Tabatha Farney

1. Wireless Info
Network: HyattMR
Password: 1205LITA

2. DEVELOPING A WEB ANALYTICS STRATEGY
FOR YOUR LIBRARY:
USING DATA TO MEASURE SUCCESS
Tabatha Farney & Nina McHale
LITA Forum 2012
October 4-5
Columbus, Ohio #lita2012wa

3. Our Agenda: Day 1
• Introductions
• WA Limitations and Caveats
• Web analytics strategy: what is it, and how do I get one?
• Core Concepts:
• Basic Metrics
• Goals, KPIs, and Conversions
• Segmenting versus Filtering
• Benchmarking
• Event Tracking
• Know thy WA tool
• Homework Assignment

4. Our Agenda: Day 2
• Re-welcome/homework follow-up
• Understanding your Website: Taking Inventory
• Converting Purpose into Analytics goals
• Best practices: 5 (or probably more?) things to start doing
TODAY (like, literally, we mean here, now, TODAY! Well,
tomorrow if it’s still Thursday…)

5. Preconference Survey Results
• 21 responses
• 17 are using Google Analytics
• 5 have an existing web site strategy; several others have one in
the works
• How often everyone checks analytics:
• Never: 2 (and a lot of blanks…)
• Once or twice a month: 9
• Once in a blue moon: 7
• We’ll have a round robin session at the end of the second day
to answer all of the questions you shared with us (and any
others!)

6. Introductions
• Meet your neighbor! Introduce yourself, and ask the following
questions:
• Name, position, POW
• What are you currently doing with web analytics?
• What would you like to be doing with web analytics?
• Introduce your neighbor back to all of us

7. Web Analytics Strategy: I Want One!
• Google Analytics, or AWStats, or Piwik—or use of any of these
individual tools—is NOT a web analytics strategy.
• A monthly or quarterly report of visits and page views sent to
the director or the board is NOT a web analytics strategy.
A web analytics strategy is the structured process of
identifying and evaluating your key performance
indicators on the basis of an organization’s objectives
and website goals—the desired outcomes, or what you
want people to do on the website.

8. •Slideshare.net/ninermac

9. Some WA Limitations and Caveats, 1/2
• Avinash Kaushik: “It’s like reading tea leaves.”
• Issues surrounding the use of IP addresses as identifiers:
• Geographical location by ISPs (and DHCP)
• Library/campus network architecture (also including DHCP)
• Information about specific, individual users not available
• Privacy: while most tools don’t collect personally identifying
information (PII), it’s a good idea to have a policy and make a
statement to your users about what you’re collecting.
• Web analytics tools are designed with commercial sites in
mind; we’ll hit library-specific pitfalls to watch out for
throughout!

10. Some WA Limitations and Caveats, 2/2
• Different analytics tools will use different terms to describe
similar concepts (The Digital Analytics Association provides
“official” non-proprietary definitions—see “More Info” slide.)
• …but most importantly:
Don’t shy away from these limitations! Understand
them and explain them to others and make the best effort to
know what exactly web analytics can (and cannot)
reveal about the use of your site(s).

11. Before we get started…
• Log in to your web analytics tool, if you are able to access it,
AND
• Log in to this generic account Google Analytics account at
googleanalytics.com:
• user ID: litawa2012
• Password: wamonkey

12. Core Concepts and Metrics
• Visits vs. Unique Visits vs. Page Views
• Visitor Types: New and Returning
• User Technology
• Geographic Data
• Entry and Exit Pages
• Referral Sources
• Bounce Rate
• Engagement Metrics

13. Visits
• Visits are interactions on a website from an individual browser
over a specified period of time.
• Watch for typical patterns; what does a “normal” day or week
look like for your library?
• Are there typical heavy/light use days?
• Do busy hours mirror busy hours of the physical library?
• Is there an “after dinner” spike in evenings?
• Physical library analogy: gate counts (more on this shortly…)

14. Visitors
• Individuals who come to your web site(s) via a web browser.
• As we discussed earlier, no personally identifying information is
collected about visitors; data collected is largely anonymous.
• Physical library analogy: people who activate your gate by
passing through it.
Source: www.lib.uwaterloo.ca/newsitems/porter_security.html

15. Unique Visitors
• Unique visitors are visitors who are counted only once,
regardless of how many times they access your website in a
specific period of time.
• To determine unique visitors, your web analytics tool tracks all
your visitors by either tracking their IP address or installing a
cookie on a visitor’s computer the first time that person visits
your site.
• Back to our gate count analogy: a person would be a unique
visitor to a physical library if s/he were somehow “tagged” on
arrival for the first time today, and NOT counted when re-
entering on the same day.

