Data Speaks Volumes: Evidence-Based Delivery of Library Services in a User-Centred Library

Abstract

With the ever-increasing focus on user needs and experiences, librarians are compelled to reposition themselves as providers of services and support. With an increasingly service-oriented approach to the profession, librarians must view their work and services through lenses of critical inquiry, assessment, and thoughtful design. Above all libraries are increasingly expected to plan, deliver, and assess their services based on evidence and data, an approach to librarianship which demands greater attention in professional literature and best practices. This paper presents a literature review of reference data collection strategies and discussion of evidence-based practices in librarianship. A case study is then presented for one academic library’s process of developing and implementing a new system to collect, classify, and analyse reference statistics. Named the TARP Model, this system allowed librarians at NYU Shanghai to understand user behaviours, train reference staff, assessing reference services and trends, and manage the logistics of providing reference services.

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