Post on 26-Dec-2015
transcript
Enhancing Service Delivery in a Distributed Library Environment
Graham Black
Deputy University Librarian
• Queensland Campuses– Rockhampton, Mackay, Emerald, Gladstone,
Bundaberg
• Australian International Campuses– Brisbane, Sydney, Melbourne
• Overseas Campuses– Hong Kong, Singapore, Fiji
Central Queensland University
Central Queensland University
• Facts & Figures– 14804 students– 3000 full-fee paying overseas and domestic
students– 6677 distance education students– move to globalisation
Central Queensland University
• Delivery Modes– face to face– print based distance education– interactive video conferencing– online
CQU Library
• 1 main library at Rockhampton
• 3 standalone libraries at Mackay, Gladstone & Bundaberg
• Traditional library structure
• Binary operation mode - on-campus or distance education
CQU Library
• Operation issues– duplication of services– duplication of service points– manual processes– outdated polices & procedures– not geared for global environment
CQU Library
• Client Services Review Task Force– To review public client services with a view to
making them congruent with the future direction of the University
Client Services Review Task Force
• Scenario model– SWOT– Environmental scan– Scenario– Critical success factors– Planning– Implementation
Client Services Review Task Force
• Swift Scenario– White throated needletail
Hirundapus caudacutus
“Bulky, but as effectively streamlined as a bullet… powerful and exceptionally fast”
Client Services Review Task Force
• Planning groups– Information access & technology– Defining levels of service– Centralised enquiry service & client tracking– Information Literacy
Information access & technology
• Virtual Reference Desk– electronic submission– range of electronic resources– electronic mediated support– Action Remedy System– FAQ
Information access & technologyStudent or staff member
Virtual Reference Desk/AR
ControllerSupervisor
of workflow
Reference Librarian Pool
FLLArts
FLLHealth
FLLEducation
FLLChemistry
FLLBusiness
FLLBiology
FLLEngineering
FLLInfomatics &
Communication
Web form – email vrd-lib
Floating Licence
Music
Technical queries
Centralised Enquiry Service
• Current situation– Circulations, reference & technical requests– Face to face, telephone, fax & email– Distance education requests– 6 telephone contact points– 5 person-to-person contact points– ? Email contact points
Centralised Enquiry ServicePhone survey
• Circulations– Book requests/status of
requests
– Catalogue info.e.g. availability of books
– Fines/disputes/lost books
– Holds/renewals
– Who can borrow?
• Reference– IT questions
– Reference questions
– Subject Search
• Other– Reciprocal Borrowing
– Wrong numbers/other
– Opening hours
– Passwords
– Photocopying/photocopier inquiries
Centralised Enquiry Service
• Phone Survey Results– Circulations = 47.28% – Reference = 9.94%– Other = 47.28%
Centralised Enquiry Service
• Call Centre– reduced duplication, – more streamlined service– more consistency– extended hours of service
Centralised Enquiry Service
• Call Centre– 1300– Auto Call Distribution System– Call centre at Rockhampton but pick-up points
at Mackay, Gladstone & Bundaberg
Centralised Enquiry ServiceCall Centre
Mackay local call area MACKAY
Calls outside the local exchange districts of Mackay and Gladstone
go directly to Rockhampton.
All other calls from within Queensland
and interstate.
ROCKHAMPTONGLADSTONE
Gladstone local call area BUNDABERG
Bundaberg local call area 0741 STD Area
Centralised Enquiry Service
• Call Centre Implementation Issues– staff selection – training– documentation– structure
Client Tracking• Use same system as VRD• Specifications
– Search by client and/or request– Add/edit/delete new clients/requests – Forwarding & Aging mechanism – Escalation & progress monitoring – Invoicing,– Database interface– Site independent