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Enhancing and managing responses to online queries and feedback

Enhancing and managing responses to online queries and feedback. Daisy Tyson Manager, Research & Learning Services Curtin University of Technology. Curtin University Library. Bentley. Kalgoorlie. Northam. Perth City. Other clients. Sydney. Malaysia. Singapore. Library Structure.

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Enhancing and managing responses to online queries and feedback

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  1. Enhancing and managing responses to online queries and feedback Daisy Tyson Manager, Research & Learning Services Curtin University of Technology

  2. Curtin University Library Bentley Kalgoorlie Northam Perth City

  3. Other clients Sydney Malaysia Singapore

  4. Library Structure Corporate Services CS University Librarian Resources & Access R&A Flexible Delivery & Lending Services FDLS Research & Learning Services RLS

  5. Reference services

  6. HP (Openview) Service Desk

  7. Query fulfilment process Request Or Feedback CLIENTS Service call Work order Service STAFF

  8. Development phase • Usernames & workgroups • Query follow up • Validation

  9. Implementationphase • Change in service name • Training

  10. Post Implementation issues • Connection dropouts • Editing Records • Closure Codes • System upgrade

  11. Future Improvements • Feedback & survey • Integration with SMS

  12. Curtin innovation

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