Digital Reference Key Performance Indicators
UNISON Reference & Information Services Interest Group
PROJECT PLAN
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Project proposal: Digital Reference KPIs
PROJECT PLAN.................................................................................................................1 1. PLANNING AND SCOPING.............................................................................3 1.1 1.2 1.3 1.4 2. Project Description ..................................................................... 3 Project Drivers ............................................................................ 3 Outcomes and Benefits .............................................................. 3 Project life cycle .......................................................................... 5
KEY ELEMENTS .....................................................................................................5 2.1 2.1.1 2.1.2 2.1.3 2.2 2.3 2.3.1 2.4 2.5 2.6 2.7 2.8 Governance ................................................................................. 5 Steering Committee..................................................................... 5 Implementation Committee ....................................................... 5 Project Manager/Team............................................................... 5 Stakeholder/Client Management ............................................... 5 Risk Management ........................................................................ 5 Consequences and alternatives................................................... 6 Issues Management ..................................................................... 6 Resource Management................................................................ 6 Timeline ....................................................................................... 6 Status Reporting .......................................................................... 7 Closure of the Project...............................................................7
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Project proposal: Digital Reference KPIs
Performance Indicators for Information Services
A project proposal for the UNISON reference & Information Services Interest Group
1.
PLANNING AND SCOPING
The move from traditional reference services to information desks, electronic services and virtual chat has provided the opportunity to assess the wide range of tasks performed by reference librarians. From the CAUL perspective, there is no breakdown of reference statistics, including no categorization of digital reference, therefore no analysis or history can be used to determine the trends, use and importance of digital reference. While individual institutions capture their electronic reference statistics, there are no standardised statistics recording format, making it difficult to measure and benchmark, no standardised user satisfaction surveys and no measure of staff accuracy and training methods. Digital Reference is defined as: Digital reference is the delivery of „point of need‟ reference services using electronic information technologies. It may consist of synchronous or asynchronous electronic reference interactions, such as chat, co-browsing, voice over IP, SMS and email between users seeking information and reference librarians. Users ask questions electronically and are answered electronically by reference librarians, regardless of geographic location (American Library Association, 2004; Saskatchewan Virtual Reference Working Group, 2001) .
1.1
Project Description
The aim is to develop 3 Key Performance Indicators for Digital Reference Services. It will also build upon the report created by the CAVAL Reference Interest Group and the literature review on “Performance Indicators for Digital Research and Information Services” by the University of Newcastle (University of Newcastle Education Services, 2004) .
1.2
Project Drivers
• UNISON group has identified the need to ensure tasks performed are tasks required by Library Management and needed by Library Patrons • The previous work by CAVAL • Identified need for benchmarking of qualitative information
1.3
Outcomes and Benefits
• an agreed understanding of digital reference services • an agreed data set of what is to be measured
At the end of the project we will have:
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Project proposal: Digital Reference KPIs
• a client satisfaction survey • a set of categorical key performance indicators on: analytical skills of digital reference staff staffing the reference services matching resources to user needs
• Performance indicators were selected from the ASK model
ASK Model: Key Performance Indicators
ASK Performance Indicator ATTRIBUTES Analytical skills ASK Model Definition Ability to analyse the information needs of a range of users and provide solutions that meet the resource constraints of the situation Level, quality and consistency of staffing that is provided to meet the information demands of the teaching, research and learning objectives of the institution. Development of staff skills through training, teamwork and continuing education Proactively building collections and providing access to information resources that meet the needs of the user Performance Measure User satisfaction survey Rodski survey
SUPPORT Staffing the reference service
Training of staff for digital reference services
KNOWLEDGE Matching resources to user needs
Completion of weekly digital reference statistical survey
(CAVAL Reference Interest Group. Working Party on Performance Measures for Reference Services, 1998)
Benefits: • Indicators that provide benchmarking opportunities • Indicators that provide a service measure • Indicators that provide a method of monitoring technological change and service implication
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Project proposal: Digital Reference KPIs
1.4
Project life cycle
The project life cycle is 12 months.
2.
2.1
KEY ELEMENTS
Governance
Project sponsor: UNISON Champion: Felicity McGregor
2.1.1
Steering Committee
Kerryn Amery Linden Fairburn Pam Freeland Alison Rigby Sally Schofield Amanda Smithers
2.1.2
Implementation Committee
Reference & Information Services Interest Group (RISIG)
2.1.3
Project Manager/Team
Annette Dawes Susan Zhang
2.2
Stakeholder/Client Management
UNISON Reference & Information Services Interest Group (RISIG) Feedback and input will be communicated by group emails and by regular steering group meetings.
2.3
Risk Management
The project is to be completed in the given time frame. The Project Officer is to ensure that all participants are kept informed of timelines and that the final report is prepared in advance of need and circulated.
