QualityMetrics LLC invites you to register for ‘Strategic Assessment and Communication’ taking place on August 12 in Columbus, OH:

Strategic Assessment and Communication: What success looks like for our libraries

Friday August 12, 2016

1 p.m. – 4 p.m.


State Library of Ohio

274 E. First Avenue

Columbus, Ohio 43201

Register for onsite attendance or live streaming

No registration fee for this event – first come, first served for the onsite event. The onsite registration will be capped at 40 people. The event has an online registration option. Videos will be available on YouTube after the event.

“Every new idea is an impossibility until it is born.” – Ronald H. Brown, American statesman

A one of a kind ‘new’ event that brings together different library contexts, developmental and methodological perspectives for there is much to learn from each other.

Assessment has become the way we grow our communities and our programs these days.  From a traditional viewpoint libraries began by measuring the numbers of volumes in their collections.  Now we have moved to an environment of always proving our value to stakeholders in the community.  Based on sound evidence we want to make the best possible decisions that will result in maximum impact and value.  Building on the tradition of excellence in the services provided by the Ohio libraries, we will share perspectives that inform library practice across the globe. Come and join the storytelling of library collaboration and success at the state of Ohio where library collaboration at scale was born.

Join us for a get together and for telling success stories of strategic outcomes assessment and communication.  Share your insights on how libraries make success happen and deliver positive outcomes from a cross sector perspective including academic institutions and libraries, school libraries, public libraries and state funded agencies and collaboratives.


Strategic Assessment and Communication: What success looks like for our libraries

Friday August 12, 2016

1 p.m. – 4 p.m.

Location: State Library of Ohio, 274 E. First Avenue, Columbus, Ohio 43201

Directions: This is a short taxi ride from the convention center in downtown Columbus; we recommend grabbing a taxi if you are coming from that area in the heat of the summer.

1:00 pm Welcome

Martha Kyrillidou, Principal at QualityMetrics LLC, Research Associate at the iSchool at the University of Illinois at Urbana-Champaign, Part-time Instructor at SLIS, Kent State University

1:15 pm Collaboration at its best: Ohio approaches to demonstrating collective impact

  • Lynn Silipigni Connaway, Senior Research Scientist, OCLC Research
    • Title: OCLC and Libraries: Sharing research, services, and resources
  • Meghan Frazer, Manager, Member and User Services, OhioLINK
    • Title: Better together: assessing and communicating the value of consortial services

1:45 pm Public Libraries: It’s all about service

  • Alison Circle, Chief Customer Experience Officer, Columbus Metropolitan Library
    • Title: Building a Customer First Philosophy
  • Anastasia Diamond-Ortiz, Director of Strategy and Innovation at Cleveland Public LIbrary
    • Title: The Numbers vs the Numbers that Matter
  • Ray Lyons, Independent Consultant, Co-creator of the Library Journal’s Index of Public Library Services

3:00 pm Academic Libraries: From Student Success to Academic Library Outcomes

  • Sarah Murphy,  Professor & Coordinator of Assessment, The Ohio State University Libraries
  • Shanna E. Smith Jaggars, Director of Student Success Research, ODEE, The Ohio State University

3:30 pm Discussion and Closing

Martha Kyrillidou


Speaker Bios & Abstracts:

Lynn Silipigni Connaway, PhD, Senior Research Scientist, OCLC Research

“OCLC and Libraries: Sharing research, services, and resources”

Abstract: OCLC, a global library cooperative, began in 1967 as the Ohio College Library Center to create a cooperative computerized catalog system for Ohio libraries. OCLC began automated card production in 1971 at the time the shared cataloging system became available online. There currently are thousands of OCLC library members in more than 100 countries. In addition to cataloging and metadata services OCLC offers services for library management, resource sharing, discovery and syndication, digital collection management, and virtual reference. OCLC also supports a research division that is devoted to the investigation of new technologies and opportunities that offer innovative approaches to the design of library services and contribute to a better understanding of the information environment and user expectations and behaviors.

