Analysis of Information Desk Enquiries
Contents
Introduction
Key to some of the terms used in this document
Aims
Methodology
Observing enquiries , Categories
of Enquiry
Partner Sites : LSE
, LBS , UH
Results : General
results , Analysis
Type of Enquiry
Enquiries that HeadLine may be able to
assist with
Help with navigating resources or services
, Locating and using resources , Locating
shelfmarks ,
Locating facilities and services , Journals
, Use of Library , Grey
Literature , Reading lists and exam papers
, Subject enquiries , Training
Summary of Enquiries relevant to HeadLine
Resources currently used to answer these queries
, Questions that are not applicable to HeadLine
Staff Consultation Event
Background, Methodology, Participants
Staff Consultation Results, Items
Confirmed, Items Added, What
do users want?, Access Management
Appendix 1 - Test Session
Appendix 2 - Analysis of LSE enquiries
Appendix 3 - Analysis of LBS enquiries
Appendix 4 - Analysis of UH enquiries
Introduction
Collect information (via existing partner library staff) on the nature
of enquiries made by end users of library information desks or equivalent
services. Produce a quantitative analysis (differentiated by site), including
estimates of staff time spent on dealing with enquires that could be answered
by a HeadLine system/service
This paper outlines the aims of this exercise and details methods used
to ensure that the information was collected consistently from all three
sites. The results of observations include an analysis of enquiries at
each site, with number and average length of time taken to deal with each
type of query. Next follows a breakdown of the kinds of enquiry that HeadLine
could deal with together with a quantitative analysis of these, as received
at each site.
Related
Documents
This document is related to the Evaluation Plan (HL-1998-05)
as it contributes to the process of analysing user needs as described in
that document
Key to some of the terms used in this
document
Some of the proposed features of HeadLine are mentioned in the 'Results'
section of this paper. These are ideas for components of the system, which
are in discussion at the time of writing this paper (December 1998), although
these may change as a result of further user studies or technical developments.
HeadLine Resource Finder: (working name, this may be changed
in the future) system currently being tested and developed comprising a
searchable database of resources offered at partner sites. This is based
on the ROADS database and does not have any user information at present,
but allows resources to be searched by title, subject and keyword.
Work is also being done to consolidate electronic journal holdings,
in order to identify which journals are available from which resources
and for how long. This information will also be incorporated into the HeadLine
Resource Finder.
Shelfmark Locator Tool: this feature of the system would show
where shelfmarks are located around the library, for instance it would
show in general terms where a particular shelfmark range is found, a map
of the library would appear on screen with the relevant block or blocks
highlighted.
This tool could also be extended to show other locations in the library,
for instance photocopiers, toilets, workstations, terminals with access
to particular services. This would help answer many enquiries about how
to find facilities or services.
Aims
The aims of this workpackage are:
-
To get a thorough understanding of the types of enquiries received at all
partner sites;
-
To identify enquires which could be answered by the Headline system (eg
location of books etc);
-
To get a qualitative analysis - ie the kinds of enquiries and other details;
-
To quantify the number of enquiries in particular categories or subject
areas;
-
To obtain an estimate of staff time spent on enquiries that could be answered
by a HeadLine system/service;
-
To assist resource prioritisation - analysis of resource specific enquiries
will provide an insight into which are the most popular resources - assisting
resource prioritisation.
However it is important to note that people often ask for things that
they expect to be able to get, so their expectations are based on experience.
So if they were offered different services their expectations may change,
so the questions recorded in this document will not cover all the things
that HeadLine may be able to help with. User expectation studies will follow
on from this, and try to identify any areas where headline could be beneficial,
which are not necessarily asked for at information desks.
Methodology
To collect this data enquiries at each of the partner sites were monitored
during the autumn term of 1998. For consistency and convenience to the
sites themselves, a single observer filled in the sheet for analysing enquiries:
-
To avoid overburdening staff at partner sites
-
To ensure consistency of results
-
To give time for the observer to record full details of the enquiry and
how it was answered. If someone attempted to fill in, whilst answering
an enquiry, this would cause delays on the desk.
Examination of other information available to answer enquiries at each
site complemented this activity by identifying methods already employed
to help users find information - for instance handouts, library guides
and webpages.
Observing enquiries
In order to record enquiries consistently a spreadsheet was used with
a line to complete for each enquiry. A sample sheet is appended to this
document, showing the sorts of enquiries received and how they were recorded.
This sheet recorded the following information about each query:
-
Details - ie the question asked
-
Time taken - length of time taken for each type of enquiry
-
Category the enquiry falls into (see below)
-
Sources used by the information desk staff to answer this (eg pamphlet,
library catalogue, map etc)
-
Any other notes - this included details such as whether the enquiry came
via a phone call or whether the enquirer was an external user.
Enquiries were logged at each site for the same (or similar) lengths of
time.
Categories of Enquiry
The categories that queries fall into were predetermined by observing
enquiries at LSE during a test session and by discussion with staff at
each site. These were subject to some change during the observation process,
as and when extra categories were needed.
These categories are:
Resources/collection: Subject - eg I want to know about economics;
Special collections - eg official publications, how to identify an official
publication; Have you got this title?