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Project proposal: Digital Reference KPIs
2.3.1
Consequences and alternatives
The Risk Management Plan ensures that due consideration has been given to elements and issues which could have an adverse impact on the achievement of the project objectives. For each objective, the following elements should be considered.
Identified Risk The goals of the project are not achievable Resources are scarce Risk Managemetn Strategies Process
Ensure project is clearly defined Ensure work flows are manageable & staff available Ensure project is clearly defined
Refer issues to Steering Committee
Prioritise work flows and make optimal use of staff
Project is too big
No deviation from original scope of project except by the decision of the Steering Committee
2.4
Issues Management
Issues management is related to risk management. Where concerns or issues arise throughout the life of the project, which may affect the outcomes, they should be raised initially with the Project Officer for analysis and / or referral to the Steering Committee. An Issues Register will be maintained, and reviewed regularly. Unresolved issues which could have an impact on outcomes will need to be identified and reported via the Risk Management Plan, with accompanying strategies for management.
2.5
Resource Management
Funds for the Project Officer are available and will be invoiced monthly to the UNISON account. Project performance will be assessed towards the end of the project, as a Project Performance Review.
2.6
Timeline
November, 2004 – November, 2005 November, 2004 – January, 2005 Working Group meetings to discuss project scope February 18, 2005 Project Plan Completed and distributed to Working Group Members March 21, 2005 – April 22, 2005 Testing of the Digital Reference Weekly Statistics Survey by the Working Group Testing of the Staffing and Staff Training Survey by the Working Group
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Project proposal: Digital Reference KPIs
April, 2005 Project report and update to UNISON meeting May 2, 2005 – June 24, 2005 Digital Reference Weekly Statistics Survey trialled by UNISON libraries Staffing and Staff Training Survey trialled by UNISON libraries July, 2005 – September, 2005 Data collection and compilation Compiled data submitted to Working Group Discussion of draft Key Performance Indicators Key Performance Indicators prepared by Working Group Report written and submitted to Working Group September, 2005 – November, 2005 Wrap up and closure of the Project and the Working Group Presentation of Key Performance Indicators to UNISON Final Report to UNISON
2.7
Status Reporting
It is anticipated that the project will take 12 months to complete. During that time monthly updates/status reports will be delivered. Status Reports should include Status of the Project Description Milestones (significant points in the project) achieved for the last reporting period Milestones expected for the next reporting period Budget or resources report Issues report General information and recommendations.
2.8
Closure of the Project
Closure will include: Handover of the project deliverables to client/ stakeholder groups. Review of the project outcomes against the objectives of the project. Formal closure by the Steering Committee. Report on completion of the project.
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Project proposal: Digital Reference KPIs
Reference List Alberta Library Online.Ask A Question Virtual Reference Service. Retrieved January 24, 2005, 2005, from http://www.talonline.ca/askaquestion/publiclibraries/libstaff/staffintro.html American Library Association. (2004). Definitions of a Reference Transaction. Retrieved January 24, 2005, 2005, from http://www.ala.org/ala/rusa/rusaprotools/referenceguide/definitionsreference.htm CAVAL Reference Interest Group. Working Party on Performance Measures for Reference Services (1998). Final report. Prepared by Rosemary Cotter, David Cunnington, Eva Fisch & Barbara Paton. Bundoora, Vic: CAVAL Limited Lipow, A. G. (2003). The virtual reference librarian's handbook. Berkley, California: Library Solutions Press. MARS Digital Reference Guidelines Ad Hoc Committee, R. a. U. S. A. (2004, January 10, 2005). Guidelines for Implementing and Maintaining Virtual Reference Services. Retrieved January 24, 2005, 2005, from http://www.ala.org/ala/rusa/rusaprotools/referenceguide/virtrefguidelines.htm McClure, R., Lankes, R. D., Gross, M., & Choltco-Devlin, B. (2002). Statistics, measures and quality standards for assessing digital reference library services : guidelines and procedures. New York: Information Institute of Syracuse, Syracuse University. Saskatchewan Virtual Reference Working Group. (2001). What is virtual reference? Retrieved January 24, 2005, 2005, from http://www.lib.sk.ca/staff/virtref/whatis.html University of Newcastle Education Services. (2004). Performance Indicators for Digital Research and Information Services:A Literature Review. Newcastle. Viles, A. (1999, October 13, 1999). The Virtual Reference Interview: Equivalencies: Discussion Group on Reference Work Report. Retrieved January 24, 2005, 2005, from http://www.ifla.org/VII/dg/dgrw/dp9906.htm Virtual Reference Desk. (2000). Facets of Quality for Digital Reference Services Version 4. Retrieved January 24, 2005, 2005, from http://www.vrd.org/facets-06-03.shtml
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