Talking of Many Things: Dashboards for Reference Services Decision Making

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 Michigan State University Libraries utilized data-influenced decision-making and dashboard design iterations to streamline reference staffing and adapt to evolving conditions over the course of three years. This required continuous communication between dashboard users and creators and constant iteration of visualizations and designs to ensure dashboards remained relevant and current. Limitations of a purely quantitative data-driven strategy are also discussed at the conclusion of the final year.