EBLIP9: 9TH INTERNATIONAL EVIDENCE BASED LIBRARY AND INFORMATION PRACTICE CONFERENCE
PROGRAM FOR WEDNESDAY, JUNE 21ST
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08:00-08:30 Session : Continental Breakfast

Grab a cup of coffee and a pastry before sessions begin.

Location: PISB Atrium
08:30-09:30 Session 17A: Concurrent Session
Location: Room 108
08:30
Designing service models through embedded evidence: area studies reference services in research libraries

ABSTRACT. Objective: Area studies reference services play an integral role within the community of academic libraries, by supporting referral infrastructures, training students and faculty, providing research consultations, and filling the gap between chat and email reference. These services have already undergone service realignments, changed their scope, and capabilities. Within the last ten years, significant growth in resources from around the world has rejuvenated area studies services. These developments in resources and technology are facilitating innovation in reference services.

As academic institutions unveil plans to internationalize college campuses, the ability to design services to reflect short-term and long-term goals of community building is essential to sustaining scholarly communities. The objective of this study is to utilize evidence in shaping future models for area studies units and services in research libraries.

Methods: This study examined area studies reference services at a four-year institution. Using reference transactional data from three academic years, this paper will focus on duration of the transaction, language, question type, patron type, subject and geographic areas, staffing, and expertise at these service points.

Results: By conducting transactional analysis on the dataset from area studies service points, this study made several observations, which will benefit service managers and library administrators in designing and allocating resources for research services. These include: a functioning referral system, staffing models at service points, data-input training, and subject expertise.

Conclusion: As specialized service environments continue to take on more complex research inquiries, which in turn demands expertise and training. Service coordinators are increasingly faced with the need to maintain existing services, while facing funding uncertainties. The evidence from this study will encourage library administrators to invest in specialized service points by embracing innovative staffing models and evidence generated at these service points.

09:00
A mixed methods approach to iterative service design of an in person reference service point

ABSTRACT. Objective: To implement an evidence-based service design framework for a public service point at the University of Toronto’s largest library.

Methods: After completing a literature review of service models in academic libraries, we analyzed service point user interaction data from a staffing and service provision perspective to determine how efficiently the current model was deploying staff expertise. We conducted focus groups with reference service providers to identify the strengths and weaknesses of the current service model. We extended previous user experience studies that identified needs, pain-points, and areas for improvement regarding our in-person library services.

Results: Based on our evaluation, we determined that our current location, configuration, and staffing model were not meeting user needs or making the best use of staff time. As a result, we moved our reference desk to a more central location, rebranded it, and integrated it with other library services in the building. Once the service launched, we made incremental changes in response to data we continuously collected.

We saw an increase in users served and time spent helping University of Toronto affiliated users. Intra and interdepartmental staff communication greatly improved resulting in better, holistic user services.

Conclusion: In order for reference services to be most effective, we must shift to a user-focused, evidence-based design model. This project reinforced that service points do not exist in a silo. Instead, they should be seen and designed as part of the library’s overall service ecology.

08:30-09:30 Session 17B: Concurrent Session
Location: Room 120
08:30
A Study of Foreign-Born Students and Super-Diversity: Embracing the evidence

ABSTRACT. Objective: to examine and create discussion around some key qualitative and quantitative findings regarding foreign-born students and library use at a large public liberal arts university in New York City using the framework of “super-diversity.” Super-diversity is a concept created by social anthropologist Steven Vertovec (http://www.mmg.mpg.de/research/all-projects/super-diversity/), and has not been written about in the field of library and information sciences. As a conceptual framework, super-diversity works well to explain the data gathered in this study.

Method: This data gathered from this study comes from a survey and small-group interviews conducted in 2014 as part of a pilot study to create a large dataset focused exclusively on foreign-born students and their library use patterns. The survey data (N=92) looks at language use, academic and public library use, format preferences, and cultural perceptions of an American style of research.

Results:

● An analysis of public and academic library use by foreign-born students indicates that the library has great value as a physical place to do academic work 

● Information code-switching: super-diverse multilingual respondents switch languages for different kinds of information activities and format preferences. This evidence is triangulated in the qualitative and the quantitative data. 

● Over half the respondents think there is a culturally specific way of doing research in the United States differs from that of their home country. These suggestive results are cross-tabulated by gender, age, immigration status, and race and ethnicity.

Conclusion: The data gathered in this study is very useful in assembling and exploring patterns of usage and cultural and linguistic perceptions and preferences about the academic library. This is especially important if a library is looking to innovate or improve services around the ACRL 2012 Diversity Standards (http://www.ala.org/acrl/standards/diversity).

