“ Hello, I am your Outreach Librarian”   A new service paradigm  at the UNSW Library By Kate Dunn and Neil Hinsch Informat...
Background <ul><li>Changes in Academia : </li></ul><ul><li>Corporatisation of Higher Education </li></ul><ul><li>Competiti...
UNSW: New Directions <ul><li>Enter the new Vice Chancellor </li></ul><ul><li>UNSW Strategic Directives 2007: </li></ul><ul...
Previous Library Structure <ul><li>5 semi-autonomous libraries and numerous units </li></ul><ul><li>Hierarchical </li></ul...
UNSW Library’s Response! <ul><li>New Library Model </li></ul><ul><li>New modes of service delivery </li></ul><ul><li>New s...
 
Enter the Outreach Librarian <ul><li>Role : </li></ul><ul><li>“ Relationship managers” </li></ul><ul><li>Show the value of...
<ul><li>Outreach Call Report: </li></ul><ul><li>Name:  ex#  </li></ul><ul><li>Outreach Librarian: Date of Visit:  </li></u...
Enter the Outreach Librarian <ul><li>Role : </li></ul><ul><li>“ Relationship managers” </li></ul><ul><li>Identify and crea...
 
Enter the Outreach Librarian <ul><li>Role : </li></ul><ul><li>“ Relationship managers” </li></ul><ul><li>Contribute to the...
A voyage of discovery <ul><li>Academics use of the Library </li></ul><ul><li>Academics awareness of Library services </li>...
Impact <ul><li>Increased contact with academic community </li></ul><ul><li>Positive acceptance of Outreach role </li></ul>...
Achievements <ul><li>Action requests </li></ul><ul><li>New services identified and introduced </li></ul><ul><ul><li>Academ...
Faculty of Medicine <ul><li>Increased awareness of content and services  </li></ul><ul><li>Collection enhancement </li></u...
The future <ul><li>Ongoing relationships & in depth partnerships </li></ul><ul><li>Opportunities created </li></ul><ul><li...
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“I am your outreach librarian”: new ways of delivering services at the UNSW Library (Neil Hinsch and Kate Dunn)

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Neil Hinsch & Kate Dunn
Library, University of New South Wales

OBJECTIVE
To describe innovative service delivery methods implemented in the University of NSW Library.

BACKGROUND
As one of Australia’s largest academic libraries, the University of NSW Library serves a community of 2300* academics, and 37,000* students supporting both their learning & teaching and research needs. In 2006, the Library restructured in an effort to build a stronger communication model with the faculties and a new method of delivering services to this community. The goal is to build a strong partnership between the Library and the academy, where the value of the Library and its offerings is understood and appreciated as being integral to achieving the University’s learning & teaching and research priorities.

*These figures are taken from the 2006 annual report

METHOD
Taking inspiration from a variety of service professions, the University Library has separated the distinct functions of service development, service delivery and communication. Specialist staff are assigned to innovation and new service development projects. Subject librarians are given ownership of relevant areas of the collection and the resultant services. Communication and delivery of these services is managed by a team of individual client contacts.

IMMEDIATE IMPACT
The response to this model amongst the academic community has been mixed, but primarily positive. The academy was used to seeing the Library primarily as a service centre for the undergraduate community and therefore the reassignment of professional services to support research represents a considerable change. Benefits demonstrated so far are an increased penetration into the academic community and therefore a greater awareness of our user requirements, and a consolidated approach to collection management.

NEXT STEPS
Future challenges involve:


Consolidating the way in which the Library offers value to our community
Implementing appropriate measures to record the impact of the model
Maturing the service towards a more targeted solutions delivery method


Published in: Economy & Finance, Education
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“I am your outreach librarian”: new ways of delivering services at the UNSW Library (Neil Hinsch and Kate Dunn)

