Measure 1

2019 Status
Achieved
For the 6th consecutive year, a positive correlation has been found between students receiving library instruction and rates of re-enrollment/persistence.

2017 Status
Achieved
For the 4th consecutive academic year, a positive correlation has been found between students receiving Library instruction and rates of re-enrollment/persistence.

Measure 2

2019 Status
Achieved
During the 2018-2019 academic year, research consultants completed 848 meetings with students in the Knowledge Market. At the end of each consultation, students complete a survey to rate their comfort with the consultant, the helpfulness of the session, and whether the consultation made them feel more confident about completing their assignment. Responses have been relatively consistent over time, and in 2018-2019, 97% of students felt very or somewhat comfortable working with the consultant, 98% believed the consultation was very or somewhat helpful, and 97% of students felt more confident about completing their assignment. This information is used to assess the program as a whole and provide constructive evaluations to individual consultants.

2017 Status
Achieved
During the 2016-2017 academic year, research consultants completed 896 meetings with students in the Knowledge Market. At the end of each consultation, students complete a survey to rate their comfort with the consultant, the helpfulness of the session, and whether the consultation made them feel more confident about completing their assignment. Responses have been relatively consistent during the past six years, and in 2016-2017, 98% of students felt very or somewhat comfortable working with the consultant, 98% believed the consultation was very or somewhat helpful, and 98% of students felt more confident about completing their assignment. This information is used to assess the program as a whole and provide constructive evaluations to individual consultants.

Measure 1

2019 Status
Not Yet Achieved
While all liaisons had taken the training at last reporting, there has been substantial turnover in the liaison team during Fall 2019. At this time, 7 liaisons have taken the IDel training. The remaining 5 intend to take the training in Winter 2020.

2017 Status
Achieved
All Library faculty who provide instruction have taken and completed the Foundations of Online/Hybrid Course Development.

Measure 2

2020 Status
Achieved
During the 2019-2020 academic year, we reported 48 instances of Library instruction occurring via Blackboard. As there is not a set target for this measure, and this data demonstrates a continued commitment to online instruction, we consider this measure to be achieved for the purposes of this plan. Due to the continued emphasis on online instruction during the COVID-19 pandemic, we have modified our data collection instrument to better distinguish between synchronous and asynchronous online instruction.

2019 Status
Achieved
In 2019, we reported 32 instances of Library instruction occurring via Blackboard. As there is not a set target for this measure, and this data demonstrates a continued commitment to online instruction, we consider this measure to be achieved for the purposes of this plan. However, we do recognize that this is a substantial decrease from the last reported value (80 sessions in 2017), and much more aligned with the result of the previous year (31 sessions in 2016). At this time, we do not know why these numbers have varied so much, though possible explanations include reporting error, a disproportionate number of online classes in 2017, or the re-use of videos and online modules developed by librarians in prior years.

2017 Status
Achieved
In 2016, we reported 31 instances of Library instruction occurring via BlackBoard. In 2017, we reported 80 instances of Library instruction occurring via BlackBoard. This is an increase of 158% in Librarians providing instruction through the course management software.

Measure 2

2019 Status
Achieved
The average chat response time for the 2018-2019 academic year was 16 seconds.

2017 Status
Achieved
Improved overall response time for questions sent to the Libraries' chat service from a baseline of 53 seconds to an average of 32.75 seconds of wait time per chat. In this same study, also improved chat rating (user satisfaction with chat transaction) from an average of 3.39 stars to 3.57 stars, and chat response rate (fulfillment) improved from 95% to 99%.

Measure 3

2019 Status
Achieved
The average email response time for the 2018-19 academic year was 34 minutes. This number includes responses to emails received at times when the library was closed. 89.9% of questions were answered in 0-10 minutes; 6.3% of questions were answered in 10-60 minutes; 3% of questions were answered in 1-12 hours. Less than 1% of emails were answered in more than 12 hours.

2017 Status
Achieved
In November (after the change of answering them through our LibAnswers virtual software), our average response rate to Library email requests was 1 hour, 20 minutes (and that includes Thanksgiving weekend). 88% of emails in November were answered in 0-10 minutes and 7.5% of emails were answered in 10-60 minutes.