2019 Charleston Library Conference

Visualizations and dashboards can be extremely valuable for decision-making. They reveal patterns and trends not otherwise evident when data is presented in numerical, tabular form. However continuous communication and iteration are needed to ensure dashboards remain relevant and current while serving managers’ needs.

Staffing challenges are well-documented in reference services, but the use of dashboards to support data-driven scheduling for in-person and virtual reference shifts are not often discussed. This poster examines how MSUL utilized data-influenced decision-making and dashboard design iterations to streamline reference staffing and adapt to evolving conditions over the course of three years. It illustrates the dynamic interaction of external context and internal factors that drive decision-making. The importance of flexibility and communication on the part of the manager and the analyst are highlighted. Limitations of a purely quantitative data-driven strategy are also revealed at the conclusion of the final year.