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.

Education Business

Creating and using the Barrington
Liaison Tool - recording and analysing
customer communications
Measuring our
Relationships with
Academic Colleagues
Rachel Daniels
Deputy Head of Barrington Library
Selena Killick
Library Quality Officer

Outline
• Introduction and the local context
• Issues we wanted to solve
• Planning stage - requirements
• Where we are now
• Future plans
• Summary of benefits

Cranfield University
• The UK's only wholly postgraduate university focused
on science, technology, engineering and
management
• One of the UK's top five research intensive
universities
• Annual turnover £150m
• We deliver the UK Ministry of Defence's largest
educational contract

Cranfield Libraries
(‘000s)
• 440 print items
• 36 serial subscriptions
• 13 e-books
• 330 visits PA
• 880 article downloads
• 360 chapter downloads

Cranfield Community
Cranfield University:
• 1,700 Staff
• 4,400 Students
• 47% study part-time
• KNL & MIRC Libraries
• 30 Library Staff
Cranfield Defence & Security:
• 375 Staff
• 1,250 Students
• 83% study part-time
• Barrington Library
• 20 Library Staff

Barrington Context
• Departmental restructure
• Shift in staff working patterns
• High-level information demand
• Knowledge management

Requirements
• Collect, share and reuse core information to inform
service development
• Provide a full record of academic liaison effort
• Spread sheets – unsuitability
• Sharing of information among all staff
• Overall – a full picture of a customer
Decision: CRM ‘type’ tool required

Options
• Commercial software
• In-house development
Decision:
To create an internally hosted solution on existing open
source content management system: Plone

Utilising the Data
• Qualitative data on resource use and value
• Identification of liaison deficits
• Targeted feedback
• Opportunities for improvement
• Continual Improvement
• Underpinning Library Strategy

Considerations
• Data security
• Buy-in
• Resourcing

Potential Developments
• Report automation
• Reporting possibilities
• Automated archiving
• ILL requests
• Communication with the CRIS
• Monitoring publishing
requirements
• Staff publications lists

Summary of benefits
• Increased efficiency
• Accessibility
• Interoperability
• Continuity management
• Automated reporting
• Increased evidence
• Informs impact assessment

Thank You
Selena Killick
s.a.killick@cranfield.ac.uk
Tel: 01793 785561
Rachel Daniels
r.j.daniels@cranfield.ac.uk
Tel: 01793 785113

Cranfield University libraries created an in-house customer relationship management tool using the open source Plone content management system to record and analyze interactions with academic colleagues. The tool allows library staff to create detailed records of customers, discussions, and courses to gather qualitative data on resource use. This information is used to identify service gaps, target feedback, and continually improve the library's strategy. The benefits of the new system include increased efficiency, accessibility of information for all staff, automated reporting capabilities, and stronger evidence to inform impact assessments.

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