Deidre Lowe, A/Associate Librarian (Information Access) Sandra Jeffries, Manager Client Services
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Transcript of Deidre Lowe, A/Associate Librarian (Information Access) Sandra Jeffries, Manager Client Services
www.usq.edu.au/library
Clothes may disguise a fool, but his voice will give him away: The challenge of smart service delivery for off-campus clients
Deidre Lowe, A/Associate Librarian (Information Access)
Sandra Jeffries, Manager Client Services
September 2004
www.usq.edu.au/library
Overview
Smart service model
- components
- application to USQ
DocEx implementation
www.usq.edu.au/library
Smart Service?
Environment – understanding of features
Clients – understanding & meeting of needs
Resourcing – effective & sustainable in terms of staff/processes/systems
www.usq.edu.au/library
Environment - Remote Learning & Teaching
Increasing reliance on technology – content, access, delivery, interaction
Increasing competition
Client demands for more flexible approaches
Hybrid delivery
www.usq.edu.au/library
Clients
USQ Profile - 80% (20,000) off-campus students
Off-campus segment: 30% (6,000) off-shore 75% over 25 years of age > 50% rural/geographically isolated
www.usq.edu.au/library
Client Surveys
2004 Library Services – focus groups & telephone interviews Rodski
2003 USQ’s e-Systems – focus groups & telephone
interviews
2002 Library Website – focus groups Rodski
www.usq.edu.au/library
Wish List
Clear web pages Simple interfaces to databases Everything in one place eBooks for all texts & recommended readings Fast response times Human help Quotes not just references
www.usq.edu.au/library
Resourcing
Staff – Off-Campus Services Section
Processes – Work process reviews
Systems - DocEx
www.usq.edu.au/library
DocEx
VDX software Formerly known as “LIDDAS” Launched as “DocEx” at USQ USQ focussed on document delivery to off
campus students – not ILL initially Expansion will include ILL and federated
searching
www.usq.edu.au/library
Key Benefits of DocEx
Authentication is tied to USQ LDAP system User database is easily populated and
updated from PeopleSoft It searches across USQ catalogue for easy
placement of pre-populated requests Active links to catalogued electronic
resources are displayed Students can track progress of their requests Scanned documents can be delivered online
www.usq.edu.au/library
Demonstration
Microsoft PowerPoint Presentation
www.usq.edu.au/library
Preliminary Outcomes
Accessibility of library materials is dramatically improved for off-campus users
Turnaround time shortened Look and feel of the system sits comfortably
with other Library systems Good uptake despite a “soft launch” approach
www.usq.edu.au/library
Resourcing Issues
Significant learning curve for staff Challenges such as:
– differences between staff and student screens– system terminology– workflow changes– system problems
Highlights– automatic email notifications– scanning– user feedback
www.usq.edu.au/library
User Feedback
New system “wonderful” Eliminates many steps Saves time Working beautifully Linking with catalogue “is beaut” “Absolutely brilliant” Scanned document received “immediately” “User-friendly and saves much typing”
www.usq.edu.au/library
What We’ve Learned
The Good:– Sometimes a “leap of faith” pays dividends– Staff comfort levels evolve
The Bad:– No system is perfect– Dependent interoperability between systems can
make life very interesting The UGLY:
– Thorough project planning and testing is paramount in reducing everyone’s stress levels
www.usq.edu.au/library
Future Plans
Rollout of ILL functionality (S1, 2005) Expansion to include sub-set of significant
electronic resources via federated search Willing to explore all options that will enable
us to work smarter and provide smarter systems with the ultimate goal of providing
Smart Service for our Clients