The E-Quality Service Model: Collaboration between the Reference and Circulation departments as a means to improve the library experience for distance.

Slides:

Advertisements

Similar presentations

What is eLearning? E = electronic Not always distance learning Can be online-via the Internet Offline using CDROMs etc. Free standing or combined with.

Advertisements

Troy University eTROY Colloquium April 17-18, 2012.

Testing the Waters: Library Assessment from Strategic Plan to First Report Marna Hostetler, Library Director Phil Orr, Distance Learning Librarian Peter.

Characteristics of on-line formation courses. Criteria for their pedagogical evaluation Catalina Martínez Mediano, Department of Research Methods and Diagnosis.

Sheila Compton Librarian, Dame Alice Owen’s School Potters Bar, Herts This materials remains the copyright of Sheila.

Serving Utah’s Online and Distance Learners Carol Hansen – Weber State University Sally Patrick – Emporia/SLIM, WSU & Eccles Eve Tallman – Grand County.

University of Portsmouth students Communicating with you Student support services Course representatives A shared commitment Safer students.

How to use Student Voice Training Session Gary Ratcliff, AVC - Student Life.

Studying at the University of Adelaide Expectations & Roles Faculty of Arts.

Summer Online Courses A Distance Learning Alternative for Traditional Campuses North East Regional Computing Program Annual Conference (NERCOMP) Boston.

What Are Secondary Students' Expectations for Teachers in Virtual School Environments? Kevin Oliver, Assistant Professor of Instructional Technology North.

Use of emerging technologies in provision of Cancer Information Services: an international snap shot Dr Amanda Hordern PhD Director, Cancer Information.

GETTING THE WORD OUT DEVELOPING A MARKETING PLAN FOR ACCESS SERVICES.

Beginning Teacher Support Program Peer Review Process Training for Charter Schools June 2013.

Blackboard 201 Communication Workshop Barbara Cooper. OCC Faculty Online Coordinator.

Why This Campaign? Libraries are popular, but taken for granted. Libraries are ubiquitous, but not often visible. Libraries are unique, but facing new.

Twelve Step Program to Meeting Quality Matters Standard One Dr. Susan Bussmann Dr. Sharon Lalla Sandra Johnson, MS, MA New Mexico State University.

Quality Customer Service on a Budget Mary Ann Venner Head of Access Services UNT Libraries.

Annie Downey, University of North Texas Gayla Byerly, University of North Texas Society for Research into Higher Education Annual Conference December 2007.

Brandeis University NERCOMP Annual Conference March 22, 2004 Library-IT WebCT Support at Brandeis University Natural Collaboration: Library-IT WebCT Support.

The Benefits & Challenges of Teaching Online A Presentation for Western Illinois University.

Blackboard Strategies: Using Blackboard Pedagogically.

Assessment Approaches for Online Learning Environments: Lesson learned from blended and online courses Praweenya Suwannatthachote Chulalongkorn University,

How can we let them know we’re here? Joe Dobbs Virtual Reference Coordinator

Annual Homeless Assessment Report (AHAR) What data will be included in the 2010 AHAR? October 1, 2009 – September 30, 2010 Seattle and King County.

Parents Working Together to Shape Education in Elk Island Public Schools (EIPS) ASCA School Councils Connection Conference 08 Saturday, April 26, 2008.

Circulation Myth Busters! A very special and informative presentation about Circulation by: Julie Leuzinger Willis Library Monday, December 3, 2007.

Joe C. Clark Kent State University Midwest MLA Chapter Meeting October 11, 2013.

Monash University Library Quality Cycle EXCELLENCE AND DIVERSITY and LEADING THE WAY Monash University’s strategic framework and overall directions MONASH.

ONLINE LIBRARY ORIENTATION.  Texas State Technical College (TSTC) North Texas campus is located at 156 Louise Ritter Dr., Red Oak, Texas  The.

An Evaluation of SLIS Student Satisfaction and its Global Impacts Christina Hoffman, MLS Dr. Samantha Hastings, Interim Dean The University of North Texas.

Alabama Professional Education Personnel Evaluation Program Field Test of Library/Media Specialist Evaluation System July 2000.

VRBizTools. VRBizTools is an online self-employment (SE) training module for vocational rehabilitation agencies. Provided by subscription, it gives VR.

Citizens Redistricting Commission Civic Engagement Proposal February 11, 2011 Center for Collaborative Policy, California State University, Sacramento.

Issues in Advising Administration NACADA Executive Office Kansas State University 2323 Anderson Ave, Suite 225 Manhattan, KS Phone: (785)

Middle College Social Media Committee Arizona State University Team Leader: Trudy Grantsen Team Members: Evan Saperstein and Stephanie Quintero Leading.

Administrative Forum Questionnaire Responses May 15, 2007.

Raising Awareness in Library 2.0 way: The UJ Sciences Librarian Virtual Experience SANLiC Workshop, 28 May 2009.

Group. “Your partner in developing future Lifelong Learners” UROWNE UNIVERSITY LIBRARY.

Teaching in a Web-Based Distance Learning Environment: An Evaluation Summary Based on Four Courses Charles Graham, Joni M. Craner, Byung-ro Lim, & Kursat.

Library Research Sources at UGA. UGA Libraries  Comprised of the Main library, Science library, Student Learning Center and Research Facilities  3.7.

GETTING STAFF INVOLVED: CREATING OPPORTUNITIES FOR STAFF DEVELOPMENT, NEW SERVICES AND INCREASED PRODUCTIVITY Mary Ann Venner, Head of Access Services.

Teaching With Technology Tools and Techniques. Presenters Mike Reese Assistant Director, CER Theron Feist Sr. Information Technology Specialist, CER.