16. Which to Use: Visitors or Unique Visitors?
• It depends: which metric you choose will depend on what
you’re trying to accomplish with your data
• Using “Unique Visitors” will likely give you a more accurate
count of “How many people?” are using your site
• Using “Visitors” will likely give you a higher count*
• Example: If you chose ALL visitors as a base metric for
conversions (more on those later!), you’ll get a more accurate
picture of total web site use; however, if you’re concerned
about success of individuals on given tasks, unique visitors
would be a better bet.
*Use for LibQUAL/board reports! ;)

17. Page Views
• Commonly referred to as “hits”
• The number of times that visitors access a single web page or
online document on your site.
• Analytics provides detailed information for every page that’s
tracked on your site (more about what’s tracked later…)
• This data is often the most-requested by non-IT colleagues
and/or web content creators
• The “Long tail” of library web site content:
• Home page always the highest hit
• Hours, databases, popular services, etc. in 2nd-5th place
• There is generally a sharp drop—the “long tail”—thereafter

18. Visitor type: New and Returning
• Visited are classified as “new” or “returning,” meaning, quite
simply, whether they have been to your site before or not.
• Neither new nor returning is more important or necessarily
better than the other; however, this metric is still useful for
tracking trends in use:
• A high percentage of new visits indicates that a site is having a great deal
of traffic driven to it, which is a positive.
• A high rate of returning visitors also indicates that library users are loyal
and frequently return to engage with web content, which is also
desirable.
• What are your new versus returning visitors numbers?

19. User Technology Information
• Browser and Operating System:
• Specific versions of browsers and OSs
• Screen resolution, screen colors, Flash versions, and Java support
• Network:
• Services provider
• Host name
• What are your top three OSs and browsers? Compare to two
years ago; what trends do you notice?

20. A Note about Mobile…
• It’s complicated…
• JavaScript support in mobile phone browsers historically spotty
• Service provider issues: 100% of Blackberry users are in NYC?!
• In October 2009, Google Analytics began providing two mobile-
specific metrics: “Overview” (i.e., the number of visitors using
mobile) and “Device.” What percent mobile are your users?
• While this may seem limited, these metrics can be combined
with others to yield a variety of useful information and reports
about mobile use of your site
• There are as yet no industry-specific guidelines about
measuring and analyzing mobile use.

21. Geographic Data
• This metric reports the physical location of your users.
(Everyone you ever show this to will love it!)
• Analytics tools determine geographical location for users by IP
address.
• Why is this problematic?
• Libraries tend to have a regional cluster around a campus or
within the city/county
• Academics: Do you have remote campuses/overseas students?
• Publics: Are there any interesting patterns across the city, county, or area
you serve?

22. Entry and Exit Pages
• Entry (or landing) and exit pages show how users move through
the Internet, arriving at and then departing from library sites.
• Entry=the first page a visitor comes to;
• Exit=the last page a visitor is on before leaving your site.
• Some notes about exit pages in a library web environment:
• Again, library web sites are directories to other sources
• While ecommerce sites might view exits as a failure, that’s not
necessarily the case with library sites
• We can gauge our success in directing our users to other library resources
by tracking outbound links—more on this later!

23. Referral Sources
• Shows you how your visitors became your visitors by reporting
the URLs of the sites they were on when they clicked to enter
your site
• Typical referrers for libraries:
• Catalog pages
• Scheduling software (Evanced)
• Subscribed content (article databases, Overdrive)
• Parent institutions (college, municipality/county)
• What are your top three referrers? Any surprises in the list?

