Maureen Clements: Really appreciate everyone coming today to our success. Metrics actually versus success metrics and benchmarking uses and usage and adoption of Alma.
Maureen Clements: We're joined today by Claudia Bellby, who is the success the strategic customer success manager for Suny and for clarity. She's our success manager. So, Claudia, we really appreciate you coming and talking today about this. And I'm just gonna turn it right over to you.
Claudia Balby: Thank you so much. Michelle Maureen for the introduction, and yep, let's get started with this section, which is going to be all about metrics. But looking at usage and the adoption of Oma.
Claudia Balby: And in my second slide here on the left side, we have what I'm calling the blurb. I understand. This is what you had in your invite or on your calendars for the session. I wanted to connect back to that. Why, we are here today. We're here to talk about
Claudia Balby: usage and adoption data, how they can be employed to discover where your library is already utilizing Alma, the best you can to the Max, and where there may be opportunities to do things a little differently.
Claudia Balby: So on our agenda today, I'm gonna start with the why? The basic question, why, look into usage and adoption of software? What can you do with it?
Claudia Balby: Dan, I'm gonna tell you how we rest track usage in adoption. I'm going to show the key areas in all my and the key metrics that we in the customer success team, the custom, the team that I belong to. What are the key metrics that we look into? With our customers?
Claudia Balby: Then I wanna talk about self service benchmarking in Oma in this topic here, key areas. Up until this point in the presentation, I will be talking about what we actually do to track usage and adoption at our customers. Now.
Claudia Balby: in this item, self service benchmarking in Olma. I'm going to talk about options you have in the system in Oma to
Claudia Balby: do a little self service analyzing and comparison mostly of your library to other libraries. We are, of course, going to talk about which other libraries? What kind of comparison pool is that?
Claudia Balby: And lastly, we're going to talk about some follow up initiatives to this presentation coming from this, and initiative in particular, which is going to be a collab a joint effort with excellus.
Claudia Balby: So a little bit about me expanding a little bit on Maureen's introduction. This is me, Claudia Claudia Baldi. I'm the strategic customer success manager for Suny.
Claudia Balby: and I have more than 20 years experience with X libraries. So in this very long career, I've had all sorts of different jobs but they've always been with X libraries, either in training or in implementation or in consulting. And I've worked in the North America and the Latin American markets. Primarily
Claudia Balby: and currently I am a success manager for T accounts for Vip accounts in the North America Territory
Claudia Balby: for and I'm going to date myself by saying that
Claudia Balby: a long, long time ago. When Sunny Buffalo was implementing Alma. I was sorry. Not all, my Alice. I was an olive trainer for the Sunni Buffalo Project. So that's how far back I go. We're talking about some
Claudia Balby: 15 or 16 years ago.
Claudia Balby: So for Sony, specifically in the present. What I've been doing delivering this program that we call signature success since July of 22. And what is the program.
Claudia Balby: It's high patch post implementation. Attention. I never work. I no longer work with customers that are being implemented. I only work with customers. Post implementation.
Claudia Balby: And I'm with the customer for the entire life cycle for as long as they continue to be a customer of X livers. I'm working with them as a facilitator, as an advocate. In your interaction with the ex livers.
Claudia Balby: with Sunni I mostly work with Olis.
Claudia Balby: but this presentation is also a reach out to you member institutions. We are going to talk more about that later. In the presentation. But so far my work has been primarily with Maureen, and in more recent months with Michelle. As well.
Claudia Balby: what are the goals of this program to promote your satisfaction with the products to support you in realizing the value of this big investment that you make in our products and in value realization. The metrics. That I'm going to discuss today have a a key role to play.
Claudia Balby: And in helping you streamline efforts and activities. I am not the only X livers person that you interact with. By far
Claudia Balby: I am not support. I am
Claudia Balby: success. You know, a role that's focused on high touch, attention to your needs, whatever the needs may be.
Claudia Balby: to ensure your satisfaction with our products, and at the end of the day, to ensure that you renew the subscription, you have the power. Any ex liberal customer has the power to keep us in business
Claudia Balby: or to get us out of business. So this success function is very much focused on keeping the customer happy. So we can stay in business with you. And at the end of the day you are going to renew the subscription because you realize the value of the solution
Claudia Balby: now, moving into the key points in our presentation today, why do we look
Claudia Balby: into usage and adoption of software. First, maybe we have to define those terms. So these are definitions in the customer. Success field of practice. Which I must say it's it's a fairly new field
Claudia Balby: of professional practice. It's about 12 or 13 years old, this area of customer success. And why was it started in the sales industry and the software as a service industry which is highly dependent on the subscription model. So it was really started to ensure the the good health
Claudia Balby: and good relationships with the customer through the life cycle, so that the subscriptions are going to be renewed.
Claudia Balby: So usage and adoption are predictors of customer success.
Claudia Balby: usage. What is it? How frequently, or for what purposes, the softer is used? So how often, say Alma, for example, how often.
Claudia Balby: Is it being used for a
Claudia Balby: requesting from other libraries? For example, how frequently, or for what purposes? Which kind of translates into the manner in which the software is being consumed.
Claudia Balby: Now for adoption.
Claudia Balby: How fully utilized the software is
Claudia Balby: the extent to which the user has integrated the software into their work flow
Claudia Balby: and is able to leverage the software to achieve their outcomes. One example here could be
Claudia Balby: some function that can either be run manually or can be automated.
Claudia Balby: The question, the adoption question would be, Has the customer
Claudia Balby: automated the function?
