Making a motion for time: Assessment of virtual librarian productivity

Purpose: As libraries build or enhance their assessment efforts around their library services, leaders must look not overlook their productivity of the employees as they deliver library services. Productivity for any employee... [ view full abstract ]

Purpose:

As libraries build or enhance their assessment efforts around their library services, leaders must look not overlook their productivity of the employees as they deliver library services. Productivity for any employee can be contingent on many factors such as motivation, training, jobs security, and conditions of the working environment. From review of the assessment of services outcomes, the user statistics noted a decrease in the use of the reference services. This identified an opportunity to understand what the virtual librarians were completing during their scheduled shifts.

Design, methodology or approach:

Using a modified time motion study methodology as identified by Frederick Taylor, the University library completed a review of the virtual reference staff reviewing the time, frequency and duration of interaction with patrons. 

Findings and Conclusions:

The analysis identified the virtual reference staff were only working with patrons approximately 2 hours out of a 6 hour shift. This has allowed the library to review the strengths of the librarians, assigning them additional duties to support other library service functions. The virtual librarians were cross- trained on different aspects of the library, including building library guides and assisting with the virtual document delivery system.