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A New Service Model through Technology
The Kelvin Smith Library at Case Western Reserve University implemented several technological changes to transform its service model. It replaced the physical reference desk with a "service desk" and implemented Summon as the main search tool across the library website and LibGuides. It also redesigned the entire website to prominently feature Summon. The library uses a "balanced scorecard" to publicly track metrics like the percentage of searches done in Summon. Other changes include assigning all students a "personal librarian," creating collaboration spaces, and planning tools like a CRM system and instruction videos. The goal is to meet users where they are and build relationships through new services and roles.
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A New Service Model through Technology
- 1. A New ServiceModel through Technology IOLUG Spring Program, May 3, 2013 Brian C. Gray Team Leader Research Services Case Western Reserve University Kelvin Smith Library bcg8@case.edu
- 2. A New ServiceModel through Technology • Highlights of changes we made with help of technology • Other technologies we are using or trying • Some other sources of inspiration
- 3. Case Western ReserveUniversity • 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 listening to patron opinions, assessment/data focus, customization, transparency
- 5. Kelvin Smith Library(KSL) Mission: KSL is the knowledge and creativity commons of CWRU. Vision: KSL will be the information laboratory for knowledge collection, 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 order to go “on call” and “get out” of building • Go to users • Build relationships • Grow LibGuides & virtual instruction • Completely redesign website
- 7. Highlights From &During Summon 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 the formal reference desk • Balanced Scorecard method of assessment with data shared publicly
- 8. Old KSL Site(Dec. 2011)
- 9. New Site (Jan.2012)
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- 11. • Every webpagehas Summon as the header • Summon & new site go live in parallel • Educate & market both simultaneously • Many of our website search boxes hits were really library research questions, so we matched the search box to the user practices
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- 13. Balanced Scorecard • Ensurestrategic plan accomplishes intended outcomes • Articulate success • Follow a strategy map • Specific qualitative & quantitative success metrics • Create & adopt outcome assessment tools • Communicate progress through public dashboards
- 14. Balanced Scorecard • Metricfor Year 1: 25% of all searches performed on Summon (totaling up all searches performed between the catalog and summon, and create a percentage). • We hit 28.4% • Developing a new metric comparing a “core” and stable set of databases with strong COUNTER data to compare usage against Summon over similar time periods
- 15. New Walk-in ServiceModel Old: • Reference Desk, Circulation Desk, Freedman Center (multimedia) desk New: • Welcome Desk (greeting & IDs only; no services) and Service Desk (circulation, reference “triage”, and multimedia) with staff roaming the computer spaces • Research Services Librarians called when needed
- 16. Reference Model Changed •All reference, collection, & instruction librarians 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 to be where the users are • Focus on faculty relationship building
- 17. Reference Model Changed •Service Desk trained regularly in reference resources and techniques Summon allowed: • Non-librarians to answer more questions easier than previously • Increased instruction to occur when answering virtual reference question by being able to focus on a single research tool
- 18. Experimental Service Desk: NoOver-Counter Interactions
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- 20. New Roles &New Styles New roles: • Director of Development • Marketing & Communications Officer New communications: • http://library.case.edu/ksl/annualreport/ • Balanced Scorecard dashboards
- 21. • Provides allincoming first year CWRU students with their 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
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- 24. Freedman Center for DigitalScholarship
- 25. CaseLearns New MediaWorkshops • 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 reference support • Coming Soon: Webinars • Coming Soon: Video & other tutorials
- 27. Public WOW: Real-TimeDisplay of 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: Cleveland Museumof Art, Gallery One
- 30. Future Plans • IssueBalanced 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 • Bestcolleagues anywhere – “team” does really mean something in my library • Willing to experiment • Willing to collaborate • Exploration • No when to walk away from failures or underutilized services
- 32. A New ServiceModel through Technology IOLUG Spring Program, May 3, 2013 Brian C. Gray Team Leader Research Services Case Western Reserve University Kelvin Smith Library bcg8@case.edu
Editor's Notes
- #2 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)
- #33 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)