Claudia Balby: If they have automated it, they are using it fully. If they're only using it manually, they're using it less fully. So that's the idea of adoption.
Claudia Balby: And we can look at tracking usage and adoption both from the library point of view, and from the vendor point of view, of course.
Claudia Balby: for the library, there's interest in looking into usage and adoption and benchmarking to maximize the return on investment who said, ex Liber's products are cheap. They are not. You pay a lot of money to use all primo and other products
Claudia Balby: so in order to maximize the return on investment ideally, you would be using the software to
Claudia Balby: the highest capacity to making use of the full power of the software
Claudia Balby: tracking, usage and adoption can also help a library reveal opportunities to streamline workflows. Maybe there's, you know, easier ways of doing things in the system. And you're not doing it the easier way you're following a more
a workflow with more steps. So tracking usage and adoption can reveal some opportunities to streamline things
Claudia Balby: as well as to maybe close knowledge gaps. Maybe function X is not being used because the staff doesn't know how to use it. So this would reveal an opportunity to close a knowledge gap.
Claudia Balby: It may also review opportunities to offer new services based on specific features. Feature
Claudia Balby: X is not being used. Maybe it could be used, and it would be an innovation. It would be a new service you could offer so far, when I'm looking at the library Pov for tracking usage and adoption. I'm I've been talking the library on to itself. The library, looking at itself.
Claudia Balby: however, usage and adoption can also be benchmarked
Claudia Balby: compared
Claudia Balby: other libraries, and when you do that you are acquiring information that gives you context
Claudia Balby: for planning and evaluation. Or if I wanted to be more precise here
Claudia Balby: by tracking usage and adoption data, you are acquiring information that helps you build context
Claudia Balby: for planning and evaluation actions that all from the library point of view. Now, from the vendor point of view.
Claudia Balby: number one is deliver on promises. We have to track usage and adoption because we are concerned that we deliver on the promises we made you when you bought our products.
Claudia Balby: and for us. It also reveals opportunities where we can improve. Maybe there's, you know, there's a feature we developed, and we put a lot of hope. On it. We thought it would be the, you know, the most fantastic
Claudia Balby: think. And then, by tracking usage and adoption, we realize. Hmm! It's not being that used this new feature. Where did we get it wrong?
Claudia Balby: You know it asks. It helps us ask
Claudia Balby: questions of ourselves and of the products.
Claudia Balby: So maybe people are not using this feature because the documentation is obscure
Claudia Balby: or because there's not enough training. They like training. We need to do better. With that. So it's also revealing of opportunities for us as well as opportunities to develop new features. Obviously, when we're thinking about developing new features, it's not only usage and adoption that we take into consideration.
Claudia Balby: We have many initiatives with the community, such as idea exchange and the entire nurse enhancement voting process that's run with Illuna, the North America users group.
Claudia Balby: We have all those community channels to get ideas to develop new features as well as the support channel. Right? what we see the patterns we see in the cases that we open that you open. But tracking usage and adoption is also
Claudia Balby: useful in
Claudia Balby: developing ideas for new things.
Claudia Balby: But again, you know, at the end of the day we track usage and adoption because we want to rethink you as our customers, you know, at the end of X, many years, the period of your subscription. We want you to renew and keep us in business. So tracking has a big role to playing that.
Claudia Balby: So I've been saying since the beginning, yes, we do track usage and adoption. So I'm gonna explain a little bit how we do it
Claudia Balby: first. I'm I'll be talking in this slide. I'll be talking about an internal process
Claudia Balby: that is, for internal use. So we have an internal process in place that builds a data warehouse with usage and adoption metrics from our entire customer base
Claudia Balby: for internal use.
Claudia Balby: So what is it? What is this process? It's an Etl job extract transform load. It's this Etl job that runs monthly
Claudia Balby: on all the data centers all the cloud data centers where we house Alma primo leganto esploreo, Rialto and Rapido meaning data centers where we house
Claudia Balby: the what we call the Higher Education Platform, Alma and all the other products that are based on the Oma Platform
Monthly.
Claudia Balby: The Ztl process is taking usage and adoption data from our entire customer base and feeding. This data warehouse
Claudia Balby: obviously, data are anonymized.
Claudia Balby: We we retain institution name. Of course, we know who we know who the customer institution is, but we don't know who the customer individual is. We're not tracking usage at that very granular level, very granular level to see if
Claudia Balby: person, A or person. B. How are they using the system? No, we would go absolutely crazy. If we did that, plus
Claudia Balby: data protection and privacy laws obviously do not allow us to do that. Data are anonymized. They are aggregated
Claudia Balby: and they are available to us staff via pre-built dashboards. and we can also do quering. It's oracle business intelligence. We can also do. querying of the database again, only to internal users
Claudia Balby: and why we do it. I've talked about it in the previous slide
Claudia Balby: to see how the product features are being used or are not being used and to help determine where we need to improve our game, where we might need to come up with additional training, additional development, and even additional marketing initiatives as well as to assess risk.
Claudia Balby: What kind of risk cancellation risk
Claudia Balby: the thing we don't want to happen. The thing we don't want you to do. We don't want you to cancel the subscription with us tracking usage and adoption data. They are projectors of cancellation risk.
Claudia Balby: So we track that through the entire customer life cycle. Because if there's risk of cancellation, we need to be proactive in addressing it. With the customer.
Claudia Balby: No?
Claudia Balby: What kind of benchmarky we do? We do compare.
