Title of Presentation

Were Listening: Library Assessment,Creative Outreach, and InfographicsEugene J. Harvey, MLS, MSWAssessment Librarian

Katie Bertel, MLSReference Librarian

SUNY Buffalo State

Presented at the2013 SUNYLA ConferenceJune 14, 20137/8/2013 2:29 PM 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

1Today's AgendaBrief Overview of Buffalo StateThe LibQUAL+(R) SurveyDimensions/SubscalesVisualizing what LibQUAL+(R) measuresSurvey Marketing & Outreach PlanTraditional Visuals from an Assessment ProjectThe Power of InfographicsDefinedExamplesDesign PrinciplesWeb ApplicationsConclusion & Questions The purposes of this practice-oriented research are simple:1) to provide other academic libraries with a documentation of our successes and challenges in developing an Information Commons; 2) to illustrate changes in students perceptions of library services between 2003, 2006, and 2009 as a result of developing an Information Commons; and 3) to contribute to the bodies of practice-based library assessment research and service evaluation, particularly in relation to Information Commons case studies and LibQUAL+(R) research.

7/8/2013 2:29 PM 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2WELCOME to Buffalo!! SUNY Buffalo State http://buffalostate.edu/

E. H. Butler Library http://library.buffalostate.edu/

3Buffalo StateCarnegie Masters-L level institutionLargest 4-year urban institution in the SUNY systemEnrollment over 11,000 studentsOver 9,800 undergraduate and 1,800 graduateFive schools: School of Arts and Humanities, School of Education, School of Natural and Social Sciences, School of the Professions, and the Graduate SchoolTop 5 Majors: Business, Elementary Education & Reading, Technology, Criminal Justice and History162 undergraduate programs with 11 honors options60 graduate programs, including 17 post-baccalaureate teacher certification programs

4E. H. Butler LibraryMedium-sized academic librarySole library for the campus675,000 print books, over 200,000 e-books, and access to over 57,000 unique electronic and print journalsOpen 98 hours each week during regular semestersTwo extended-hours facilities, StudyQuad and QuietQuad, which are open and staffed 24/7 during regular semestersIndividual and group study spacesTeaching spaceCaf and numerous lounge areashttp://www.flickr.com/photos/ehbutler/sets/72157629236148607/5A Decade of Assessment & EvaluationStatistics, statistics, and more statisticsNational Center for Education Statistics (NCES) Academic Libraries SurveyUsed for benchmarking to peer groups and the SUNY cohortStaffing, expenditures, collections, ILL, circulation, instruction, gate count, hours of operationACRL StatisticsRefAnalytics (LibGuides) reference stats.Electronic Usage stats.Information Commons model of library serviceFocus Groups re: library webpageTransformation of the librarys primary teaching space (check out Room 314!!!)A decade of LibQUAL+Guides our strategic planningServes as a baseline for pre-post evaluation of projectsTriangulation of data (multiple sources strengthens reliabilityMiddle States Reaccreditation model for assessment on campus librarys assessment efforts contributed to this recognition6What is the LibQUAL+(R) Survey?http://libqual.org/

A total market survey designed to measure dimensions of perceived library qualityTotal Market Survey (inter)national survey that permits comparisons across institutions (i.e. norms)Its dimensions and elements are common across most academic librariesProvides general feedbackDrawback: cannot provide specific, in-depth information about local library issues ex. problematic parts of library website; specific collection development areas; feedback about information literacy sessions; circulation services.Technically, LibQUAL+(R) measures perceptions of library service quality, not Information Commons service quality, yet Beagle and other scholars tend to accept the administration of LibQUAL+(R) for such a purpose.

