Prepared by Dr. Colleen Cook Dean, Texas A&M University Libraries and Michael Maciel

1. American Library Association Midwinter Conference 2008 Philadelphia, PA Prepared by Dr. Colleen Cook Dean, Texas A&M University Libraries and Michael Maciel Data Analyst, Texas A&M University Libraries

2. USER IDENTIFIED NEEDS Undergraduates • Library Website • Good place to study • Courteous and helpful service Graduates • Library Website • Print and electronic collections Faculty • Library Website • Print and electronic collections

3. YOU TOLD US, WE DID Affect of Service • Hours of Operation Increased: Library Annex – 24 Hours; 5 Days/Wk West Campus Library - 24 Hours; 5 Days/Wk Medical Sciences Library – Open until 1AM Sun – Thurs Cushing – Open until 7 PM Mon – Fri • Customer Service Culture at Service Desks

4. YOU TOLD US, WE DID Affect of Service • Reserves reorganized: Self-serve reserves 3 day turnaround on placing reserves ResDesk – Online resource enabling users to track items placed on reserve • SearchDesk – Online resource enabling users to track missing items • Evans Collection Shelf Reading Project Completed 2007

5. YOU TOLD US, WE DID Information Control • Increase in resources: 4% increase in Total Volumes Held 12% increase in eBooks 6% increase in online serials • Talent hired to reorganize & redesign Libraries’ websites • Digitizing of Maps and Microforms

6. YOU TOLD US, WE DID Information Control • Deliver eDocs & RAPID Electronic Delivery of ILL materials within a 24 hour period 94% fill rate • Improved Online Reference Support AskNow – online reference Subject Portals & RSS feeds

7. YOU TOLD US, WE DID Information Control • Purchase of Major Databases from: Alexander Street Press, ASM International, Elsevier, Gale, Proquest, SPIE, Wiley & Wilson • Purchase Special Research Collections Senator Phil Graham Papers Cervantes Project Collection Dawson French History/Literature Collection Mexican Colonial Imprint Collection Mexican Revolution Collection Entomology Collection

8. YOU TOLD US, WE DID Library as Place • Group Study Rooms Additional rooms added in the Evans, West Campus Library & Medical Science Library Branches On-demand check out system with restaurant-like pagers Computers installed in Group Study Rooms Creation of Individual Study Rooms

9. YOU TOLD US, WE DID Library as Place • Purchase of additional Laptops with On-demand check out system • In-Building Wireless system upgrade • Campus redesign to retain library parking

10. YOU TOLD US, WE DID Library as Place • Evans Improvements Consolidation of Reference Desks Study tables and carrels balance New microform readers/scanners • Medical Sciences Library Single Customer Service point Upgraded Education Center

11. YOU TOLD US, WE DID Library as Place • Policy Sciences and Economics Improvements Bookshelving reorganized Quiet Area and Soft Seating provided • West Campus Library Creation of Silent Study Area Patent & Trademark Office relocated Reference Area redesigned

12. HIGHEST PERCEIVED Undergraduates • Good place to study • Modern equipment to use • Courteous and helpful service Graduates • Courteous and helpful service • Electronic access to library resources Faculty • Courteous and helpful service • Electronic access to library resources

13. HIGHEST DESIRED Undergraduates • Good place to study • Modern equipment to use • Library Website • Electronic access to library resources Graduates • Print and electronic collections • Electronic access to library resources • Library Website Faculty • Print and electronic collections • Electronic access to library resources • Library Website

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