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.

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Measuring our relationships with academic colleagues

  1. 1. Creating and using the BarringtonLiaison Tool - recording and analysingcustomer communicationsMeasuring ourRelationships withAcademic ColleaguesRachel DanielsDeputy Head of Barrington LibrarySelena KillickLibrary Quality Officer
  2. 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. 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. 4. Cranfield Locations
  5. 5. Cranfield Libraries(‘000s)• 440 print items• 36 serial subscriptions• 13 e-books• 330 visits PA• 880 article downloads• 360 chapter downloads
  6. 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. 7. Barrington Context• Departmental restructure• Shift in staff working patterns• High-level information demand• Knowledge management
  8. 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. 9. Options• Commercial software• In-house developmentDecision:To create an internally hosted solution on existing opensource content management system: Plone
  10. 10. Where we are now
  11. 11. Our Customer Directory
  12. 12. Example of a Customer Record
  13. 13. Example of Discussions
  14. 14. Example of Course Record
  15. 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. 16. Considerations• Data security• Buy-in• Resourcing
  17. 17. Potential Developments• Report automation• Reporting possibilities• Automated archiving• ILL requests• Communication with the CRIS• Monitoring publishingrequirements• Staff publications lists
  18. 18. Summary of benefits• Increased efficiency• Accessibility• Interoperability• Continuity management• Automated reporting• Increased evidence• Informs impact assessment
  19. 19. Thank YouSelena Killicks.a.killick@cranfield.ac.ukTel: 01793 785561Rachel Danielsr.j.daniels@cranfield.ac.ukTel: 01793 785113

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