1. Gary Hardy Trends in service demand and delivery at Swinburne

2. A case study …

6. Social landscape ARL Statistics Total reference transactions Association of Research Libraries www.arl.org Note: M. Kyrillidou and M. Young. (2002). ARL Statistics 2000-01. Washington, DC: ARL, p.7. www Google Napster Yahoo! Amazon Digital Camera iPod

7. Social landscape ARL Statistics Association of Research Libraries www.arl.org Note: M. Kyrillidou and M. Young. (2002). ARL Statistics 2000-01. Washington, DC: ARL, p.7. Total circulation transactions www Yahoo! Google Napster Amazon Digital Camera iPod

8. Total Circulation Note. M. Kyrillidou and M. Young. (2005). ARL Statistics 2003-04. Washington, D.C.: ARL, p.6.

9. Reference Transactions Note. M. Kyrillidou and M. Young. (2005). ARL Statistics 2003-04. Washington, D.C.: ARL, p.6.

11. Swinburne experience

13. Staff mediated … 36% of transactions

14. Changes in document delivery … “Document” useProportion of total Book & non-book loans16% In-house use8% Equipment loans8% Online reserve downloads18% E-book downloads15% Journal article full text downloads 36%

15. “Reference”? Enquiries – (Total=145,000) Proportion of total Directional11% Service enquiries39% Help with equipment and IT 27% Information enquiries19% Other4%

16. “Reference” –”Information Enquiries” Reference EnquiriesProportion of total Catalogue help: complex24% Catalogue help: basic11% Endnote and referencing11% Location of services6% General service enquiries6% PCs Laptops5% Printers5%

17. What our users (seem to) want ….

19. - better space … and more access to it - more computers - more books - more online resources (?) - better web and access

20. Services … “operations” Lending/circulation  Checkout  Checkin and reshelving  Equipment loans and management  Reserve  Online reserve  Service desk  Managing the client database

21. More services Reference  Liaison  Services to researchers/teachers  Reference desk  Library tours and orientation …  Information literacy …  Collection development  Technical help  Trouble shooting  Online learning environment

22. Technical Services Technical services  Acquisitions  Cataloguing  Periodicals/serials  End processing  Datasets / electronic services  Systems – the ILMS  Managing computers and printers

23. Use after purchase of EBL & mono’s

24. Other functions Administration  Cash and payments  Recruitment and staffing processes  Managing casual staff  Staff development  Administrative support including ordering  Managing buildings and space  Planning

25. New... Marketing International students – how to we manage them – and trans-national students too Development/management of web information content Management of websites Creation & management of repositories Understanding - Statistics and surveys and anthropologists … Security 24/7

26. If the space is what the users want … Late Lab opening Hour% of users through door 22.00 – 23.0015.8 23.00 – 00.0020.6 00.00 - 01.0017.1 01.00 – 02.0013.7 02.00 – 03.008.6 03.00 – 04.006.6 04.00 – 05.005.0 05.00 – 06.003.4 06.00 – 07.002.8 07.00 - 08.002.1

27. If the space is what the users want What is the best staffing model to provide them with access to it?  Security Guard  Printer maintainer  IT help  Cleaner  Barista /