• Social tagging does
not work!o computer vs. computers
o catalog vs. name of catalog
o bathroom vs. restroom
• Source-based
approach better than
strategy-based
approach!o known item vs.
catalog_use_and_lookup
o search_construction vs.
database_help_and_use
Assessment
Number crunching
Search Capability
Automatic Reports
Detailed Reports (cross-tabs)
Detailed Reports (cross-tabs)
Technical Tags: 2011-12
Download to Excel (sort/filter)
Content Analysis
(data manipulation)
• Experiment with word
counts and
frequencies (Simple
Concordance
Program)
• Recode Q&A text
fields; SPSS analysis
for relationships
Simple Concordance Program:
“software” tag within “tech” category
Context: Exact Q or A with
“Microsoft”
Directional Signage
A content analysis was run on directional questions
asked at the Information Desk to get a list of broad
categories
Word frequencies were then totaled within each category
PowerPoint Slides Created for
Frequent Directional Queries
Rotated Within Nix X15A 15’
Digital Photo Frame
Technical Improvements
10144.7%
3113.7%
208.9%
177.5% 13
5.8% 94%
73.1%
73.1%
73.1%
52.2%
41.8%
2.9%
2.9%
1.4%
0
20
40
60
80
100
120N
um
be
r o
f Q
ues
tio
ns
Software - Microsoft
Examples:
Easy
• How do you copy and paste?
• How do I set the margins in Word?
Hard• If I just installed a new version of Microsoft Word, do I need to reinstall the Zotero plugin?
• I have a document and whenever I print it I have so much black space at the bottom. I checked all of my margins and I don’t know why it keeps doing it.
1%
1%
1%
1%
1%
1%
1%
1%
1%
2%
3%
3%
4%
15%
32%
33%
email - 7
microsoft - 7
adapter - 7
log - 8
mac - 10
software - 11
document - 12
laptop - 14
wireless - 18
password - 26
fax - 37
scanner - 39
color - 45
computer(s) - 198
print(er,s,ing) 416
copy(ier,s) - 426
Directional Questions: Technology Category
Color Printer & Scanner
Acquired
New Desktop Image
Reference Improvements:
Building a New FAQ Knowledge
Base
Word Frequencies by Materials
LibAnswers FAQ Knowledge Base
Top Databases Used:
Information DeskDatabase Times Used
JSTOR 47
Academic Search Complete 45
Proquest 45
PsycINFO 33
Business Source Complete 28
Lexis Nexis 23
Ebsco 21
MLA Intl Bibliography 18
ERIC 17
ATLA 14
Bibloi 14
ABI Inform 13
Mergent 13
CQ Researcher 12
OneSearch 12
WorldCAT 12
Business & Co. R.C. 10
GVRL 9
Lit. Resource Cntr 9
Euromonitor 8
Lit. Criticism Online 8
Soc. Abstracts 8
Science Direct 7
Biography in Context 6
CMMC 6
Opposing Viewpts 6
Proquest Dissert. 6
Sage Jnls Online 6
Conclusions
• Daily recording of reference statistics allows for systematic monitoring of user questions and patterns
• Recording statistics electronically makes data analysis much easier, although it still takes work to get the data into shape
• Experimentation with analysis tools can lead to proactive, user-driven changes in services
More Information
• Gimlet: https://gimlet.us
• Simple Concordance Program: www.textworld.com/scp
• LMU Gimlet LibGuide: http://libguides.lmu.edu/gimlet
• Contact Info:
Susan [Gardner] Archambault
Email: [email protected]
Twitter: @susanarcham