7/8/2013 2:29 PM 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7A total market survey designed to measure dimensions of perceived library qualityInformation ControlAffect of ServiceLibrary as PlacePerceived Library Quality

(Satisfaction)Assuranceknowledge & courtesy; conveyance of confidence and trustComprehensiveness of Collectionsdepth, breadth, age

Barrier-Free AccessAvailability of info. at the time of needFormatsPrint, digital, video, audio, etc.Utilitarian Spacephysical space available for useCommunity SocializationA gathering place

Creative & ScholarlyInquiry SpaceEmpathycaring, compassionate, individualized attention

Responsivenessability & willingness to provide efficient service7/8/2013 2:29 PM 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8Developing a Marketing PlanSearch for LibQUAL+ procedures manualGreat source of suggestions and reminders!! (not just for LibQUAL+)The TeamDo not forget the IRBDevelop a ThemeCommunicate with your UsersHyperlink to webpageAccess for all (print copies; Office of Disability Serivces)Finalize e-mail samples: students, faculty/departments, campus staff, library staffSend invitation with linkLibrary director should contact campus administrators and department chairsSend 3 to 5 reminders!!Consider future dissemination methodsTie theme to reports, charts, graphs

Were ListeningTie it to the themeOutreach ExamplesIncentivesEarbudsSmall gifts/prizes for winners (beware of gift cards!!)Purchased from campus bookstore: water bottles, designer wallets, travel coffee mugs, campus themedDistance learners might win! need to mail prizes Highlight on webpageGo where THEY are Dont hide in the library.

2003: In the BeginningResults: compared against the instruments national norms, Butler Library fell short of average in all 3 service areas (i.e. Affect of Service, Information Control, and Library as Place) by up to 10 percentile pointsAs compared to the 50th percentile (average)

Using these results as a guiding framework for service restructuring and departmental reorganization, Butler Library implemented a long-term plan to develop the Information Commons in an attempt to improve patrons perceptions of library service.*as compared to 2003 norms2003: The Clouds DarkenAs was the case in hundreds of academic libraries across the United States, 2003 was the year of an unprecedented decrease in gate counts, reference desk statistics, and library material circulation.In Butler Library also the year of an unprecedented increase in technology-related questions and technology-related complaintsNew technologies, increased automation, and of course the Web improved access to information and empowered users. It also contributed to users staying away.

Butler Library prepared for its first LibQUAL+(R) assessment

11Post-Implementation Evaluation:Subsequent LibQUAL+ Data PointsIn 2006 and 2009, Butler Library administered second and third collection points of LibQUAL+ data as a means of assessing the impact of the Information Commons model on users perceptions of library service quality. These sets of results were compared to 2003 data.

Information CommonsThe Information Commons model/concept described and defined by Donald Beagle provided an excellent framework.Of particular interest were Beagles new descriptions for use of library space and his redefinitions of library services.Organizational realignment from print to virtualRedefine the librarys use of physical spaceRedefine library servicesEmphasize strategic alignment with the campusBeagle, Donald. (1999). Conceptualizing an Information Commons,Journal of Academic Librarianship, 25 (2), 82-89.Beagle, D.R., Bailey, D.R., & Tierney, B. (2006). The Information Commons Handbook.New York: Neal-Schuman.

Mission: The Information Commons provides quality service, expert help, and seamless access to information in a supportive high-tech environment that empowers the Buffalo State community to access, evaluate, and ethically use information to promote academic excellence.

12(Self-)BenchmarkingResearch Interest #1: As hypothesized, the development of the Information Commons between 2003 and 2006 had a significantly positive impact on its users overall perceptions of service quality, including in each of LibQUAL+(R)s three service dimensions.Interestingly, the Information Commons model would seem to fit more into the Library as Place dimension of LibQUAL+(R), yet scores in Affect of Service and Information Control also improved significantly. Perhaps the physical, virtual and cultural repackaging of services indirectly affected users perceptions of these two areas, too.Research Interest #1 contd: Results between 2006 and 2009 were not statistically significant.Perceived service quality did not decrease!Despite the economic downturn and subsequent fiscal crunching between 2006 and 2009, users satisfaction with service quality did not diminish significantly. The gains resulting from the development of the Information Commons were maintained, which suggests a long-term, sustained impact from developing such a model of service delivery. The Butler Library staff and administration were pleased overall with this result since it was hoped this model would not be a one-time shot in the arm or a dramatic fad. Results from 2006-2009 comparisons support sustained, positive gains.

