2011 / 2012 ANNUAL REPORT Access: Digital Content and Discovery Study Spaces & Study Environment Innovation: Mobile Users Student Learning, Faculty Research Communication: Inspiring Awareness and Support External Stewardship: Building and Sharing Unique Collections Internal Stewardship: Increasing Capacity and Staff Development Looking Ahead: 2012-2013 Statistical Highlights, 2011-2012 Staff of Kennedy Library, June, 2012 Kennedy Library 2011-12 Annual Report 2 of 14 2011/2012 ANNUAL REPORT INTRODUCTION This was a year of exciting transition for the campus, with new leaders including Provost Kathleen Enz Finken arriving to take key campus positions; and with implementation beginning across Cal Poly for key themes that define the campus’ new strategic plan. For the library it was also a year of exciting transition, as Kennedy Library became part of the new organization, Information Services. In July 2011 Michael D. Miller stepped into a new role as Vice Provost for Information Services and CIO, and former Associate Dean Anna Gold became University Librarian. It was also a very productive year for the library, with significant achievements in facility redesign, as well as success in offering innovative new services, broad outreach to build cross-disciplinary community, and the successful completion of several key recruitments. 1. ACCESS: DIGITAL ACCESS TO CONTENT AND SERVICES Several accomplishments stand out that significantly enhanced access to digital content and services for all members of the Cal Poly community. First was the implementation in fall 2011 of a cross-database content discovery tool, “Find,” initially based on EBSCO’s index of cross-database content, and by spring 2012, enhanced with a more powerful Summon index licensed with other CSU libraries. The new “Find” tool provides a self-teaching interface that exposes users to the full range of content available from the library, without requiring users to choose between accessing books, articles, or other resource types. It also increases the discoverability of licensed digital academic content, increasing the return on our investment in these databases. The library plans to showcase this new tool on the home page in fall 2012. Second, we acquired significantly more high quality digital book content. Kennedy Library added access to more than 16,000 new academic ebooks through several major acquisitions, as ebook publishing and ebook reading both continued to develop rapidly this year. In spring 2012 we purchased over 8000 recent academic ebooks from Springer, in addition to 879 ebook titles from 66 university presses and scholarly publishers through Project Muse; and we also acquired 577 Kennedy Library 2011-12 Annual Report 3 of 14 CAB ebooks (books in all disciplines covered by CAFES programs and departments), and over 100 ebooks in clean technology and industrial engineering from CRC. Springer, Project Muse, and CAB ebooks are all DRM-free and can be accessed by unlimited simultaneous users. They offer an excellent and progressive model for convenient access to high quality monographic academic content. A third accomplishment in enhancing access to content was to take innovative approaches to resource sharing that will enhance access by leveraging the combined buying power of the CSU as well as the combined print collections the regional academic and research library community. IRA Director Tim Strawn played a leading role in coordinating the CSU-wide patron-driven­ acquisitions (PDA) pilot, an innovation in collaborative collection development that brought us new access to approximately 500 academic ebooks from multiple publishers, every title selected (and used) by multiple CSU library patrons. A third phase of the pilot will roll out in the fall, with CSU libraries to assess further interest in patron-driven acquisitions. Tim Strawn has also been leading Kennedy Library’s participation in the WEST (Western Regional Storage Trust) initiative. The first CSU library to join, Kennedy joined the initiative to support sharing the cost of archiving and preserving large print collections, ensuring that individual institutions can reclaim and repurpose space to meet evolving user needs. We purchased online access to the Chronicle of Higher Education, a core journal that serves the entire Cal Poly community; we also purchased new online access to a core scholarly index, Web of Science, from 1972-1981, increasing discoverability for over 5 million article citations in all fields of science. We had to defer our goal of adding better digital access to rich media this year due to lack of staffing, but will follow up in the coming year to study how best to provide the campus with access to digital images and digital films. 