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Time and Day Analysis

Oct 7, 2010 |

One of the big questions we are often asked about at Ask a Librarian is – when are people using the service…  Is it similar to in-person usage?  Is there a run at 11pm?

The following graphs look at total usage in September by time of day by day of week.  The first chart is all chats (local desks, academic queue and the collaborative queue).  The second graph is the main collaborative queue and the third chart is the academic queue (note- this queue is only open 10am-pm M-F ET).

September Statistics

Oct 3, 2010 |

Wow!! Students are back and ready to learn.    Ask a Librarian helped a whooping 7,789 students via live chat and email last month.

We experienced a 51% increase in live chat sessions from last September helping 6,066 users with their research needs.  In addition, we assisted 1,723 users via email (a 5% increase over Sept 09).

From October 1, 2009 to September 30, 2010 (the AAL grant year),  Ask a Librarian assisted users in over 70,000 sessions via chat and email!!!!

Here is some detailed reports:

Sept Summary Report
Chat by Entry Point
Email by Entry Point
Usage By County (User Reported ZipCode)

Later this week, I will be posting hour/day analysis.

Additional August Statistics

Sep 8, 2010 | ,

Better late than never! Here are the additional statistics promised last week.

The  August Statistic Summary.

Additionally, I am including some analysis based upon user form data:

–  On our entry form, we ask users for their zipcode.  This is an optional field but one that is important to us.   We take this information and create a report on usage by county in Florida.   This report can be found here: Usage by County –  Additionally, we ask users to tell us a little bit about themselves.  Again, its an optional field and not everyone fills it out – but it gives us an idea on who is using the service.   So far this year: 18% Adults, not enrolled in school 52% College students 10% K12 (though – I think this is a bit skewed) 20% Other As always, please let me know if you would like additional statistics for your library!

August Statistics

Sep 2, 2010 |

Wow! You can definitely tell August is back to school month.   While the first half of August was fairly quiet (1,601 chats from August 1-15), we definitely saw users return with the school bell.   The second half of the month Ask a Librarian had 2,134 live chat sessions.

Overall, Ask a Librarian assisted 4,079 via live chat and 1,275 via email.

In order to get statistics out for your monthly reports, I am posting a quick post today and will have a detailed post next week.

Usage by Time and Day Charts

User Survey Now Live — and some User feedback

Aug 13, 2010 |

The AAL User Satisfaction survey is now live for customers.  Please push this to users at the end of a session.    The software will also attempt to push the survey- but it only appears to those without pop-up blockers.

To push the survey – use the script in the response library followed by the URL in the response library.

The survey asks:

1-Was this your first time using Ask a Librarian?
2-Did you connect with a Librarian today?
3-Was your question answered today?
4-Did the librarian show you any Web-based library resources today (library catalog, databases, etc.)?
5-Do you think you would be able to use those same resources on your own, later on?
6-Do you think you will be more comfortable doing online research in the future?
7-Would you use the Ask a Librarian service again?
8-How did you hear about Ask a Librarian?
9-We welcome your comments or suggestions. Please let us know how we are doing, and how we can improve!

We have offered this survey three this year already.  Here is what users have said about AAL.

  1. 73% are using the service for the first time (27% are returning!)
  2. 98.2% connected with a librarian
  3. 77.75% had their question completed answered and 90.83% had their answer either completely or partially answered (some were expecting follow-up)
  4. 70% were shown web-based resources.  Of those who were shown resources:
    1. 95% felt they would probably or definitely be about to use those same resources on their own later.
    2. 93% felt more comfortable doing online research in the future
  5. 94% felt based on their experience today, they would use AAL again
  6. How do people hear about AAL?
    1. 27% Librarian
    2. 21% Internet Search
    3. 18% instructor
    4. 7% website
    5. 3% from a friend
    6. 4% other
  7. Comments/Suggestions?
    1. 79% added an extra compliment at the end of the survey…is there anything better than hearing
      1. “i think you are doing great and need no improvments”,
      2. “All I can say is WOW! and Thank You!”
      3. “You guys are amazing!! You save me so much time, and help be get good credible information. I have a 4.0 because of you!”
      4. Also several users requested we give out raises – they had such a great experience!
    2. Those that had a complaint, they mainly commented on not getting the answer they wanted, not liking their libraries policy, or other.
    3. Specifically, the users sent compliments to the following librarians: Jay M (UF), Kay R(intern), Shane, Kira S, Iraida, Renee, Phil H, Jaime G, Richard from Martin County, Theresa R, Mary B, Rodica, Rhonda, Catherine, Alyse E, Ann L (UF), Beth R (FSU), Debora S, Jeanette, Deborah, Larry C, Renee, Marlini (from Niceville), Tina Peak, Kelli B (Tampa), Ken V, Karen D (Harold Goldstein), Sarah, Catherine, Hodges Librarian, Missy (UF), Lisa, Theresa R (JPL), Lori H, Judy K (St. Lucie).

Great Job everyone!