24. Bounce Rate
• The percentage of visitors who “bounced” from, or left, the site
after viewing only a single page or who stayed on your site for
only a short period of time.
• A good bounce rate, per Avinash Kaushik, is less than 35%
• Library site bounce rates tend to be higher, partially because:
• Labs/commons areas that have home pages set as default in web
browsers can have a negative effect on bounce rates;
• Library sites, unlike ecommerce sites, typically WANT to send users to
other sites, like the catalog, databases, ebooks, electronic reserves.
• What’s your bounce rate? How has it changed in the past
year? If it has, can you think of reasons for the change?

25. Engagement Metrics
• Engagement metrics attempt to provide insight into how far
users are delving into your site
• Pages Per Visit
• The number of pages in your site viewed by a visitor during a single visit
• Visit Duration/Time on Site
• The length of time, typically expressed in minutes, that a visitor spends
on your site for a visit.
• While these are handy metrics, any serious qualitative inquiry
about your site should include usability testing with users.

26. Goals in WA Lingo
Goal [gohl]
noun
1. The anticipate result or objective; often used in planning and
development.
2. A web analytics metric called a conversion.
Conversion = A desired action on a site.

27. Conversion Types
Conversions can be anything, but most tools focus on:
1. URL Destination – Target end/exit page
2. Visit Duration – Length of stay
3. Pages per Visit – Site engagement
4. Event – Target action on site

28. Macro or Micro Conversions?
Macro Micro
Conversions = Conversions =
Measure the Measure the
primary purpose secondary
of the site. purposes of the
site.

29. Conversion Rate
Desired Action
Total Visits or Unique Visits = conversion rate
Conversion rates put desired actions in context!
They show the percentage of how often the desired action occurs.
Total Visits or Unique Visits Debate?
 Most of the time your tool already decides for you.

30. Goal Reports
Goal Reports = Conversion Reports
Goal Reports include:
• Total number of
conversions
• Conversion rate
• Assigned value amount
(optional)
• Abandonment rate
• Funnel (only for URL
Destination URLs)

31. Why Use Goal Reports?
Your tool does the tracking!
Unfortunately…
• Not all tools come with Goal Reports
• Goal Reports can be limiting – think outside the
conversion box

32. What about KPIs?
KPI = Key Performance Indicator
What do they do?
Measure outcomes based on your site’s objectives/goals
How do I implement them?
 Typically, you use conversion rates. So Goal Reports or
however you track conversions.
Remember KPIs will be unique to the site!

33. WA Advance Concepts: Segment or Filter?
• Why do either?
Helps focus on the data
that really matters.
Example: Removing staff
computers or focusing on
remote users.
• How do they differ?
• Filtering removes data
from the collection
process.
• Segmentation removes
unwanted data at the
report level.

34. WA Advance Concepts: Benchmarking
Benchmark = A measurement to compare change
Why Use Benchmarks?
• Gives you a target to reach
• Helps identify reachable goals
Two Types of Benchmarks
• Internal - compare with previous internal data
• External - compare with other similar websites
How to set?
• Internal - Use a comparable time range of data.
• External -Exchange data with similar libraries or use an outside service
(Alexa, Quantcast, Compete, Hitwise)

35. WA Advance Concepts: Event Tracking
Event = An action that does not generate a page view.
Events include:
• Interactions with Videos/Audio files Event Tracking is the process
of having your WA tool track
• Downloading documents (PDFs, anyone?)
identified events.
• Embedded widgets
• Outbound Links
• Many dynamic elements
Does your tool track events? <img src=“image_name.jpg" alt=“description"
onClick="_gaq.push(['_trackEvent',
• Need to track all your data!
'spotlight', 'click', 'Event']);"/>
How to Track Events?
• Typically have to add tracking code to the event

36. Break Time!

37. Activity! The Directions
• Form groups of 3-4 members
• Your group will assigned a scenario (coming on the next slide)
To finish this activity, be prepared to:
1. Come up with an answer the question/request for
data
2. Explain why/how your group came up with that
conclusion

38. Activity!
How would you answer these requests?
1. Reference librarians ask: “Where should we implement a chat
reference widget on the web site?”
2. Communications/marketing asks: “Is our Facebook presence
successful?”
3. The library director asks: “What are the busiest hours on our
web site?”
4. The web developers ask: “We want to develop a mobile app.
Which platform should we support?”
5. The Web Team asks: “Which pages on the site are the
poorest performing, and why?”

