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Enhancing Service Delivery in a Distributed Library Environment. Graham Black Deputy University Librarian. Central Queensland University. Queensland Campuses Rockhampton, Mackay, Emerald, Gladstone, Bundaberg Australian International Campuses Brisbane, Sydney, Melbourne Overseas Campuses

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enhancing service delivery in a distributed library environment

Enhancing Service Delivery in a Distributed Library Environment

Graham Black

Deputy University Librarian

central queensland university
Central Queensland University
  • Queensland Campuses
    • Rockhampton, Mackay, Emerald, Gladstone, Bundaberg
  • Australian International Campuses
    • Brisbane, Sydney, Melbourne
  • Overseas Campuses
    • Hong Kong, Singapore, Fiji
central queensland university1
Central Queensland University
  • Facts & Figures
    • 14804 students
    • 3000 full-fee paying overseas and domestic students
    • 6677 distance education students
    • move to globalisation
central queensland university2
Central Queensland University
  • Delivery Modes
    • face to face
    • print based distance education
    • interactive video conferencing
    • online
cqu library
CQU Library
  • 1 main library at Rockhampton
  • 3 standalone libraries at Mackay, Gladstone & Bundaberg
  • Traditional library structure
  • Binary operation mode - on-campus or distance education
cqu library1
CQU Library
  • Operation issues
    • duplication of services
    • duplication of service points
    • manual processes
    • outdated polices & procedures
    • not geared for global environment
cqu library2
CQU Library
  • Client Services Review Task Force
    • To review public client services with a view to making them congruent with the future direction of the University
client services review task force
Client Services Review Task Force
  • Scenario model
    • SWOT
    • Environmental scan
    • Scenario
    • Critical success factors
    • Planning
    • Implementation
client services review task force1
Client Services Review Task Force
  • Swift Scenario
    • White throated needletailHirundapus caudacutus“Bulky, but as effectively streamlined as a bullet… powerful and exceptionally fast”
client services review task force2
Client Services Review Task Force
  • Planning groups
    • Information access & technology
    • Defining levels of service
    • Centralised enquiry service & client tracking
    • Information Literacy
information access technology
Information access & technology
  • Virtual Reference Desk
    • electronic submission
    • range of electronic resources
    • electronic mediated support
    • Action Remedy System
    • FAQ
information access technology1

Student or staff member

Controller

Supervisor of workflow

Web form –

email vrd-lib

Music

FLL

Engineering

Virtual Reference Desk/AR

Reference Librarian Pool

Technical queries

FLL

Biology

FLL

Arts

FLL

Business

FLL

Education

FLL

Health

FLL

Chemistry

FLL

Infomatics & Communication

Floating Licence

Information access & technology
information access technology2
Information access & technology
  • Authentication
    • EzyProxy
  • Unified front end
    • Z39.50 products
centralised enquiry service
Centralised Enquiry Service
  • Current situation
    • Circulations, reference & technical requests
    • Face to face, telephone, fax & email
    • Distance education requests
    • 6 telephone contact points
    • 5 person-to-person contact points
    • ? Email contact points
centralised enquiry service phone survey
Circulations

Book requests/status of requests

Catalogue info.e.g. availability of books

Fines/disputes/lost books

Holds/renewals

Who can borrow?

Reference

IT questions

Reference questions

Subject Search

Other

Reciprocal Borrowing

Wrong numbers/other

Opening hours

Passwords

Photocopying/photocopier inquiries

Centralised Enquiry ServicePhone survey
centralised enquiry service1
Centralised Enquiry Service
  • Phone Survey Results
    • Circulations = 47.28%
    • Reference = 9.94%
    • Other = 47.28%
centralised enquiry service2
Centralised Enquiry Service
  • Call Centre
    • reduced duplication,
    • more streamlined service
    • more consistency
    • extended hours of service
centralised enquiry service3
Centralised Enquiry Service
  • Call Centre
    • 1300
    • Auto Call Distribution System
    • Call centre at Rockhampton but pick-up points at Mackay, Gladstone & Bundaberg
centralised enquiry service call centre

Mackay local call area

MACKAY

All other calls from within Queensland and interstate.

Calls outside the local exchange districts of Mackay and Gladstone go directly to Rockhampton.

ROCKHAMPTON

GLADSTONE

Gladstone local call area

BUNDABERG

Bundaberg local call area

0741 STD Area

Centralised Enquiry ServiceCall Centre
centralised enquiry service4
Centralised Enquiry Service
  • Call Centre Implementation Issues
    • staff selection
    • training
    • documentation
    • structure
client tracking
Client Tracking
  • Use same system as VRD
  • Specifications
    • Search by client and/or request
    • Add/edit/delete new clients/requests
    • Forwarding & Aging mechanism
    • Escalation & progress monitoring
    • Invoicing,
    • Database interface
    • Site independent
enhancing service delivery in a distributed library environment1
Enhancing Service Delivery in a Distributed Library Environment
  • Issues to be resolved
    • Implementation
    • Training
    • Organisational structure
    • Staff re-location