13Service ElementService DimensionPearson r CoefficientUndergraduate StudentsEmployees who are consistently courteous.Affect of Service0.756A comfortable and inviting location.Library as Place0.755Library space that inspires study and learning.Library as Place0.739A getaway for study, learning, or research.Library as Place0.724Employees who have the knowledge to answer user questions.Affect of Service0.71Graduate StudentsA library website enabling me to locate information on my own.Information Control0.827Readiness to respond to user questions.Affect of Service0.781A getaway for study, learning, or research.Library as Place0.779Employees who have the knowledge to answer questions.Affect of Service0.776Employees who are consistently courteous.Affect of Service0.774The electronic information resources I need.Information Control0.769Top Five LibQUAL+(R) Items for Undergraduate & Graduate StudentsThese findings sparked much debate among library faculty and staff, and they likely will guide future planning and services for the Information Commons.Graduate students are a very important user group, too, and the planning of services must take into account their unique needs and interests, particularly in relation to their research interests and information requests. These findings would not have been noted if had not been for LibQUAL+(R) data and methods related somewhat to data mining. Certainly this information is of critical importance and will be addressed in future endeavors.

14The Information Commons TodayReflections Ten Years Later: New initiatives & the Library as Place physical, virtual, culturalnew programmingnew exhibits (e.g. a faculty publications showcase; campus and community art exhibits)workshopsthe implementation of a Digital Commons for scholarly works and publicationsthe creation of a Rooftop Poetry Club (which has received extensive local and national recognition)the librarys Green Initiativea software virtualization projectthe library blog and newsletter.

15The Information Commons TodayNew partnersThe Information Commons now partners with Student Affairs, Graduate Studies, Orientation, Instructional Resources, College Relations, Events Management, University College, the Registrar and Computing and Technology Services to provide ancillary services to the campus.Benefits for StudentsToday every student has access to all the following services in Butler Library:ID cardsBus PassesMeal/Dining/Vending plans and fundsComputing & software assistance and instructionClass registration assistanceAdvisementResearch paper writing assistance (Writing Help Center)Equipment loanSpecialized software assistanceGoogle Docs assistance and instructionLibrary instructionAnd lunch!!

16Presenting Data & Survey ResultsConsider your dissemination target groupsExample of a LibQUAL+ report (PDF)Who can read this??Simplify the dissemination efforts of the survey results through data visualizationWhat are Infographics?An infographic is defined as a visualization of data or ideas that tries to convey complex information to an audience in a manner that can be quickly consumed and easily understood (Miciklas, 2012)Synonyms:Explanation graphics, data visualization, information design, information architectureWhat can be visualized?From the conceptual to the concrete - facts, data, ideas, subjects, issues, statistics, questions

The process of developing and publishing infographics is also known as data visualization, information design, or information architecture.An infographic is a type of picture that blends data with design, helping individuals and organizations concisely communicate messages to their audienceVisual LearningWhile it seems as though infographics are a recent phenomenon, we have been using icons, graphics, and pictures throughout history to tell stories, share information, and build knowledgeStatistics are most common form of data visualization

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Types of InfographicsStatisticsProcessIdeasChronologyGeographyAnatomyHierarchyRelationshipsPersonalityStatisticsmetrics such as sales, revenue, market research, surveysProcessmanufacturing, customer service, sales funnel, lead generation, supply chainIdeasconcepts, theories, thought leadership, ideologyChronologyhistory, order of events, timelines, schedulesGeographylocations, metrics by regionAnatomyingredients, components, listsHierarchyorganizational structure, needs assessmentRelationshipsinternal, external, people, products/servicesPersonalitybrand humanization, organizational culture

**Essentially, any type of information can be made into an infographic. If you have data, information, or knowledge to share, you have an infographic waiting to be made.