39. Understanding Your WA Tool
(The Day 1 Cool Down)

40. Know Thy WA Tool!
• Three types of tools
• Choosing the right tool
• Beyond Google Analytics: Crazy Egg & Piwik
• Finding documentation and getting help

41. Three Types of Web Analytic Tools
• Log file analyzers
• JavaScript taggers
• Web beacons

42. Log File Analyzers
• Software that is installed locally on the web server; it parses
and analyzes all of the log files and presents the data in more
intelligible reports
• The “original” old school web stats method!
• Examples: AWStats, Webalizer, FireStats
• Pros: local installation=more control; a better choice for
large/legacy websites that are not developed in a template or
CMS
• Cons: sometimes too much information; sometimes it’s not
possible or practical to get this level of access to a web server,
especially if your environment is shared; some products lacking
in modern features

43. JavaScript Taggers
• JavaScript tagging works by adding a small code snippet to
pages on your web site which then relays data about site use to
a reporting interface
• Examples: Google Analytics, Piwik
• Pros: can be hosted locally or remotely (GA); easily
incorporated to sites using templates or content management
systems (CMSs)
• Cons: does not work well as a complete mobile tracking
solution; special setup may be required for non-HTML
documents (i.e., PDFs or image files)

44. Google Analytics’ JavaScript Snippet
<script type="text/javascript”>
var _gaq = _gaq || [];
_gaq.push(['_setAccount', 'UA-3631620-5']);
_gaq.push(['_trackPageview']);
(function() {
var ga = document.createElement('script'); ga.type =
'text/javascript'; ga.async = true;
ga.src = ('https:' == document.location.protocol ? 'https://ssl' :
'http://www') + '.google-analytics.com/ga.js';
var s = document.getElementsByTagName('script')[0];
s.parentNode.insertBefore(ga, s);
})();
</script>

45. Web Beacons
• Web beacons work by placing a small, transparent 1-pixel
image on the individual pages on your site
• Many tools come with JavaScript and web beacon options
• Examples: Omniture, Catalyst, Bango Analytics
• Pros: great for mobile analytics or other situations where
JavaScript tagging methods do not work
• Cons: With the growth of JavaScript mobile browser support
and analytics tools, they are not as popular anymore

46. Choosing the Right Tool
• While Google Analytics has become a go-to due to ease of use
and low cost, there are many other options!
• The analytics police will not hunt you down if you use multiple
tools on one or more of your sites.
• An analytics tool that works well for one of your web sites
might not work well for another.
• Evaluate your needs:
• How/where is the data stored?
• Do you need to track outbound links?
• Do the reporting features meet your needs?
• What do you want to find out during usability testing?

47. Beyond GA: Crazy Egg
Vendor: Crazy Egg
URL: www.crazyegg.com
Pricing: Free trials are available for thirty days, after which
monthly subscription is required; basic, standard, plus, and pro
plans available, all under $100 per month.
Hosting: Remote and/or vendor only
Support: Help center, FAQ, email and phone
Open source: No
Type: JavaScript tagging
Features and suggested uses for libraries: Heat map, scroll
map, overlay, and “confetti” reports, all highly useful for
observing user behavior during the redesign process & beyond

48. Beyond GA: Piwik
Vendor: OpenX
URL: http://piwik.org/
Pricing: Free
Hosting: Local only
Support: Documentation, FAQs, blog, forum
Open source: Yes
Type: JavaScript tagging (but requires local download for data
storage)
Features and suggested uses for libraries: Touted as an open-
source response to Google Analytics; provides general-purpose
website data tracking and reporting; mobile app available

49. Getting Help-Google it!
• Official (and non-official) product documentation
• Blogs
• Ticketing/Bug tracking resources
• FAQs/Tutorials

50. Homework Assignment
How do you define
“success” for your website?

51. DEVELOPING A WEB ANALYTICS STRATEGY
FOR YOUR LIBRARY:
USING DATA TO MEASURE SUCCESS
Tabatha Farney & Nina McHale
October 4-5 2012
Columbus Ohio

52. Homework Follow Up
How do you define
“success” for your website?

53. Understanding Your Website

54. The Triforce of Understanding Your Site
Users
Site’s
Purpose
Organization
Content Goals

55. Where to Start?
Take Inventory of your Website
Identify the website and any related sites
Locate any related goals or strategic plan to site
Understand the site’s user groups
Do a content audit
Determine the purpose of the site (primary and secondary)

