best_practices_2013

BEST PRACTICES 2013
like libraries
potential customers vs. those in like
libraries
How should I present the library’s metrics?
Invest some care in choosing the way to present your data. A careless
approach here can mean that your metrics are not seen and yield you no
benefit.
• Report on a regular basis: weekly, monthly, quarterly or annually. Different
reporting cycles will have different statistics and different audiences.
• Tailor your reporting to different audiences, e.g. executives, your supervisor,
your customers.
• Compare metrics to past years, a small sample of similar libraries, or
industry averages to create a frame of reference.
• Use a mixture of quantitative and qualitative data; if possible, have your
report tell a story with words, pictures, and numbers.
• Understand how your metrics relate to each other and be prepared to answer
questions about “what it all means.”
• Use creative, single-use metrics to supplement your ongoing metrics
program and illustrate unique points.
• Take special steps to make sure your calculations are error free and your
assumptions and conclusions can pass muster.
• If the metrics you produce are substantially different from the previous
reporting period, be sure you have a brief explanation about the reasons
why.
• When possible, personalize your metrics to the group you’re presenting them
to. Top managers may be somewhat interested in knowing that 45% of the
organization’s professionals use the library. But they’ll be very interested in
knowing that 45% of staff from their division, the people who report to them,
use the library.
• Some parts of your organization may have data vital to your metrics
program. For instance, human resources can tell you the names or at least
the numbers of staff in various divisions. They may even be willing to share
job titles and the length of time a staff member has been in the organization.
If the library knows the names of people who they have served, then human
resources data can allow you to extend the analysis of the library data.
• Share metrics and reports with your staff to foster an understanding of how
they contribute to the library’s success.
How should I package my metrics?
• Written reports allow you to present your metrics and qualitative examples
and explain what it means; you can control the message.
• Verbal presentations have the same characteristics as a written report, but
allow you to know that the message has been received and provide valuable
feedback on which metrics are of interest. Prepare for potential questions
about what you’re presenting.
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