Understanding Users' Needs with StackMap and Google Analytics
The Northumbria University Library wanted a system that would mitigate help desk traffic. Not only does their help desk assist library patrons but it fields general student questions as well. The librarians discovered that StackMap could off load some of the book finding queries and act as a virtual help desk. We spoke to Lee Blyth, Discovery & Access Librarian, and Becky Cole, Learning Partnerships Coordinator, about how StackMap is a necessary tool for building their ideal library wayfinding system while also gathering library engagement/usage analytics.
We don’t have a traditional library help desk. We just have a university help desk, which interfaces everything from library queries to finance, accommodation, and student well-being. So, the traditional support model for a library isn’t the same and it isn’t a simple experience for students to ask for help since we’re not always on the floor. StackMap helps us have options for students to resolve queries, with ‘Map It’ or the ability to have a link connecting them directly to the library team. With usage data and analytics, we have a wide understanding of what’s happening on the library floor. We didn’t have that before; we were always just trying to guess.
One of our key principles is to provide support to our customers in a way which is either automated, or via self-service at the point of need. StackMap delivers on both of these fronts – allowing students to locate books on shelves without the need to seek help.
We added JavaScript to our Library Search service (Primo) that captures information each time a StackMap ‘locate’ button is clicked in Library Search. The script collects the library, floor, and shelfmark information. This is then sent to Google Analytics as an event. We have configured our Google Analytics service to automatically send us a monthly report of this information.
Having the analytics gives us an extra tool in our toolbox for evaluating how our customers engage with the collection, and we plan to use this insight more over the coming months. Specifically, we will soon have a full year’s worth of data and by August also a full academic years’ worth of data that we can use to understand whether map clicks equate to book loans. We are very interested in understanding our customers’ needs post-pandemic so having data that identifies physical interactions with the collection (finding books on shelves, not just loaning them) helps us connect our thinking for both digital and physical services.
Lee Blyth, Discovery & Access Librarian, and Becky Cole, Learning Partnerships Coordinator.
