Adapting Statistics and Query-Tracking Tools for Reference Services: Nazarbayev University Library Case Study

Abstract

The purpose of this paper is to show how Nazarbayev University Library (NUL), a small-sized academic library located in Central Asia and operating in a nonwestern, post-Soviet environment uses software tools, specifically Gimlet, Reference Analytics and Query Spy, to gather statistics on reference interactions, both virtual and face-to-face, to drive decision making. The specific objectives are as follows: to describe how the above mentioned tools adapted to the local environment and needs of the Nazarbayev University Library; and, discuss if and how decision making in NUL can be improved using these tools as well as providing suggestions and recommendations for libraries in Central Asia thinking of adapting these tools to their needs. The authors believe that the topic of this article, specifically adapting technologies in libraries, is closely related to the themes of the conference, especially to trends and tools in academic library services.