Appendix A:
Usage Report
InfoEyes Usage Report
August 2004
Compiled by Tom Peters (tpeters@tapinformation.com)
Note: The InfoEyes service had a soft launch on March 1, but activity did not really pick up until March 17, and the enhanced communication software was not utilized until March 22. On April 29 public access to the QuestionPoint Enhanced mode was discontinued. It was replaced on June 7, 2004 with iVocalize. Thus during the month of May 2004 patrons had no access to an enhanced mode of communication, only email and basic text chat.
Definitions
- Total Sessions: The sum of all the discrete sessions recorded in the set of closed interactions for the month being reported.
- Countable Sessions: Two situations caused some sessions to be discounted:
If two or more sessions in close temporal proximity to each other were clearly from the same patron with the same information need, the cluster of sessions was counted as only one session.
- If two or more sessions in close temporal proximity to each other were clearly from the same patron with the same information need, the cluster of sessions was counted as only one session.
- If a session clearly displayed a failure to communicate (e.g., because of basic system problems, or the patron never responded and expressed the need), it was not counted as a session.
- Real Sessions: Sessions that appeared to involve patrons with real information needs.
- Interest Sessions: Sessions that appeared to be from non-InfoEyes team members who were more interested in just seeing or testing the software or service than in satisfying a real information need. Often these visitors were professional colleagues from other libraries.
- Practice Sessions: Sessions that appeared to be test and practice sessions between two or more InfoEyes team members.
- Timestamping: Sessions are timestamped when they commence. In the case of email questions, that means the time they are submitted, not when they are answered by an InfoEyes reference provider. The timestamp is GMT (Greenwich Mean Time) minus six hours. Evidently, no adjustments are made to the timestamp when daylight savings time commences in April and concludes in October.
Usage Report
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| Days in month | 31 | 30 | 31 | 30 | 31 | 31 | 184 | |
| Days with activity | 14 | 24 | 15 | 19 | 18 | 12 | 102 | |
| Total sessions | 100 | 101 | 25 | 32 | 23 | 14 | 295 | |
| Countable sessions | 72 | 73 | 23 | 28 | 23 | 14 | 233 | |
| Countable as % of Total | 72.00% | 72.28% | 92.00% | 87.50% | 100.00% | 100.00% | 78.98% | |
| Avg Total Sessions per Active Day | 7.14 | 4.21 | 1.67 | 1.68 | 1.28 | 1.17 | 2.89 | |
| Avg Countable Sess. per Active Day | 5.14 | 3.04 | 1.53 | 1.47 | 1.28 | 1.17 | 2.28 | |
| Total Real Sessions | 46 | 75 | 21 | 29 | 20 | 7 | 198 | 67.12% |
| Total Interest Sessions | 9 | 7 | 3 | 2 | 3 | 2 | 26 | 8.81% |
| Total Practice Sessions | 32 | 18 | 1 | 1 | 0 | 5 | 57 | 19.32% |
| Total Unknown Sessions | 13 | 1 | 0 | 0 | 0 | 0 | 14 | 4.75% |