Claudia Balby: an institution to other institutions, so our criteria for comparison are by size and by region
Claudia Balby: by size. I put the criteria here. There's 2 different criteria for size, either per users or per inventory, so number of staff users, and here you have the ranges from extra small to extra large
Claudia Balby: as well as per inventory number of bibliographic records from extra small to extra large
Claudia Balby: this data is collated. It's aggregated from the institution. So for somebody like you sooni, right we are what we call a consortia. You have a network zone. And you have
Claudia Balby: institution zones, multiple institution zones corresponding to the campuses. So for this data, of course, sooni would be totally be at the excel excel level.
Claudia Balby: considered as a a whole. But within the Sunni group there are institutions that would fall in other categories of small and medium for example, so we have the ability to look at it both ways in in the aggregate or per institution.
Claudia Balby: and
Claudia Balby: our benchmarking by region, our geographical benchmarking. It means
Claudia Balby: the region where X libraries keeps a data center.
Claudia Balby: In those regions are Asia Pacific, but not China.
Claudia Balby: Canada.
Claudia Balby: China. So China has a dedicated data center. And Canada also has a dedicated data center. Europe has a data center that covers Europe, the Middle East and Africa
Claudia Balby: and the data center for the Americas where you Sunni institutions are housed.
Claudia Balby: It also includes Latin American institutions. So when I'm looking at the Americas for these comparisons
Claudia Balby: out of the box. Canada is excluded because they are in a separate data center, but because we know that culturally, Canada libraries have many similarities with us
Claudia Balby: libraries if we're looking at the Us. For comparison for benchmarking. We also take a peek at Canada institutions, because things may be similar. But that's the meaning of geographical region. It's really according to the data centers that we have spread out through the globe.
Claudia Balby: Now.
Claudia Balby: we're doing all this effort of building this data warehouse us in customer success in this team that I belong to what?
Claudia Balby: Which one? Those which metrics do we actually look into? You know, there's there's a multitude of data in this data warehouse but us in customer success. We look specifically at 9 metrics
Claudia Balby: in my next slide. I'm gonna start talking about what these 9 metrics are. But we organized those metrics in 3
Claudia Balby: big areas
Claudia Balby: automate integrate
Claudia Balby: and analyze.
Claudia Balby: So what's the meaning of automate is whatever the customer is doing with the software to save time by replacing manual workflows with automated workflows with automated jobs.
Claudia Balby: What's the meaning of integrate
Claudia Balby: whatever the customer is doing with the software to streamline their operations and to make O. Ma an integral part of the it ecosystem for the institution by doing what?
Claudia Balby: By integrating Oma with third party systems, whether these are third party systems use by the library, gonna give you an example easy proxy. Whether that's a third party system used by the library.
Claudia Balby: or whether it's a third party system used by other departments in the university. I'm gonna give you an example. Finance finance software, such as peoplesoft or sap
Claudia Balby: or banner, right? So used by other departments in the university. But there are possible integrations between Alma and the university's finance system. So those are metrics that fall under the integrate area.
Claudia Balby: Now, under the analyze area.
Claudia Balby: Whatever the library is doing with the software to make data informed decisions by running reports on the library operation
Claudia Balby: and by using the reported evidence. The evidence in those reports
Claudia Balby: to set or to correct course, to make decisions which are informed by current performance as reviewed
Claudia Balby: in reports.
Claudia Balby: Now.
Claudia Balby: now, I'm going to start explaining under each area, what are the specific metrics that customer success looks into?
Claudia Balby: So, beginning with the automate area which is all about streamlining. We look into metrics related to the community zone, usage
Claudia Balby: to auto holdings, usage, and adoption into import profiles, usage and adoption. So here we start getting into the technicalities of specific alma functions that are highlighted in customer success as a predictors, as evidence of usage and adoption and potential predictors of risk.
Claudia Balby: If they're not being used community zone.
Claudia Balby: the percentage of electronic collections in the institution that are linked to the communities.
And why do we care? Why does this metric matters.
Claudia Balby: because the higher the percentage, the more the library is saving time by not having to create original metadata.
Claudia Balby: the more the libraries really taking advantage off the the
Claudia Balby: meta data that actually brings gets from the vendors, processes and makes available in the community zone.
Claudia Balby: We are fully aware that this never gets to 100%. This hardly ever gets to 100%, because some collections are managed locally by the institutions. And that's perfectly all right. But we do look into how many or how much I would say percent, I should say percentage right
Claudia Balby: another such metric auto holdings. What is this? There are 7 dedicated import profiles that can create holdings for eresources
Claudia Balby: automatically from data that the vendor supplies from kbarts.
Claudia Balby: kart files that vendors supply
Claudia Balby: those 7 dedicated profiles they work for elsewhere, for overt, for ebook, central
Claudia Balby: for Springer, for Wiley, for Taylor and Francis, and for Project Muse. So for all these vendors. It is possible to automate the process of creating holdings for their e resources. We know fully well
that
Claudia Balby: a library may not be interested in all 7, because they don't buy from all 7 vendors that we have developed this integration. But we look into whether this is being used, and with which
Claudia Balby: vendors, we are particularly interested in knowing that it is being used with ebook central, because ebook central is our product as well its proquest.
Claudia Balby: And because it's proquest it's clarivate. And if it's clarivate, it's us. It's related to Xlibris. So this metric matters because the more profiles in use. The more a library will be saving time by not needing to do all this manually.
Claudia Balby: We also look at the other import profiles. Not only this. Why?
Claudia Balby: Basically because they automate, they can automate operations in multiple areas. And they can run manually or automatically, which is really what we're looking for or run automatic run of the profile. It's the desirable situation or the desired scenario.
