Creating a composite of user behavior to inform decisions about new and existing library services

Abstract

Purpose

This paper presents a method of data collection and analysis to inform decisions about when to offer human‐mediated library services.

Design/methodology approach

The methodology was synthesized from several examples in the literature of metrics collection and evaluation

Findings

Analysis of several sets of data collected from various online resources and services revealed clear patterns of online activity within Purdue University Libraries, which informed a recommendation for expansion of chat reference service hours and then a second expansion of hours based on the results of the first expansion.

Research limitations/implication

The results of this study offer validation for the usefulness of the methodology presented, but further applications of the methodology with other human‐mediated services need to be undertaken.

Practical implications

The basic methodology can easily be tailored to the specific needs of an institution.

Originality/value

Supports with empirical evidence the techniques recommended by others for collecting and analyzing data pertaining to in‐person and online use of library resources and services.

Citation

Bejune, M. and Kinkus, J. (2006), "Creating a composite of user behavior to inform decisions about new and existing library services", Reference Services Review, Vol. 34 No. 2, pp. 185-192. https://doi.org/10.1108/00907320610669425