56. Inventory Process: ID the Related Sites
Example of related sites:
• Library catalog
• Databases
• Journal Search (Serials
Solutions)
• Prospector (cooperative
library catalog)
• ILLiad
• LibGuides
• Facebook
• Flickr
• University’s website

57. Inventory Process: Content Audit
Inventory of webpages + evaluation
= Content Audit

58. Approaching a Content Audit
• Create a list of content - all the webpages, documents,
and media (such as videos or audio files)
Most accurate count of content comes directly from the
web server
• Decide how you want to evaluate the content
Most measure basic usage of the page, but other factors
you may want to look at are:
• Last update to the content • Time on page
• Recent usage of the content • Landing page or not
• Bounce rate • Assigned content creator

59. Content Audit Example
Section of a Content Audit
Content Report : Aug. 2011 - July 2012
Page Pageviews % of Total Usage # of pages
Library Homepage 366,946 51% 1
Subject Database pages 117,893 16% 33
Database Index 41,372 6% 21
Databases A-Z pages 17,676 2% 22
Guides (index) 17,403 2% 1
VPN Page 15,515 2% 1
Library Hours 10,167 1% 1
Find (index) 6,381 1% 1
Colorado Statute page 5,511 1% 1

60. Inventory Process: Site Users
List your site’s intended users groups:
• Students?
• Faculty?
• Teenagers?
• Adults? Tip!
Many WA tools collect
• Parents? and report some
demographic data.
• Local community members?
Or consider surveying
• Non-English speaking? your population.
• Mobile users?

61. Inventory Process: Related Goals/Plans
Search for existing planning documents:
• Mission/Vision Statements
• Strategic Plans
• Organizational Goals
Example:
“The Library enhances our users' ability to access information and develop
critical research skills by creating…virtual pathways for them to interact with
Library resources and staff at the most opportune times in their learning
processes.” – Kraemer Family Library’s Mission Statement

62. Inventory Process: Purpose of Site
Why does that website exist?
This defines your website’s success.
Primary Purpose Secondary Purpose
 Main reason the website  Additional, but
was made supported, uses of the
site
 1 per site
 Can have more than 1

63. Finding a Purpose
I want my users to…
• To find the necessary
information
resources quickly
and efficiently.

64. Finding a Purpose con’t
It would be awesome if my users could…
• Find basic information about the library and library services
• Connect with a reference librarian.
• Discover library events and related library news.
• Renew their books online.
• Etc.

65. Inventory Process Wrap-Up
• Be prepared to repeat this process with all your web
presences
• Keep this process simple, but practical
• Be prepared to share
• Document and retain for future

66. Activity: Creating an Inventory for your Site

67. Break Time!

68. Converting Purpose into Website Goals

69. Goal Writing 101: SMART Goals*
S – Specific
Be clear and exact in what you want
M – Measurable
Set the benchmark
A – Achievable
Be realistic; you already know the site’s current performance
R – Result Based *Based on George Doran’s “There’s a
Outcome is relevant and necessary S.M.A.R.T Way to Write Management’s
Goals and Objectives” published in
T – Timed Management Review in 1971.
Setting a target date

70. Break It Down…
SMART Goal = Objective and KPI
Objective: Should be specific and relevant to the
website’s purpose.
• Typically, have at least one objective for each
identified purpose.
KPI: Measures the specific goal to show if the site is
successful in meeting this goal or not.
• Objectives can have multiple KPIs.

71. Objective Writing
Primary Purpose: To find the necessary information resources
quickly and efficiently.
Potential Objectives
Objective 1: Connect a majority of users that access the
library’s databases in quick and efficient manner.
Objective 2: Users can easily find the library catalog.
Tip: Focus on the major resources or
prioritize the ones you want to analyze.

72. Developing KPIs
Objective 1: Connect a majority of users that access the
library’s databases in quick and efficient manner.
KPI 1. 60% or more of the users that accessed a library
database did so in three or fewer clicks on the site.
KPI 2. Over half the visitors are able to find a library
database in less than minute from entering the site.