Other Libraries: can I use XXX library? (eg their admissions
policy); I can't find the item I want here - where else can I look?; How
do I search another library's catalogue?
Use of the library: Can I come and use the library? Do I have
to pay to use it (often includes phone enquiries); Borrowing rights; Use
of library - ie giving pin numbers; Showing users how to look at their
library account;
Locating material: Looking for a shelfmark; Looking for a collection;
Locating Facilities: Toilets; Other services; library office,
photocopiers;
Services: Photocopying; Microfilm readers; Fetching; inter-library
loans;
Electronic services: Registering for services eg IDEAL or BIDS;
Logging onto CD-ROMs; help with use of electronic services;
Training: Perhaps note down areas of training that are asked
for or recommended.
Partner Sites
Special circumstances at partner sites could affect observations, and
need to be taken into account when planning and carrying out observation
activities. Meetings were held with librarians at each to identify types
of enquiry received and to check whether the ones listed are applicable
to each site. Also to arrange how and to collect data and to advise on
suitable time to visit. The following staff were consulted:
LSE - Nerys Webster, Assistant Librarian, Information Services and Collection
Development;
LBS - Rachel Sylvester, Assistant Librarian;
UH - Diane Coxon, Faculty Information Consultant, Learning Resource
Centre, Hertford LRC.
LSE
-
Data must be collected consistently - ie by the same observer at each site
if possible, using the same type of spreadsheet. Ideally data should be
collected after the very beginning of term, after the first rush of new
students, but when the desk is sufficiently busy to receive a range of
'typical' enquiries.
-
Staff at partner sites must be consulted and shadowing must be requested
as it will inevitably entail some explanation of what is going on/what's
being used
-
Also seems useful for the observer (LJ) to wear a badge or some other way
of showing that they're not answering queries, otherwise users get confused.
LBS
-
LBS are currently working on a FAQ project, to identify common enquiries
and put them on the Website. Use output from this - liaise with SG (got
a copy of this).
-
Phone enquiries - there are a lot of these and it may be difficult to track
them, but if staff are warned that the observation is going ahead they
may be prepared to tell what they were, also it is often apparent from
the conversation (could also use parallel phone?).
-
Users are given floor guides for the new library, to point out location
of stock. Many calls are about access rights as the LBS has different types
of user, all postgraduates but also Alumni students and corporate members.
-
There hasn't been an analysis of the types of enquiry received at the information
desk so the output from this exercise may be interesting to staff at the
LBS.
UH
-
They have 3 sorts of staff at the LRC: Information consultants (old
'subject librarians') eg Diane Coxon is one of these - students book appointments
with the consultants for in-depth enquiries, although because Hertford
is a small LRC, usually when the students come to the desk the staff call
information consultants out there and then. Information officers
- usually deal with technical problems. Information officers are multi-skilled,
and deal with hardware (bulb on projector in lecture room needs replacing),
as well as library problems. Resource assistants - one of these
and an information officer on the downstairs desk
-
Diane suggested I watch one of each - to get an idea of the type of enquiry
at each point - at Hertford LRC there are a lot of IT queries as the information
desk deals with both types of enquiry (unlike the LSE which has a separate
IT counter).
-
Self help guides are also useful as students are encouraged to help themselves
as much as possible.
-
There was a book of common problems and how they're dealt with, but this
has lapsed somewhat; it may be useful to look at this though during my
visit.
-
They do have some external users, eg ex students, alumni members who pay
£50 a year for borrowing rights and use of CD-ROMs at off peak times
(eg evening and weekends).
Results
Observation sessions were completed at the three sites, as follows:
Test Session
24th September at the LSE - to try out categories and spreadsheet.
LSE
Desk 1 10th October 11-12 1 hour
Desk 1 29th October 1.30 -4 2.5 hours
Desk 2 4th November 2-4 2 hours
Desk 2 2nd December 4-5 1 hour - TOTAL 6.5 hours
LBS
14th October 9.30 - 1pm 3.5 hours
16th October 1.30 - 5pm 3.5 hours - TOTAL 7 hours
UH
Hertford 27 October - all day - 6.5 hours
St Albans 6 November 2-4 pm 2 hours - TOTAL 8.5 hours
The slight discrepancy in length of time of observations does
not alter the results as the LSE had the most enquiries over a short period
of time. Also desks at the LBS and UH deal with book issue and return,
so a little longer would be needed to get more 'information' type questions.
General results
Most enquiries fitted into the predetermined categories, although some
enquiries fell outside these.
Different institutions tended to have different types of enquiry, for
instance there was more emphasis on electronic material at the LBS, and
more about locating hard copy material at the LSE. Since UH has a culture
of 'self service' the enquiries there tended to be problems, or specific
requests, rather than asking for help finding material. Information desks
at UH and the LBS also provide book issue and return, (unlike the LSE).
Although loan details are not really of interest to this study - these
were counted, to give a representative sample of enquiries and also as
this data may be of interest to the partner sites themselves.
A full listing of enquiries is available as a separate document.
Analysis
The material was analysed in two ways:
Type of Enquiry
Enquiries were divided into broad categories as outlined earlier in
this document, eg use of library, locating material etc. All enquiries
were counted and with an average of the time taken for each type of question.
