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  1. 6th Annual Hong Kong Innovative Users Group Meeting Lingnan University - December 9, 2005Automatic Generation of Circulation Notices/Reports: A New Knowledge Management ApproachLoletta Chan, Assistant Librarian (Circulation & ILL)Li Yiu On, Assistant Librarian (Systems) Hong Kong Baptist University Library

  2. Outline • Introduction • Reviewing current practices • Knowledge Management (KM) approach • Implementation of KM approach • Conclusion

  3. 1. Introduction

  4. Past Practices  CIR Staff  Email Notices • Notices without email addresses • Notices requiring special processing • Notices requiring a hard copy • Reports INNOPAC Mail Notices Library Patron Notices & Reports Acquisitions Section (ACQ), Chinese Medicine Library (CML) & Multimedia Learning Centre (MLC)

  5. Types of Circulation Notices & Reports • Notices - to remind patrons to return library materials or collect held items: • Reports - to various counter staff (CIR, CML & MLC) for the management of hold shelf: • HKALL paging slips & 5 related reports • Clear hold shelf report • View outstanding holds report

  6. 2. Reviewing Current Practices

  7. Why Review Current Practices? • Notices & reports generated by INNOPAC system: • Not fully automated • Require manual operation • Tedious • Routine operation: repetitive &time-consuming • Knowledge is kept in the head of this skilled staff, no information sharing • Mainly rely on a CIR staff’s skill & knowledge to print reports for various sections: CML & MLC Individual Knowledge, Tacit Knowledge

  8. Why Review Current Practices? • HKALL implementation (Sep 2005): more reports have to be generated every day • HKALL Paging Slips • List of PAGED TOO LONG items • List of RETURNED TOO LONG items • List of REQUESTED TOO LONG items • List of IN TRANSIT TOO LONG items • List of RECEIVED TOO LONG items • Limitations of MilCir Auto Notices W O R K L O A D

  9. MilCir Auto Notices

  10. Advantages of MilCir Auto Notices • New feature in Millennium Silver (2004) • Good graphical user-friendly interface • Able to save notice parameters & configure MilCir to generate email notices automatically • Able to specify different subject lines for different types of notices • Availability of pre-due date reminder

  11. Limitations of MilCir Auto Notices • Can’t print hard copy of notice for user who doesn’t have an email address • MilCir will save all these notices in one file • Format of the notices will be disorganized (broken into 2 pages) • A macro is needed to reformat and repaginate the notices to a desired format for printing

  12. Limitations of MilCir Auto Notices Disorganized notice Reformatted notice Gromit Chu 11 Tai Po Road, Tai Po, N.T. Gromit Chu 11 Tai Po Road, Tai Po, N.T.

  13. Limitations of MilCir Auto Notices • Can only support sending notices via email (e.g. recall notice) • Can’t handle notices that require library staff to add additional information before sending e.g. Lost book notice - ACQ staff to add the item replacement cost on the notice

  14. Limitations of MilCir Auto Notices • Run special command before generating notices • e.g. Run “Clear Hold Shelf” command before generating “Hold Pickup” notices • Circulation reports cannot be generated by MilCir Auto Notices • Clear Hold Shelf report • View Outstanding Holds report • 6 HKALL management reports

  15. 3. Knowledge Management (KM) Approach

  16. Given the above background, we tried to apply the principle of Knowledge Management (KM) to re-engineer the process of generating notices & reports

  17. What is Knowledge Management? • “A deliberate, systematic business optimization strategy that selects, distills, stores, organizes, packages, & communicates information essential to the business of a company that improves employee performance & corporate competitiveness.” (Bryan Bergeron) • KM is a systematic approach to manage intellectual asset (knowledge) that enhances organization performance & competitiveness

  18. Goals of our KM Approach • To enhance comprehension, awareness & understanding • To build corporate knowledge • To make the best use of existing knowledge • To define all steps & procedures clearly, thus information can easily be captured, stored & transmitted electronically Share Knowledge with Others

  19. System Requirements • Hardware: 1 – 2 PCs • Software: • INNOPAC System • MilCir Auto Notices • Related commands & printing functions • Macro Magic • Microsoft Windows Task Scheduler (MS Window components) • Microsoft Outlook (MS Office components) • Microsoft Word ** Many people think that KM must be associated with high-tech. This is not true. No high-end tools & special computer programs are required for this project. The investment cost is low.

