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Enhancing Service Delivery in a Distributed Library Environment

Enhancing Service Delivery in a Distributed Library Environment. Graham Black Deputy University Librarian. Central Queensland University. Queensland Campuses Rockhampton, Mackay, Emerald, Gladstone, Bundaberg Australian International Campuses Brisbane, Sydney, Melbourne Overseas Campuses

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Enhancing Service Delivery in a Distributed Library Environment

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  1. Enhancing Service Delivery in a Distributed Library Environment Graham Black Deputy University Librarian

  2. Central Queensland University • Queensland Campuses • Rockhampton, Mackay, Emerald, Gladstone, Bundaberg • Australian International Campuses • Brisbane, Sydney, Melbourne • Overseas Campuses • Hong Kong, Singapore, Fiji

  3. Central Queensland University • Facts & Figures • 14804 students • 3000 full-fee paying overseas and domestic students • 6677 distance education students • move to globalisation

  4. Central Queensland University • Delivery Modes • face to face • print based distance education • interactive video conferencing • online

  5. 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

  6. CQU Library • Operation issues • duplication of services • duplication of service points • manual processes • outdated polices & procedures • not geared for global environment

  7. 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

  8. Client Services Review Task Force • Scenario model • SWOT • Environmental scan • Scenario • Critical success factors • Planning • Implementation

  9. Client Services Review Task Force • Swift Scenario • White throated needletailHirundapus caudacutus“Bulky, but as effectively streamlined as a bullet… powerful and exceptionally fast”

  10. Client Services Review Task Force • Planning groups • Information access & technology • Defining levels of service • Centralised enquiry service & client tracking • Information Literacy

  11. Information access & technology • Virtual Reference Desk • electronic submission • range of electronic resources • electronic mediated support • Action Remedy System • FAQ

  12. Student or staff member Controller Supervisor of workflow Web form – email vrd-lib Music FLL Engineering Virtual Reference Desk/AR Reference Librarian Pool Technical queries FLL Biology FLL Arts FLL Business FLL Education FLL Health FLL Chemistry FLL Infomatics & Communication Floating Licence Information access & technology

  13. Information access & technology • Authentication • EzyProxy • Unified front end • Z39.50 products

  14. 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

  15. 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 ServicePhone survey

  16. Centralised Enquiry Service • Phone Survey Results • Circulations = 47.28% • Reference = 9.94% • Other = 47.28%

  17. Centralised Enquiry Service • Call Centre • reduced duplication, • more streamlined service • more consistency • extended hours of service

  18. Centralised Enquiry Service • Call Centre • 1300 • Auto Call Distribution System • Call centre at Rockhampton but pick-up points at Mackay, Gladstone & Bundaberg

  19. Mackay local call area MACKAY All other calls from within Queensland and interstate. Calls outside the local exchange districts of Mackay and Gladstone go directly to Rockhampton. ROCKHAMPTON GLADSTONE Gladstone local call area BUNDABERG Bundaberg local call area 0741 STD Area Centralised Enquiry ServiceCall Centre

  20. Centralised Enquiry Service • Call Centre Implementation Issues • staff selection • training • documentation • structure

  21. 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

  22. Enhancing Service Delivery in a Distributed Library Environment • Issues to be resolved • Implementation • Training • Organisational structure • Staff re-location

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