Satisfaction is up!: survey data for FY09

It's that time again for running reports and submitting MFR's and soon, final grant reports.

I just finished running the (uber tedious*) survey report for all our institutions and the verdict is in! You're even more awesome than last year!

of our surveyed customers:

88.75% are satisfied!

86.27% say our librarians are excellent!

Check out the full report and see how your insitution compares.

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* This report is one of the last ones in QP that I have to run manually for what we need out of it. I have to run the report on a specific time frame 38 times to get the data for all our partner institutions. Then, i have to manually enter it (as cut and paste formats things in a useless manner) into xls. Then i get to have xls do math (that's the easy part).

As a point of interest, i downloaded a keystroke counter app before i did this report and found out that it took me 4,444 keystrokes, 630 left mouse clicks, 84 double mouse clicks, and 1114 spins of the mouse scroll wheel).

June 2009 in review: monthly report

We're hitting a lot of milestones this month! In both stats, comments, and projects we're working on! Check it out...

BY THE NUMBERS

• customers asked 2562 questions in June.
  This is the second highest usage for a June since our inception in 2003!

• Maryland librarians handled 1862 questions from across the state and country this month.
  The most questions handled in a June since 2003!

• an additional 1295 questions were answered via email by Maryland librarians this month.
  The most in a June since 2003!

CUSTOMER LOVE

• I am very impressed with the Anne Arundel library system. The employees have always been friendly, knowledgeable, professional and extremely helpful. This system is an asset to the community. Thank you.

• I think this is a wonderful service, that has made it possible for me to find answers to questions from my home, rather than having to come to the library to ask a librarian directly. It's extremely helpful. Thank you for providing it.

• I was very pleased with this process..and it's available 24/7...who knew?!

• This was my first time using this service. I will spread the word to my other "not-so-internet-savvy" peers. I am a non traditional college student. (mature) This was a great help and it helped me become more comfortable using the internet. Thanks.

• Beverly was extremely patient and resourceful. She answered an impossible question; when I go to my library and hear the customers say, "I'm looking for a book, and it's red, and it's a about a guy . . ." the librarians cringe. That was my kind of question, but Beverly didn't even flinch! And she found the title with no trouble. Perfect reference work. Thank you!

• Alain was fantastic and help me out 100%...thanks for hiring great, proffesional people

• This is a terrific service. I have used it several times and always found the librarians very helpful. But then I think the world of our librarians in Maryland and think they are very special and terrific!

• The librarian pointed me to the Magazine and Newspaper Locator website--I wouldn't have found this without her help! She didn't just give me the answer; she gave me the tool I needed to find the answer. A great resource for those of us who have to work after others have called it a day. Thanks!

• [the librarian] is so good. Please retain his services for another fifty years.Thank You

• As a member of circulation services at HCPL, I am constantly explaining the benefits of being a library card holder. As part of the Welcome package we distribute at the time a new card is issued, I point out the "Ask Us Now" service. This was my first time ever using the site myself, and I appreciated the prompt and helpful response. Thank you for the information.

• I am grateful for the AA County Public Library system. It is a fantastic resource. I have been a patron for a long time. Through many transactions, many visits to Branches and many online sessions I have found the people very helpful, efficient and effective. They have performed at a high level and have been very consistent.
  
  The AACPL system is exceptional in every way. I have never been disappointed with the assistance I have received via the Internet or in person at a Branch. Very impressive.
  
  With the economy being in such a terrible state, I have heard more and more people talking about using the Library. Things like using the computers for job hunting and submitting resumes because they have lost Internet access at home. This is very beneficial and is a life-saver for many AA County residents. Thank you all for making our system what it is!

ADMIN

Cathay and Julie have been busy busy making big strides in the following projects:

• redesign new staff training

• design refresher training series (currently including "customer service" and "crisis" training)

• working on an AskUsNow! vision

• staff support website transformation: information architecture and Drupalization. Thanks go to the Transformation Team for their help! The team is: Betty Morganstern (AACPL), Jessica Nhem (Caroline County), Jessica Chaiken (NARIC), Sarah Smith (BCPL), Tina Pickens (BCPL), Cindy Bowen (NAL), Cathay and Julie.

• finishing up the 2008-2009 grant

• selecting, ordering, and distributing marketing materials including highlighters, memo pads, rulers, and bags

• Can AskUsNow! accept donations?

• redoing the schedule to make sure our Maryland customers are being helped by Maryland librarians whenever possible

Resources for your Independence Weekend Celebration

Fourth of July, 2009

All over the United States people celebrate our Independence Day with bar-b-ques and fireworks. Here are some resources to enhance your holiday weekend:

1. Fun Facts
Table conversation won’t be boring with the U.S. Census Bureau’s list of fun facts about our Independence Day. Learn about where the traditional Fourth of July meals come from to how many U.S. places are called “America.” Online at:

http://tinyurl.com/fourthofjuly2009FunFacts

2. History
   One of our country’s national libraries, the Library of Congress, offers an extensive history of our Independence Day, online:

http://memory.loc.gov/ammem/today/jul04.html

Also from the Library of Congress is a list of patriotic songs; their words and histories:

http://lcweb2.loc.gov/diglib/ihas/html/patriotic/patriotic-home.html

3. Celebrations in and around Maryland
   USA.gov offers a list of resources that include places to celebrate, from National Parks to our Nation’s White House.
   
   http://www.usa.gov/Topics/Independence_Day.shtml
   
   

You can find more about events in the Maryland/Washington D.C. region on About.com, too:

http://dc.about.com/od/specialevents/a/4thofJuly.htm

Events specific to Maryland, see:

http://dc.about.com/od/specialevents/a/4thofJuly_2.htm

4. Family-style celebrations and food
USA.gov offers a list of recipes from famous Americans, child-friendly cooking ideas, healthy eating recipes, and even creative ideas for working with watermelons!

http://www.usa.gov/Citizen/Topics/Health/Recipes.shtml

5. Crafts and Family Picnics
   Many ideas can be found on Kaboose, at:
   
   

http://holidays.kaboose.com/july-4/

6. Fireworks Laws
   Need to know the fireworks laws (what’s permitted and prohibited) in your state? A document (PDF) from the American Pyrotechnics Association is found at:
   
   http://www.usa.gov/Topics/Independence_Day.shtml
   
   
   
   

Have a safe and fun Fourth of July from all of us at Maryland AskUsNow!