Performance Gap Analysis

Client: The Loyola Notre Dame Library (LNDL) Circulation Department
The LNDL serves both Notre Dame of Maryland University and Loyola University of Maryland students, faculty, and staff. This library, physically located between the two universities, is a non-profit library dedicated to the mission of:

Serving as an integral part of the Notre Dame of Maryland University and Loyola University by    

providing the information services and resources required to support the academic programs and  educational concerns of the two institutions. 

http://www.loyola.edu/library/mission/index.htm

The circulation department is made up of one librarian, six full-time staff, and 17 student workers. Services performed by this department include book and media check-out, shelving of materials, processing book requests from members of our five-library consortium, and our Course Reserves program. Members of this department also fulfill Interlibrary Loan requests.

Background Information: 
The Circulation Desk: 
After the guards station, the Circulation Desk is the first desk patrons see when they enter the library. For this reason, it is often the first place that patrons come to ask for help. This desk is staffed with full-time circulation staff as well as student workers from 8am-2am Monday-Thursday, 8am-5pm Fridays, 8am-8pm Saturdays, and 12pm-2am on Sundays. Due to the busy nature of the Circulation Desk, student workers are often left alone to answer patron questions while the Circulation Staff is helping other patrons. 

Patron Questions: 
For training and data collection purposes, patron questions at the LNDL are categorized in one of four ways:

Technical: Involving computer software or technology. How do I print? How do I make a spreadsheet?
Directional: Involves pointing out a library location. Where is the bathroom? Where do I print?
Quick Reference: Quick questions that can answered in less than five minutes. Do you have this book in the library? How to I access my Course Reserves?
Research: More involved questions that require using the library databases, requests for help developing a research topic, or help finding in-depth resources.

Methods:
Information for the Performance Gap Analysis was collected through one-on-one interviews with both the library's Head of Circulation, Gail Breyer, and the Head of Research & Instruction, Joanne Helouvry. Follow-up questions were sent via email to both librarians prior to completing the analysis.
Questions asked during interviews and follow-up emails focused on current problems revolving around the Circulation Desk student workers, how their performance impacts the library and the services it offers, and what ideal performance would look like from this group.

Problem Statement:  
Circulation Desk student workers do not refer patrons to the Research and Instruction desk when patrons ask a research question or when a book is not readily available in the library catalog resulting in patrons who leave the library without having their information needs met.

Current State: 
Currently, the Circulation Desk student workers refer patrons to the Research and Instruction Desk 50% of the time when a patron asks a research question or when a book in not available in the library catalog.

Future State:
Circulation Desk student workers will refer patrons to the Research and Instruction Desk 100% of the time when a patron asks a research question or when a book is not available in the library catalog.

Delta:
A 50% increase in referrals to the Research and Instruction Desk from Circulation Desk student workers.