Matthew Reidsma

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Knowledge Base Update: Interaction Data

This summer, our UX Intern, Kathy, has been working on getting the GVSU Knowledge Base off the ground. For the first stage of her project, she analyzed our library’s interaction data for the past year, looking for patterns of common questions or problems so we could provide better help and support. I asked her to write up a summary of her findings along with the categorized data to share, since this kind of information is most useful when everyone has access to it. Let us know if you have any questions!


GVSU Libraries Interaction Data Analysis

by Kathy Kosinski

Data Scope

This data set includes the Grand Valley State University Libraries’ desk transactions, instant message transcripts, email interactions, and reference interactions for the period of April 15, 2014 to May 05, 2015. This time includes three major exam periods. The data was collected in order to guide decision-making for some of the more common questions asked in order for inclusion in a new knowledge base. Previously-identified “common questions” (e.g. printing, course reserve assistance, study room reservations, etc.) were set aside for immediate inclusion in the knowledge base. The data was then sorted through in order to determine the previously missed, high frequency questions. The next step in the process is the creation of governance documents that, together with this data, will determine the most effective presentational format for the knowledge base.

Combined Data Sets

Type of Question # of times referenced
Scanning questions 203
Item request (various) 176
Holds (various) 165
Community services 160
Fines on account/overdue notices 159
Where is “x” campus location? 140
General check out and return questions 137
Renewal requests 126
Alumni library access 122
Copy assistance 115
Multipurpose room 115
Poster printing 108
Library website comprehension questions 105
Writing center 89
Faxing availability 82
Document delivery/ILL 79
Knowledge Market/research consultant 76
Laptop rental 74
UBS/textbook queries 73
Location/reservation of computer lab 65
MeL questions 64
Hiring 58
Thesis/master’s projects formatting, binding, and where to find in the catalog questions 52
Chemistry Success Center 51
Materials available for checkout 48
Where are the librarians/where is a specific librarian? 44
Computer locations 43
Chargers 40
Blocked IP 36
Quiet space query/noise complaints 35
Argo Tea questions 32
Off-campus book delivery/return 31
Returning materials at a different GVSU location 30
iPad rental 28
Meaning of peer-reviewed/scholarly OR “Research Skills Tutorial” 28
General children’s books, location 26
Laminating 26
Tourist questions 25
Headphones 24
Atrium location 23
Library account access questions 22
3D printing/technology showcase questions 21
Off-campus access issues 20
Student Services questions 19
Binding 16
Vending machine location 15
Microsoft Office 365 download 15
Exhibition room location 14
Purchase requests 13
Donation/gift policy 13
Bus questions 12
“Where are the books?” 12
Microfilm questions 12
Parking 12
Popular reading 12
Software available on library computers 12
Recall questions 11
Mailbox, campus location 10
Event boards questions 9
Spanish children’s books, location 9
Lego room/innovation zone 8
Scantron station questions 7
Curriculum Materials Library technology 7
Office of Undergraduate Research and Scholarship questions 7
Lighting issues 7
Law/Cooley questions 6
Microwave 6
Salary book 6
Public phone location 5
E-book access issues 5
ATM location 4
Notary 4
Computer availability 4
GVSU Drive off-campus access 4
Food delivery questions 3
Streaming video issues 3
Inquiry to film in library 3
Heating 3
Mission statement 2
Tutoring Center 1
List of software available from IT 1

