A New Service Model through Technology

  • 158 views
Uploaded on

Keynote - IOLUG Spring Program, May 3, 2013

Keynote - IOLUG Spring Program, May 3, 2013

More in: Education , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
158
On Slideshare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
1
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide
  • Implementing the Summon service at Case Western Reserve University was about more than adding a discovery service to the library’s offerings, it is a key component in the library’s new service model.  Rolled out concurrently with phasing out the formal reference desk, students and front-line library staff rely on Summon—prominently featured in LibGuides as well as a completely re-designed website—to get started.  That gives the librarians time to go where the users are and build relationships with faculty. In this session of our Information Literacy series, Brian Gray shares how being “on call” and “out and about” is helping Case Western’s librarians connect with users and provide more in-depth instruction.Respond to:“The Summon service has helped us to move away from the mechanics of searching. It has enabled us to spend more time teaching students to use the library effectively, and how to become better at finding relevant information.”  Alison Sharman, University of HuddersfieldKristen Hatchman (our marketing person) welcoming everyoneMe welcoming and running through a few housekeeping slides promoting our seriesMe introducing youMe reading the quote (I just sent) and asking you to commentHand off presenter control to you to run through your slides (20-25 minutes)Me bring up a Q&A slide and asking you some questions that have come in via Chat  (Q&A will be 5-10 minutes tops) 
  • Implementing the Summon service at Case Western Reserve University was about more than adding a discovery service to the library’s offerings, it is a key component in the library’s new service model.  Rolled out concurrently with phasing out the formal reference desk, students and front-line library staff rely on Summon—prominently featured in LibGuides as well as a completely re-designed website—to get started.  That gives the librarians time to go where the users are and build relationships with faculty. In this session of our Information Literacy series, Brian Gray shares how being “on call” and “out and about” is helping Case Western’s librarians connect with users and provide more in-depth instruction.Respond to:“The Summon service has helped us to move away from the mechanics of searching. It has enabled us to spend more time teaching students to use the library effectively, and how to become better at finding relevant information.”  Alison Sharman, University of HuddersfieldKristen Hatchman (our marketing person) welcoming everyoneMe welcoming and running through a few housekeeping slides promoting our seriesMe introducing youMe reading the quote (I just sent) and asking you to commentHand off presenter control to you to run through your slides (20-25 minutes)Me bring up a Q&A slide and asking you some questions that have come in via Chat  (Q&A will be 5-10 minutes tops) 

