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| Current standards for the collection of statistics in libraries are proposed by ISO TC46/SC8, section of the International Standards Organization (ISO 2789 and ISO 11620) in Europe, and the National Information Standards Organization (ANSI/NISO Z39.7) in the United States. Major projects such as LibEcon2000 have illustrated the strategic benefit of having global statistics consistent across libraries regionally and nationally, and have informed subsequent efforts toward consistent standards for statistical gathering. Organisations such the International Coalition of Library Consortia (ICOLC -http://www.library.yale.edu/consortia/webstats.html), JSTOR Web Statistics Task Force (http://www.library.yale.edu/~kparker/WebStats.html), and | Current standards for the collection of statistics in libraries are proposed by ISO TC46/SC8, section of the International Standards Organization (ISO 2789 and ISO 11620) in Europe, and the National Information Standards Organization (ANSI/NISO Z39.7) in the United States. Major projects such as LibEcon2000 have illustrated the strategic benefit of having global statistics consistent across libraries regionally and nationally, and have informed subsequent efforts toward consistent standards for statistical gathering. Organisations such the International Coalition of Library Consortia (ICOLC -http://www.library.yale.edu/consortia/webstats.html), JSTOR Web Statistics Task Force (http://www.library.yale.edu/~kparker/WebStats.html), and |
| the D-Lib Working Group’s Digital Library Metrics (http://www.dlib.org/metrics/public/) demonstrate the considerably interest in improving standards for library measurement. | the D-Lib Working Group’s Digital Library Metrics (http://www.dlib.org/metrics/public/) demonstrate the considerably interest in improving standards for library measurement. |
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| | An important resource for the library is the IFLA Library Statistics Manifesto (see Resources below). |
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| ==== Website usage statistics ==== | ==== Website usage statistics ==== |
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| Usage statistics can give you a good indication over time of the important parts of your websites (intranet, extranet and internet). There are many tools that allow you to analyse these usage statistics (see the resources section below). The following are some guidelines on reviewing these statistics: | Usage statistics can give you a good indication over time of the important parts of your websites (intranet, extranet and Internet). There are many tools that allow you to analyse these usage statistics (see the resources section below). The following are some guidelines on reviewing these statistics: |
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| * Page hits are useful as a relative measure over time and to measure the relative popularity of different pages and sections of the site. They are not an indication of the number of users, since much usage may be masked by web site caches. | * Page hits are useful as a relative measure over time and to measure the relative popularity of different pages and sections of the site. They are not an indication of the number of users, since much usage may be masked by web site caches. |
| * Customer visit figures are an approximation of the number of unique customers visiting your site. They rely on the web server logs to give sufficient information to estimate which pages a single customer has used over time (as distinct from usage by discrete different customers). | * Customer visit figures are an approximation of the number of unique customers visiting your site. They rely on the web server logs to give sufficient information to estimate which pages a single customer has used over time (as distinct from usage by discrete different customers). |
| * Usage by hour of day - this information can be very useful in measuring times during which your website receives peak usage during the week. | * Usage by hour of day - this information can be very useful in measuring times during which your website receives peak usage during the week. |
| * Referring information - when provided by your web logs can give useful statistics on where customers came *from* to reach your website | * Referring information - when provided by your web logs can give useful statistics on where customers came *from* to reach your website |
| * Search keywords and phrases - gives an indication of topic areas used by customers using your site | * Search keywords and phrases - gives an indication of topic areas used by customers using your site |
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| It is particularly worth reviewing changes in statitics usage patters before and after major website changes. | It is particularly worth reviewing changes in statistics usage patters before and after major website changes. |
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| ===== Measuring customer satisfaction ===== | ===== Measuring customer satisfaction ===== |