An analysis of all enquiries for each site is appended to this document.
Although this method provided some useful information about enquiries
received it seemed a little too general, so the questions that HeadLine
may be able to help with were collected and analysed separately as detailed
below.
Enquiries that HeadLine may be able to
assist with
The enquiries were analysed to see if any would be able to be answered
by the HeadLine system or service, for instance:
Help with navigating resources or
services
Many enquiries received are requesting help finding resources or deciding
which resources to use to find relevant material. This is usually confined
to electronic material, which is not 'catalogued' like books. Typical questions
are:
-
I want to use some electronic services and don't know which I can use and
what they provide
-
I want to find an electronic version of Hansards prior to 1996 but don't
know where to find it - I'm an alumni student
The answer to these queries are to explain what material is available and
where, and also to tell the user whether or not they are entitled to use
this material, depending on their status. The librarian will then advise
the user where resources can be accessed.
The HeadLine Resource Finder will be able to help users find resources;
offering a search facility (so that users can search for 'Hansards', or
'legal information') and a subject browsing option which will help users
identify resources to suit their needs.
The system should be able to indicate to users which resources they
are authorised to use (depending on how it is designed it will either only
offer the ones users can have access to, or show all results but 'grey
out' those that the user cannot get from their terminal. It should be able
to take their physical location into account in order to show them which
resources they can access from their desktop, and which could be obtained
by a visit to the library, or by some form of document delivery. In addition
to this the system could provide an introduction to each resource, explaining
how and where it can be accessed, and in some cases could log the user
on (as they would have been authenticated by logging into the HeadLine
system).
Locating and using resources
Again these questions usually relate to electronic services, users often
want to know where to access resources and how to log on, for instance:
-
Which computers can I use to look at the CD-ROMs?
-
Which computers have access to Amadeus?
-
Can you log me into FT Profile?
In some cases, the librarian has to authenticate the user, by checking
ID cards (at the LSE) and then logs into a service for them. As explained
above the HeadLine resource finder could provide an introduction to each
service, together with help FAQs and then either offer seamless access
to a service, or information about where a service can be found, for instance
that 'this resource is only available on computers A-E of the library'.
The 'shelfmark locator tool' could also be of use here, as it could
show a plan of the library showing the terminals offering access to that
resource. However one of the objectives of the project is to eliminate
much of the 'location dependency' of access to resources wherever possible,
where this is technically feasible and consistent with library policy.
The aim is to provide access to as many resources as possible from as many
terminals as possible, even from outside the institutions' networks. So,
by simplifying access to material HeadLine should be able to help users
find resources.
Locating shelfmarks
Many questions are received relating to physical locations of books
and journals within the library, or sometimes a question which begins,
'I'm looking for this book' which is answered by searching the catalogue,
will be followed by, 'and where can I find it?', for instance:
-
Where is the shelfmark H1?
-
Where is the Offprint collection?
-
Where are the newspapers?
As explained above, the shelfmark locator tool could point users in the
right direction, with a map highlighting key areas.
Locating facilities and services
Similarly many users come to information desks to ask where the toilets
are, or where they can find terminals with access to the Internet, or the
library catalogue. External users also wish to know which terminals they
can use for accessing resources (although they may not be able to use the
HeadLine service - unless there was a 'log-in' for external users, which
would show them where they could find material?).
-
Where are the photocopiers?
-
Where are computers with access to the Internet?
-
Where are the toilets?
The shelfmark locator tool could be extended to incorporate information
about services and facilities, such as the location of photocopiers, workstations,
and also workstations with particular services.
Journals
Users often need help finding appropriate journals, either they've got
a reading list with a journal article cited, or have done a bibliographic
search, and want to find holdings for these. Some users also want to do
a citation index search and don't know where to start, and many seem confused
between bibliographic and full text journal databases. With the large number
of journals available electronically, from disparate services, users find
it difficult to find the journal they need, and to determine whether it's
available electronically. Typical questions are:
-
Do you have this particular journal?
-
I am looking for electronic journals in media studies
-
I am looking for these journal articles
-
I want to find journal articles about a particular topic
The HeadLine Resource Finder could help answer these questions as users
would be able to search for a particular title, or subject area. Resources
in the database will be listed with all their contents, i.e. if Datastream
has access to 'Advertising Age' then a search for this journal would bring
Datastream as one of the 'hits'. The HRF would ideally contain date ranges
for all resources so that users would be able to limit searches by date,
and therefore find items that were relevant.
Use of Library
Several enquiries were received relating to individuals' use of the
library; questions relating to library accounts, opening hours, library
rules, borrowing periods were received. For instance:
-
Can I have a PIN?
-
Can I borrow books?
-
How many books can I borrow at once?
This is an area where HeadLine could potentially help users; being based
on MIS data the system would 'know' a user's status and rights and could
therefore provide information about how many books they were entitled to
borrow. HeadLine could possibly be used to provide library PINs (used to
access library accounts), as the user needs to authenticate him/herself
before logging on.