Claudia Balby: Why?
Claudia Balby: Because the more automated scheduled import profiles. A library has the last time the library is spending in repetitive tasks.
Claudia Balby: and also because scheduling an import profile indicates a level of trust in the process. If you automate a report, a a profile. It means you've tested it manually enough times that you know that it runs
Claudia Balby: fine.
You trust the process.
Claudia Balby: and you just let it run on its own, and you just check the report afterwards. So it is an indicator of a deeper adoption level.
Claudia Balby: So those are the 3 metrics that we track under the automate area. Now.
Maureen Clements: Claudia, there is a question from Susan Davis, from University of Buffalo. About the integration profile for Project News. She's wondering if you might know if that's just ebooks, or would that be journals and everything?
Claudia Balby: That is a very good question, Susan. Thank you. I don't know the answer, but I'm gonna check, and I'll get back to you via Maureen.
Claudia Balby: So let me make a note here. Project news ebooks.
or more
Maureen Clements: great. Thank you so much.
Claudia Balby: Thank you.
Claudia Balby: When we track Susan, we're only looking at the usage. We're not looking at that level of granularity. What for? You know we're just checking, is it being used or not? So I don't know the answer. But I'll I'll double check and get back to you
Claudia Balby: any other questions. Mauri?
Maureen Clements: No, but it does look like that. Michelle found some project muse auto load, Doc, so she just popped it into the chat. Oh, thank you, Michelle. Thank you.
Claudia Balby: All right. So now, talking about the metrics, we track under the integrate areas. We look into usage of apis of cloud apps.
Claudia Balby: And whether the institution has integrated Oma to their financial system.
Claudia Balby: So Apis, right
Claudia Balby: ex libris supplies Apis.
Claudia Balby: So this metric means, what's in the footnotes here? The use of X delivery supplied Apis to pass data in real time
Claudia Balby: to and from Alma and the other systems. So we look into number of Api executions. Why do we look it? Because Api's enable integration in real time? Right?
Claudia Balby: Therefore, if the integration is in place, it means library staff are doing work in less interfaces. They're basically staying in Oma and this potentially eliminates double entry, double data entry.
Claudia Balby: Also because Apis can support workflows that we place manual processes Apis. When well employed, they are a big time savers so helping a library do more with less
Claudia Balby: also because of the stickiness, in a sense, which is a word, that we use a lot in customer success. The more Apis are in use. The more Oma is a part of the University's, it ecosystem.
Claudia Balby: and that is a big deal, because libraries usually depend on it to integrate the X deliveries Apis to other systems. So if Apis integration Api integration is in place.
Claudia Balby: it may indicate there's good enough support
Claudia Balby: from it to the library, and there's no resistance from it
Claudia Balby: about integrating Oma with other university applications. So api usage and integration, it is also an indication of a a certain level of trust
Claudia Balby: on the part of it.
Claudia Balby: on what the library is doing in agreement in support to the library. From it.
Claudia Balby: So we look into how many apis and which Apis are being used?
Claudia Balby: Cloud apps that's another integration feature So
Claudia Balby: cloud apps they're not developed by ex libraries. They are developed by customers.
Claudia Balby: and they are made available to the whole community in the exile developer network. So these amazing customers that we have that develop Apis and decide to share. I'm sorry that develop cloud apps
Claudia Balby: using the tools we provide to develop cloud apps and they develop these apps and they share them with the community. Any other library
Claudia Balby: running Oma can deploy the cloud apps
Claudia Balby: that the Zaghar Library developed and made available in the developer's network.
Claudia Balby: So these apps what they can do.
Claudia Balby: they can add new features beyond the core functionality. They can integrate with other systems, or they can provide shortcuts easier ways to do things in a specific workflows
Claudia Balby: these cloud apps since we introduced them which was about 3 to 4 years ago.
Claudia Balby: they've been very well received by the community. There's a ton of community development of cloud apps. So we look into how many cloud apps are in use, and how many users are using cloud apps in the institution.
Claudia Balby: Why.
it's important.
Claudia Balby: because of similar advantages to Apis streamlining, simplifying processes.
Claudia Balby: The more cloud apps are in use, the more the customer is extending Alma
Claudia Balby: to suit their needs. But the beauty of cloud apps at is that they are simple enough, that can. They can be deployed without heavy involvement from it, and in that sense they are
Claudia Balby: different, and perhaps better than Apis.
Claudia Balby: Lastly, we look into financial systems. So yes or no. Whether the customer has integrated Oma with the institution's financial system, banner people soft. Whatever is in use
Claudia Balby: at any institution. Why does it matter? I've talked about it a little bit before, because it enables Staff to do work in less interfaces and to avoid double data entry.
Claudia Balby: financial systems are mission critical to the university. So if it agrees that Oma is integrated to the financial system.
Claudia Balby: it is very significant. It means that it is that supporting the libraries. Best use of Oma. It is not placing any barriers to the for the library to use Oma to the highest extent possible. It's it's a strong indicator of support
Claudia Balby: from it to the library and of support from the Finance department from the bursar offices to the library as well when they do not resist
Claudia Balby: this integration being put in place. And believe me, in this long career. Yes, I have seen cases where the integration was not implemented because finance resisted the idea.
Claudia Balby: Now, lastly, this is the last area the third one analyze. So we look into metrics for reports, for widgets and for the the library's use of counter in sushi.
Claudia Balby: So reports
Claudia Balby: right? This is both using reports that are provided out of the box
and the library developing new reports.
