Enhancing Service Delivery in a Distributed Library Environment Graham Black Deputy University Librarian

Queensland Campuses –Rockhampton, Mackay, Emerald, Gladstone, Bundaberg Australian International Campuses –Brisbane, Sydney, Melbourne Overseas Campuses –Hong Kong, Singapore, Fiji Central Queensland University

Facts & Figures –14804 students –3000 full-fee paying overseas and domestic students –6677 distance education students –move to globalisation

Central Queensland University Delivery Modes –face to face –print based distance education –interactive video conferencing –online

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CQU Library Operation issues –duplication of services –duplication of service points –manual processes –outdated polices & procedures –not geared for global environment

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 Scenario model –SWOT –Environmental scan –Scenario –Critical success factors –Planning –Implementation

Client Services Review Task Force Swift Scenario –White throated needletail Hirundapus caudacutus “Bulky, but as effectively streamlined as a bullet… powerful and exceptionally fast”

Client Services Review Task Force Planning groups –Information access & technology –Defining levels of service –Centralised enquiry service & client tracking –Information Literacy

Information access & technology Virtual Reference Desk –electronic submission –range of electronic resources –electronic mediated support –Action Remedy System –FAQ

Information access & technology Student or staff member Virtual Reference Desk/AR Controller Supervisor of workflow Reference Librarian Pool FLL Arts FLL Health FLL Education FLL Chemistry FLL Business FLL Biology FLL Engineering FLL Infomatics & Communication Web form – vrd-lib Floating Licence Music Technical queries

Information access & technology Authentication –EzyProxy Unified front end –Z39.50 products

Centralised Enquiry Service Current situation –Circulations, reference & technical requests –Face to face, telephone, fax & –Distance education requests –6 telephone contact points –5 person-to-person contact points –? 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 Service Phone Survey Results –Circulations = 47.28% –Reference = 9.94% –Other = 47.28%

Centralised Enquiry Service Call Centre –reduced duplication, –more streamlined service –more consistency –extended hours of service

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 areaMACKAY Calls outside the local exchange districts of Mackay and Gladstone go directly to Rockhampton. All other calls from within Queensland and interstate. ROCKHAMPTON GLADSTONE Gladstone local call areaBUNDABERG Bundaberg local call area0741 STD Area

Centralised Enquiry Service Call Centre Implementation Issues –staff selection –training –documentation –structure

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 Environment Issues to be resolved –Implementation –Training –Organisational structure –Staff re-location