09:00
Understanding Strategically Important Populations: Assessing the Information Practices, Needs, and Perceptions of International Graduate Students

ABSTRACT. Objective: International student enrollment in the United States has grown considerably in the last decade. International graduate students now represent a significant portion of graduate students in the United States and graduate students represent a significant portion of the total number of international students. Colleges and universities increasingly rely on international students for tuition and fee revenue, which is often significantly higher than the tuition and fees paid by domestic students. International enrollment is not evenly distributed across institutions or geographic areas and indeed international enrollment is quite prominent at in some institutions. Only four universities – one of which is the University of Illinois at Urbana-Champaign – have more than 10,000 international students and as such, international students represent a strategically important population at the University of Illinois Library at Urbana-Champaign.

Methods: To gain insights into the information practices, needs, and perceptions of the international graduate students at Illinois, the University Library partnered with Ithaka S+R to develop an international module for the Ithaka S+R Graduate/Professional Student Survey to gather additional data from the international students.

Results: Some of the findings from the survey confirm results previously reported in the literature, while other findings raise questions about commonly-held beliefs about language difficulties and prior library experience shaping library use and research practices. In addition, this is the first known library user study to investigate the impact of whether students completed their undergraduate degrees in the United States or in another country on their information behavior and perceptions.

Conclusion: This session will share findings from the survey and how those findings can inform the Library’s service strategy for a strategically important population. Session attendees have the opportunity to reflect on their own institutions’ strategically important populations and their libraries’ efforts to meet their needs.

08:30-09:30 Session 17C: Concurrent Session
Location: Room 106
08:30
Let us count the ways: how evidence-based decision making is being embedded in a public library

ABSTRACT. Objective: This paper presents a case study of evidence-based practice in a Canadian public library. Edmonton Public Library (EPL) is located in Edmonton, Alberta, Canada. Over the past 8 years EPL has championed evidence-based practice through the establishment of a Planning, Research and Assessment department and leadership at the executive level.

How does EPL practice evidence-based decision making? At EPL, EBLIP begins with understanding the goals of the library and the need for accountability as a publicly funded institution. We ask the question what is the evidence of our success? How do we demonstrate that we are doing is what we said we would do? How do we ensure that our decisions are driving our success?

Methods: Evidence-based decision making is treated as a multi-faceted undertaking at EPL, incorporating experience of other libraries both published and unpublished, internal data collection through usage (visits, circulation, program attendance) surveys, interviews/focus groups, and observational data most commonly.

Results: Evidence-based decision making is becoming well established within EPL. A culture of evidence-based decision making has spread relatively rapidly, but has also exposed areas where more work is needed. EPL is excellent at understanding the need for evidence-based decisions, is good at collecting data/looking for existing evidence in order to make decisions, but has challenges in staff capacity for interpreting data, and recognizing how much evidence is needed for a decision.

Conclusion: EPL has been quite successful in embedding evidence-based library and information practice within its culture, but we need to ensure that staff have the skill set needed to connect the data to the decision. At EPL, we also now perceive a need to evaluate how much time should be spent gathering evidence for various decisions. We are beginning to ask the question – what is the impact of the decision.

09:00
We Are The Evidence: Critical Reflection as Personal Evidence.

ABSTRACT. Objective: Librarians are the personification of librarianship. As such, evidence of effective library practice is embodied in librarians, in the lives they lead, and in the actions they take.This paper will explore how critical reflection informs meaningful and purposeful library practice through creating new forms of personal evidence.This personal evidence can then be incorporated into evidence-based decisions about individual library practice.

Methods: This paper will report on two North American studies that the researcher has helped facilitate. The first used a critical reflective methodology called currere with a cohort of practicing academic librarians to examine their personal connections to librarianship. The second study focused on gathering autoethnographies from a group of North American academic librarians. The paper will compare how participant reflection experiences inform their library practice and align to the evidence cycle of Assess, Ask, Acquire Appraise, and Apply.

Results: Participant experiences in these studies indicate that generating and critically examining forms of personal evidence can have profound effects on library practice and attitudes towards librarianship.

Conclusion: Reflection creates forms of personal evidence that can be incorporated into evidence-based decision making as to how each librarian chooses to embody librarianship.

09:30-10:00 Session : Break
Location: PISB Atrium
10:00-11:00 Session 18A: Concurrent Session
Location: Room 108
10:00
Research Ethics That Support Innovation: A Multi-Method Study Of Academic Librarians’ Researching Human Subjects Using Social Network Sites

ABSTRACT. Objective: Informed consent is considered a research ethics ‘best practice’ in most instances under the US Department of Health and Human Services Policy for the Protection of Human Research Subjects. The application of decades old research standards for human subject studies in an age of vast electronic systems collecting big data on system users has been widely debated in mainstream media, academic journals and social media. However, the use of readily available digital data about student user behavior is undeniably attractive as increasing scrutiny of academic library value, return on investment and impact on student learning outcomes drives research initiatives. The drive for increased assessment activity is the result of a push for evidence-based decision-making, increased higher education accountability, cohesive institutional and national criteria; and, demonstrations of library impact on student success and achievement (ACRL, 2016). Despite the increasing demand for scholarly research in libraries, academic librarians may lack the research training and support to effectively meet these requirements.

