QUICK GUIDE Avoiding the Runaround: QUICK TIPS (--THIS SECTION DOES NOT PRINT--) (--THIS SECTION DOES NOT PRINT--) Implementing DeskStats to Improve User Experience This PowerPoint 2007 template produces a 36”x48” This PowerPoint template requires basic PowerPoint tri-fold presentation poster. It will save you Sarah Northam and Gail Johnston (version 2007 or newer) skills. Below is a list of valuable time placing titles, subtitles, text, and commonly asked questions specific to this template. graphics. Texas A&M University-Commerce Libraries If you are using an older version of PowerPoint some template features may not work properly. Use it to create your presentation. Then send it to PosterPresentations.com for premium quality, same A PROBLEM DEFINED WHAT DID WE NEED TO KNOW? WHAT DID WE DO WITH THE RESULTS? Using the template day affordable printing. WHAT DID WE WANT TO ACHIEVE?

Students were sent from service to service • Where were customers asking questions? Our Main Priority was to improve Customer Service! • Cross trained customer service staff to answer Verifying the quality of your graphics We provide a series of online tutorials that will Go to the VIEW menu and click on ZOOM to set your point to have a simple question answered. Secondary concerns: basic catalog and computer questions. guide you through the poster design process and • What questions were being asked? preferred magnification. This template is at 100% • Hired additional staff in customer service, answer your poster production questions. • When were the questions being asked? • Provide service to customers at the point of need the size of the final poster. All text and graphics will • Untether librarians from the reference desk including a highly trained adult computer lab • Who answered the questions? be printed at 100% their size. To see what your View our online tutorials at: OUR HYPOTHESIS • Direct staffing resources more appropriately assistant. poster will look like when printed, set the zoom to

http://bit.ly/Poster_creation_help • Revised the reference desk schedule to staff it 100% and evaluate the quality of all your graphics (copy and paste the link into your web browser). The majority of questions that were referred to only during documented busy times. before you submit your poster for printing. the reference desk were not research questions, ROADBLOCKS WE FACED • Documented the need for additional For assistance and to order your printed poster call but were directional or technical in nature and Using the placeholders equipment such as a color copier and a color PosterPresentations.com at 1.866.649.3004 could be answered by a well-trained customer • I don’t have time to do this! • That’s not my job. To add text to this template click inside a service staff instead of a reference librarian. printer. placeholder and type in or paste your text. To move • I will probably forget about it. • How is this going to improve anything? a placeholder, click on it once (to select it), place your cursor on its frame and your cursor will change Object Placeholders WHAT DID WE FIND? WHERE ARE WE TAKING DESKSTATS? to this symbol: Then, click once and drag it to its new location where you can resize it as needed. Use the placeholders provided below to add new OUR GOAL Fall 2011 “Reference” Transactions Spring 2012 “Customer” Transactions • Track statistics in all departments, including Additional placeholders can be found on the left elements to your poster: Drag a placeholder onto Examine our reference desk model and Archives, Government Documents, and side of this template. the poster area, size it, and click it to edit. implement appropriate changes. Customer Service Curriculum Center. Circulation • Track statistics in library instruction and in Modifying the layout Computer/Lab Help 31% 30% This template was specifically designed for a 48x36 Section Header placeholder faculty outreach and response. Move this preformatted section header placeholder Reference Assistance tri-fold presentation. Its layout should not be to the poster area to add another section header. Lab Assistant • Track individual reference appointments, both changed or it may not fit on a standard board. It has Use section headers to separate topics or concepts WHY USE DESKSTATS? Student - Non Research in person and by phone. a one foot on the left, a 2 foot column in within your presentation. the middle and a 1 foot column on the right. We chose the Altarama Information Systems Technical Research Reference • Track requests for specific class assignments 39% The columns in the provided layout are fixed and product DeskStats after a trial because it: so relevant LibGuides can be created. cannot be moved but advanced users can modify any • Is easy to use; This included more popular • Track attendance at library sponsored events. All questions except In the spring we cross trained access services staff. “Reference” layout by going to VIEW and then SLIDE MASTER. Text placeholder • Requires no learning curve; “Customer Service” questions such as: transactions were then equally divided among the customer • Document the need for additional Move this preformatted text placeholder to the questions were handled  How do I look up a book by title? services, computer lab, and reference staff, freeing up the reference equipment. Importing text and graphics from external sources • Is an online product accessible to multiple librarians to focus on additional duties. poster to add a new body of text. exclusively by the  How do I check out a book? TEXT: Paste or type your text into a pre-existing locations and users at once;  • Evaluate the need for continued extended reference librarians. What is my computer log in? placeholder or drag in a new placeholder from the  How do I find a word count in library hours. • Is easy to customize; and left side of the template. Move it anywhere as Word? • Document the need for more study rooms by • Has usable report functions.  Do you have a color printer? needed. keeping track of turn aways. PHOTOS: Drag in a picture placeholder, size it first, Picture placeholder • Keep track of SACS data. click in it and insert a photo from the menu. TABLES: You can copy and paste a table from an Move this graphic placeholder onto your poster, size • Evaluate the need for additional training or it first, and then click it to add a picture to the Spring 2012 Transactions by Hour Spring 2012 Transactions by Day external document onto this poster template. To staffing. poster. METHODOLOGY adjust the way the text fits within the cells of a table that has been pasted, right-click on the table, Contact Us! • Polled librarians for the most common types of 800 1500 click FORMAT SHAPE then click on TEXT BOX and 600 questions they received. Sarah H. Northam change the INTERNAL values to 0.25 400 1000 Interim Head of Reference • Polled access services staff for the most 200 500 Texas A&M University-Commerce Libraries Modifying the color scheme common questions they received. 0 [email protected] To change the color scheme of this template go to 0 • Created a matrix in DeskStats that built upon Sun Mon Tue Wed Thu Fri Sat the “Design” menu and click on “Colors”. You can identified sample questions. Gail Johnston choose from the provide color combinations or you • Gathered statistics using the matrix. Associate Director of Libraries can create your own. Using the data from transactions by day and hour, we decided to staff the reference desk only between 12:00 pm Texas A&M University-Commerce Libraries

• Evaluated statistics after three months to and 5:00 pm Monday - Thursday. Transactions before noon are handled by notifying an on call librarian. [email protected] © 2012 PosterPresentations.com identify patterns. Transactions after 5:00 pm are handled by a highly trained reference associate. On Fridays we use a strictly on call schedule. 2117 Fourth Street , Unit C

Student discounts are available on our Facebook . Berkeley CA 94710 Go to PosterPresentations.com and click on the FB icon. RESEARCH POSTER PRESENTATION DESIGN © 2012 www.PosterPresentations.com [email protected]