We’re Listening : Library Assessment, Creative Outreach, and Infographics

1. We’re Listening: Library Assessment,Creative Outreach, and Infographics Eugene J. Harvey, MLS, MSW Assessment Librarian Katie Bertel, MLS Reference Librarian SUNY Buffalo State Presented at the 2013 SUNYLA Conference June 14, 2013

2. Today's Agenda • Brief Overview of Buffalo State • The LibQUAL+(R) Survey • Dimensions/Subscales • Visualizing what LibQUAL+(R) “measures…” • Survey Marketing & Outreach Plan • Traditional Visuals from an Assessment Project • The Power of Infographics • Defined • Examples • Design Principles • Web Applications • Conclusion & Questions

3. WELCOME to Buffalo!!  • SUNY Buffalo Statehttp://buffalostate.edu/ • E. H. Butler Library http://library.buffalostate.edu/

4. Buffalo State • Carnegie Master’s-L level institution • Largest 4-year urban institution in the SUNY system • Enrollment – over 11,000 students • Over 9,800 undergraduate and 1,800 graduate • Five schools: School of Arts and Humanities, School of Education, School of Natural and Social Sciences, School of the Professions, and the Graduate School • Top 5 Majors: Business, Elementary Education & Reading, Technology, Criminal Justice and History • 162 undergraduate programs with 11 honors options • 60 graduate programs, including 17 post-baccalaureate teacher certification programs

5. E. H. Butler Library • Medium-sized academic library • Sole library for the campus • 675,000 print books, over 200,000 e-books, and access to over 57,000 unique electronic and print journals • Open 98 hours each week during regular semesters • Two extended-hours facilities, StudyQuad and QuietQuad, which are open and staffed 24/7 during regular semesters • Individual and group study spaces • Teaching space • Café and numerous lounge areas • http://www.flickr.com/photos/ehbutler/sets/72157629236148607/

6. A Decade of Assessment & Evaluation • Statistics, statistics, and more statistics… • National Center for Education Statistics (NCES) Academic Libraries Survey • Used for benchmarking to peer groups and the SUNY cohort • Staffing, expenditures, collections, ILL, circulation, instruction, gate count, hours of operation • ACRL Statistics • RefAnalytics (LibGuides) – reference stats. • Electronic Usage stats. • Information Commons model of library service • Focus Groups re: library webpage • Transformation of the library’s primary teaching space (check out Room 314!!!) • A decade of LibQUAL+®

7. What is the LibQUAL+(R) Survey? • http://libqual.org/ • A total market surveydesigned to measure dimensions of perceived library quality • Total Market Survey – “(inter)national” survey that permits comparisons across institutions (i.e. norms) • Its dimensions and elements are common across most academic libraries

8. A total market surveydesigned to measure dimensionsofperceived library quality Assurance knowledge & courtesy; conveyance of confidence and trust Empathy caring, compassionate, individualized attention Responsiveness ability & willingness to provide efficient service Affect of Service Perceived Library Quality (Satisfaction) Information Control Library as Place Community Socialization A “gathering” place Creative & Scholarly Inquiry Space Comprehensiveness of Collections depth, breadth, age Barrier-Free Access Availability of info. at the time of need Formats Print, digital, video, audio, etc. Utilitarian Space “physical” space available for use

9. Developing a Marketing Plan • Search for “LibQUAL+ procedures manual” • Great source of suggestions and reminders!! (not just for LibQUAL+®) • “The Team” • Do not forget the IRB • Develop a Theme • Communicate with your Users • Hyperlink to webpage • Access for all (print copies; Office of Disability Serivces) • Finalize e-mail samples: students, faculty/departments, campus staff, library staff • Send invitation with link • Library director should contact campus administrators and department chairs • Send 3 to 5 reminders!! • Consider future dissemination methods • Tie theme to reports, charts, graphs

10. “We’re Listening…” • Tie it to the theme • Outreach Examples • Incentives • Earbuds • Small gifts/prizes for winners (beware of gift cards!!) • Purchased from campus bookstore: water bottles, designer wallets, travel coffee mugs, “campus themed” • Distance learners might win!  need to mail prizes • Highlight on webpage • Go where THEY are… Don’t hide in the library.

