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Trends in service demand and delivery at Swinburne

Trends in service demand and delivery at Swinburne. Gary Hardy. A case study …. ARL Statistics. Total reference transactions. Yahoo!. Amazon. www. Google. Napster. Digital Camera. iPod. Social landscape. Note: M. Kyrillidou and M. Young. (2002).

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Trends in service demand and delivery at Swinburne

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  1. Trends in service demand and delivery at Swinburne Gary Hardy

  2. A case study …

  3. ARL Statistics Total reference transactions Yahoo! Amazon www Google Napster Digital Camera iPod Social landscape Note: M. Kyrillidou and M. Young. (2002). ARL Statistics 2000-01. Washington, DC: ARL, p.7. Association of Research Libraries www.arl.org

  4. Total circulation transactions ARL Statistics Yahoo! Amazon www Google Napster Digital Camera iPod Social landscape Note: M. Kyrillidou and M. Young. (2002). ARL Statistics 2000-01. Washington, DC: ARL, p.7. Association of Research Libraries www.arl.org

  5. Total Circulation Note. M. Kyrillidou and M. Young. (2005). ARL Statistics 2003-04. Washington, D.C.: ARL, p.6.

  6. Reference Transactions Note. M. Kyrillidou and M. Young. (2005). ARL Statistics 2003-04. Washington, D.C.: ARL, p.6.

  7. Swinburne experience

  8. Staff mediated … 36% of transactions

  9. Changes in document delivery …

  10. “Reference”?

  11. “Reference” –”Information Enquiries”

  12. What our users (seem to) want ….

  13. - better space … and more access to it • - more computers • - more books • - more online resources (?) • - better web and access

  14. Services … “operations” • Lending/circulation • Checkout • Checkin and reshelving • Equipment loans and management • Reserve • Online reserve • Service desk • Managing the client database

  15. More services • Reference • Liaison • Services to researchers/teachers • Reference desk • Library tours and orientation … • Information literacy … • Collection development • Technical help • Trouble shooting • Online learning environment

  16. Technical Services • Technical services • Acquisitions • Cataloguing • Periodicals/serials • End processing • Datasets / electronic services • Systems – the ILMS • Managing computers and printers

  17. Use after purchase of EBL & mono’s

  18. Other functions • Administration • Cash and payments • Recruitment and staffing processes • Managing casual staff • Staff development • Administrative support including ordering • Managing buildings and space • Planning

  19. New . . . • Marketing • International students – how to we manage them – and trans-national students too • Development/management of web information content • Management of websites • Creation & management of repositories • Understanding - Statistics and surveys and anthropologists … • Security 24/7

  20. If the space is what the users want …

  21. If the space is what the users want • What is the best staffing model to provide them with access to it? • Security Guard • Printer maintainer • IT help • Cleaner • Barista/

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