Lynn Silipigni Connaway, Ph.D., is a Senior Research Scientist at OCLC Research. She leads the User Studies Activities at OCLC Research and was the Chair of the ALA ACRL Value of Academic Libraries Committee and is the President-Elect 2016 for the Association for Information Science and Technology (ASIS&T). Lynn held the Chair of Excellence position at the Departmento de Biblioteconomía y Documentación at the Universidad Carlos III de Madrid and collaborated with the faculty on user-centered research. Dr. Connaway was a Visiting Researcher in the Department of Information Studies, University of Sheffield scholar and a Visiting Scholar at the Royal School of Library and Information Science, Copenhagen, Denmark. She has received research funding from the IMLS in the US and Jisc and the Arts and Humanities Research Council in the UK. She leads OCLC Research in the digital visitors and residents project and currently is the co-principal investigator of an IMLS-funded project with the University of Florida and Rutgers, The State University of New Jersey, to investigate how late primary, secondary, and community college STEM students judge credibility of digital resources in absence of human sources. Dr. Connaway is the co-author of the 4th and 5th editions of Basic Research Methods for Librarians and of the 6th edition, titled Research Methods in Library and Information Science, which will be available July 2016. She has authored numerous other publications and frequently is an international and national speaker on how individuals get their information and engage with technology and the assessment and development of user-centered library services. Prior to joining OCLC Research, she was the Vice-President of Research and Library Systems at NetLibrary, the director of the Library and Information Services Department at the University of Denver, and on the faculty of the Library and Informational Science program at the University of Missouri, Columbia. To find out more about Dr. Connaway, visit http://www.oclc.org/research/people/connaway.html.

Meghan Frazer, Manager, Member and User Services, OhioLINK

“Better together: assessing and communicating the value of consortial services”

Abstract:  OhioLINK is an academic library consortium with 121 member libraries from a wide variety of institutions, including large public universities, small liberal arts colleges, community colleges, seminaries, medical schools and law schools.  OhioLINK participation has saved millions of dollars across members, and allowed institutions to provide more of the best academic library resources to their students, faculty and staff.  In order to ensure continued support for this collaboration, OhioLINK and its member libraries must continually assess consortial services and communicate the value of participation to non-library stakeholders.  In this talk, Meghan Frazer of OhioLINK will share successful strategies from around the consortium.

Bio: Meghan Frazer is the Manager of Member and User Services at OhioLINK and is responsible for developing, maintaining, and assessing member and user services for OhioLINK. Frazer came to OhioLINK from the Knowlton School of Architecture at The Ohio State University, where she managed the digital library and archives.  Before attending library school, she studied computer science and worked in software development.  In 2011 Frazer was named as the first Rick Peterson Fellow, co-sponsored by the Council on Library and Information Resources (CLIR) / National Institute for Technology in Liberal Education (NTILE).

Anastasia Diamond-Ortiz, Director of Strategy and Innovation, Cleveland Public Library, Knowledge Office, 325 Superior Avenue, Cleveland, Ohio 44114

“The Numbers vs the Numbers that Matter”

Abstract: Public libraries across the country have always kept track of usage numbers but as the nature of library service changes it seems that the standard measurements don’t fit anymore.  Libraries are looking for more significant numbers that can not only demonstrate the impact of today’s public library but will inform decision-making about their future state. While the journey will be different for each library might there be ways to learn from other disciplines as we define what it means to be a responsive public library?

Alison Circle, Chief Experience Officer, Columbus Metropolitan Library

“Building a Customer First Philosophy”

Columbus Metropolitan Library has just rolled out a new Customer First Philosophy. Learn how it came to be and how it is taking CML to new levels of customer service. The CML strategic plan is available online.

Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. For 13 years she was National Marketing Director for Garrison Keillor and “A Prairie Home Companion.” Following that she was Creative Director and Account Director at Jack Morton Worldwide, a global branding agency. In 2004 she joined CML as Director of Marketing and Strategic Planning. In that capacity she rebranded the organization and won over 20 national and international awards for her work. In 2010 that work was recognized with the Library Journal’s Library of the Year and in 2011 she was named a Library Journal “Mover & Shaker.” She is an in-demand speaker on issues of libraries, customer experience and design. In 2012 she was promoted to Chief Customer Experience Officer where she serves on the Executive Leadership Team and oversees 23 library locations, Marketing and all programs and products.  She leads programming, experience and design for the library’s building program for 10 buildings, including the Main Library. Most recently she has launched a Customer First philosophy to lead CML to a new level of customer experience.

Ray Lyons, Independent Consultant, Co-author of the annual Library Journal Index of Public Library Services and author of the LIB(RARY) PERFORMANCE blog

Abstract:  The Library Journal Index of Public Library Services is an annual report-card rating system instituted in 2008 that ranks U.S. public libraries based on the services they deliver to their communities. The highest-ranked libraries are awarded 5-Star, 4-Star, and 3-Star designations. Goals for the design of the index were fairness, simplicity, ease of understanding, acknowledging strengths and weaknesses in any measurement endeavor, and encouragement of local use of library performance data. The presentation will provide an overview of index calculations, assumptions involved in its design, trends in the annual ratings, and responsible interpretation of ratings results.

Bio: Ray worked for 25 years in IT systems analysis and project management in library automation (Online Computer Library Center, Inc.), healthcare, and the newspaper industry. He earned an M.P.A. from the John Glenn College of Public Policy at The Ohio State University, with a specialty in quantitative methods, and M.L.S. from Kent State University School of Library & Information Science, where he received the Jesse H. Shera Award for scholarly writing. Ray has presented workshops on survey research, program evaluation, and data visualization at conferences convened by the Association of Research Libraries and the American Library Association Committee on Research and Statistics. His articles on library statistics have appeared in Public Library Quarterly, Library & Information Science Research, Evidence Based Library and Information Practice, Public Libraries, and Library Statistics for the 21st Century World (IFLA Pub 138). Since 2008 he has written a slew of essays on library statistics, measurement, survey research methods, quantitative analysis, and data visualization in his blog (link above). He is a founding member of the Ohio Program Evaluators’ Group (www.opeg.org), the oldest state-level professional association of program evaluators in the U.S. He works in statistical programming and healthcare records automation in Cleveland, Ohio.

Sarah Anne Murphy, Professor & Coordinator of Assessment, The Ohio State University Libraries

Sarah is Professor & Coordinator of Assessment at The Ohio State University Libraries. She is responsible for developing assessment frameworks for her organization, enabling her colleagues to tell their stories, and currently researches creating data visualizations to craft library impact narratives using Tableau.  She is one of the most talented Tableau users in the library community and has written about and given several workshops on Tableau,  including one through ARL.

Shanna E. Smith Jaggars, Director of Student Success Research, ODEE, The Ohio State University

Shanna E. Smith Jaggars has been the co-author of the national best seller on Redesigning America’s Community Colleges: A clearer path to student success.  She has recently assumed a new position at Ohio State and will share with us her wisdom regarding what we can do to ensure our students succeed.  Book description from Amazon: “In the United States, 1,200 community colleges enroll over ten million students each year―nearly half of the nation’s undergraduates. Yet fewer than 40 percent of entrants complete an undergraduate degree within six years. This fact has put pressure on community colleges to improve academic outcomes for their students. Redesigning America’s Community Colleges is a concise, evidence-based guide for educational leaders whose institutions typically receive short shrift in academic and policy discussions.”

Organized by  

Martha Kyrillidou, QualityMetrics LLC

School of Library and Information Science, Kent State University

State Library of Ohio

IFLA Statistics and Evaluation Committee

Quantitative and Qualitative Methods in Libraries (QQML)


Planning Committee:

Martha Kyrillidou, Chair

Principal, QualityMetrics LLC




Nancy Lensenmayer

Lecturer, SLIS, Kent State University




Miriam Matteson

Associate Professor, Kent State University




Rebecca B. Vargha

Head, Information and Library Science Library, SILS, University of North Carolina



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