2. STUDY SPACES & STUDY ENVIRONMENT The library welcomed over 1.3 million visitors in 2011-2012. This was an overall increase of 3% since 2010-2011, and an increase of over 7% over last year, in use of the library’s expanded 24­ hour spaces. With generous support from LITAC member Peter B. Wiley, we carried out a major revitalization of the atrium in summer, a welcome sight for incoming students and faculty last fall. Improvements to the atrium were identified as a high student priority according to the 2010-2011 Student Library Advisory Council (SLAC) survey. New hardscape, landscape, furniture, and lighting resulted in an astounding increase in foot traffic and use in this area. The atrium rapidly became one of the most popular places in the library to hang out, relax, and study. Power and speed make for reliable, effective digital connectivity and they are essential to providing a productive student experience in the library. That’s why a high priority this year was to increase Kennedy Library 2011-12 Annual Report 4 of 14 the number of electrical outlets in the building to plug in and charge laptops and other mobile devices. Campus electricians added more than 1,100 outlets on the 3rd, 4th, and 5th floors of the library – a challenging goal that was accomplished by spring quarter’s finals week, Speed improvements were also achieved this year, as ITS contributed to library success by more than doubling the number of wireless access points in the building. This gave students outstanding wireless coverage throughout the building and met growing demand as we all go increasingly mobile. ITS also moved to a new wireless standard, resulting in a five-fold increase in network speed. In summer 2011 the library upgraded eight study rooms, replacing blackboards with whiteboards, adding electrical outlets, and installing 46” LCD displays in each space so that students can collaborate more effectively and practice presentations. Graduate student study spaces were significantly enhanced, through adding a new Quiet Graduate Study Room on the fourth floor, and upgrading the furnishings, power, and technology in both graduate study spaces. In spring quarter we also installed card swipe access on both grad study rooms to increase access and save students time. Computing and collaboration were enhanced this year as LIT, in partnership with ITS, replaced 94 public computers in the library, including computers in new locations on the 3rd, 4th, and 5th floors, as well as the brand new Data Studio. We also added eight 46” mobile LCD displays in 111H and the Data Studio, so that students can work collaboratively in small groups to share their work and easily share visually rich information. Two goals were deferred this year and will be addressed in the coming year. One was to expand the food service options available through Julian’s Café. Initial conversations took place with Cal Poly Corporation, and plans were developed to scope a facilities project to follow up, tentatively in summer 2013. This project will expand and improve the space available to Julian’s for hot food options and grab-and-go “real” food; as well as improve sound management and aesthetics, shifting towards a true “café” feel in the surrounding seating areas. Another deferred goal was to improve the Library Gallery mounting system to make it easier to display student artwork. Several options for mounting systems were explored and we’ve selected an approach to implement in the coming year. 3. INNOVATION: SUPPORTING THE MOBILE USER, DATA LITERACIES The library launched a simple, functional mobile library web presence in time for the fall quarter, leveraging the native mobile interface of the library’s new discovery tool. The mobile site also offered users a hand-held dynamic map of available computers in the building, by floor, detailing type of computer (Mac or PC), and identifying accessible computer stations. The library was also the first academic department to deploy digital signs connected to the campus emergency response system. Ten digital signs show available computers and the newly deployed computer reservation queue for the PolyConnect Lab, allowing students to reserve the next available computer. Kennedy Library 2011-12 Annual Report 5 of 14 We added 10 iPads to the list of technology items that can be checked out by students in the PolyConnect Lab, and they were checked out over 1300 times during the year. An iPad pilot team helped us share and test uses of this new mobile technology with the campus. Based on the team’s recommendations, we’ll be adding ten more iPads to the check-out pool this next year for a total of twenty, featuring a core set of academic and general applications. In addition, the library will refresh its offering of Kindle mobile e-reading devices next year, with updated Kindle devices that provide essential accessibility features. The library also continues to support full-featured mobile computing, lending 40 laptops through the Poly Connect Lab. Laptop checkouts continue to be extremely popular, accounting for more than 15% of all library checkouts. We also created an innovative new first floor collaborative space, the Data Studio, to foster crossdisciplinary collaboration and learning about data and GIS. A celebratory opening keynoted by NYT editor Quentin Hardy was held in April. The studio was made possible by gifts from library donors, which allowed us to transform what was previously a microform and map room into an exciting new space that supports data and GIS services. The Data Studio is equipped with highend computers and large dual displays designed to handle sophisticated data-visualization software. The resources in the studio support informal small group collaboration and visualization of data, and provide informal workshop space to support group discussion and small presentations. In May we launched a new series of “Data Talks” in the Data Studio, with MacKenzie Smith, incoming University Librarian at UC Davis, speaking on “Networked Papers in the Digital Age.” You can watch Hardy’s