Transcript

  • 1. A New Service Modelthrough TechnologyIOLUG Spring Program, May 3, 2013Brian C. GrayTeam Leader Research ServicesCase Western Reserve UniversityKelvin Smith Librarybcg8@case.edu
  • 2. A New Service Modelthrough Technology• Highlights of changes we madewith help of technology• Other technologies we are usingor trying• Some other sources of inspiration
  • 3. Case Western Reserve University• Private, research intensive• http://www.case.edu/• Below 10,000 students, 40% undergraduate• 2,600+ faculty• Alumni: 100,000+• Annual research revenue about $400 million• 2012/13: largest first year class ever, ~1400
  • 4. Kelvin Smith Library (KSL)http://library.case.edu• Main library, includes arts &sciences, engineering, business, & undergraduate• New strategic plan: April 2011• http://library.case.edu/ksl/whoweare/strategicplan/• Staff & budget reorganization to match• New approaches: small pilots, increased listeningto patron opinions, assessment/datafocus, customization, transparency
  • 5. Kelvin Smith Library (KSL)Mission: KSL is the knowledge and creativity commons ofCWRU.Vision: KSL will be the information laboratory for knowledgecollection, connection, creation, and curation.Values:• Openness• Collaboration• Personalized service• Agility & innovation through experimentation
  • 6. New Service Models• Implement Summon• Phase out the formal reference desk in orderto go “on call” and “get out” of building• Go to users• Build relationships• Grow LibGuides & virtual instruction• Completely redesign website
  • 7. Highlights From & DuringSummon Implementation• Live in only a few weeks• Entire website was redesigned• Every page in site & LibGuides has search box• Rolled out the same time we phased out theformal reference desk• Balanced Scorecard method of assessmentwith data shared publicly
  • 8. Old KSL Site (Dec. 2011)
  • 9. New Site (Jan. 2012)
  • 10. Site Announcement
  • 11. • Every webpage has Summon as the header• Summon & new site go live in parallel• Educate & market both simultaneously• Many of our website search boxes hitswere really library research questions, sowe matched the search box to the userpractices
  • 12. Summon Everywhere: LibGuides
  • 13. Balanced Scorecard• Ensure strategic plan accomplishes intendedoutcomes• Articulate success• Follow a strategy map• Specific qualitative & quantitative success metrics• Create & adopt outcome assessment tools• Communicate progress through publicdashboards
  • 14. Balanced Scorecard• Metric for Year 1: 25% of all searches performedon Summon (totaling up all searches performedbetween the catalog and summon, and create apercentage).• We hit 28.4%• Developing a new metric comparing a “core” andstable set of databases with strong COUNTERdata to compare usage against Summon oversimilar time periods
  • 15. New Walk-in Service ModelOld:• Reference Desk, Circulation Desk, FreedmanCenter (multimedia) deskNew:• Welcome Desk (greeting & IDs only; no services)and Service Desk (circulation, reference“triage”, and multimedia) with staff roaming thecomputer spaces• Research Services Librarians called when needed
  • 16. Reference Model Changed• All reference, collection, & instructionlibrarians combined into a single team(Research Services)• Service Desk staff take initial questions• Librarians scheduled virtual and “on call”• Librarians hit the road & leave the library tobe where the users are• Focus on faculty relationship building
  • 17. Reference Model Changed• Service Desk trained regularly in referenceresources and techniquesSummon allowed:• Non-librarians to answer more questions easierthan previously• Increased instruction to occur when answeringvirtual reference question by being able to focuson a single research tool
  • 18. Experimental Service Desk:No Over-Counter Interactions
  • 19. Experimental Welcome Desk
  • 20. New Roles & New StylesNew roles:• Director of Development• Marketing & Communications OfficerNew communications:• http://library.case.edu/ksl/annualreport/• Balanced Scorecard dashboards
  • 21. • Provides all incoming first year CWRU students withtheir own Personal Librarian (PL)• Promote library awareness & successful research• Be a friend or “ear” outside formal academics• Promote Case, Cleveland, etc.• Direct to other services & resources around campus• Occasional communications & programs
  • 22. PersonalLibrarian
  • 23. Active Collaboration Room
  • 24. Freedman Centerfor Digital Scholarship
  • 25. CaseLearns New Media Workshops• PowerPoint• Digital images• Twitter• Desktop Publishing• Video• GIS• Various Adobe software• Google tools
  • 26. Alumni Online Library• Databases, e-journals, e-books• Chat, text messages, & other referencesupport• Coming Soon: Webinars• Coming Soon: Video & other tutorials
  • 27. Public WOW: Real-Time Displayof the Behind the Scenes
  • 28. Coming Soon: CRM• Customer Relationship Management• Assist with succession planning• Provide better services• Document “value” from user perspective• Support “team” models to service• Considering Microsoft Dynamics
  • 29. Local Inspiration: ClevelandMuseum of Art, Gallery One
  • 30. Future Plans• Issue Balanced Scorecard dashboards• Virtual & point-of-need instruction tools• Instruction assessment• Digital Scholarship tools & resources• Grow alumni virtual relationships• Grow faculty relationships: CRM, etc.
  • 31. KSL Successes• Best colleagues anywhere – “team” doesreally mean something in my library• Willing to experiment• Willing to collaborate• Exploration• No when to walk away from failures orunderutilized services
  • 32. A New Service Modelthrough TechnologyIOLUG Spring Program, May 3, 2013Brian C. GrayTeam Leader Research ServicesCase Western Reserve UniversityKelvin Smith Librarybcg8@case.edu