Claudia Balby: But we look specifically into scheduled reports, reports that are running automatically. And why?
Claudia Balby: Because the more reports the more users are scheduling reports, the less they are wasting time having to manually run reports so scheduled reports are an indicator of trust in the system. Trust in the process
Claudia Balby: now for widgets.
Claudia Balby: Widgets are small pains of information that are relevant. They are very context based. They are relevant to the operation that's being performed in that very moment.
Claudia Balby: So this metric looks into the use of widgets to display analytics, reports, percentage of users using widgets?
Claudia Balby: Why does it matter? Because widgets push data push relevant data to staff at the moment they are
Claudia Balby: doing an action performing an action in the system.
Claudia Balby: So they are saving staff. You don't have a staff time. You don't have to stop what you're doing to go look somewhere else or to run a report somewhere else. You're being fed provided context information that's relevant to what you're doing right now through a widget.
Claudia Balby: and lastly. counter in sushi, we look into the loading of counter reports to Oma. either automatically or manually.
Claudia Balby: Right can be done both ways in Oma. And of course we're looking into the more automatic loads the better, the more the higher percentage of reports being loaded automatically
Claudia Balby: rather than manually, the better.
Claudia Balby: because that again means the last time. The less effort the library is spending to make data based decisions about the collections, about the subscriptions.
Claudia Balby: So
Claudia Balby: that ends
Claudia Balby: my explanation about the metrics that we track in Axilibris customer success.
Claudia Balby: Now
Claudia Balby: going to start talking about self-service benchmarking in Oma. So I'm talking about a feature, an option in Oma.
Claudia Balby: It is an opt in meaning. You can use it or not.
Claudia Balby: But there's an area in Oma analytics. It's called the benchmark subject area of all my analytics
Claudia Balby: in that area. If you opt in to self service benchmarking, that area can be populated with data about your library compared to other libraries benchmarking.
Claudia Balby: So what is it?
Claudia Balby: This area, the benchmark subject area of all my analytics is about comparing your library to similar libraries on a number of kpis, a number of key performance indicators
Claudia Balby: for inventory, for acquisitions, for fulfillment specifically requests in loans
Claudia Balby: for resource, sharing specific but specifically borrowing and lending
Claudia Balby: info usage through counter reports.
Claudia Balby: Now, why would you be interested in opting in to this feature again? It's one more thing in Oma that can help you discover areas for process improvement, if there are any. Maybe you are
Claudia Balby: at a very good place. Maybe you compare extremely favorably to other similar libraries. Maybe there's nothing that needs improvement. But maybe there is. So these questions that I put here are some possible business questions that, looking into benchmark analytics could help answer. For example, what's the average time in my institution
Claudia Balby: from when an order is sent to the vendor until the e resource is activated?
How much do I take in my institution compared to other institutions?
Claudia Balby: What's the average time for
a hold request for a physical item to be processed?
Claudia Balby: Or to be fulfilled compared to other institutions?
Or what's the percentage of loans in my institution that we're returned late
Claudia Balby: compared to other institutions.
Claudia Balby: And again, I'm stressing the fact. Here. This is an option you don't need. You don't need to compare yourself to others if you don't want to. It's an option. But
Claudia Balby: you know, out of our customer base.
Claudia Balby: 57% of our customer base has opted in to benchmark analytics to having this area in noma analytics populated.
Claudia Balby: And you can see my graph here. Green is the Americas.
Claudia Balby: and purple is Europe. You can see those are the main users of benchmark analytics, the main geographical areas where customers are located that have opted in to benchmark analytics.
Claudia Balby: And it pretty much reflects the composition of our customer base. Our customer base is just like that, you know. Majority of all my institutions is located in the Americas, and the second runner is the Europe region. And here you also have can institutions in Canada. They have opted in in Asia, Pacific.
Claudia Balby: and us
Claudia Balby: a very tiny fraction. A very small number of institutions in China. They have. Opted in. And again, why is it broken down like that? Why isn't Canada included here? In the Americas. For the reasons that I explained in a previous slide.
Claudia Balby: this is divided according to the data center, we have a data center for the Americas. But we have a separate data center for Canada. That's why they're not together. And that's why, especially in customer success.
Claudia Balby: When we're benchmarking customers. We also in North America, in the Us. We also look at the Canada data. But anyway, 57% of the institutions have opted in. And that means, a little over 1,200 institutions
Claudia Balby: out off a little over 2,000 institutions in the benchmarking pool, and those are figures from December the most recent figures available to me.
Claudia Balby: Now, how do you do it? If you are interested in self service benchmarking, how do you opt in? And what happens after you opt in
Claudia Balby: first, you complete a profile here the profile is asking you about spend
Claudia Balby: about percentage of span for eresources, a percentage of span for physical materials. Student body size.
Claudia Balby: main source of funding primary areas of study that the library serves
and professional graduate schools. If the library serves any.
Claudia Balby: what do we do with this information? No, we are not using this information to send a request. Sales Rep to sell you more electronic content. We are not doing that. We are using the profile to allow you to filter by profile criteria. When you are benchmarking your library against other libraries.
Claudia Balby: I will explain that in my next slide.
Claudia Balby: But completing this profile is a prerequisite to opting in to self service, benchmarking.
Claudia Balby: What happens after you walked in. By all means, data are anonymized.
Claudia Balby: and I have linked to A. A. An FAQ. Document. Questions and answers the most common answers. People ask
data are anonymized.
Claudia Balby: Financial data are not exposed.