thought-provoking talk, and listen to Smith’s expert discussion via the library’s Out Loud blog. 4. STUDENT LEARNING, FACULTY RESEARCH One of our most innovative programs in support of first year student learning is our evolving peer student research assistance program, staffed by six highly qualified students who serve as LibRATs: Library Research Assistance Technicians. This year the LibRATs played a major part in helping the library reach hundreds of first year students in communications and writing courses in the General Education curriculum. In fall quarter, LibRATs led 40 instruction sessions (librarians led an additional 19), reaching a total of nearly 1300 first year students. This is well above the 550 students we were able to reach through 21 sessions in the previous fall (Fall 2010). Just as important, the LibRATs receive glowing reviews from students for their lively and useful presentations. Reference coordinator (and CLA College Librarian) Brett Bodemer presented an excellent summary of the Cal Poly LibRAT program in the context of other student-led reference and teaching programs, at the spring 2012 CARL conference, drawing considerable professional attention. With a full complement of college librarians on board by fall 2012, librarian-led instruction also reached new levels of impact, with over 10,000 students participating in library instruction throughout the year, compared with 7500 the previous year. New outreach in Special Collections Kennedy Library 2011-12 Annual Report 6 of 14 resulted in an even larger increase of 28% in class presentations over the previous year. A very exciting new development this year was the 1-unit pilot graduate student course in CAFES, a collaboration between Katherine O’Clair and CAFES Associate Dean Mark Shelton. Katherine served as the instructor of record for this introduction to graduate thesis research, designed to improve completion time and successful masters thesis research across all CAFES departments. Katherine is piloting a second version of the course next fall, offered at the 2-unit level. The library expanded its informal partnerships with cross-disciplinary programs in undergraduate teaching and learning, hosting the first full class of SUSTAIN SLO first-year students and providing a neutral, central meeting space for students and faculty in this innovative multi­ disciplinary undergraduate experience. In the spirit of partnership, Special Collections worked with a SUSTAIN SLO faculty member (Liz Schlemer) and an IME class during the winter quarter to evaluate Special Collections and University Archives spaces. The library also piloted a program of drop-in writing support with the Writing and Rhetoric Center, offering a convenient evening location for students to get help from their peers with writing assignments. Over 200 students took advantage of this opportunity each quarter (averaging 5 per night). Many of them might not have been able to take advantage of this support at the Center’s core location during regular business hours. DigitalCommons@CalPoly hit another milestone this year, reaching over two million total downloads (including over 1 million downloads this past fiscal year). The library’s digital archive of faculty and student research, continues to reach a growing global audience. Over 300 faculty and staff participate now in DigitalCommons by contributing documents from their research and teaching; in addition, DigitalCommons hosts approximately 25% of all completed senior projects, and all masters theses completed by Cal Poly graduate students. Over 17,000 items are now available through the site, including important historical campus collections such as Academic Senate documents (1965-2011), as well as the addition of several historical newsletters from eight academic departments, among them Architectural Engineering, Computer Science and Software Engineering, History, Kinesiology, Political Science, Statistics, Recreation Parks and Tourism and Women’s and Gender Studies. The library’s new student-friendly recreational reading collection, Good Reads, has been an outstanding success, with undergraduate student borrowing increasing to 42% of all use (compared with 20% for the legacy recreational collection). The library launched other new initiatives to encourage the reading and the love of books, using social media to promote book selection and engage student readers. One of our major goals in establishing this updated version of our traditional NYT best-seller collection was to provide books students love, and increase overall student borrowing of recreational books. We are following this success with a “Good Mags” project to update and streamline our current periodical offerings on the first floor to adapt to new reading tastes and practices. In addition, library’s Special Collections department launched a first-ever annual book collection competition this year, as part of the spring major exhibit celebrating the centennial of the Book Kennedy Library 2011-12 Annual Report 7 of 14 Club of California. We offered collection prizes to winners in student, faculty, and community categories. Student winners (grand prize and runners up) all received complementary memberships in the Book Club of California. 