11. 2003: In the Beginning… • Results: compared against the instrument’s national norms, Butler Library fell short of average in all 3 service areas (i.e. Affect of Service, Information Control, and Library as Place) by up to 10 percentile points • As compared to the 50th percentile (average) • Using these results as a guiding framework for service restructuring and departmental reorganization, Butler Library implemented a long-term plan to develop the Information Commons in an attempt to improve patrons’ perceptions of library service. *as compared to 2003 norms

12. Post-Implementation Evaluation:Subsequent LibQUAL+® Data Points • In 2006 and 2009, Butler Library administered second and third collection points of LibQUAL+® data as a means of assessing the impact of the Information Commons model on users’ perceptions of library service quality. These sets of results were compared to 2003 data. Information Commons

13. (Self-)Benchmarking

14. Top Five LibQUAL+(R) Items for Undergraduate & Graduate Students

15. The Information Commons Today… • Reflections Ten Years Later: New initiatives & the “Library as Place”  physical, virtual, cultural • new programming • new exhibits (e.g. a faculty publications showcase; campus and community art exhibits) • workshops • the implementation of a Digital Commons for scholarly works and publications • the creation of a Rooftop Poetry Club (which has received extensive local and national recognition) • the library’s Green Initiative • a software virtualization project • the library blog and newsletter.

16. The Information Commons Today… • …New partners • The Information Commons now partners with Student Affairs, Graduate Studies, Orientation, Instructional Resources, College Relations, Events Management, University College, the Registrar and Computing and Technology Services to provide ancillary services to the campus. • …Benefits for Students Today every student has access to all the following services in Butler Library: • ID cards • Bus Passes • Meal/Dining/Vending plans and funds • Computing & software assistance and instruction • Class registration assistance • Advisement • Research paper writing assistance (Writing Help Center) • Equipment loan • Specialized software assistance • Google Docs assistance and instruction • Library instruction • And lunch!! 

17. Presenting Data & Survey Results • Consider your dissemination target groups • Example of a LibQUAL+® report (PDF) • Who can read this?? • Simplify the dissemination efforts of the survey results through data visualization

18. What are Infographics? • “An infographic is defined as a visualization of data or ideas that tries to convey complex information to an audience in a manner that can be quickly consumed and easily understood” (Miciklas, 2012) • Synonyms: • Explanation graphics, data visualization, information design, information architecture • What can be visualized? • From the conceptual to the concrete - facts, data, ideas, subjects, issues, statistics, questions

20. Types of Infographics • Statistics • Process • Ideas • Chronology • Geography • Anatomy • Hierarchy • Relationships • Personality

21. Why Use Them? • We are “wired” for visual communication • Infographicscombine the language of the eye, with the language of the mind and we start speaking two languages simultaneously, each enhancing the other (McCandless, 2010) • Easier to digest and understand than traditional text, numbers, tables, reports, graphs, etc. • Facilitates seeing data patterns that could otherwise be scattered or obscure • “Shareability” factor

22. Examples • http://www.travelinsurance.org/oil-spills/ • http://www.pamorama.net/wp-content/uploads/2013/04/guide-to-color-emotions.gif • http://bjucampusstore.files.wordpress.com/2011/08/new-textbook-dollar.jpg

23. Library Infographics • http://ebookfriendly.com/wp-content/uploads/2012/12/Ebooks-and-print-books-can-coexist-infographic-by-Teaching-Degree.jpg • http://www.behance.net/gallery/Library-Infographic/5307359 • http://www.flickr.com/photos/thewikiman/6123031527/lightbox/ • http://librariandesignshare.files.wordpress.com/2013/03/new-libqual-poster-2.jpg

24. Infographics at E. H. Butler Library • https://magic.piktochart.com/output/3256a1df-e3a2-4c1b-957d-437a96bccbb9

25. Design Principles • Keep it simple • Weave a “golden thread” from beginning of project to the end • Minimize text , maximize visuals • Ensure accuracy between data and the visual • Make it attractive and experiment with creativity • Share the experience – get input and feedback

26. Infographic Web Applications • http://infogr.am • http://visual.ly • http://create.visual.ly • http://easel.ly • http://piktochart.com

27. Thank you! Questions? Please contact us!! Eugene J. Harvey SUNY Buffalo State Assessment Librarian harveyej@buffalostate.edu Katie Bertel SUNY Buffalo State Reference Librarian bertelks@buffalostate.edu

28. References • McCandless, D. (2010). The beauty of data visualization [Web]. Retrieved from http://www.ted.com/talks/david_mccandless_the_beauty_of_data_visualization.html • Smiciklas, M. (2012). The power of infographics: Using pictures to communicate and connect with your audiences . Indianapolis, IN: Pearson Education, Inc.