Grey Literature
Grey literature, such as annual reports, working papers and theses are
popular among users and often difficult to find as they don't always appear
on library catalogues. Typical enquiries are:
-
I want to find an LSE dissertation
-
Have you got an annual report for Argos?
-
I am looking for LBS working papers
HeadLine aims to assist access to these resources, and to incorporate them
into the HeadLine Resource Finder, to make searching for and locating these
resources easier. HeadLine could also offer links to Internet services
offering annual reports, such as CAROL, or Hemmington Scott, as well as
to company data, to give users an electronic option.
Reading lists and exam papers
Many students come to information desks with requests for help finding
and locating items from reading lists.
The incorporation of user details into the system may facilitate the
inclusion of relevant 'non traditional' items such as reading lists etc,
into the user profile. HeadLine may also be able to offer seamless access
to items available electronically from reading lists.
This observation session could not identify all the enquiries which
came from reading lists, because when students ask for help finding books
they don't always say where their reference has come from, but the fact
that some were received shows that reading lists are often a starting point
for choosing material.
Subject enquiries
Several enquiries were recorded which were more in-depth in nature,
for instance students wanting to find out about a particular industry or
topic:
-
I want to find out about the cement industry in the UK
-
I want market research on the ice-cream industry
-
I want to find a particular act of parliament
HeadLine could be of use here as the answer to these queries does not always
come from the library catalogue. Often users asking these questions will
need a piece of market research, or company information which is likely
to be found in an electronic resource. The HRF would be a starting point
for answering these subject enquiries, with keyword searching and subject
browsing.
Training
Requests for training only came at the LSE information desk, although
it may still be an area of relevance to users at all three sites.
HeadLine could help answer these by delivering information about appropriate
training sessions to users as part of their user profile; alternatively
if they accessed particular services through HeadLine the system could
automatically alert them to new training services on those.
Summary of Enquiries relevant to HeadLine
The figures denote the number of times this enquiry was received; the
number in brackets is the average length of time (in minutes) taken answering
this type of enquiry.
| Subject |
Details |
LSE
|
LBS
|
UH
|
| Navigating electronic services |
Requests for help finding electronic
material, Which is the best resource for my subject? |
7(5.1)
|
3(8.3)
|
-
|
| Locating and using electronic services |
Getting logged into products, I
want to use RBB, do you have a particular database, which computers have
AMADEUS, how do I use AMADEUS? |
9(2.8)
|
14(2.1)
|
2 (1)
|
| Locating Shelfmarks |
Where is H1? |
16(2.4)
|
2(2.3)
|
1 (2)
|
| Locating facilities and services |
Where are the photocopiers, toilets,
etc |
7(1.1)
|
5(1.4)
|
2 (1)
|
| Location - where are collections? |
Where can I find newspapers, pamphlets,
working papers? |
10(1.5)
|
8(1.1)
|
1(1)
|
| Journals |
How can I look for journal articles,
I want to find this journal, I want to do citation index search |
13(2.4)
|
3(3.7)
|
1(2)
|
| Use of library - i.e. user rights
etc |
Borrowing rights for different types
of user, borrowing reference books etc |
10(1.3)
|
5(2)
|
10(1.3)
|
| Use of library - PIN |
Getting a PIN |
4(1.5)
|
-
|
3(1)
|
| Grey lit - theses |
Searching for and borrowing these |
5(1.6)
|
1(10)
|
-
|
| Grey literature - exam papers |
Asking to borrow, also advised that
in some cases they are available electronically |
1(1)
|
-
|
1(2)
|
| Grey lit - annual reports |
Where are they and how can I find
particular ones? This could also be incorporated into e services as some
Ann. Reps are available from these services |
1(5)
|
2(2)
|
-
|
| Grey lit - working papers |
Something produced internally, or
a working paper |
-
|
3(2.7)
|
-
|
| Grey lit - reading lists |
Looking for items from reading lists |
4(2.3)
|
1(1)
|
1(2)
|
| Subject enquiries |
In-depth enquiries that may not
always be answered by the catalogue alone, eg 'I'm looking for a legal
case'. |
6(3.2)
|
8(4.1)
|
3(3)
|
| Training courses |
I want to get training on Unicorn,
or a particular product |
2(3)
|
-
|
-
|
Resources that are currently used
to answer these queries
Each site has different ways of answering enquiries
LSE: the information desk staff use handouts to help users with
enquiries. Maps of the library are distributed to help users find shelfmarks,
and guides are available on topics such as 'online and CD-ROM services',
and on many subject areas.
LBS: the London Business School library does not give many handouts
to users who come to the information desk, but information about the library
and available services is provided on the Website. This has lists of electronic
resources, with lists of who can use them etc.
UH: at the University of Hertfordshire the self help guides offer
help on just about everything that a library user may need to know. Users
are often directed to these for help with their library account, choosing
and accessing electronic resources and general library procedures.
Questions that are not applicable
to HeadLine
Some enquiries fall outside the scope of HeadLine and would not be usefully
addressed in the system design. These include book issue and return and
other catalogue enquiries which are managed by the library catalogue.
Headline Staff Consultation Event
16th February 99 2-4pm
This section describes the staff consultation
event, held at the LSE on the 16th February 1999 to supplement
the information desk enquiries research completed in January of the same
year.
