Measuring our relationships with academic colleagues

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Presented at the relationship management for the 21st century academic library event, held at the University of York on the 19th of April 2013.

Presented at the relationship management for the 21st century academic library event, held at the University of York on the 19th of April 2013.

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  • 1. Creating and using the BarringtonLiaison Tool - recording and analysingcustomer communicationsMeasuring ourRelationships withAcademic ColleaguesRachel DanielsDeputy Head of Barrington LibrarySelena KillickLibrary Quality Officer
  • 2. Outline• Introduction and the local context• Issues we wanted to solve• Planning stage - requirements• Where we are now• Future plans• Summary of benefits
  • 3. Cranfield University• The UKs only wholly postgraduate university focusedon science, technology, engineering andmanagement• One of the UKs top five research intensiveuniversities• Annual turnover £150m• We deliver the UK Ministry of Defences largesteducational contract
  • 4. Cranfield Locations
  • 5. Cranfield Libraries(‘000s)• 440 print items• 36 serial subscriptions• 13 e-books• 330 visits PA• 880 article downloads• 360 chapter downloads
  • 6. Cranfield CommunityCranfield University:• 1,700 Staff• 4,400 Students• 47% study part-time• KNL & MIRC Libraries• 30 Library StaffCranfield Defence & Security:• 375 Staff• 1,250 Students• 83% study part-time• Barrington Library• 20 Library Staff
  • 7. Barrington Context• Departmental restructure• Shift in staff working patterns• High-level information demand• Knowledge management
  • 8. Requirements• Collect, share and reuse core information to informservice development• Provide a full record of academic liaison effort• Spread sheets – unsuitability• Sharing of information among all staff• Overall – a full picture of a customerDecision: CRM ‘type’ tool required
  • 9. Options• Commercial software• In-house developmentDecision:To create an internally hosted solution on existing opensource content management system: Plone
  • 10. Where we are now
  • 11. Our Customer Directory
  • 12. Example of a Customer Record
  • 13. Example of Discussions
  • 14. Example of Course Record
  • 15. Utilising the Data• Qualitative data on resource use and value• Identification of liaison deficits• Targeted feedback• Opportunities for improvement• Continual Improvement• Underpinning Library Strategy
  • 16. Considerations• Data security• Buy-in• Resourcing
  • 17. Potential Developments• Report automation• Reporting possibilities• Automated archiving• ILL requests• Communication with the CRIS• Monitoring publishingrequirements• Staff publications lists
  • 18. Summary of benefits• Increased efficiency• Accessibility• Interoperability• Continuity management• Automated reporting• Increased evidence• Informs impact assessment
  • 19. Thank YouSelena 01793 785561Rachel 01793 785113