Performance Indicators in Digital Reference
CAUL Survey
Performance Indicators in Digital Reference
(Information and Research) Services
June 2004 (updated 19/8/04)
Responses were received from 23 Universities
- Ballarat
- Swinburne
- Bond
- University of Melbourne
- Canberra
- University of NSW
- Charles Sturt University
- University of Newcastle
- Curtin University
- University of Queensland
- LaTrobe
- University of South Australia
- Macquarie University
- University of the Sunshine Coast
- Monash University
- University of Southern Queensland
- QUT
- University of Technology Sydney
- RMIT
- University of Wollongong
- Southern Cross
- University of Western Australia
- Victoria University
What digital reference (information and research) services do you offer?
A few libraries are utilizing a limited ‘real-time’ online reference chat service or trialing the concept.
La Trobe University trialed an online chat service in 2002 specifically targeting off campus post graduate nursing students, but found that the demand did not warrant the staff time or expenditure.
Curtin University has also indicated that an SMS reference service pilot is being implemented.
Other than real time chat or email services, the majority of respondents indicated that email querying is the main form of digital reference services and some libraries also identified their online information literacy training modules and subject guides as digital reference services.
What methods (quantitative or qualitative) do you use to measure service effectiveness or performance?
- Usage statistics are kept by most Libraries
- Response times to email queries are identified as performance indicators
- Tracking of email queries and responses and analysis of real-time query transcripts
- Feedback and suggestion form available online
- Use of the Rodski survey / or other survey
- Focus groups and telephone interviews
- Review of online service transcripts
Are you using any already-developed performance indicators / measures for digital reference services?
All responded No to this question. Some indication that libraries may be waiting for National Guidelines (possibly from CAUL). UQ is waiting to meet with Questionpoint software supplier to review built in performance measure / statistic modules.
Have you developed any in-house or local performance indicators / measures for such services?
Most respondents answered ‘No’ or ‘Not really’. A number of others cited response times as their main measure.
If a standard set of performance indicators / measures were to be considered for CAUL libraries, would you be interested in developing and / or using them?
All respondents answered that they would be interested in using the performance measures, and a number indicated that they would also like to be involved in the development process. LaTrobe and Monash indicated that they would like to comment on the development process but not in taking a lead development role.
Would you agree to recommend commitment of CAUL funds to support the development of indicators and measures?
The majority answered that they would probably agree to this upon provision of more detailed information about the commitment of funds, and that there would be sufficient use of the developed measures by CAUL members.
Would you be able to commit relevant staff resources to participate in the development of
indicators and measures?
Again, most answered that they would only be prepared to commit staff resources following clarification of commitment needs. It was suggested that a project scope be made available to Libraries in order to gauge the staff resources necessary.