Background
The 'information enquiries' exercise went some way to establish user
expectations, by analysing what they currently ask for at information desks.
However this research would not establish what users want but don't ask
for, or the requirements of those who don't come to information desks.
The information desk study was also based on team members' views of
which enquiries HeadLine could usefully answer so it would be useful to
test these views out on a more impartial audience, of library staff who
would have experience of information desk enquiries and also user needs.
It would be useful therefore to try to get more information on user
requirements and a way to complement this study would be to consult librarians
at partner sites. The purpose of this activity is to continue the research
done into information desk enquiries but to extend this a little to try
to establish what librarians think that users currently ask (to fill any
gaps, things that weren't asked when I was observing), and also to try
to get an idea for the kinds of things that users don't ask for but would
like (or the preferences of users who don’t come to the desk).
Methodology
Attendees were selected in consultation with HeadLine Team members
at partner sites, and in most cases they were approached by members at
their own institution, asking them to attend. A formal email invitation
was then sent to all nominees, describing the day and offering a small
reward for attending. Most of the people approached accepted the invitation;
only 2 people were unable to attend due to being on annual leave. Shortly
before the event a reminder was sent out, giving location details for the
event and a summary of the information enquiries document, to give participants
some background to the activity and an idea of the issues under discussion
at the event. This summary did not rank enquiries received (in order not
to bias attendees) but provided listings of all enquiries received and
details for 'relevant' enquiries.
Participants
Representatives from the three partner sites attended the event. 10
people attended in total, five from the LSE, 3 from the LBS and 2 from
UH.
Laura Johnson, Nerys Webster and John Paschoud planned and facilitated
the event (John Paschoud also led the section on access management).
The event centred around 5 main topics for discussion:
Commonly Received Enquiries
Attendees were divided into 3 groups of about 3 (based on partner sites)
and each group asked to consider a set of cards with the enquiries that
had been observed on them, and some blank cards. They were asked to add
any that weren't on the cards but which they experienced and to discard
those that they did not receive at their site. The enquiries listed on
the cards were taken from the information desk enquiries report and were
the ones that the report stated that HeadLine may be able to help with.
By being given the opportunity to discard or add cards, attendees were
confirming or otherwise the validity of the information desk observation.
Results and views were then discussed by the whole group and extra enquiries
listed on the flipchart.
Prioritised Enquiries
ie enquiries that it would be useful for HeadLine to address. Again
the cards were used for this exercise, and the same groups prioritised
the cards in order of what would be most useful for HeadLine to address.
The order was discussed by the whole group and the 3 priority lists recorded.
This exercise would test the results of the information desk enquiries
by showing which enquiries staff considered worth tackling, and give them
the chance of raising other issues that may need addressing by the HeadLine
service.
What do Users Really Want?
This comprised an open discussion - topics were prompted by a list
on a flip chart and attendees discussed these and suggested other areas
of user requirements. Topics listed were electronic or hard copy material,
using reading lists or conducting independent research, off campus access
to resources and the need for an electronic helpdesk. This activity would
identify user preferences, and patterns of study and research; results
from this discussion would be able to be fed into the design of the HeadLine
system. So that features of the system of overall design would be based
on user needs (as perceived by staff), rather than the HeadLine Team's
assumptions of what users need or what can be done. Participants were also
encouraged to input areas of user needs that weren't on the list of topics,
to avoid limiting the discussion. It is anticipated that this research
will be followed up later in Phase 2 by user consultation, (when there
is something for them to look at) on requirements and working habits.
HeadLine's Solutions
The proposed features of HeadLine which could answer some of these
enquiries were discussed, these fell into the areas of help navigating
resources, journals information, user data, and locating material. Again,
participants were asked to respond to these and make their own suggestions
for what HeadLine could do. These were recorded on a flip chart and discussed.
This exercise would provide some measure of the solutions proposed in the
information desk enquiries document, and again provide the chance of introducing
more desired features into the design of the system.
Access Management
John Paschoud led this session and circulated a short document introducing
this section and listing the 9 questions he wished to discuss. These questions
covered areas like 'who has access to your library? What materials and
services can they access? How is your access policy policed?' This activity
would consolidate the access policies and experiences of the three partner
sites, and raise problematic areas, which HeadLine could seek to simplify.
The event lasted around 2 hours and tea and cakes were provided in the
middle of the event. A full report of the event is available as a separate
document (SCE-offical.doc), but the results, and implications for the design
of the HeadLine system are summarised below.
Results - Implications for Information
Desk Enquiries work and what the system should do for users.
The SCE confirmed many of the findings of the Information Desk Enquiries
activity and also raised some new issues and priorities:
Items confirmed
Questions which were observed frequently during observation were also
cited by staff as being common to them too. None of the enquiries listed
were discarded by any of the participants (the only change was that one
group queried the wording of an enquiry about journals, they still receive
it but not in the terminology I'd given it).