© 2014 Blackboard Inc. All rights reserved.. Identify the benefits of interactive tools. Create opportunities to communicate using discussions, blogs,

“ Serving Distant Learning Business Programs and Students,” RUSA/BRASS, ALA Atlanta, June 15, 2002 Marilyn Hankel, Associate Dean of Library Services University.

An e-Portfolio for Kelvin Bentley, Ph.D.. Overview of Qualifications Educational Background  Ph.D. in Psychology from the University of Delaware Teaching.

Preserving our Past: Creating our Future A Proposal Group #4.

The Wire: Connecting the Middle College Community One Click at a Time Jessica Greenwood Jenny Guerra Ashley Gomez Florida International University.

Somewhere Out There: Library Services for Distance Education Students Gina Matesic University of Guelph-Humber Ontario Library Association Jan. 31, 2004.

Judi Moreillon, Assistant Professor, School of Library and Information Studies, Texas Woman’s University, Denton For Students in LS5443: Librarians As.

Learning materials Assessments Learning guidance Student records Personal finance Campus information Social information Student services Timetables.

UT Compensation Training Developing Capability and Competency with Pay Compensation Administration: Overview 2014 For Supervisors, Managers, and Leaders.

A Student/Alumni Perspective Julie Leuzinger Texas Woman’s University MLS Graduate University of North Texas Stacks Manager TLA Saturday, April 17, 2010.

Marketing Strategies for the Use of Research4Life Resources.

Using LibQual+ Data for Renewal and Change. BGSU Demographics Regional, state-supported institution Primarily residential 15,703 undergraduates; 3,070.

School Name O rientation School Year Presented by Mrs.

1 This training is conducted by the National Food Service Management Institute The University of Mississippi

Working Together to Get It For Them ILL and Document Delivery at the UNT Libraries Pamela Johnston/University of North Texas March 16, 2016.

Financial Literacy Compendium Compiled by Karen Long-Trail, Coordinator of Admissions and Financial Aid TWU T. Boone Pickens Institute of Health Sciences.

Reference Desk What is a Reference Desk? The Reference Desk is located at the center of the library where you will find a reference librarian to assist.

Financial Literacy Compendium

Using Canvas Resources to manage REC, RSI, LDA, SLO

ICT Support for Students in Higher Education The Open University of Israel Department of Education and Psychology Tali Heiman: Dorit.

Merging Departments, Service Desks and Staff: Managing Change While Improving Customer Service and Staff Morale Mary Ann Venner, Head of Access Services.

Tippie RISE Colleen Opal Assistant Director, Experiential Learning

Parent and Family Engagement Policy

Parent and Family Engagement Policy

Parental Involvement Policy

ENGAGING WITH LIBRARY USERS

Contra Costa County Library

Presentation transcript:

The E-Quality Service Model: Collaboration between the Reference and Circulation departments as a means to improve the library experience for distance education patrons in an academic library Lilly Ramin and Julie Leuzinger University of North Texas Libraries TLA Annual ConferenceApril 16, 2008

Reference:Lilly M.L.S from TWU Reference:Lilly M.L.S from TWU Circulation: Julie M.L.S from TWU Circulation: Julie M.L.S from TWU ~ Former Distance education student & SLIS teaching assistant ~ Coordinator of Virtual Reference: Chat & - System: Docutek - Many VR patrons are distance education students ~ Phone reference (toll free & local) ~ Current Distance education student ~ Circulation Stacks Manager ~ Circulation Services: - TexShare - Online reserves - Library delivery service * s articles * Mails books to patrons Distance Education Background as the Motivation to Create the E-Quality Service Model

The E-Quality Service Model The E-Quality Service Model strives to achieve excellent patron services to remote users as well as traditional face-to face users. * There are six components that comprise the philosophy of this model. * The model is used as a guide for analyzing services

The E-Quality Service Model ~ Collaboration ~ * Circulation and Reference are interdependent. * No committee? No problem. * Size doesn’t matter—dedication level does

The E-Quality Service Model ~ Communication ~ * Overload? When reading feels like a full-time job… Reference and Circulation can communicate via: ~ Wiki ~ Blog ~ Discussion boards or forums ~ Face to face (coffee or lunch)

The E-Quality Service Model ~ Professionalism ~ * Netiquette – Encouraging “tone of voice” in electronic communication * Service – Be aware of policies that dictate procedures in both departments

The E-Quality Service Model ~ Staffing ~ * Is there sufficient staff to carry out proposed services? * Representatives from Circulation and Reference who can: ~Explain and market proposed services to staff ~Interact with patrons frequently

The E-Quality Service Model ~ Marketing ~ * How do you market to users that you do not see? ~ Outreach department; seek their feedback about marketing ~ Promotional items (buttons, bags, bookmarks with logo) ~ Contact the departments and faculty who are involved with distance education Example: Center for Distributed Learning (

The E-Quality Service Model ~ Assessment ~ * What works? What doesn’t? ~ Traditional assessment may not work for distance education students * Alternative assessment ideas: ~ Electronic survey ~ Online quizzes and games ~ Give a webcast and ask for feedback discussion board or a blog

The E-Quality Service Model ~ Suggestions ~ * Request feedback from peers (include G.L.A.s) * Be proactive. Have alternative plans. Be prepared to change. * Realize that respective departments have unique goals based on the strategic plan

Library 101 … in progress The E-Quality Service Model - Our Approach ~ Comparative analysis of peer institutions with UNT: 1. Website navigation 2. Classification of distance education/learning students and services provided based on this classification 3. Professional guidelines Current Project: - - Library 101 module - Continued analysis

The E-Quality Service Model Questions or Comments? Please Contact Us: Lilly Julie University of North Texas Libraries ( TLA Annual ConferenceApril 16, 2008