Methods: This study examines both the library workplace and professional education landscapes relative to 1) librarian research education and training, organizational support and professional development; and 2) institutional infrastructure for research review. This multi-method approach includes a survey of academic librarians; and, an examination of IRB standards and digital data collection research practices in ARL libraries.

Results: As a work in progress, this study’s preliminary findings suggest librarian research competency and institutional support that lag behind today’s increasingly complex digital data landscape. This study will interest librarians, researchers and scholars interested in or required to produce scholarship; and, library administrators interested in research compliance and sound research method practices

Conclusion: This study contributes to the literature documenting academic library scholarly research and assessment development, and introduces ethical considerations of digital human subject data into the library scholarship and graduate library education.

10:30
Evidence of Impact: Embracing Data in Strategic Directions

ABSTRACT. Objective: In 2016, the University of Chicago Library developed a set of strategic directions that would guide its work for the next three years. Having identified these directions, the Library then needed to articulate benchmarks and communicate these plans to its stakeholders. In order to identify best practices or exemplary models for this type of communication, the Library’s Assessment Planning Team performed an environmental scan of over 70 peer institutions to explore how an academic institution can and should communicate impact to stakeholders.

Methods: Peer institutions were identified using ARL ranking, consortial memberships, and attendance at assessment conferences. Team members performed content analyses on the websites of these institutions in order to identify trends in data communication practices as reflected in public-facing strategic plans, annual reports, or assessment summaries.

Results: Team members were surprised that the presence of a robust library assessment program did not guarantee that library data would be available for external audiences. Only 8% of libraries reviewed made benchmarking or assessment data available on their websites in annual reports or strategic planning documents. The majority of institutions either made no data available, or the available data was not integrated into the library’s strategic planning documents or annual reports.

Conclusion: While libraries actively collect data about the use of collections and services, the actions and behaviors of patrons and staff in physical and virtual spaces, and expenditures from operations to materials, many do not share these data with their stakeholders. It is crucial that libraries find ways to use these data to communicate our value, impact, and success. Through the investigatory project, we have identified a few ways that academic libraries successfully use data to advocate for the library.

10:00-11:00 Session 18B: Concurrent Session
Location: Room 106
10:00
Exploring a triage reference model for a chat service in an academic library

ABSTRACT. Chat is an important online reference service in Drexel University Libraries with no reference desk and low email requests. The purpose of this study is to analyze chat data in order to explore a triage reference model in terms of service accessibility and flexibility, on its usage decrease after modifying the service access points and staff operation. It aims to assess the model and to suggest improvement for the chat service management.

This case study examined chat data from January 2014 to December 2015. For the service accessibility, chat metadata were used to find access time of day, waiting time, and referral. For flexibility in responding to users, chat transcripts were analyzed to identify READ (Reference Effort Assessment Data) scale, operators, and transfer from one staff member to another.

The chat service usage has decreased with implementing a triage reference model as of June 2014. Referral data showed access points on ‘About’ web pages, which were removed, had about 20% of chat requests, and the usage of new access points have increased. The READ scale and operator data showed liaison librarians served higher scaled questions. Transfer analysis revealed 19% of chat requests transferred. Of that, 53% of chats shifted from library assistants to liaison librarians, and the higher READ scaled questions were transferred to liaison librarians.

Quantitative and qualitative analysis of chat data found areas for service improvement in a triage reference model. This study has identified some access points in library websites are needed to expose the service to users efficiently. The results have shown that service operators have been flexible by transfer which connecting users to appropriate staff members. This supports the idea of a triage reference model. This study will be of value to reference managers, operators, and administrators as they consider ways to quantify chat data.

10:30
Individualized Research Consultations in Academic Libraries: Useful or Useless? Let the Evidence Speak for Itself.

ABSTRACT. Objectives: Academic librarians consistently offer individualized help to students and researchers. However, few studies have empirically examined the impact of individualized research consultations (IRCs). For many librarians, IRCs are an integral part of their teaching repertoire. However, without any evidence of its effectiveness or value, one might ask if it’s worth investing so much time and effort? Our study embraces the evidence by exploring how IRCs have an impact on students' search techniques and self-perceived confidence levels.

