Presentation in Mahlap 30th National Congress 8.3.2018 in Bohol, Tagbiliran City; The Philippines

1. ROADMAPTOOPTIMUM
CUSTOMERSERVICE
HOWTODEALWITHDIFFERENTTYPESOF
CLIENTS
MAHLAP 30TH NATIONAL CONGRESS
BOHOL 8.3.2018
TIINA HEINO
MEDICAL CAMPUS LIBRARY TERKKO
HELSINKI UNIVERSITY LIBRARY

2. • who your customers are
• what they do
• what things matter to them
• how library services could help them in their work
• Promoting
• Marketing our materials, services
CUSTOMERS

3. • Customers
• Students
• Doctoral students
• Researchers
• Clinical researchers
• Hospital staff
• Faculty / hospital administration
• Courses
• Information retrieval – guidance / assignments
• Library space
CONTENTS

4. • Library resources
• Studying
• Curriculum: Course books, Information literacy teaching
• Bachelor / master
• Information retrieval
• Reference management
• Cooperation with teachers, IT, educational technology unit etc
• Student’s digital Skills: https://blogs.helsinki.fi/students-digital-skills/
• Library space: reading spaces, quiet reading rooms, group study rooms
• Health hub: also recreation ares (chairs, coaches, hammocks), cafe, open
space for events
STUDENTS
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5. • Digital course library
• Teacher’s teaching material
• One stop
• 1998-
• Transparency, vertical integration in curriculum
CASEEXAMPLE
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6. DIGITALCOURSE
LIBRARY
Curriculum
Study years
Curriculum
Second year
Study blocks
(subjects)
Dspace; IP control =>
limited in University
network

7. • Managing Scientific Information course https://www.terkko.helsinki.fi/terkko2mdphd
• Information retrieval
• Metrics & visibility
• Open science: open access
• Research data
• Low threshold to ask
• Get to know the library (resources, staff & services)
• Proactive when organizational change in doctoral education at the
University of Helsinki
DOCTORALSTUDENTS
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8. • Open science: open access
• publishing
• Research data
• Metrics
• Altmetrics
• Visibility
• Workshops in Data management planning
• Workshops in Data protection
• Get them to know the library (both staff & space) and its services
• Research Information System (TUHAT)
• Reporting
• Open Access Repository HELDA
RESEARCHERS
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9. • Work flow!
• Case example:
• Doctoral thesis: Understanding knowledge creation and work practices key
to successful information tools by Annikki Roos (ex-library director at
Terkko, current library director at Karolinska Institutet)
https://www.hanken.fi/en/news/doctoral-thesis-understanding-knowledge-creation-and-work-
practices-key-successful-information
• interviewing the researchers
• Can we on our part help the clinics to increase visibility of their research?
CLINICALRESEARCHERS
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10. • Case examples:
• Scholar chart https://www.terkko.helsinki.fi/scholarchart/
• Articles published from the Academic Medical Center Helsinki
• https://www.terkko.helsinki.fi/helsinkischolarchart/?articles
• Article of the week – in Finnish
• Altmetrics
• PlumX (note: possibility to tailor for research groups)
• https://plu.mx/helsinki/g/
• Altmetric Explorer
• https://www.altmetric.com/explorer/outputs
• Kudos
VISIBILITYSERVICES
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12. Visibility: Scholar Chart

13. Scholar Chart
- Mash up service
- Articles from PubMed
- 12 months/36 months
https://www.terkko.helsinki.fi/scholarchart/

14. PlumX
Citations: now availabe also Clinical citations

15. ALTMETRICEXPLORER
e.g. search with the researcher’s ORCID

16. • Clinical meetings
• Presenting library resources and services
• Questions and answers
• Open courses in course calendar
• Nurses
• Tailored courses
• Information retrieval guidance
• Guidance in systematic searches
HOSPITALSTAFF
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17. • Metrics
• Visibility
• Research Information System (TUHAT): https://tuhat.helsinki.fi/portal/
• Reports to Ministery of Education
• Open Access Repository HELDA: https://helda.helsinki.fi/
FACULTY/HOSPITAL ADMINISTRATION
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18. • Open courses in course calendar https://www.terkko.helsinki.fi/courses
• Regular, participants can choose when suits best
• Students (undergraduate, doctoral), teachers, researchers, nurses,
physicians, physiotherapists
• Systematic Information Retrieval
• Information retrieval in databases (OVID Medline, PubMed, Cinahl, Scopus)
• Reference management (RefWorks)
• Course materials available:
• https://www.terkko.helsinki.fi/courses => Terkko Course Materials -
Terkon kurssimateriaalit (Moodle; Login as a Guest)
• MOOC’s https://mooc.helsinki.fi/
• Bachelor and master thesis writing
COURSES
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19. Helsinki University Library
Research Guides
• General guides
http://libraryguides.helsinki.fi/

20. • First choice: courses & course materials
• 1 hour guidance
• Coaching, consulting, encouraging - Help your customer help her/himself
• Prioritize
• Customers outside of your own organization
• Service level
INFORMATIONRETRIEVAL–
GUIDANCE/ASSIGNMENTS
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21. • Community
• Chance to interact – get together – Medical Campus
• New Terkko Health Hub
• Library, Think Company, start ups
• Meetings, happenings
LIBRARYSPACE
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22. • TerkkoNavigator
• Medical books
• BookNavigator
• all subject areas at the Helsinki University Library
SERVICESONLINE
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23. For example:
Subject category: Pediatrics
• Browse
• Search
Terkko Navigator: Books
https://www.terkko.helsinki.fi/medicine/books/

24. E-BOOKS–ALLSUBJECTAREASATUH
Terkko : BookNavigator
https://www.terkko.helsinki.fi/booknavigator/

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26. • All customers are equal – students, professors, hospital staff: physicians,
nurses etc
• Prioritizing own organizations’ needs
• Limited resources
• Many research institutions don’t have their own libraries anymore
• Assignments for us
• Need to prioritize
EQUITY
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27. • Tiina Heino: tiina.m.heino@helsinki.fi
• https://www.terkko.helsinki.fi/
KIITOS -THANKYOU!