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Maximizing Library Services

Maximizing Library Services. Brent Ahlmann, Director Customer Services HK – IUG Annual Conference 8 December 2009. Presentation Topics. Changes in the Customer Services Department Going Beyond Implementation Services Special Services that Work for You Additional Resources CSDirect

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Maximizing Library Services

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  1. Maximizing Library Services Brent Ahlmann, Director Customer Services HK – IUG Annual Conference 8 December 2009

  2. Presentation Topics • Changes in the Customer Services Department • Going Beyond Implementation Services • Special Services that Work for You • Additional Resources • CSDirect • EncoreDirect

  3. Customer ServicEs Department

  4. New Director of CSD: Brent Ahlmann

  5. Department Focus • Initial and Ongoing Responsiveness • Backlog (open service request) Reduction • Clearly Defined Escalation Process • Enable our customers to let us know how to improve service delivery.

  6. Customer Services Help Desk • Staff Cross-Training • Support Focus on Priority and Stability • Frequent Maintenance Updates within Releases • Liaise with Programming on Bug Fixes • Global Access to Help Desk Specialists

  7. Results in 2009 • Reduced Open Calls by 40% • Same Day Calls Closure > 40% • 24 Hour Closure Rate 50%

  8. Release 2009A and Release 2009B • Release 2009A Available Now • Release 2009B Schedule: • Beta testing began 2 weeks ago • General Release January 2010 • Development Focused on Millennium • User Suggested Enhancements • New Features

  9. Going Beyond Implementation Services

  10. Your Staff: New and Expanding Roles • Self-Directed Learning – CSDirect Resources • Innovative University • Conferences and Workshops

  11. Online Resources

  12. Tutorials

  13. New Basic Millennium Tutorial

  14. Innovative University • Two-Hour Webinars • Flexible Scheduling • Topics in All Areas of Millennium • Interactive • New Skills • Brush-Up • Presented Live

  15. INNO-U Courses • Customizing Print Templates • Millennium Circulation Hold and Transit Slips • Millennium Acquisitions Purchase Orders and Serials Routing Slips • Millennium Create Lists Basics • Millennium Create Lists Advanced • Global Update Basics • Millennium Acquisitions EDIFACT Ordering and Invoicing • Millennium Acquisitions Fiscal Close Methods • Millennium Research Pro • Serials for Beginners: Check-In and Claiming • Setting up Millennium Z39.50 • Yearly Events in Acquisitions • Yearly Events in Circulation

  16. Innovative Trainers • Experts in Library Workflow • Highly Experienced • Customized Services • Independent Assessments • Succession Planning • Make Full Use of Your Staff and Software

  17. Consulting and Training Options • In Library • Web-Based • With a Group - Seminars and Workshops

  18. Workshops

  19. Implementation Services • Product Delivery and Launch • Installation as a First Step • Encore: Live in Two Hours from Kickoff • Content Pro: “Out of the Box” Implementation • ERM, PathfinderPro and Webbridge LR with On-Site Services • Maximizing Value for Staff and Software

  20. Streamlined Implementation Processes Easy 4-Step Process to Set up Encore

  21. ERM Implementation Services – Putting the Puzzle Together

  22. ERM: How We Do It • On-site Implementation Services • Identify and Load Resource records • Customize Resource records • Load Coverage Data • Display in WebPAC and Encore • Training for Ongoing Maintenance • License and Contact Information • Maintain Coverage • Usage Statistics and Cost Average

  23. Your Data • Customized to Your Needs • Live in WebPAC and Encore • Staff Trained and Feeling Successful • Project Complete

  24. Electronic Resource Management • “The trainer was able to walk us through the whole set-up to get us up and running, something that would have cost us much more in staff hours had we tried to do this ourselves.” • “During the Implementation, Innovative staff builds your necessary tables, templates, and SUSHI tools configurations. They even set up the wwwoptions for ERM records on WebOPAC.”

  25. Three days: Loaded, Customized, And Live

  26. PathfinderPro Implementation Services • Similar Implementation Model to ERM • Review Needs Prior to Library Visit • Two Days On Site • Review Recommendations • Customize • Finalize • Go Live • Staff Trained to Maintain

  27. Original “Out-of-the-box” Pathfinder

  28. Examples Customized

  29. Webbridge LR Services • Handled via Remote Services • Requires Less Staff Time • Implements all of the “pieces” to get up and running. • Innovative Configures • Same Goal – Live On Product

  30. Successful Product Launches

  31. Special Services

  32. Special Services Solutions • New Products or Technology • Enhance Your Staff Expertise • Save Staff Time • Bring in Experts to Work With Staff In Transition (New Staff, New Roles)

  33. WebOPAC Refresh Service

  34. Same Catalog 3 Weeks Later

  35. WebRefresh – Service that Extends Staff • Review of Existing Catalog • Gather input on Logos, Colors, Institution Guidelines/Style Sheets • Review Features Not Yet Implemented • Review and Adjust • Go Live With New Design

  36. Advice and Consultation: Personal Service Representative • Consultative Advisory Service • Knows your staff • Knows your needs • Knows your system • Helps you get best value from system • Single Escalation Point for Innovative • Particularly Useful for Complex and Unique Libraries

  37. Just Do It! Millennium Application Coordinator Services • Run your Millennium System • System Housekeeping • Enable Features • Software Upgrades • Short Term or On-going Library Staff Can Focus on Your Patrons or Other Priorities

  38. Sample 6 Month Service • Daily monitoring of backup & systems • Bi-weekly conference call • Opened & reviewed calls • Cleanup of obsolete logins & access • Liaison to Innovative • Requested changes to Request Rules & Suppress Rules • Display changes in staff Millennium • Coordinate software upgrade • Trouble-shooting and general questions • Launch new feature: Blanket PO’s • New logins for SelfCheck • Guidance to new Coordinator Completed in Only 5 Hours/Month

  39. More Examples • Location Code Redesign & Change • Data Mining and Statistics • On-going data loads from Book Vendor • Software Upgrades

  40. Millennium Application Services • Small Project vs. Big Project • One Time vs. On-going • If it’s in Millennium • If it can be done remotely We Can Do It!

  41. CSDirect 2009 Update

  42. CSDirect: Your Online Support Center Redesign launched in January 2009

  43. User-focused navigation Documentation can be searched or browsed by topic.

  44. Submit service requests Requests may be submitted in English, French, Spanish, Simplified Chinese or Traditional Chinese.

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