20Why Use Them?We are wired for visual communicationInfographics combine the language of the eye, with the language of the mind and we start speaking two languages simultaneously, each enhancing the other (McCandless, 2010)Easier to digest and understand than traditional text, numbers, tables, reports, graphs, etc.Facilitates seeing data patterns that could otherwise be scattered or obscureShareability factor

A picture is worth a thousand words

The eye is very sensitive to patterns (variations in color, shape, size). 50% of the brain is dedicated (directly or indirectly) to visual functions. It is estimated that 65% of the population are visual learners. Thats huge and to be more effective in how you communicate to your users, its essential to capitalize on that.By using infographics, you make it physically easier for your user to connect to and understand your information -- If youre navigating a dense information jungle, coming across a beautiful graphic or lovely data visualization is a relief. Its like coming across a clearing in the jungle. (McCandless)The mind is all about words and numbers and concepts. Each letter in a word is a concept that the brain must figure out and process.

Need to communicate and explain things to your users. Infographics can help you communicate ideas and policies, survey results, data, services offered, and benefits provided to your users or administration.ShareabilityMessage is quickly delivered and understood -- people dont have to read an entire article to know the gist of the message and its contentAbility for your information to spread digitally from person to person

21Exampleshttp://www.travelinsurance.org/oil-spills/http://www.pamorama.net/wp-content/uploads/2013/04/guide-to-color-emotions.gifhttp://bjucampusstore.files.wordpress.com/2011/08/new-textbook-dollar.jpg

22Library Infographicshttp://ebookfriendly.com/wp-content/uploads/2012/12/Ebooks-and-print-books-can-coexist-infographic-by-Teaching-Degree.jpghttp://www.behance.net/gallery/Library-Infographic/5307359http://www.flickr.com/photos/thewikiman/6123031527/lightbox/http://librariandesignshare.files.wordpress.com/2013/03/new-libqual-poster-2.jpg

23Infographics at E. H. Butler Libraryhttps://magic.piktochart.com/output/3256a1df-e3a2-4c1b-957d-437a96bccbb9

Design PrinciplesKeep it simpleWeave a golden thread from beginning of project to the end Minimize text , maximize visuals Ensure accuracy between data and the visualMake it attractive and experiment with creativityShare the experience get input and feedback

A good infographic doesnt simply pair interesting statistics with fun illustrationsUse graphics rather than textShow other LibQUAL infographicInclude pictures or illustrations to enhance informationEnsure accuracy with your visual representationsMake sure if youre saying something is 3x greater, that its represented as 3x greater not 10x greaterGet creativeUse whatever tools you have available (free applications vs. paid software)Spice it up a bit, try using something other than a bar, line, or pie chart

25Infographic Web Applicationshttp://infogr.am

http://visual.ly http://create.visual.ly

http://easel.ly

http://piktochart.com ***Only going to talk about the major pros and cons of each application because discussing the different types of application and software could be a stand-alone presentation

http://infogr.am - Create infographics and interactive online charts. It's free and super-easy! Follow other users and discover amazing data stories!Cannot move text or objects aroundPick a theme and enter your data/information inGood if you dont want to worry to much about the design component -- type and save

http://visual.ly - Telling Stories with Data. Our infographics and data visualizations tell your story, drive traffic, and amplify your social media presence.Mostly a pay-for-service site. Cost of creating an infographic starts at $999Very difficult to find the free visual.ly application. Go to http://create.visual.lyHowever, the only infographics you can create yourself are: visual resume (connected through LinkedIn); Google Analytic, Twitter, and Facebook reports; or pre-fabricated infographics where you answer a few questions and that information is imported into the graphic

http://piktochart.com Lots of graphics options Can add sections or blocksCan move and edit layout of sectionsA lot of control over design, user-friendlyCan move, add, delete blocks or sectionsCan extend the size of sectionsCreate a graphHide legends, axis, http://easel.ly Can not add space, canvas is a pre-determined size

26Thank you! Questions? Please contact us!! Eugene J. HarveySUNY Buffalo StateAssessment Librarianharveyej@buffalostate.edu

Katie BertelSUNY Buffalo StateReference Librarianbertelks@buffalostate.edu

ReferencesMcCandless, D. (2010).The beauty of data visualization [Web]. Retrieved from http://www.ted.com/talks/david_mccandless_the_beauty_of_data_visualization.html

Smiciklas, M. (2012).The power of infographics: Using pictures to communicate and connect with your audiences. Indianapolis, IN: Pearson Education, Inc.