  1. 1. “ Hello, I am your Outreach Librarian” A new service paradigm at the UNSW Library By Kate Dunn and Neil Hinsch Information Services Department UNSW Library [email_address] [email_address]
  2. 2. Background <ul><li>Changes in Academia : </li></ul><ul><li>Corporatisation of Higher Education </li></ul><ul><li>Competition for resources </li></ul><ul><li>Outcomes based (previously collaborative) </li></ul><ul><li>IT changes </li></ul><ul><li>Economic rationalism </li></ul><ul><li>Library no longer perceived as the heart of the University </li></ul>
  3. 3. UNSW: New Directions <ul><li>Enter the new Vice Chancellor </li></ul><ul><li>UNSW Strategic Directives 2007: </li></ul><ul><li>Confirm UNSW’s distinctiveness </li></ul><ul><li>Lift research performance </li></ul><ul><li>Recruit more high calibre students </li></ul><ul><li>Shift resources into identified high priority areas </li></ul><ul><li>Develop underpinning capabilities at Senior Management level </li></ul><ul><li>UNSW to be back in the top 3 of GO8 </li></ul>
  4. 4. Previous Library Structure <ul><li>5 semi-autonomous libraries and numerous units </li></ul><ul><li>Hierarchical </li></ul><ul><li>Leadership driven as opposed to team-based culture </li></ul><ul><li>Discontinuities in service delivery </li></ul><ul><li>Strong emphasis on the “physical” as opposed to the elibrary </li></ul>
  5. 5. UNSW Library’s Response! <ul><li>New Library Model </li></ul><ul><li>New modes of service delivery </li></ul><ul><li>New services, including Outreach </li></ul>
  6. 7. Enter the Outreach Librarian <ul><li>Role : </li></ul><ul><li>“ Relationship managers” </li></ul><ul><li>Show the value of the library’s services and content </li></ul><ul><li>Identify and create effective solutions to user needs </li></ul><ul><li>Promote library services elicit feedback </li></ul><ul><li>Understand the Academy’s content requirements </li></ul><ul><li>Identify opportunities for the delivery of new services </li></ul><ul><li>Promoting value </li></ul><ul><li>Contribute to the UNSW research cycle </li></ul>
  7. 8. <ul><li>Outreach Call Report: </li></ul><ul><li>Name: ex# </li></ul><ul><li>Outreach Librarian: Date of Visit: </li></ul><ul><li>School: </li></ul><ul><li>Faculty: </li></ul><ul><li>Teaching areas: </li></ul><ul><li>Research active: YES/NO </li></ul><ul><li>Research areas: </li></ul><ul><li>RFCD Codes: </li></ul><ul><li>Recent Publications: </li></ul><ul><li>­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­___________________________________________________________________________ </li></ul><ul><li>PLAN SUMMARY </li></ul><ul><li>How many times a month would you use the Library – USE means (website, physical building/collection/email/phone)? </li></ul><ul><li>What are the main content (collection) related issues that the Academic wishes to address? </li></ul><ul><li>How will this assist the academic? </li></ul><ul><li>When should this be delivered by? </li></ul><ul><li>What is the Library offering to support this academic? </li></ul><ul><li>What resources/websites/search engines/associations is the Academic using when locating content? </li></ul>
  8. 9. Enter the Outreach Librarian <ul><li>Role : </li></ul><ul><li>“ Relationship managers” </li></ul><ul><li>Identify and create effective solutions to user needs </li></ul><ul><li>Promote library services elicit feedback </li></ul><ul><li>Understand the Academy’s content requirements </li></ul><ul><li>Identify opportunities for the delivery of new services </li></ul><ul><li>Promoting value </li></ul><ul><li>Contribute to the UNSW research cycle </li></ul>
  9. 11. Enter the Outreach Librarian <ul><li>Role : </li></ul><ul><li>“ Relationship managers” </li></ul><ul><li>Contribute to the UNSW research cycle </li></ul>
  10. 12. A voyage of discovery <ul><li>Academics use of the Library </li></ul><ul><li>Academics awareness of Library services </li></ul><ul><li>Faculty variations </li></ul>
  11. 13. Impact <ul><li>Increased contact with academic community </li></ul><ul><li>Positive acceptance of Outreach role </li></ul><ul><li>Ongoing requests from academics </li></ul>
  12. 14. Achievements <ul><li>Action requests </li></ul><ul><li>New services identified and introduced </li></ul><ul><ul><li>Academic Service Point </li></ul></ul><ul><ul><li>HDR Mentoring </li></ul></ul><ul><ul><li>Research Support service </li></ul></ul><ul><ul><li>Collection benchmarking </li></ul></ul><ul><li>Presentations at School meetings </li></ul>
  13. 15. Faculty of Medicine <ul><li>Increased awareness of content and services </li></ul><ul><li>Collection enhancement </li></ul><ul><li>New services refined to specific needs </li></ul><ul><li>Increased contact with Clinical Schools </li></ul>
  14. 16. The future <ul><li>Ongoing relationships & in depth partnerships </li></ul><ul><li>Opportunities created </li></ul><ul><li>Library valued as an essential service </li></ul>
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