Following the prioritisation of enquiries (from the most to the least
useful for HL to answer) the enquiries were scored and ranked as follows:
|
LSE staff
|
LBS staff
|
UH staff
|
Total
|
No. times observed
|
| Locating electronic services |
5
|
5
|
5
|
15
|
25
|
| Locating shelfmarks |
5
|
5
|
5
|
15
|
19
|
| Locating facilities |
5
|
5
|
5
|
15
|
13
|
| Subject enquiries |
4
|
4
|
4
|
12
|
17
|
| Grey lit - ann reps, working papers |
4
|
3
|
1
|
8
|
6
|
| Grey lit - reading lists |
4
|
3
|
1
|
8
|
6
|
| Navigating electronic services |
3
|
2
|
2
|
7
|
10
|
| Use of lib - what can I do? |
2
|
-
|
5
|
7
|
25
|
| Journals |
3
|
-
|
3
|
6
|
17
|
| Training |
1
|
2
|
2
|
5
|
2
|
| Other libraries |
2
|
|
|
2
|
5
|
| Missing items |
1
|
|
|
1
|
|
The figures in the last column show the total number of enquiries observed
in this category during the information desk observation. All the enquiries
that were identified as priorities by the focus group attendees were ones
which occurred frequently during desk observation. So the assumption made
in the information desk document that enquiries that are asked a lot are
worth trying to do something about was borne out by the Consultation Event
as these enquiries are also considered important by library staff.
The conclusions of the Information Desk Enquiries document were based
on analysis of results observed; ideas for possible HeadLine solutions
were based on things that were asked frequently, and which HeadLine could
feasibly and usefully answer. This exercise identified the same enquiries
as priorities for HeadLine to answer as the information desk document did,
making it a complimentary research study.
The HeadLine solutions that were considered useful are:
-
Map - for shelfmarks, services and facilities
-
Resource Finder tool - ie a top level services which would integrate all
the disparate and often confusing resources available. This should aim
to simplify access and use of these resources and provide value-added features
provided by partner sites (eg FAQs, expert help etc).
-
Journals - it would be particularly useful to help users find out where
journals can be accessed (this is being solved to a degree with journals
metalists) but it would be ideal if HeadLine could integrate journal holdings
information with other services that provide references to journal articles.
-
User information - the concept of the system 'knowing' what the user was
entitled to use (and only presenting the user with these resources) and
also knowing where he or she was, in order to tailor results to location
(but with the option of showing what they could use if they came into the
school/library). The idea of profiling also seemed beneficial.
-
External users - the idea of having a special login for external users,
providing access only to what they are entitled to use, but the login available
on any computer, was also popular.
Items Added
Some extra enquiries and suggestions were raised at the event which
did not appear in the Information desk document. The list above includes
some modifications to existing ideas for HL's features (made by the attendees),
but four more features were suggested, which weren't already detailed by
the information desk document. NB - it is not known at this point whether
these are features that HeadLine will be able (or want) to provide, but
these are listed, as suggested.
-
Improved reading lists - the idea of giving support for reading lists,
by helping explain abbreviations (online abbreviation look-up?). Also to
include journal articles on Unicorn reading lists, and some help locating
these, and to make journal articles better all-round, with the inclusion
of links to full text material.
-
Other libraries - access information and holdings. It was suggested that
HeadLine provide a link to other libraries, so that if users didn't find
what they wanted from their own institution they had the option of finding
it elsewhere. The union list of serials is often consulted to tell users
where they can find journals not held on site, and it was suggested that
it would be advantageous if HeadLine could search the union list of serials
simultaneously. It would also be good if HeadLine could provide
information about other libraries that the user was entitled to visit (as
part of his or her profile) and links to their catalogues.
-
Admissions information was also an area where staff received many enquiries
- so that it may be useful if HeadLine could provide some information about
use of the library (although this may be covered in the pages for external
users).
-
Link to a bookshop's database - Students are often interested in buying
items not available in the Library, so if Headline could link to an online
ordering facility this may be of use. (this was only felt to be useful
by a couple of LSE participants). There were some reservations expressed
about this, eg if they've paid to come on the course and then have to buy
textbooks. The library has a duty to provide core material, although it
can't provide one of each set text per student.
Items that aren't relevant
However some questions which are received frequently will not be appropriate
for HeadLine to answer - and some of the points raised during the consultation
event fall into this category. Some would require too much resources (which
the project has not got), for instance providing references to items on
the card catalogue and others are really outside the scope of HeadLine's
brief. Also some would only duplicate work done by other library departments
(for instance there are many enquiries asking for help understanding readings
lists but as these are created by individual tutors, besides encouraging
them to make them fuller there is little that a project could do. Also
some technical enquiries (for instance wanting more paper put in the printer,
or printer jams clearing) will never be able to be anticipated and solved
by a HeadLine system.
Other points to note
Some issues discussed at the event did not raise new features to include
in HeadLine but gave some insight into user requirements and provided some
important ideas to bear in mind when designing the system.
Users want:
-
One stop shopping and electronic full-text where possible - ie, to have
to plough through as few different services as possible, preferably to
get the full text of their article, electronically from the first source
they use.
-
Value added resources, ie FAQs to go with electronic services, access to
an electronic helpdesk, links to the LSE expert, and also the option of
personal help (so HeadLine should show where they can have access to face
to face help, either link to a webpage about the information desk at each
site, or an email service - in addition to providing guides to resources
and services - accessible wherever the resource is listed on the system).