5. COMMUNICATION Last summer Karen Lauritsen joined the library in the new position of Communications and Public Programs coordinator. She led programs that included a fantastic year of public events and evolution in our use of social media, together with her colleagues Patrick Kammermeyer, Cate Trujillo, the LIT team, and a new “communicators” group in the library. This year’s public programs were well attended, amazingly various, and delightfully interactive. One event introduced tables of students, staff, and others to coffee cupping (with a community sister-event at Sallie Loo’s Café) and featured a fantastic presentation on all the globally complex events that bring a simple cup of coffee to the table. Another outstanding interactive event was DIY: Physical Computing at Play, in which our grand staircase was transformed into a giant game board, using 1200 feet of wire and 48 Internet-connected tin cans decorated with green and gold helium balloons (as featured on boingboing). A third highly attended interactive event was the Science Café featuring a noted hand-book binder, held in conjunction with this spring’s major exhibit featuring the Book Club of California. Throughout these and other events, including multiple Cal Poly Authors events, Karen and her team began to develop a lively social media presence, including the “Out Loud” blog, featuring podcasts and videos and sharing other informal stories from the Kennedy Library community. Online stories, time-lapse movies, and podcasts and videos also became part of the library’s 2011­ 2012 “Annual Publication,” for which Karen provided editorial and design direction. LIT’s contributions to library communications included providing both event support and multi­ media production, for more than 30 events, including thirteen videos and eight podcasts. Many events offered creative and technical challenges, including a Science Café involving streaming video, seven video cameras, and five video displays, with events taking place in several locations throughout the library. A climate of experimentation led to several equipment upgrades, including a new projection system, upgraded recording and sound systems, and theatrical drapes in the Café Corner. Catherine Trujillo, exhibits curator, led the library’s program of major exhibits. Both exhibits featured students and faculty at Cal Poly who provided exhibit and graphical design, journalistic input, logistical support, and in many cases the exceptional items actually on exhibit. The fall event featured student-built furniture entered in the annual Vellum competition; many pieces were selected for entry in further competition levels. The spring event featured items from the library’s Special Collections as well as student conceptual art, and an outstanding talk by a California print maker and author, Tom Killion. Kennedy Library 2011-12 Annual Report 8 of 14 The link between communications and the library’s major stakeholders was strengthened this year through the Student Library Advisory Council (SLAC). Two library faculty (Scaramozzino and Vestermark) served throughout the year as advisors and facilitators to SLAC, now in its third year. SLAC members conducted a valuable survey of student library use and preferred new services and programs. Survey results were shared widely via the library’s web site. They also reached out to President Armstrong and ASI President Kiyana Tabrizi, providing welcome input to the campus Student Success Fee initiative. Their ideas for improving the library environment continue to shape our decisions and improve communications with all Cal Poly students. 6. EXTERNAL STEWARDSHIP Special Collections and University Archives continued to build important relationships with potential donors of unique regional and cultural materials. Working with Professor Tom Trice and his Honors 470 class, the department supported the recording of exploratory oral histories with participants in regional farmers market. These will help shape the development of an extensive regional oral history program, complementing other resources including the newly acquired documentary history, including oral histories and transcripts, photographs, and other records of settlers and residents of the Carrizo Plain. Among the other notable acquisitions this year were Saratoga Foothill Club Julia Morgan Blueprints (MS 178), a gift of their Board of Directors to our permanent collection; and a deed of gift of the Jack Family Papers (MS 014); also organizational records of the Monday Club (MS 087). University Archives accepted records and ephemera from alumni; records of the Warren J. Baker Office of the President, in addition to several campus transfers. New guides created for unique collections this year included: Grace Barneberg Papers (full guide) Mark Mills Papers (full guide) Bliss and Faville Tear Sheets (full guide) Barton Collection (brief record) Mario Corbett Collection (full guide) Guadalupe Speaks Oral History Collection (brief record) San Luis Obispo Blueprints Collection (full guide drafted) Louis Family Papers (full guide drafted) Throughout the year, Special Collections staff met with potential donors, outside scholars and the community, and campus affiliates in their efforts to promote the department and the library. Presentations and special tours were offered to Friends of Hearst Castle (who received a tour of the Morgan archive); as well as to students in area (Paso Robles, Nipomo, and Arroyo Grande) schools. Relationships were cultivated with the Saratoga Foothill Club, and