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• Operation issues– duplication of services– duplication of service points– manual processes– outdated polices & procedures– not geared for global environment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

Information access & technology

• Authentication– EzyProxy

• Unified front end– Z39.50 products

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

Enhancing Service Delivery in a Distributed Library Environment• Issues to be resolved

– Implementation– Training– Organisational structure– Staff re-location