Claudia Balby: There are many answers there. Right now, I do not have the time to open this document and run through the questions in detail, but I'm sure many of the questions that may be running through your minds right now. How safe and I, if I opt into this.
Claudia Balby: how? How the privacy of my in institutions data is going to be preserved if I opt into this, those questions are answered in the document that I've linked here, and I'm obviously going to share this presentation with you.
But first and foremost data are anonymized.
Claudia Balby: When you look at your institution. Compared to others, the other institutions are not identified by their names, they get sequential numbers.
Claudia Balby: When I look at those reports, even I have no idea what the other institutions are, because it's aggregated. It's a pool and a a privacy is preserved.
Claudia Balby: Now, after you. Opt in first, the data are going to be anonymized, and then your benchmark subject areas in all my analytics will be populated with the data
Claudia Balby: now populating. This may take up to a month.
Claudia Balby: And why? So?
Claudia Balby: Because it's an Etl process. It's an extract transform load process. And that process runs once a month at the beginning of the month.
Claudia Balby: So if you opt in at the beginning of the month, or say if you opt in, rather, I should say, if you walked in at the end of the month. Chances are your area is going to be populated very quickly because the process the Etl process is going to run
Claudia Balby: at the beginning of the next month.
Claudia Balby: Now, if you opt in in the middle of the month, say in the second week, at the end of the second week of a month.
Claudia Balby: You are going to have to wait about another 2 weeks until the Etl process runs at the beginning of the month, so there is a delay, and it can take the Max delay. Maybe a whole month.
Claudia Balby: but your benchmark subject area will be populated with these data that allow you to compare your library performance to the performance of libraries that are similar to you.
Claudia Balby: So in general, your institution will be benchmarked against others of the same size and the same region. So here I'm linking back to my slide. 5. Remember my slide 5 where I had. Here we are.
Claudia Balby: So your library is going to be benchmarked by size and by region region
Claudia Balby: is the region where we have the data centers. Size is
Claudia Balby: for these user categories, right from extra small to extra large.
However.
Claudia Balby: however.
Claudia Balby: the filters that have the information that you add to the data sharing profile can also be used as a filter. You can select filters to reduce the benchmarking poll. So your library is compared to libraries that really look like you.
Claudia Balby: So by institution type, whether the comparison pool will be restricted to libraries that are consortium members like you are or not.
Claudia Balby: filter by main source of library funding filter by total annual spend.
Claudia Balby: for example, if you're looking into acquisitions performance, maybe you want the benchmarking pool to be filtered by people who spend about the same kind of money
Claudia Balby: that your library does.
Claudia Balby: You can also filter by size of the undergraduate student body and by year and month. So in the next slide
Claudia Balby: here we have an example of the KPI. Dashport from Exilever's documentation.
Claudia Balby: So see how, all of these can be filters. So I can filter the benchmarking pool by institution type. Do I want to compare myself to all types of institutions, or just to academic libraries, or just to government libraries, or just to special libraries? You know, filters by library type.
Claudia Balby: Do I want to compare myself only to libraries that are member of consortia, like I am, or
Claudia Balby: it doesn't matter.
Claudia Balby: And here filters by the main source of library funding, total spend total student party size. So we see in this example that was taken from documentation
Claudia Balby: that basically no filters were applied. And in the year month whoever ran these kpis they accepted the entire time range that was available. They did not filter by a specific time range.
Claudia Balby: Once you run your filters. You get these
Claudia Balby: right for specific indicators. So for example, number of late returns number of on time returns average days for a Po line, since a Po line is sent to the vendor until the item arrives.
Claudia Balby: and in the dial. The blue is me.
Claudia Balby: the blue is my institution, and the pink is the other institutions that I'm being compared to.
So, for example, here in number of late returns
Claudia Balby: in this dial. My library is doing well.
Claudia Balby: because I'm closer to the green area of the dial. Then the other libraries in the pool that I'm being compared to right. Lo! Lower percentage of late returns in my library, visa V in the other libraries that I'm being compared to
Claudia Balby: here in on time.
Claudia Balby: Excuse me on time returns.
Claudia Balby: You know me, the blue line and the other libraries I'm being compared to
Claudia Balby: close in in the same range, but it may not be the best range possible, because it's it's in the yellow part of the dial right
Claudia Balby: in here in this acquisition. Kpi. right.
Claudia Balby: I'm doing better. My library is doing better than the other libraries in the pool that I'm being compared to, because I'm in the green zone, whereas they are in the Red Zone. It takes less days
Claudia Balby: for an item to arising my library. Then it does for the libraries I'm being compared to.
So these are the tabs. Here.
Claudia Balby: They bring together
Claudia Balby: different metrics for electronic acquisitions, physical acquisitions, number of requests by month, loans by month.
inventory by month, inventory total and trends.
Claudia Balby: So you can look at your libraries performance for specific indicators over time. That's your friends. This example is from documentation. Now, on my next slide.
Claudia Balby: I have part of the Kpi dashboard
Claudia Balby: for one of the Sunni institutions that have opted in to benchmark analytics. We have 3 Sunnis that have opted in one is Broom Community college here.
Claudia Balby: and Stonybrook and Buffalo have also opted in.
Claudia Balby: You can see in the screenshot that I did not select any filters. So in this room is being compared, this libraries being compared at to a large pool of libraries
Claudia Balby: of the same size in in the same region.
Claudia Balby: Okay? And here we have the dials. The same thing. Blue is my library. Blue is me
Claudia Balby: think, are the other libraries. So in this metric this library is doing better than the comparison pool
Claudia Balby: in this other metric.