| Libraries in most organisations are now subject to a level of scrutiny as to their role and relevance unlike any time before. Parliamentary libraries are not exempt from this scrutiny. It is important therefore that the library begins to prepare the statistics that demonstrate its utility in the daily life of the parliament. For management reporting these statistics are often presented in terms of KPI's or Key Performance Indicators. Groundwork with management is needed to ensure these indicators reinforce the relevance of the library service. Ground work is needed in the library to ensure these KPI results are truly reflective of the breadth of service delivery. | Libraries in most organisations are now subject to a level of scrutiny as to their role and relevance unlike any time before. Parliamentary libraries are not exempt from this scrutiny. It is important therefore that the library begins to prepare the statistics that demonstrate its utility in the daily life of the parliament. For management reporting these statistics are often presented in terms of KPI's or Key Performance Indicators. Groundwork with management is needed to ensure these indicators reinforce the relevance of the library service. Ground work is needed in the library to ensure these KPI results are truly reflective of the breadth of service delivery. |
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| The purpose for gathering these statistics is to keep the Parliament informed of the ongoing contribution and value of the library and to facilitate the direction of resources where they are most needed. The library should prepare an annual report on the activities of the library which brings together the achievements and activities of the year. KPI's should be developed in conjunction with the Parliamentary management to reflec priorities for the library in supporting the work of the Parliament. An example of the annual report from the House of Commons Parliamentary Library in the United Kingdom can be found in the case study below. | The purpose for gathering these statistics is to keep the Parliament informed of the ongoing contribution and value of the library and to facilitate the direction of resources where they are most needed. The library should prepare an annual report on the activities of the library which brings together the achievements and activities of the year. KPI's should be developed in conjunction with the Parliamentary management to reflect priorities for the library in supporting the work of the Parliament. An example of the annual report from the House of Commons Parliamentary Library in the United Kingdom can be found in the case study below. |
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| The annual report can present: | The annual report can present: |
| An example of an annual report is presented in the Case Study below. | An example of an annual report is presented in the Case Study below. |
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| ===== Case Study ===== | ===== Case Studies ===== |
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| The Parliament of Australia library, for instance, undertook a Delphi study. | <note tip> |
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| | The Parliament of Australia library undertook a Delphi study as a means of assessing current perceptions and expectations for their Reference services. The report was published in the IFLA journal in the following report: |
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| | <blockquote>Missingham, Roxanne. "Parliamentary library and research services in the 21st century: A Delphi study". doi: 10.1177/0340035210396783. IFLA Journal March 2011 vol. 37 no. 1 52-61. http://ifl.sagepub.com/content/37/1/52.full.pdf+html |
| | </note> |
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| | <note tip> |
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| The House of Commons in the United Kingdom provides an annual report which includes a detailed report on performance, activities and forward plans for the library. | The House of Commons in the United Kingdom provides an annual report which includes a detailed report on performance, activities and forward plans for the library. |
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| Contents: | Contents: |
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| **Message from the Librarian and Director General ** | **Message from the Librarian and Director General ** |
| **Research and Information Services for Members ** | **Research and Information Services for Members ** |
| * DIS Structure (April 2011) | * DIS Structure (April 2011) |
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| {{:uk_dis_annual_report_2010-11.pdf|Read the report}} <pagebreak> | {{:UK_dis_annual_report_2010-11.pdf|Read the report}} <pagebreak> |
| ==== Standards ==== | </note> |
| <WRAP center round tip 80%> | |
| | ===== Standards ===== |
| | <note warning> |
| **Procedures** | **Procedures** |
| * [[http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesintroduction.cfm|Reference and User Services Guidelines for introducing Electronic Info Resources to users]]: these guidelines from the ALA are useful descriptions of some procedures necessary to help users make the most of the electronic services provided by the library. They also have a document on [[http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtual-reference-se.pdf|Implementing and Maintaining Virtual Reference Services (PDF link)]] | * Reference and User Services Guidelines for introducing Electronic Info Resources to users. http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesintroduction.cfm. These guidelines from the ALA are useful descriptions of some procedures necessary to help users make the most of the electronic services provided by the library. They also have a document on Implementing and Maintaining Virtual Reference Services (http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtual-reference-se.pdf) |
