www.usq.edu.au/library

Clothes may disguise a fool, but his voice will give him away: The challenge of smart service delivery for off-campus clients

Deidre Lowe, A/Associate Librarian (Information Access)

Sandra Jeffries, Manager Client Services

September 2004

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Overview

Smart service model

- components

- application to USQ

DocEx implementation

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Smart Service?

Environment – understanding of features

Clients – understanding & meeting of needs

Resourcing – effective & sustainable in terms of staff/processes/systems

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Environment - Remote Learning & Teaching

Increasing reliance on technology – content, access, delivery, interaction

Increasing competition

Client demands for more flexible approaches

Hybrid delivery

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Clients

USQ Profile - 80% (20,000) off-campus students

Off-campus segment: 30% (6,000) off-shore 75% over 25 years of age > 50% rural/geographically isolated

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Client Surveys

2004 Library Services – focus groups & telephone interviews Rodski

2003 USQ’s e-Systems – focus groups & telephone

interviews

2002 Library Website – focus groups Rodski

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Wish List

Clear web pages Simple interfaces to databases Everything in one place eBooks for all texts & recommended readings Fast response times Human help Quotes not just references

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Resourcing

Staff – Off-Campus Services Section

Processes – Work process reviews

Systems - DocEx

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DocEx

VDX software Formerly known as “LIDDAS” Launched as “DocEx” at USQ USQ focussed on document delivery to off

campus students – not ILL initially Expansion will include ILL and federated

searching

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Key Benefits of DocEx

Authentication is tied to USQ LDAP system User database is easily populated and

updated from PeopleSoft It searches across USQ catalogue for easy

placement of pre-populated requests Active links to catalogued electronic

resources are displayed Students can track progress of their requests Scanned documents can be delivered online

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Demonstration

Microsoft PowerPoint Presentation

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Preliminary Outcomes

Accessibility of library materials is dramatically improved for off-campus users

Turnaround time shortened Look and feel of the system sits comfortably

with other Library systems Good uptake despite a “soft launch” approach

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Resourcing Issues

Significant learning curve for staff Challenges such as:

– differences between staff and student screens– system terminology– workflow changes– system problems

Highlights– automatic email notifications– scanning– user feedback

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User Feedback

New system “wonderful” Eliminates many steps Saves time Working beautifully Linking with catalogue “is beaut” “Absolutely brilliant” Scanned document received “immediately” “User-friendly and saves much typing”

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What We’ve Learned

The Good:– Sometimes a “leap of faith” pays dividends– Staff comfort levels evolve

The Bad:– No system is perfect– Dependent interoperability between systems can

make life very interesting The UGLY:

– Thorough project planning and testing is paramount in reducing everyone’s stress levels

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Future Plans

Rollout of ILL functionality (S1, 2005) Expansion to include sub-set of significant

electronic resources via federated search Willing to explore all options that will enable

us to work smarter and provide smarter systems with the ultimate goal of providing

Smart Service for our Clients