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Abstract: Beyond the Numbers: Capturing Impactful Patron Interactions in Library Data
“I thought visiting a university library might be intimidating, especially since English is my second language, but you have been so welcoming and kind. I think I can do this!”
“I’m glad we started chatting in line for coffee. As a new faculty member, I have not yet familiarized myself with the library, but I am excited to consult with you on my research soon!”
Librarians and library staff often hear sentiments like these in their daily work. While most librarians are diligent about recording reference interactions, less formal interactions like those above often go unrecorded, despite demonstrating the impact of library faculty, staff, resources, and services. These “non-reference impactful interactions” are significant as they lay the foundation for making connections, building relationships, and developing a successful, engaging, and supportive environment for our academic and public community. Moreover, these interactions are ideal for crafting stories that can be used in library marketing.
Reference interactions (virtual or in-person) are usually transactions noted as a number in library statistics. While the count is important to indicate broadly how popular the library’s reference service is, it does not capture other types of interactions between librarians and patrons which enhance a deeper bond, confidence, or comfort for patrons to seek further information, consultation, and support. How are such important activities captured, represented, and accounted for in library statistics, storytelling, and marketing efforts?
At Rutgers University Libraries, a subcommittee was formed in response to questions about recording “non-reference impactful interactions” such as: (1) Community Building and Emotional Support; (2) Thanks and Praise; (3) Proactive Reference; and (4) Above and Beyond. The subcommittee included four faculty librarians, a library administrator, and a library staff member. The subcommittee began its work by conducting a literature review but found very little about recording non-reference transactions that demonstrate impact. The literature on storytelling in library marketing revealed that while these types of transactions are often the focus of library stories, there were no examples of libraries systematically and comprehensively recording such transactions to share the impact of their services on their community’s needs.
While there is undeniable value in crafting stories of library impact that include quotes, testimonials, and photos, the subcommittee also saw value in gathering quantitative data regarding non-reference transactions that demonstrate impact. This information can be used internally to inform the types of services created and offered and justify engagement, roles and staffing decisions. The data can be used externally to support budget requests and to demonstrate how librarians and library staff support the library and institutional missions. Moreover, potential stories for marketing can be identified and pursued from the interaction records, and the data can be integrated into stories to provide broader context.
This paper will situate the work underway at Rutgers University Library within the literature about library storytelling. The authors will share their journey to implement the recording of “non-reference impactful interactions” and provide recommendations for others interested in recording similar transactions at their own institution.
“I’m glad we started chatting in line for coffee. As a new faculty member, I have not yet familiarized myself with the library, but I am excited to consult with you on my research soon!”
Librarians and library staff often hear sentiments like these in their daily work. While most librarians are diligent about recording reference interactions, less formal interactions like those above often go unrecorded, despite demonstrating the impact of library faculty, staff, resources, and services. These “non-reference impactful interactions” are significant as they lay the foundation for making connections, building relationships, and developing a successful, engaging, and supportive environment for our academic and public community. Moreover, these interactions are ideal for crafting stories that can be used in library marketing.
Reference interactions (virtual or in-person) are usually transactions noted as a number in library statistics. While the count is important to indicate broadly how popular the library’s reference service is, it does not capture other types of interactions between librarians and patrons which enhance a deeper bond, confidence, or comfort for patrons to seek further information, consultation, and support. How are such important activities captured, represented, and accounted for in library statistics, storytelling, and marketing efforts?
At Rutgers University Libraries, a subcommittee was formed in response to questions about recording “non-reference impactful interactions” such as: (1) Community Building and Emotional Support; (2) Thanks and Praise; (3) Proactive Reference; and (4) Above and Beyond. The subcommittee included four faculty librarians, a library administrator, and a library staff member. The subcommittee began its work by conducting a literature review but found very little about recording non-reference transactions that demonstrate impact. The literature on storytelling in library marketing revealed that while these types of transactions are often the focus of library stories, there were no examples of libraries systematically and comprehensively recording such transactions to share the impact of their services on their community’s needs.
While there is undeniable value in crafting stories of library impact that include quotes, testimonials, and photos, the subcommittee also saw value in gathering quantitative data regarding non-reference transactions that demonstrate impact. This information can be used internally to inform the types of services created and offered and justify engagement, roles and staffing decisions. The data can be used externally to support budget requests and to demonstrate how librarians and library staff support the library and institutional missions. Moreover, potential stories for marketing can be identified and pursued from the interaction records, and the data can be integrated into stories to provide broader context.
This paper will situate the work underway at Rutgers University Library within the literature about library storytelling. The authors will share their journey to implement the recording of “non-reference impactful interactions” and provide recommendations for others interested in recording similar transactions at their own institution.