-
To do their own research in many cases - although on the whole postgraduates
do most of their own research and undergraduates have tended to follow
reading lists as their main source of information, participants agreed
that even undergraduates are increasingly reading around their subject
(either if the set text isn't available or to get extra marks). Concern
was also expressed about the idea of spoon feeding users and limiting them
to set texts and course materials; HeadLine should aim to support independent
research as well as facilitating access to popular and recommended material.
-
Off-campus access - Users increasingly want to be able to work from home
and to access electronic resources there. This is particularly true of
LBS students, who all have their own computers, and who have some services
available from any geographical location via the Forum, this service is
very popular and there is great demand for providing access to other services
in this way.
Analysis of Access Management Section
All participants agreed that simplified access management would be
beneficial to partner sites. However some concern was expressed about protecting
online resources with only a password, so HeadLine would have to use secure
and reliable authentication.
The suggestion of making the system 'know' what the user could have
access to seemed worthwhile, as many participants agreed that the current
process of deciding who can access what is time consuming. Besides one
expression of concern most people saw a single point of authentication
as a good thing. These measures could assist enforcing access policy and
simplify access to library services which, everyone agreed, is currently
complex and problematic.
Appendix 1 - Test Session
First Draft of Input sheet for observations - with sample enquiries
collected at test session
| Details |
Time taken |
Category |
Source used |
Notes |
| Where is the reference collection? |
30 seconds |
Locating material (collection) |
Pointed |
- |
| Book title - do you have it? |
2 minutes |
Resources - collection |
Unicorn |
Phone call |
| Lost property - I left my file on
this desk 10 mins ago |
30 seconds |
General |
Referred to service counter |
- |
| I want to find a list of articles
in 3 journal titles |
2 minutes |
Electronic services - help |
Showed to the computer (BIDS) |
Not a student here, so had to use
visitors PC |
| Shelf mark - what does this shelf
mark say and where can I find the book |
1 minute |
Locating material - shelfmark |
Map |
- |
| Can you renew my books |
2 minutes |
use of library - renewals |
Unicorn |
Phone call |
| Problem with ft profile |
5 minutes |
Electronic services - help |
shown at the computer |
- |
| Where to obtain a floppy disc |
1 minute |
Services |
shown to photocopying room |
- |
| I want to use ft profile - had to
show library card and ID |
2 minutes |
Electronic services - logging on |
shown |
- |
| I want to use the Panorama of EU
industries CD-ROM |
2 minutes |
Electronic services - logging on |
Shown |
This CD-ROM is standalone and so
locked away |
| I want to use Sociofile CD-ROM |
2 minutes |
Electronic services - logging on |
Shown - also used CD and online
services leaflet to show the user where they can access this |
Sociofile is networked around the
school |
| I want to look at Congressional
section |
10 minutes |
Resources - special collection |
Given a pass for stack |
- |
| I want to photocopy material I'm
looking at |
1 minute |
Services |
Shown photocopying machines and
office |
- |
| CD-ROM isn't launching |
30 seconds |
Electronic services - help |
Put on a different computer |
- |
| Where is this shelfmark? |
2 minutes |
Locating material - shelfmark |
Card catalogue to check the mark
then map |
- |
Appendix 2 - Analysis of LSE enquiries
| Type of Enquiry |
Details |
Counter
|
Average time taken (mins)
|
Action |
| Use of library |
Other libraries |
3
|
2.3
|
Handout about other libraries |
| - |
Can I do this? (eg can I go in
the course collection, other 'rules' things) |
4
|
1.5
|
-
|
| - |
Opening hours |
2
|
1.5
|
Bookmark with opening hours on |
| - |
Locker request |
2
|
1.0
|
-
|
| Self service |
Getting a pin |
4
|
1.5
|
-
|
| - |
How to check account, reserve etc |
8
|
1.5
|
Usually given guide to self service
in unicorn |
| Locating |
Collection, 'where are pamphlets?' |
11
|
1.5
|
map |
| - |
I want a map |
2
|
1.0
|
map |
| - |
Shelfmark, 'where is H1?' |
10
|
1.9
|
map |
| Locating areas of library |
Where are toilets, working areas,
computers, etc |
6
|
1.2
|
Point out or give a map |
| - |
Exam papers |
1
|
1.0
|
-
|
| Catalogue enquiries |
Looking for an item from reading
list |
5
|
2.6
|
Unicorn |
|
Have you got? Looking for a book,
particular journal etc |
32
|
2.3
|
Unicorn |
| Subject enquiries |
More detailed (ie involving looking
at a CD-ROM or some extra research) - or how do I find journal articles
on a subject..? |
19