  20. 2. Macro Magic Macro Magic website: http://www.iolo.com/mm/

  21. 2. Macro Magic • To automate command sequences for computer applications • Record multiple keyboard & mouse actions & then save them as a macro • When running the macro, these actions will be executed in a recorded sequence • Advantages: • Automated tasks are created without writing a single line of computer program code • Can be run by a computer layman • Allow automated tasks to be rapidly developed, easily modified & maintained at lower cost

  22. 3. Windows Task Scheduler • Free window program • To schedule when a macro to be run

  23. 4. Microsoft Outlook • To receive email notices & reports generated by INNOPAC system • Use Outlook macros • To organize & save emails into different folders • To forward emails for reformatting & printing

  24. 4. Implementation of KM Approach

  25. Types of Circulation Notices/Reports

  26. 1. Email Only (Pre-due date reminder) Email Auto Notices Library Patron

  27. 2. Email or Mail (Overdue notice)  Patron with email address Auto Notices Library Patron Patron without email address Mail     Task Scheduler Outlook

  28. 3. Email & Mail (Recall notice)  Patron with email address Auto Notices a Bcc. of email notices Patron without email address Library Patron b c Mail Outlook     Task Scheduler Outlook

  29. 4. Mail Requiring Special Processing (Lost book notice) Auto Notices Library Patron Mail  CIR Email ACQ    Email (Add replacement cost) Task Scheduler Outlook

  30.  Outlook 5. Reports (HKALL paging slips) CIR, CML   Task Scheduler  HKALL paging slips  INNOPAC

  31. New KM Approach : New Role     Task Scheduler Outlook INNOPAC Auto Notices Notices requiring special processing • Notices without email addresses • Notices requiring a hard copy Email notices Reports ACQ CIR, CML & MLC CIR Mail notices Library Patron

  32. Designated Work Schedule

  33. Advantages of KM Application in Notices/Reports Re-engineering • Cost-effectiveness • Save staff time & cost to generate some 15 types of notices & reports every day • Efficiency • Reports in appropriate formats (electronic and/or print) are directly sent to various sections for processing • e.g. Clear hold shelf report, HKALL paging slips  CIR & CML Paging slips for in-storage materials  CIR & MLC

  34. Advantages of KM Application in Notices/Reports Re-engineering • Systematization • Over 15 types of notices & reports are automatically generated in appropriate formats (electronic and/or print) for various sections’ staff • Steps, commands & procedures to generate notices & reports are designed in logical & systematic sequence e.g. clear hold shelf before generating hold pickup notice • Security • A backup copy of all notices & reports (email & print copy) is saved in computer

  35. Advantages of KM Application in Notices/Reports Re-engineering • Accuracy • All tedious & repetitive tasks are performed by computer automatically • No human intervention  No human mistake • Routine • All tasks are performed at a pre-designated day & time by computer • No delay is caused by human factors e.g. staff who take leave or work on night shift

  36. 5. Conclusion

  37. Past Practice vs. KM Approach

  38. Implementation of the KM Approach Re-engineer / Transform Knowledge Traditional Approach KM Approach

  39. Conclusion Through better management of knowledge, we can achieve 2 goals: • Better use in human resources (free from manual operation) • Deliver quality library services CEO of Hewlett Packard “Successful companies of the 21st century will be those who do the best job of capturing, storing, and leveraging what their employees know.” -- Ganesh Natarajan, p.6

  40. Acknowledgment Mr. Li Yiu On - Systems Mr. Yip Wing Chung – Systems Mr. Patrick Wong - Systems Miss Lydia So – Circulation & ILL Miss Karen Ng – Circulation & ILL Bibliography Bergeron, Bryan. Essentials of Knowledge Management. Hoboken, N.J. : J. Wiley, 2003. Natarajan, Ganesh. Knowledge Management : Enabling Business Growth. New Delhi : Tata McGraw-Hill, 2000.

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