Implementing reference statistics collection software at multiple library service points

<p>Abstract<br>Purpose – The purpose of this article is to explore the process of implementing LibAnswers, a<br>reference statistics collection and analysis software, at multiple service points in an academic library<br>and to outline the benefits of the process.<br>Design/methodology/approach – The article outlines the process used to implement a statistics<br>software, including initial testing, development of categories and terms used to define the question<br>types, and training of library staff.<br>Findings – Implementing a statistics program at multiple service points takes flexibility and patience.<br>The biggest challenge faced was developing common terms to define what each desk did and how the<br>statistics would be used. While this process was useful for implementing the software, it also resulted in<br>unexpected organizational development opportunity as it allowed others to see and better understand the<br>functions of different service points. A total commitment to the new program developed through training<br>and the experiences of those who had used LibAnswers during a test period.<br>Practical implications – LibAnswers, and similar statistics collection programs, are fairly new<br>applications in the library field. While they have multiple uses for expanding and simplifying the<br>collection of reference statistics, this article demonstrates that while implementing statistics software<br>across multiple service points can be difficult, the process of putting it in place can produce numerous<br>benefits.<br>Originality/value – Much has been written on the implementation of reference statistics, but little<br>has been written in detail about developing a library-wide statistics program. This article fills some ofthe gaps.<br><br>Paper type Case study