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-====== Impact measures and statistics ======
+====== Chapter 6: Impact measures and statistics ======
 Library statistics are an important means for library self assessment and performance management.  Methodologies for gathering and harnessing library statistics have a long track record in major western countries.  The EU project LibEcon2000 (http://www.libecon.org/) set a regional direction for consistent data collection for library statistics, which itself facilitates measurement of performance at the national level through the use of consistent statistics.  The Global Centre for ICT in conjunction with the Parliamentary Libraries Section of IFLA has similarly undertaken regular surveys of Parliamentary libraries whose information provides valuable feedback for libraries in setting their direction.  The recently promulgated Manifesto for Statistics published by IFLA clearly sets out the importance of statistics in supporting the library within the Parliament.  Statistics serve several purposes: to provide evidentiary support of the ways in which the library fulfills its role, to guide the library in decision making about investment in service delivery (and budgetary planning), and to guide progressive improvement of service delivery.
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 An important resource for the library is the IFLA Library Statistics Manifesto (see Resources below).
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 ===== Measuring resource use =====
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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:
-* 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
 It is particularly worth reviewing changes in statistics usage patters before and after major website changes.
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 An example of an annual report is presented in the Case Study below.
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 ===== Case Studies =====
 <note tip>
-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:
+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:
 <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
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 </note>
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