1. T H E P R E S S U R E T O M E A S U R E
A T R I C H M O N D P U B L I C L I B R A R Y
The Need for Refocused Metrics
2. Pressure to Measure
For years, RPL laid claim to a number of highest per
capita counts
Steady decline since 2010
Common trend across many successful libraries, but
traditional metrics are creating some serious
challenges
4. Pressure to Measure
Changing relationship with the City
Under more critical scrutiny
Compared to similar size revenue-generating departments
Need to find the balance between qualitative and
quantitative measurements
Cannot discard traditional metrics as these are still what our
City uses to make decisions regarding the distribution of funds
and facilities
5. Pressure to Measure
Timing is critical
Provided excellent service for less, but for too long
Inadequate facilities to meet member needs
Collections suffering as budget split between print & digital
Community Services Needs Assessment – libraries most used
public facilities
City in the process of updating Facilities Strategic Plan
Supportive Council
7. To tell our story and our members’ stories
New metrics such as
in-library use
Demonstrate
relationship between
library services and:
Civic engagement
Connected communities
Improved literacy rates
From a member
perspective:
Who they are
How they are using the
library
What they want from the
library
What impact the library
has on their lives
Search for Appropriate Measures
10. Benefits Challenges
Interactive means to share
information
Immediate translation of
all content to dozens of
language
Connected a community
of users – generated
dialogue among members
No automatic way to
collate responses into
useable data
Consultant intensive, then
staff intensive
Rewards oriented
No seamless integration
with library account login
MindMixer
12. OrangeBoy
Cluster
Development
4 components to cluster
analysis
Groups determined by
shared behaviours and
lifestyle traits
Exhibit primary and
secondary behaviours
Cardholder Analysis
Ethnographic
Research
Cardholder Surveys
Market Analysis
15. Tentative Next Steps
Revised metrics forms for public service staff
Refocus presentation of Monthly Operations Report
Apply measurement tools that are working more
broadly
And where do we go from here?