1. E-Reference Sweet Success at Hershey Foods Colleen T. Shannon Information Analysis Center Hershey Foods Corporation

2. IAC: Where We Fit Information Analysis Hershey Foods Corporation Research & Development R&D Planning & Info. Analysis Technology Planning Projects Administration

3. IAC Mission Gather, Analyze and Distribute information that assists and enhances business and technical decision making. Motto: Information at the Desktop.

4. IAC Main Services Information Research Document Delivery Current Awareness Project Support Document Imaging

5. IAC Staffing Two professional librarians One part-time temporary administrative person Intern during summer months

6. IAC User Groups Who Our Users Are –Entire Corporation –More than 50% of IAC resources dedicated to R&D Where Our Users Are –Hershey Campus Corporate and Manufacturing Locations –Beyond Hershey PA Hershey Canada Hershey International Manufacturing Locations

7. IAC User Group Profile Disciplines Computing Resources –Common Desktop Architecture Culture

8. Reference Stats Goal--Identify trends or changes in various user groups; focus on who utilizes our services Average 30 reference requests monthly Approximately 90% requests initially submitted by e-mail –less than 1% intranet form –3% phone –6% in person

9. E-Mail Reference Immediate Response –Ideal: Include all reference interview points of clarifications and questions in initial email –Minimum: Note expressing when you will be contacting requestor to discuss the request. Standardized Results

10. This is where Ill show our search results form.

11. IAC Intranet Forms IAC involvement in Intranet increased –Department site –Other departments sites –Overall R&D gatekeeper function –Related professional associations & conferences –Input requested to aid in Corp.s move towards portal concept

12. Available IAC Intranet Forms Patent Request (search or document delivery) Document Request Information Request Book Request (in-house loan, ILL, purchase)

13. IAC Intranet Forms--Underutilized Difficult to locate IAC Intranet site Form daunting Mistrust of technology--whered my request go? E-mail culture

14. Why IAC Isnt Forcing the Issue Intranet Request forms almost always require the same follow-up as incoming free-form email requests Mistrust of technology [see Bittersweet Lessons Learned!]

15. Bittersweet Lessons Learned Where do the Intranet forms go? Or lost in cyberspace They cant use em if they cant find em No incentive--why not just e-mail? Gratuitous technology?

16. Top Ten Points of Advice 10. Know your client base in terms of technical resources 9. Know your client base in terms of technical ability 8. Know your client base in terms of culture 7. Be flexible 6. Be consistent 5. Be organized 4. Be communicative 3. Closure is critical 2. Take advantage of ease of extras factor and…

17. …the number one piece of advice... When all else fails, eat chocolate!