Claudia Balby: This library is also doing better than the comparison pool.
Claudia Balby: Now, here the library is.
Claudia Balby: The comparison. Pool is doing better in percentage of late returns than this library.
Claudia Balby: And the this library in percentage of on-time returns.
Claudia Balby: Yeah.
Claudia Balby: you know, neither are neither this library nor the libraries it's being comp compared to are in the best possible place, because they're not in the green zone, but you can see a slight differences here, and of course this is a screenshot. I'm not doing the live system because the connection for me working from home would be too slow to show in a presentation.
Claudia Balby: But when you hover over the data points you see little windows with explo. More explanation
on the data points.
Claudia Balby: Now, this function is very well documented. I have listed here more than listed. I'm linking here to all the documentation that we have. There's a best practice toolkit on self service benchmarking, which? Brings all the steps together.
Claudia Balby: There's the questions and answers document that I mentioned.
Claudia Balby: And in all my online help
Claudia Balby: there's a chapter describing the data sharing profile. And another chapter describing the benchmarking function as a whole.
Claudia Balby: There's also an overview presentation. If you click on this link.
Claudia Balby: the link will download a file to your computer. So you know, depending on how your computer is set up. You may or may not be able to get to the file here, or you're gonna have to complete some other step. But anyways everything is linked here.
Claudia Balby: and
Claudia Balby: I wanna talk about the follow up initiatives to this presentation. I will open for questions in a minute. This is my last slide, and I just wanna say the following.
Claudia Balby: for any institution. any Sunni school
Claudia Balby: that is interested.
Claudia Balby: We can provide a free one. We don't charge for this. It's not something that I'm selling.
Claudia Balby: We can provide a free, one-time report with the usage and adoption metrics for your institutions, the same metrics that I track
Claudia Balby: and customer's success, that we track
Claudia Balby: in the automate area in the integrate area in the analyze area. So each one of these links takes you back to the relevant slide. So one time free report. If you are interested, I can provide
Claudia Balby: a view of your institution, an overview of your institution. From these point of views. Looking at your institution according to these metrics.
Claudia Balby: what will be the time cut off?
Claudia Balby: I can provide data for the latest available month, the latest month that's available to me. So depending on when you ask, it may be the previous month, for example, right now the Etl. The Etl process
Claudia Balby: is probably running. As I speak, the process that populates the internal data warehouse. So right now, latest available month. Probably means January, because it runs at the end of at the beginning of the month.
Claudia Balby: So latest available month, and I can also supply data that compares
Claudia Balby: the library to the same month a year ago. So if we're gonna look into January 24, I can also provide in the same report the data for January 23. So you can look at the progression.
Claudia Balby: Your institution will be compared to others of the same size and region. As I've explained before.
Claudia Balby: This offer that I'm making does not require that you opt in to benchmark analytics. I won't be using the data in benchmark analytics. I'll be using the internal data that are available to me as an Excel employee.
Claudia Balby: I am making this offer as a way to reach out
Claudia Balby: to you member institutions, because so far, my relationship with Suny, and my service to Suny has been concentrated at the only level. Why meet with Maureen Monthly, for example, I'm looking for ways to reach out to the member institutions. So I'm making this offer through data.
Claudia Balby: It doesn't require that you opt in to benchmark analytics, however, because I work with Olis all the time. Yes, if you will. If you are interested in getting this report, I will share your report with Olis.
Claudia Balby: but
Claudia Balby: it will not be shared with other Sunni institutions. It will be your data delivered to you, and 2 Olis as well, because they need to be in in the loop.
Claudia Balby: but not with other Sunni institutions. So if you are interested in this.
Claudia Balby: always will collect institution names of those who are interested, email addresses that I should send the report to, and they will send everything to me. For processing. I do wish that. I do hope
Claudia Balby: that Sunni, institutions will be interested in taking this look
Claudia Balby: yourselves through the same metrics that actually uses to track your usage and adoption.
Claudia Balby: I also know, that Olis has
Claudia Balby: on their follow up initiatives which also have to do with data in which are placed in the larger context of celebrating the 5 years with Oma, a milestone that you gonna reach the summer.
Claudia Balby: It's 5 years. It's gonna be 5 years since you went live in Oma. But I'm gonna stop the presentation now, and I'm gonna ask whether there are any other questions in the chat.
Claudia Balby: And I expect Maureen and Michelle will have something to say about the other oldest initiatives.
Maureen Clements: Claudia. Thank you so much before we get to questions. I just wanna thank you, Claudia, for really putting this together and helping under us understand and ex and explain how the different analytics and benchmarking work. I think it's really great.
Maureen Clements: We do have a survey that Michelle put in the chat. So if you are interested in opting into the automate integrate and the the 3 pillars of
Maureen Clements: benchmarking. Please fill that out. And as Claudia said, we'll share that so, and we will include that in our posts when we do posts.
Maureen Clements: Okay, great Kathleen.
Kathleen O'Brien: Hi, Claudia! Thanks so much. This is really interesting. And I'm looking forward to seeing the reports you can provide us. I'm at the University of buffalo, and we are one of the 3 you mentioned that has
Kathleen O'Brien: opted in so far to benchmarking. But I have to say we haven't had a chance to do a lot of work with it yet.
Kathleen O'Brien: But one thing I had a question about the the counter. Reports that are available on through the benchmarking are all counter 4
Kathleen O'Brien: and Counter 5 has been in use for the last several years, so like our institution when we were you know, coming on board with Alma. We never bothered to upload counter for reports because of that change, so I'm wondering if you if there's a plan somewhere on the roadmap to change the benchmarking, to represent counter 5 reports that would be great.