Desk Interactions

Type of Question # of times referenced
Scanning questions 195
Where is “x” campus location? 138
Holds (various) 134
Community services 130
General checkout and return questions 117
Copy assistance 114
Multipurpose room 109
Poster printing 88
Writing center 84
Faxing availability 78
Renewal requests 74
Location of computer lab 62
Item request (various) 60
Fines on account/overdue notices 59
Knowledge Market/research consultant 58
Laptop rental 57
University Bookstore (UBS)/textbook queries 55
Alumni library access 51
Chemistry Success Center 51
MeL questions 43
Computer locations 43
Chargers 40
Where are the librarians/where is a specific librarian? 39
Library website comprehension questions 39
Document delivery/ILL 39
Materials available for checkout 37
Hiring 34
Thesis/master’s projects formatting, binding, and where to find in catalog questions 28
Argo Tea questions 28
General children’s books, location 25
Laminating 24
Tourist questions 24
Headphones 24
iPad rental 23
Atrium location 22
Returning materials at a different GVSU location 21
3D printing/technology showcase questions 19
Student Services questions 15
Binding 14
Vending machine location 14
Exhibition room location 13
Bus questions 12
“Where are the books?” 12
Microfilm questions 12
Mailbox campus location 10
Parking 10
Microsoft Office 365 download 10
Event boards questions 9
Quiet space query/noise complaints 8
Scantron station questions 7
Curriculum Materials Library technology 7
Office of Undergraduate Research and Scholarship questions 7
Popular reading 7
Spanish children’s books, location 6
Recall questions 6
Lego room/innovation zone 6
Donation/gift policy 6
Law/Cooley questions 6
Public phone location 5
Microwave 5
Off-campus book delivery/return 4
ATM location 4
Notary 4
Food delivery questions 3
Salary book 2
Summary

Out of 9,235 desk transactions, 2,491 fell into the category of unidentified, high frequency questions. The top questions fell into two camps: technology instruction and quick answer. Technology instruction (how and where to scan, copy, or fax) were the first, sixth, and tenth most frequently asked questions (respectively), and were routinely answered in the form of hands-on instruction from the desk worker. “Quick answer” questions all are characterized by having a short, finite answer:

Holds

  • How long will my books be on hold for?
  • How can I check if they are in?
  • Can I transfer my hold to another library?
  • Where can I pick them up?
  • What if someone else has it on hold?

Community Services

  • I am not a student here, can I use your computers/wifi?
  • I am not a student here, can I study here?
  • I live nearby, can I check out one of your books?

General Borrowing Questions

  • How many books can I check out?
  • How long can I check them out for?
  • Do I need my student ID to check them out?
  • Where do I check them out?
  • Where do I return them?

Scattered throughout the remaining questions are other campus services that overlap in the patron’s mind with library services. University Bookstore and textbook queries were fielded by the library desk, especially at the start of each semester. The IT Help Desk in the ground floor of the library offers materials for checkout (iPads, laptops, chargers, etc.) that differ from the materials that the library desk offers (books, dry erase markers, model skeletons, etc) and there is occasional confusion as to which desk to approach. Additionally the library service desk receives requests for materials available at other campus locations outside of the library such as media equipment from the Communications department or student transcripts from the Student Services building.

Chat Transcripts

Type of Question # of times referenced
Item request (various) 63
Alumni library access 42
Renewal requests 40
Library website comprehension questions 40
Document delivery/ILL 32
Blocked IP (all queries) 27
Quiet space query/noise complaints 23
Community services 19
Thesis/master’s projects formatting, binding, and where to find in the catalog questions 19
Fines on account/overdue notices 18
General checkout and return questions 17
Off-campus access issues 17
Meaning of peer-reviewed/scholarly and “Research skills tutorial” queries 16
Library account access questions 16
UBS/textbook queries 14
Laptop rental 13
Poster printing 13
Knowledge Market/research consultant 12
Software available on library computers 12
Off-campus book delivery/return 12
Holds (various) 11
How to choose the correct database (on campus) 10
MeL questions 10
Hiring 10
Materials available for checkout 9
Returning materials at a different GVSU location 9
Lighting issues 7
Scanning questions 7
Microsoft Office 365 download 5
Writing Center 5
Student Services questions 4
Computer availability 4
GVSU drive off-campus access 4
Faxing availability 4
Donation/gift policyq 4
Popular reading 4
iPad rental 4
Argo Tea questions 4
Spanish children’s books, location 3
Heating 3
Parking 2
Salary book access 2
Mission statement 2
Purchase requests 2
Binding 2
Lego room/innovation zone 2
Where is “x” campus location? 2
3D printing/technology showcase questions 1
Tourist questions 1
Laminating 1
“How crowded is the library?” 1
Lab reservation 1
List of software available from IT 1
Multipurpose room reservation 1
Microwave 1
Atrium location 1
Exhibition room location 1
Copy assistance 1
Vending machine location 1
Summary