Methods: Our population included students in the Faculties of Health Sciences and Medicine at the University of Ottawa, completing an undergraduate or graduate degree, and undertaking a research or thesis project. We used a mixed methods approach, with pre- and post-testing, as well as interviews, being utilized. Participants were invited to complete two questionnaires, before and after meeting with a librarian. The questionnaires consisted of open-ended and multiple choices questions, which assessed students' search techniques, their self-perceived search techniques proficiency, and their confidence level. A rubric will be used to score students' open-ended questions, and self-reflective questions will be coded and analysed for content.

Results: It was decided that 30 completed pre- and post-tests would allow us enough for statistical significance, however, data collection took longer than anticipated. As such, data analysis is not yet completed. We hypothesize that students’ searching techniques would improve once they had met with a librarian, and their confidence levels would also increase, though the range of these levels may vary on many factors.

Conclusion: Our hope for this study is to provide empirical evidence that individualized research consultations are an added value to the services provided by librarians. Future research may explore specific techniques to improve search strategies across various disciplines, tips to improve confidence levels, and exploring the viewpoint of librarians.

10:00-11:00 Session 18C: Concurrent Session
Location: Room 120
10:00
Exploring Student Use of the Information Commons through Mixed Methods

ABSTRACT. Objective: Six years ago, a medium-sized academic library built the “perfect” Information Commons space designed to support the millennial student. Modern day usage suggests students are utilizing the Commons in unexpected ways and deviating from traditional “millennial” behavior. Which areas are really used and not used, what furniture configurations are preferred, and what mix of technology, resources, and activities are students engaged with inside of the space?

Methods: 2,443 “direct observations” were made on students who were physically present in the Information Commons during a designated two-week period at selected hours. To better facilitate the observations, the Commons was mapped and divided into five “observation zones.” Each person’s activity and use of library resources and technology was recorded through a Qualtrics form using iPads within each zone. The observations were supplemented with 248 patron surveys and 46 whiteboard poll questions. Data from the three methods was analyzed and synthesized. Results were visualized using Tableau, with filters for zone and variable.

Results: Independent study dominated the space usage. Students valued spaciousness, quiet, privacy, and a clean environment. Students frequently multi-task with additional devices as they simultaneously use the library computers, including cell phones, headphones, and laptops. Also, unattended belongings were frequently observed along with broken electrical outlets. Since the Commons was designed as a social learning space for collaboration, the findings have significant implications for redesign.

Conclusion: This methodology explored usage of a designated space of the library. Evidence from the study paved the way for improvements to the Commons, including study tables to replace underused reference books, a disinfecting wipes dispenser, and a map of all electrical outlet locations to be tested regularly. New furniture to promote noise control is being investigated, including high back arm chairs, sofas with high acoustic side panels, office booths, and privacy booths.

10:30
Planning a Collaboration Commons: a mixed-methods approach to inform design

ABSTRACT. Objective: In preparation for a planned expansion, and renovation transitioning a traditional news and microforms library at Penn State University into a collaboration commons estimated to cost approximately $20,000,000, researchers were charged with investigating the physical workspace needs of students and to assess the need for soft seating to inform final design recommendations.

Methods: The multiple methodologies utilized included student focus groups informed by local results of the Ithaka Survey of Undergraduates, interviews with library personnel and students, an observational study of soft seating usage within existing Knowledge Commons, flip chart prompts, and results of recent space studies.

Results: The majority of Penn State students come to the Libraries to be productive, often working on multiple assignments in one sitting. They desire a variety of spaces and select workspaces based on a number of factors including variety of work, convenience, food availability, and workspaces equipped to meet their needs. Personal work surfaces were described as “spread out,” having multiple devices, snacks, and their cell phone out. Observation data showed an average of 2.28 devices out per observee (n=480). Soft seating was noted as comfortable with aesthetic appeal but little productive value. Observation data showed soft seating used for productive activities at a rate of 2 to 1 over non-productive activities and utilized by individuals over groups at a rate of 15 to 1.

Conclusion: Findings were determined using a process of corroboration across employed methodologies and integrated into final design recommendations. Students come to the Libraries to be productive, but report a general lack of seating to meet productivity needs. Participants want large tables as work surfaces. Facility enhancements for the collaboration commons should include well-designed and equipped spaces for productivity over comfort and the design and furnishings should communicate the types of intended activities and expected behaviors.

11:00-11:30 Session : Break

Grab your lunch in the Atrium, and then join us in Room 120 for the closing keynote address and other closing ceremonies.

Location: PISB Atrium
11:30-12:30 Session 19: Closing Keynote Address & Lunch

Enjoy your box lunch while listening to Closing Keynote Speaker Pam Ryan's session, EBLIP and Everyday Practice for Librarians and our Libraries. Pam has been the Director for Service Development & Innovation at Toronto Public Library (TPL) since May 2016

Location: Room 120