| (total sessions) | 100 | 101 | 25 | 32 | 23 | 14 | 295 | 100% |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| Countable Real Sessions | 39 | 51 | 19 | 25 | 20 | 7 | 161 | 69.10% |
| Countable Interest Sessions | 9 | 6 | 3 | 2 | 3 | 2 | 25 | 10.73% |
| Countable Practice Sessions | 19 | 15 | 1 | 1 | 0 | 5 | 41 | 17.60% |
| Countable Unknown Sessions | 5 | 1 | 0 | 0 | 0 | 0 | 6 | 2.58% |
| (countable sessions) | 72 | 73 | 23 | 28 | 23 | 14 | 233 | 100% |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| Sunday Countable Sessions | 3 | 1 | 1 | 1 | 0 | 1 | 7 | 3.00% |
| Monday Countable Sessions | 5 | 15 | 3 | 6 | 3 | 3 | 35 | 15.02% |
| Tuesday Countable Sessions | 10 | 6 | 1 | 6 | 3 | 4 | 30 | 12.88% |
| Wednesday Countable Sessions | 16 | 8 | 8 | 7 | 4 | 1 | 44 | 18.88% |
| Thursday Countable Sessions | 24 | 22 | 4 | 4 | 5 | 1 | 60 | 25.75% |
| Friday Countable Sessions | 8 | 11 | 2 | 2 | 5 | 1 | 29 | 12.45% |
| Saturday Countable Sessions | 6 | 10 | 4 | 2 | 3 | 3 | 28 | 12.02% |
| (days of week countable sessions) | 72 | 73 | 23 | 28 | 23 | 14 | 233 | 100% |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| Midnight to 1:00 Countable Sessions | 1 | 0 | 0 | 0 | 0 | 0 | 1 | 0.43% |
| 1:00 to 2:00 Countable Sessions | 0 | 0 | 3 | 0 | 0 | 0 | 3 | 1.29% |
| 2:00 to 3:00 Countable Sessions | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0.00% |
| 3:00 to 4:00 Countable Sessions | 0 | 0 | 0 | 1 | 1 | 0 | 2 | 0.86% |
| 4:00 to 5:00 Countable Sessions | 0 | 0 | 2 | 0 | 1 | 0 | 3 | 1.29% |
| 5:00 to 6:00 Countable Sessions | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0.00% |
| 6:00 to 7:00 Countable Sessions | 2 | 1 | 0 | 1 | 1 | 0 | 5 | 2.15% |
| 7:00 to 8:00 Countable Sessions | 2 | 0 | 0 | 0 | 0 | 0 | 2 | 0.86% |
| 8:00 to 9:00 Countable Sessions | 6 | 4 | 1 | 0 | 1 | 1 | 13 | 5.58% |
| 9:00 to 10:00 Countable Sessions | 9 | 7 | 1 | 1 | 1 | 4 | 23 | 9.87% |
| 10:00 to 11:00 Countable Sessions | 7 | 9 | 3 | 5 | 3 | 4 | 31 | 13.30% |
| 11:00 to noon Countable Sessions | 6 | 7 | 2 | 1 | 1 | 1 | 18 | 7.73% |
| Noon to 13:00 Countable Sessions | 7 | 9 | 0 | 3 | 2 | 0 | 21 | 9.01% |
| 13:00 to 14:00 Countable Sessions | 8 | 8 | 2 | 0 | 1 | 1 | 20 | 8.58% |
| 14:00 to 15:00 Countable Sessions | 0 | 5 | 1 | 1 | 1 | 1 | 9 | 3.86% |
| 15:00 to 16:00 Countable Sessions | 9 | 12 | 1 | 7 | 2 | 0 | 31 | 13.30% |
| 16:00 to 17:00 Countable Sessions | 3 | 4 | 2 | 0 | 1 | 0 | 10 | 4.29% |
| 17:00 to 18:00 Countable Sessions | 1 | 5 | 1 | 0 | 0 | 0 | 7 | 3.00% |
| 18:00 to 19:00 Countable Sessions | 2 | 1 | 2 | 1 | 2 | 0 | 8 | 3.43% |
| 19:00 to 20:00 Countable Sessions | 1 | 0 | 0 | 2 | 0 | 0 | 3 | 1.29% |
| 20:00 to 21:00 Countable Sessions | 3 | 0 | 0 | 2 | 3 | 2 | 10 | 4.29% |
| 21:00 to 22:00 Countable Sessions | 4 | 1 | 0 | 0 | 1 | 0 | 6 | 2.58% |
| 22:00 to 23:00 Countable Sessions | 1 | 0 | 2 | 1 | 0 | 0 | 4 | 1.72% |
| 23:00 to midnight Countable Sessions | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0.00% |
| UNKNOWN | 2 | 1 | 0 | 2 | 0.86% | |||
| (hours of day countable sessions) | 72 | 73 | 23 | 28 | 23 | 14 | 233 | 100% |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| Total email sessions | 27 | 14 | 19 | 24 | 20 | 8 | 112 | 37.97% |