A total of 612 online chat interactions fell into the scope of the data collection. The most frequently asked questions in chat all related to digital interactions with the library. For example, requesting materials was the most common question. Patrons would check in to find the status of their requests, ask the library staff to request materials for them, determine why a specific item is “unavailable”, etc. These chat conversations would often start from within the catalog, with the chat acting as the next step for the patron to get their item. Similarly, the next five questions (blocked access to databases, confusion over website jargon or operations, issues with document delivery, and email notifications of materials’ due dates) all occur within the space of the user’s computer, and thus the patrons turn to chat in order to answer their resulting questions.

Email Transcripts

Type of Question # of times referenced
Fines on account/overdue notices 82
Alumni library access 25
Item request (various) 23
Holds (various) 20
Hiring 14
Off-campus book delivery/return 13
Renewal requests 12
Purchase requests 11
Community Services 10
Knowledge Market/research consultant 6
Library account access questions 6
Recall questions 5
Poster printing 5
Subject specialist/liaison librarian 5
Blocked IP (no classes/unknown) 5
Multipurpose room reservation 5
E-book access issues 5
Laptop rental 4
Quiet space query/noise complaints 4
Document delivery/ILL 4
IP blocked (current student, faculty, or staff) 4
UBS/textbook queries 4
Streaming video issues 3
Library website comprehension questions 3
Queries to film in library 3
Donation/gift policy 3
Materials available for checkout 2
Thesis/master’s projects formatting, binding, and where to find in catalog questions 2
Meaning of peer-reviewed/scholarly 2
Book checkout, general 2
Lab reservation 2
Children’s books, location 1
Book return, general 1
Salary book access 1
“Research skills tutorial” query 1
3D printing/technology showcase questions 1
Laminating 1
MeL questions 1
Scanning questions 1
Tutoring center 1
iPad rental 1
Popular reading 1
Summary

The email interactions were characterized by a significant drop in frequency between the most frequently asked topic (with 82 occurrences) and the second (with 25 occurrences). The data shows that users overwhelmingly turn to email to answer their questions in regards to fines and overdue materials. In fact, email communication about fines was higher than the other contact methods combined (a total of 77 occurrences).

The other popular email queries fell into several categories including digitally-centered questions (alumni library access, item requests, renewal requests, recall questions), distance-affected questions (alumni library access, off-campus book delivery/return, purchase requests), and queries with email attachments (hiring).

Reference Transactions

Type of Question # of times referenced
Known item searches 30
Library website comprehension questions 13
MeL and ILL search instruction 10
Meaning of peer-reviewed/scholarly 7
ILL rejection help 4
Alumni library access 4
Thesis/master’s projects formatting, binding, and where to find in the catalog questions 3
Off-campus access issues 3
Poster printing 2
Salary book access 1
Community services 1
“Research skills tutorial” query 1
Off-campus book delivery/return 1
Summary

Out of close to 1,200 reference interactions within the date period, only about 80 fell into the data collection criteria. This is useful as it demonstrates the liaison librarians aren’t getting bogged down with the mundane, “quick answer” type questions on a day to day basis.

Yet they did experience some quick, ready reference as the highest category in this data set was “known item searches.” These interactions featured the librarians using their own personal Summon-workaround knowledge, or online searching experience to find an article that the patron already had the title and other information for.