| **Statistics** | **Statistics** |
| * [[http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=37853|ISO 11620:2008 Performance Indicators]] | * ISO 11620:2008 Performance Indicators. http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=37853. This standard defines performance indicators for libraries and defines steps for establishing these performance indicators. |
| * [[http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=39181|ISO 2789:2006 International library statistics]] | * ISO 2789:2006 International library statistics. http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=39181. Defines standards for international performance reporting by libraries |
| * | |
| </WRAP> | |
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| ==== Resources ==== | </note> |
| ====Software==== | |
| <WRAP center round download 80%> | =====Software===== |
| | <note important> |
| **Web site statistics measurement** | **Web site statistics measurement** |
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| * **Google analytics ** - http://www.google.com/analytics/ - Google analyitics is a popular tool for measuring website usage statistics. By use of a small piece of javascript embedded in your web pages it gives good tracking reports. | * **Google analytics ** - http://www.google.com/analytics/ - Google analytics is a popular tool for measuring website usage statistics. By use of a small piece of Javascript embedded in your web pages it gives good tracking reports. |
| * **Piwik analytics ** - http://piwik.org/ - An open source alternative to Google analytics. This may require a little extra installation time on your servers, but has quite powerful reporting capability similar to Google analytics. | * **Piwik analytics ** - http://piwik.org/ - An open source alternative to Google analytics. This may require a little extra installation time on your servers, but has quite powerful reporting capability similar to Google analytics. |
| * **AWStats open source log analyzer** - http://awstats.sourceforge.net/ - AWStats is an powerful open source log analyser. Your IT area should be able to assist you in providing log files from your intranet and extranet. This tool requires some ininitial configuration time, but has strong reporting capabilities, including keyword search usage. Since it operates off your log files, it is not restricted to showing only public web site usage statistics. | * **AWStats open source log analyzer** - http://awstats.sourceforge.net/ - AWStats is an powerful open source log analyser. Your IT area should be able to assist you in providing log files from your intranet and extranet. This tool requires some initial configuration time, but has strong reporting capabilities, including keyword search usage. Since it operates off your log files, it is not restricted to showing only public web site usage statistics. |
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| **Examples of statistics gathering approaches** | **Examples of statistics gathering approaches** |
| * [[http://www.libecon.org/d|LibEcon]] A European initiative to gather consistent individual and regional statistics on libraries. | * LibEcon. http://www.libecon.org/d|LibEcon. A European initiative to gather consistent individual and regional statistics on libraries. |
| * [[http://www.libqual.org/home|LIBQUAL]] LIBQUAL is a not-for-profit structured set of services to "to solicit, track, understand, and act upon users’ opinions of service quality". The merit of the system is its widespread base and the ability to asses individual library results against a large performance base gathered over time. It is managed by members of the Association of Research Libraries (principally large university libraries). The approach an methodology are strong, and could form the basis for similar regional evaluation arrangements for parliamentary libraries. | * LIBQUAL. http://www.libqual.org/home. LIBQUAL is a not-for-profit structured set of services to "to solicit, track, understand, and act upon users’ opinions of service quality". The merit of the system is its widespread base and the ability to asses individual library results against a large performance base gathered over time. It is managed by members of the Association of Research Libraries (principally large university libraries). The approach an methodology are strong, and could form the basis for similar regional evaluation arrangements for parliamentary libraries. |
| * [[http://www.caul.edu.au/caul-programs/caul-statistics/interstats|International Collections of Statistics]] A useful reference resource provided by the Council of Australian University Libraries. | * International Collections of Statistics. http://www.caul.edu.au/caul-programs/caul-statistics/interstats. A useful reference resource provided by the Council of Australian University Libraries. |
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| | **Standards** |
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| | The IFLA Statistics and Evaluation section has published the: |
| | <code> |
| | IFLA Statistics Manifesto. http://www.ifla.org/publications/ifla-library-statistics-manifesto |
| | </code> |
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| | The manifesto includes a model questionnaire. |
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| </WRAP> | |
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| IFLA Statistics Manifesto | </note> |
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| ~~ODT~~ | |
