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Analyze This! An Iterative Analysis of Reference Statistics. Nadia J. Lalla, Erin Kerby , Deborah Lauseng Taubman Health Sciences Library University of Michigan. The Three Amigos. Deborah. Nadia. Erin (with Alfie ). Original Service Model. In the Beginning. Original Service Model.

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Analyze This!An Iterative Analysis of

Reference Statistics

Nadia J. Lalla, Erin Kerby, Deborah LausengTaubman Health Sciences LibraryUniversity of Michigan

The Three Amigos



Erin (with Alfie)

Original Service Model

In the Beginning

Original Service Model

Does the transaction datasupport our service model?

I Have A Question!

Types of Questions






Citation Management

Where Are Questions Asked

Integrated Reference/Information Desk



Office Hours


Year One (June 2010 – July 2011)

Monthly statistical nag

End of the year statistical beg

Ran a basic report (who, what, when, where)

Performed a trend analysis

Trends in Usage at Service Points

Trends in Usage of Service Points

Trends in usage andpeak services times were as expected.

Simultaneous Uniform Single Service Point

  • Staffing

  • Reference staff at Information/Circulation Desk

  • Circulation = backup support to reference

  • Requires a higher skill set

  • More expertise

  • Greater knowledge of sources

Year Two (June 2011 – July 2012)

DeskTracker and Footprints statistics gathering

Additional data collection instrument

Affinity analysis

Interpretation is a Fine Art

AKA how to drive your SI student insane

The Details – Information/Circulation Desk


The Details – Backup/Reference


Immediate Changes @ THL

  • School of Information students and some backup staff trained on circulation skills.

  • Selected non-SI students trained to provide basic reference assistance for ejournal access issues, citation verification, and basic PubMed/CINAHL searches.

  • Liaisons Librarians delegate all circulation questions and most ejournal access questions.

  • Librarians handle the most difficult reference questions.

Library-Wide Changes

Changes to types of data collected

Institutional Changes

A A major building renovation

Points to Consider

Difficult to separate the question from the cause of the question (i.e., what is the question really about?)

Theoretically, access is easier with so much online but …. people still need help with HOW to access ebooks,ejournals, etc. These are not easy transactions.

Ongoing reluctance/resistance to enter statistics (librarians) and record details on questions (staff/students).

There’s a lot of data.

Contact Information

Nadia J. Lalla, MLIS

Coordinator, Collections & Information Services

Taubman Health Sciences Library

The University of Michigan

Ann Arbor, MI

[email protected]

Erin Kerby, MSI

Veterinary Medicine Librarian

Veterinary Medicine Library

The University of Illinois at Urbana-Champaign

[email protected]

Deborah Lauseng, AMLS

Coordinator, Liaison Services

TaubmanHealth Sciences Library

The University of Michigan

Ann Arbor, MI

[email protected]