73. Power of Conversions
KPI 1. 60% or more of the users that accessed a library
database did so in three or fewer clicks on the site.
Goal Type: URL Destination or Event
+
Advanced Segment: 3 clicks or less
=
Answer!

74. Power of Conversions con’t
KPI 2. Over half the visitors are able to find a library
database in less than minute from entering the site.
Goal Type: URL Destination or Event
+
Advanced Segment: 3 clicks or less
=
Answer!

75. Another Example
Secondary Purpose: Connect with a reference librarian.
Objective 1: Increase visitor use of online reference services.
KPI 1: Increase the number of online chats by 10% in the Fall
2012 semester.
KPI 2: Increase the number of submitted email reference
forms by 5% in the Fall 2012 semester.

76. Objectives and KPI Dos and Don’ts
DO DON’T
Ensure each identified  Go overboard on the object
purpose should have at least and KPI creation
one objective and KPI
 Focus on minute details –
 Make objectives and KPIs objectives should always tie
relevant to the library into the library’s “big picture”
 Use conversions (Goal Report  Forget to segment reports as
feature) necessary

77. Activity: Creating an Objective and KPIs

78. 5 Things to Start Doing NOW
• Sharing is caring: educate your colleagues
• When to pull and analyze data: set a schedule
• Test, analyze, edit, repeat: usability and analytics
• Measure ALL of your content: segmenting user groups, tracking
outbound links,
• Monitor ALL of your users

79. Sharing is Caring
• Don’t wait to be asked for statistics; launch a WA education
campaign at your library!
• Who needs/would benefit from access, and to what? (Do they
know that they can have it? Can you customize access to
something that would be helpful for them?)
• Contact different departments, committees, working groups,
etc., and:
• Show ‘em what your tool can do, and then ask them what they’d like to
know to help them perform their own job duties
• Set up automated reporting features to deliver them exactly the numbers
they need, when they need it

80. Data Sharing Best Practices
• Keep it simple: approach it at their level
• Keep it clean: overly complicated charts are not the way to go
• Put data into context: what does 10,000 visits really mean? Is
that number good or bad?
• Suggest actions based on the data: move them past the “so
what?”
• Be prepared to promote your WA cause!

81. Establishing a Schedule
• Don’t be a setter-and-forgetter! Put a reminder in Outlook!
• Actively report out on a regular basis:
• Monthly: Report out on an IT/departmental level (including content
providers in other departments) a given set of metrics
• Quarterly: Report out on general trends that would be of interest across
the entire range of staff on an organizational level
• Some specific activities might require checking at different
intervals:
• Check on your goals at least quarterly
• Check custom reports like 404 errors more regularly

82. Test, Analyze, Edit, Repeat
• Make specific goals/KPIs to monitor for major changes to the
website.
• Benchmark and compare data from before and after the
changes.
• During major usability/redevelopment projects, use specialized
tools that track user behavior to make sure that the changes
you’re making provide a positive user experience.

83. Measure ALL of Your Web Content
• If your web analytics tools doesn’t track outbound links out-of-
the-box (Google Analytics doesn’t!) set up outbound tracking
on your other library resources
• Example: how are users getting to your subscription article databases?
• Make sure you’re gathering data from all web presences: the
OPAC, LibGuides, blogs, etc.
• Multi-site tracking: cross-domain

84. Monitor ALL of Your Users
• Keep an eye on mobile trends
• Set up a “top mobile content” report
• Segment/filter different groups:
• On campus versus off campus use
• Staff versus public use

85. Q&A, Wrap-Up

86. More Info…
• Avinash Kaushik:
• Web Analytics: An Hour a Day
• Web Analytics 2.0: The Art of Online Accountability and Science of
Customer Centricity
• Digital Analytics Association: www.digitalanalyticsassociation.org
• GA Conversion University (tutorials)
• Kate Marek: Web Analytics in the Library, ALA TechSource
• Coming soon! Farney & McHale, LITA Guide: Web Analytics
Strategies for Information Professionals

87. Contact Info
Tabatha Farney Nina McHale
Assistant Professor, Web Assistant Systems
Services Librarian Administrator
University of Colorado Arapahoe Library District
Colorado Springs @ninermac
tfarney@uccs.edu ninermac.net/contact