the California Central Coast Chapter of the Filipino American National Historical Society. The major spring exhibit celebrated the centennial of the San Francisco-based Book Club of California, with Pressing Forward: The Book Club of California at 100. Collaborators included faculty and students who visited and photographed distinguished book collectors from San Kennedy Library 2011-12 Annual Report 9 of 14 Francisco to Los Angeles. A talk and reception was well attended by 145 members of the campus and regional community. In collaboration with University Archives, DigitalCommons@CalPoly embarked on an ambitious project to digitize the complete collection of Cal Poly yearbooks, El Rodeo. El Rodeo years 1927–1962 are now digitized and available online, with the final 14 yearbooks to be prioritized for a Fall 2012 completion date. Orfalea College of Business continued their generous partnership with the library, co-sponsoring an outstanding “Pitch Perfect” student video competition with the personal touch of Dean Dave Christy adding some very special moments. Our communicators team, together with OCOB librarian Mark Bieraugel and the advancement staff at OCOB, created excitement through social media and excellent marketing. The winning videos provide an outstanding “pitch” in the student voice – so compelling that we’ve been pleased to learn they may be used in the President’s fall conference event. The “Get It Done” theme used in several student pitches has been echoed in the library’s marketing materials since last spring. At Dean Detweiler’s suggestion, the library also opened up courtesy library memberships to area teachers who host Cal Poly student teachers. The library continues to take advantage of opportunities to show area students (of all ages) how exciting it is to be in an atmosphere of dynamic, student-centered learning. There’s nothing like getting a message from a fourth grader saying that they can’t wait to go to college so they can study at Kennedy Library! In addition to generous gifts from Peter Wiley, which the library used to help create the innovative Data Studio and improve the environment for learning in the atrium, campus advancement experts also helped the library secure significant current and future gifts from other donors, among them Jim Sargen and the Stevenson family. 7. INTERNAL STEWARDSHIP Working with our partners in ITS, the library was able to enhance our computing infrastructure and achieve more security, reduce redundancy, consolidate file storage, and reduce hardware and support costs. Twenty-one library servers, including the server that runs our day-to-day business operations (the Innovative Millennium ILS), were moved to the “cloud” in ITS, resulting in immediate savings of more than $50,000/year and paving the way for future digital growth. Stewardship of our legacy print collections was also a major focus this year, as we adopted “documents without shelves” for federal government documents. We completed a transition from physical receipts to electronic-only receipts for all newly published documents across all agencies and subject areas. The outcome will be reduced labor in processing, handling and managing physical materials, faster cataloging for better access, and conversion of print editions of documents to digital versions. Critical print editions were re-cataloged for better discovery. In addition to streamlining workflows and enhancing access, this project is a critical first step towards a goal of opening up space for future group study areas on the third floor. Kennedy Library 2011-12 Annual Report 10 of 14 The library experienced continued staff coverage and turnover issues, and it is a great credit to the hard work and loyalty of many individuals that we were, despite these challenges, able to maintain our open hours at nights and on weekends, as well as managing (and improving) workflows in our collections areas. Recruitments begun in the previous year brought several new staff to the library, including: Karen Lauritsen (August), Mark Bieraugel (September), David Beales (October), and Sarah Cohen (June). With Marya Figueroa’s promotion to a new position in ITS, we enjoyed working with Doug Irion who temporarily supported our web efforts, and in July welcomed a new web designer, Conny Liegl. More recruiting is in our future, as we bade fond farewells this spring to two long-term, retiring Collection Management colleagues and friends, Gayle Chipman and Ruth Jordan. Our staff and faculty were active and successful in their professional and campus lives, and we are proud to have supported them in their accomplishments. Among their accomplishments this year have been the publication of numerous peer-reviewed articles and the delivery of many conference presentations. In addition, Tim Strawn received the ALA/ALCTS Esther J. Piercy Award; the library received several ALA awards for marketing materials; Marisa Ramirez became the co-editor and co-founder of a new, award winning open access journal, the Journal of Librarianship and Scholarly Communication (JLSC); Michele Wyngard received a travel award to support her professional development (and also received her MLS this year from SJSU!); Mark Bieraugel and Jesse Vestermark both were named “Outstanding Faculty Partner” by their respective residence halls, while Mark was also named “Overall Faculty Scholar of the Year”. And finally, Kristen Thorp and Michele Wyngard received the Judith Krug award (an ALA grant) to support the celebration of the 30th anniversary of Banned Books Week at Kennedy Library in 2012. 