Kathleen O'Brien: II don't know but I'm making a note, Kathleen, and I'll I'll follow up. Great! Thank you.
Kathleen O'Brien: I think, Kathleen, it might even be I just saw something go through on the er now this counter 5.1. Now, I think there's like, I don't think that's a huge change. But 4 to 5 was a really big change with entirely different apples to orange is kind of reporting, so we just didn't bother uploading both
Kathleen O'Brien: standard reports. So. But thank you.
Claudia Balby: Thank you.
Claudia Balby: Alright. So, taking a look at the chat
Claudia Balby: Holy Holy asking
Claudia Balby: Poly saying, she's not involved in managing normal but can a library get an audit of how well we are maximizing the system with recommendations for how we could improve. That's exactly what I want to deliver, Polly. I'll I will not only provide the data according to the 9 metrics that I expect
Claudia Balby: explained. But I will also provide recommendations based on on the data what the data reveal.
Claudia Balby: So, so to speak.
Claudia Balby: So that will be, I want to say, like a first approach, perhaps to an audit of how fully your library is utilizing the system. So
Claudia Balby: ask, you know, always has the survey right? They're gonna use the survey to collect the names of the institutions that are interested in this. So make make sure you answer the survey, and express your interest always will send all the names to me, and then I'll work
Claudia Balby: on creating the reports and the recommendations.
Claudia Balby: When? You know, you're not asking that question. But let me pre an
Claudia Balby: that when can I deliver the reports and recommendations.
Claudia Balby: It's really going to depend on how many institutions opt in. Right you are. I should not say opt in, because that's for benchmark analytics. How many institutions are interested in getting this report from me? You are a very large consortium, as you know.
Claudia Balby: If I get interest from all the institutions. It's gonna take a little longer, if only say, one third or one fourth of the institutions are interested, then it's gonna be faster. So it's really going to depend.
Maureen Clements: And, Claudia, I know that you had mentioned another initiative of data. You know, we were thinking about Olis. We really wanted to provide as many ways that you could sort of do a self check on W. How you're doing with Alma. So what we're gonna be doing. In addition to these benchmarking reports is, we will be sending out what we're calling a health checklist. And these were the original checklists that everyone filled out when they went live.
Maureen Clements: There was some health checklists from ex libress that says, How well you know. Do you know all the functions of the system. And we are taking that data, and we're allowing people to. We'll be sending out little surveys that they can reevaluate their usage and the functions, and that's strictly for your own institution and
Maureen Clements: and ways that we can potentially help with some training. So if we see a preponderance of folks who might have you might say. Oh, we don't really know how to do a certain function. We wanna gear some of our training towards those those functions. So those health checklists not only help the schools kind of reevaluate how they are, but they can help us pull us to so we can
Maureen Clements: do training. That's more targeted to what you need.
Maureen Clements: So that's gonna be coming in different increments. We've split that out into different functions because we didn't want to overwhelm people with too much. So I think our first checklist that's gonna be coming out will be resource management and that's about 6 or 7 questions, maybe a little more. I can't remember but
Maureen Clements: we'll be setting that out in the end of february the beginning of march lots of benchmarking and evaluations.
Claudia Balby: Yeah, so, you know with these initiatives.
Claudia Balby: mit ctl, and your library can be looked at from different angles. Right? What I'm offering is. Look at your library the same way. X likes customer success looks at it, meaning with the metrics that we track. What Maureen is mentioning is 140.
Claudia Balby: Look at your library, where you where 5 years ago, when you were implementing Oma, and where you are now, because Maureen is basically going to use the same question there
Claudia Balby: that X liberties applied 5 years ago before you went live.
Claudia Balby: So that's that's gonna be a super interesting comparison as well and as exile. I also have a stake in that comparison. I'm interested in the results because the results may reveal areas where ex deliveries, needs to work together with all this
Claudia Balby: in some things, whatever that may be right. But whatever we can do again to help you maximize usage and adoption of the system, because at the end of the day we need you to renew. We need you to keep us in business.
Claudia Balby: Right? That's what the whole game is about our perspective. And I. And I think, too, for us, it's we want you to be as satisfied with the system as possible. We we're gonna be with Alma. We're partners with ex labors for quite some time. So we really wanna
Maureen Clements: I know it's terrible joke there discovery layer cake. I saw the growth. But yeah, we really, you know, we wanna make sure that we're getting the the most out of it. And then you're getting most satisfaction out of it, and I think periodic evaluation and reassessment is really helpful towards that end.
Maureen Clements: And we might actually, you know, if, when when y'all went live. I mean, I wasn't with Suny at the time when you went live on Alma, but if you do have pictures of any cakes that you did have. And when you're celebrating Alma going live, we'd love to have those photos, and if you want to share them
Maureen Clements: wine even better.
Claudia Balby: careful, careful, Maureen, because that
Maureen Clements: may take, you know, create some kind of precedent that you're gonna have to top. What was the quality of that wine? Are you gonna serve same quality wine, or better?
Maureen Clements: Oh, that's wonderful. Well, thank you. So any other questions, just one final sort of go around for questions.
Maureen Clements: Alright, Claudia. Thank you so much. This has been incredibly wonderful session, really, really informative. And this is a great. I really appreciate you doing these reports for free for our school, so we can take advantage of of
Maureen Clements: this offer. Great!
Claudia Balby: Alright! My pleasure absolutely.