|
3.4
|
Usually logged onto CD-ROM or given
a sheet how to do it |
| - |
Special cat enquiries - eg what
if the item is at processing etc |
2
|
2.5
|
-
|
| - |
Also asking about fetching |
3
|
2.7
|
-
|
| Facilities |
Photocopying, how to buy cards etc,
buying course packs, printing, copying, getting change |
10
|
1.0
|
Usually directed to copy shop or
service counter |
| General |
Borrowing a pen etc (also lost
card, is there a fax machine etc) |
6
|
1.0
|
-
|
| Grey lit |
Theses list |
5
|
1.6
|
-
|
| Training |
Registering for courses |
2
|
3.0
|
Usually given a guide to courses
available |
| External users |
Can I come and user the library |
1
|
1.0
|
Usually by phone |
| Type of Enquiry |
Details |
Counter
|
Average time taken (mins)
|
Action |
| Electronic services |
Either getting logged into a service |
7
|
2.7
|
Online and CD-ROM handout |
| - |
or a query that results in needing
to use one |
3
|
4.0
|
Online and CD-ROM handout |
| - |
or query about one |
3
|
1.3
|
-
|
Appendix 3 - Analysis of LBS enquiries
| Type of enquiry |
Details |
Counter
|
Average time taken (mins)
|
Action |
| Use of library |
External users - eg wanting services
or to use machines etc |
3
|
2.0
|
Different rules for different types
of student |
|
-
|
Can I do this? - eg borrowing rights
for different types of user, borrowing reference books etc |
4
|
1.5
|
-
|
|
-
|
Application for a library card |
4
|
6.8
|
New library & card system so
some problems |
| Self service |
Getting a pin |
-
|
-
|
-
|
|
-
|
How to check account, reserve etc
- eg commercial member wanting to know status of membership |
3
|
3.0
|
Use Unicorn as well |
| Locating |
Collection, - eg where are the newspapers,
where are the working papers |
8
|
1.3
|
Pointed out and explained |
|
-
|
Shelfmark, 'where is H1?' |
3
|
2.3
|
-
|
| Locating areas of library |
Where are toilets, working areas,
computers, dataports, printers etc |
4
|
1.3
|
-
|
|
Annual reports query - want a particular
report or want to know where they are |
2
|
2.0
|
Do have an annual report database
but for staff only |
| Catalogue enquiries |
How can I look for journal articles |
2
|
2.5
|
Usually referred to some electronic
source |
|
Have you got? Looking for a book,
particular journal etc |
10
|
1.9
|
-
|
| Subject enquiries |
More detailed - I want to know about
the ice cream industry - I want a book about…, I want an OECD database,
I want market research on consumer behaviour |
13
|
5.1
|
Market research? Directory of associations,
electronic services |
|
-
|
LBS publications - eg list of MBA
projects (grey lit) |
3
|
5.7
|
-
|
| Facilities |
Photocopying, how to buy cards etc,
buying course packs, printing, copying, getting change |
5
|
2.4
|
-
|
| E services |
Problems with library cards |
3
|
3.3
|
-
|
|
-
|
Either getting logged into a service
(particular product) |
10
|
2.3
|
-
|
|
-
|
Or a general IT one |
3
|
1.3
|
-
|
| Loans/renewals |
Including short loan requests |
20
|
1.3
|
-
|
| Returns |
-
|
8
|
1.0
|
-
|
| Services |
Can I have a receipt etc |
3
|
1.7
|
-
|
Appendix 4 - Analysis of UH enquiries
| Type of enquiry |
Details |
Counter
|
Average time taken (mins)
|
Action |
| Use of library |
Other libraries eg Hatfield - eg
wanting to get a book from there to Hertford |
2
|
6.0
|
|
|
-
|
Can I do this? - eg borrowing rights
for different types of user, borrowing reference books etc |
7
|
1.3
|
|
|
-
|
Opening hours |
1
|
1.0
|
|
|
-
|
Application for a library card |
11
|
3.7
|
|
| Self service |
Getting a pin |
3
|
1.0
|
|
|
-
|
How to check account, reserve etc
- eg commercial member wanting to know status of membership |
3
|
1.3
|
|
|
-
|
Renewals - students have to use
renewals phoneline |
11
|
1.8
|
Referred to renewals phoneline at
Hatfield |
| Locating |
Shelfmark, 'where is H1?' |
1
|
2.0
|
|
| Locating areas of library |
Where are toilets, working areas,
computers, dataports, printers etc |
1
|
1.0
|
|
| Catalogue enquiries |
Have you got? Looking for a book,
particular journal etc |
10
|
3.1
|
|
| Subject enquiries |
More detailed - I am looking for
a particular legal case, looking for a book about how companies create
their own environments. |
5
|
2.0
|
|
| Grey literature- |
Exam papers (grey lit) |
1
|
2.0
|
|
| Facilities |
Photocopying, how to buy cards etc,
buying course packs, printing, copying, getting change |
4
|
3.8
|
All bought from the service counter |
| Services |
Disc paper, comb binder, print credits |
33
|
1.3
|
All bought from the service counter |
| Training |
Room booking (study rooms) |
7
|
1.1
|
Very popular at UH for group work |
| E services |
Either getting logged into a service
(particular product) |
2
|
1.0
|
|
|
-
|
Or a general IT one (email, printer
etc) |
8
|
2.3
|
|
| Loans/renewals |
Including short loan requests |
44
|
1.3
|
|
| Returns |
|
23
|
1.0
|
|
For paper copies of this document or any more information about the
project please email.