8. LOOKING AHEAD TO 2012-2013 While acknowledging an uncertain budget outcome for the CSU this fall, we anticipate working with a budget that has seen modest but greatly appreciated increases. This spring the library received an increase of over $26,000 from Cal Poly Plan funds, to help cover publisher inflation in critical digital resources, and to improve our course reserves services for students. In addition the library anticipates receiving a portion of the new Student Success Fee funds to help us strengthen campus access to new digital content. High level goals for the library in the coming year include consolidating and integrating our strategies to provide digital services, tools, access, and digitally-enhanced environments to help make our Cal Poly students among the best prepared in the nation to discover, use, and express themselves with digital information resources. Our areas of focus will include data services, support for digital archives and digital humanities, services to facilitate students and faculty in using and developing open content in learning and scholarship; and updating and streamlining the Kennedy Library 2011-12 Annual Report 11 of 14 functionality of all our digital interfaces (our web site and linked library interfaces such as DigitalCommons). Among our other goals are improving both the student and faculty experience of course reserves. We will renew our focus on support for faculty through outreach, faculty-focused services, and by working directly with faculty to help showcase their research. The College Librarian team has begun a comprehensive review of our instructional services as they map to the campus curriculum. We also will initiate a library-wide team to develop new strategies to support the campus initiatives that will build a more diverse and welcoming campus environment and support the global cultural competencies so important for tomorrow’s workforce. We look forward to a close working relationship with groups and experts in the Information Services units that support academic technology, campus technology infrastructure, and services that enable student learning. To guide our priorities and measure our contributions in the year ahead we have created a new assessment team that will work to review our current program of metrics and assessment data and recommend ways to both measure and communicate alignment between the library’s priorities and campus strategic themes. Finally, as we look ahead, we note that in many ways our students’ lives are changing faster than we are. Students and their teachers, mentors, and advocates will of necessity be our partners in understanding those changes. Together we will imagine and deliver continually evolving programs and services, while fostering a shared community that inspires and sustains them as they navigate these extraordinary times. Kennedy Library 2011-12 Annual Report 12 of 14 9. STATISTICAL HIGHLIGHTS Key Public Services Statistics, 2009-2012 2009-2010 2010-2011 2011-2012 change (1 yr) Main gate count 1,226,179 1,276,940 1,319,155 3% Late night gate count Regular checkouts and renewals Reserve checkouts Print reserve items Faculty with reserves Total items borrowed (ILS) Total items lent (ILS) Total Cal Poly users of ILS Total Service Point Questions Total Virtual Reference Total Expert Consults Instruction: courses supported Total presentations Total presentation participants Orientations - participants 46,418 104,781 40,839 1,676 572 21,182 18,361 28,456 12,029 3,488 1,580 151 325 8,988 671 47,830 98,780 41,258 1,828 576 24,222 22,006 29,705 10,438 966 1,119 181 321 7,501 440 50,955 91,049 42,789 1,829 596 23,517 21,379 28,045 12,930 1,894 1,125 186 365 8,696 1,167 7% -8% 4% 0% 3% -3% -3% -6% 24% 96% 1% 3% 14% 16% 165% Key Information Resources Statistics 2011-2012 Collections Management New print books purchased Total print books New ebooks added (incl. Springer, CABI, Project Muse) Total ebooks Print journal titles 4,278 632,790 16,610 23,005 313 Ejournals titles 55,940 Database searches (43 databases) Full text articles downloaded (32 databases) 1,193,647 Digital Commons Total downloads to date Masters theses and Senior projects downloads Total documents Increase in documents over 2010-2011 Gigabytes stored Special Collections and University Archives Class presentations Visitors Increase in visitors over 2010-2011 Extent of collections, linear feet Significant collections added Collections guides created Course catalog downloads Collection guides: number of times downloaded Kennedy Library 2011-12 Annual Report 2,117,091 2,254,496 112,000 17,007 64% 85 32 633 17% 4,919 7 8 5,321 15,911 13 of 14 Key Library Information Technology Statistics 2007-2012 Library web site hits Files stored (terabytes) Public computers in the library Number of laptop checkouts Public “PolyCard” pages printed University-scheduled classes (hours) University-scheduled events (hours) 2007-2008 594,597 3.1 245 12,150 227,912 1,943 797 Kennedy Library 2011-12 Annual Report 2008-2009 752,825 5.1 280 14,831 694,007 1,860 1,522 2009-2010 840,370 9.5 300 19,877 826,238 1,381 2,105 2010-2011 908,016 10 300 30,328 766,053 2,148 2,485 2011-2012 958,596 4.6 300 29,645 768,476 1,791 2,508 14 of 14