| Total text chat sessions | 29 | 24 | 6 | 4 | 1 | 5 | 69 | 23.39% |
| Total enhanced sessions | 44 | 63 | 0 | 4 | 2 | 1 | 114 | 38.64% |
| (total sessions by mode) | 100 | 101 | 25 | 32 | 23 | 14 | 295 | 100% |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
|
|---|---|---|---|---|---|---|---|
| Avg response time: all email sessions (hrs) | NA | 15.261 | 14.390 | 12.490 | 27.470 | 20.630 | 17.66 |
| Avg session length: all chat sessions (hrs) | NA | 0.105 | 0.165 | 0.120 | 1.830 | 0.056 | 0.1525 |
| Avg session length: all enhanced (hrs) | NA | 0.066 | NA | 0.350 | 0.230 | 0.080 | 0.077 |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| Countable email sessions | 26 | 14 | 18 | 21 | 20 | 8 | 107 | 45.92% |
| Countable text chat sessions | 21 | 17 | 5 | 3 | 1 | 5 | 52 | 22.32% |
| Countable enhanced sessions | 25 | 42 | 0 | 4 | 2 | 1 | 74 | 31.76% |
| (countable sessions by mode) | 72 | 73 | 23 | 28 | 23 | 14 | 233 | 100% |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
|
|---|---|---|---|---|---|---|---|
| FirstSearch Sessions | 55 | 22 | 41 | 79 | 64 | 261 | |
| Average no. of searches per session | 5.27 | 5.50 | 1.85 | 3.33 | 2.94 | 3.59 |
| March 2004 |
April 2004 |
May 2004 |
June 2004 |
July 2004 |
August 2004 |
YTD Totals |
YTD % |
|
|---|---|---|---|---|---|---|---|---|
| ABI Inform | 0 | 0 | 0 | 4 | 1 | 5 | 0.53% | |
| ArticleFirst | 91 | 58 | 12 | 23 | 12 | 196 | 20.90% | |
| Book Review Digest | 2 | 0 | 0 | 2 | 11 | 15 | 1.60% | |
| Eric | 30 | 8 | 4 | 11 | 2 | 55 | 5.86% | |
| FactSearch | 24 | 5 | 0 | 3 | 9 | 41 | 4.37% | |
| General Science Abstracts | 20 | 3 | 2 | 14 | 9 | 48 | 5.12% | |
| MEDLINE | 19 | 0 | 6 | 22 | 20 | 67 | 7.14% | |
| Periodical Abstracts | 0 | 0 | 0 | 101 | 83 | 184 | 19.62% | |
| Readers Guide Abstracts | 20 | 0 | 10 | 26 | 10 | 66 | 7.04% | |
| SIRS | 0 | 0 | 0 | 11 | 1 | 12 | 1.28% | |
| World Almanac | 13 | 7 | 0 | 1 | 2 | 23 | 2.45% | |
| WorldCat | 71 | 40 | 42 | 45 | 28 | 226 | 24.09% | |
| (total FirstSearch searches) | 290 | 121 | 76 | 263 | 188 | 938 | 100% |
Very Tentative Conclusions
- InfoEyes appears to be meeting the anticipated need.
- We appear to be getting questions from both print-impaired and sighted individuals.
- The information needs expressed are a good mix of topics related to print-impairments and general topics.
- Several repeat customers of InfoEyes already have emerged, which indicates that they are finding the service useful.
- Activity measured in terms of countable questions by the day of the week seems to exhibit the typical bell-shaped curve, with the peak on Thursday.
- Activity measured in terms of countable questions by hour of the day is beginning to indicate the usual peaks in the mid-morning and mid-afternoon hours, but it is too soon to tell. Because InfoEyes is a multi-state service across four time zones, and because all activity is recorded as Greenwich Mean Time minus six hours, this measure of activity by hour of the day is an approximation.