Present: Barbara Amato, Martha Clark, Suzanne Eggleston Lovejoy, Denise Hersey (Chair), Carol Jones, Maureen Jones, Mary Angelotti, Susan Burdick, Jennifer Kostelnik

1. SHARES meeting report: Maureen and Denise reported on the SHARES meeting they attended in New York in September. They discussed the new version of Ariel, other libraries’ electronic document delivery efforts, and international SHARES developments.
2. Statistics and Survey: Carol passed out the results of the user survey we conducted last Spring. Denise will work with Holly to analyze the information and create a report for the group to review and comment on. Carol also handed out turnaround time statistics.

 

3. ILL for patrons out of state: There was a brief discussion of what type of services we should provide to Yale patrons who are currently doing research out of state or out of the country. We discussed a particular request from a PhD student no longer taking classes but working on their dissertation. Carol mentioned that this type of situation may arise for PhD students in their 7^th or 8^th year at Yale. We also brought up the new distance learning classes for alumni and how that may impact our services, if at all. We agreed that we may need to devote more meetings to these discussions in order to determine what our policies will be.
4. Customer Service Institute: Danuta spoke with the CSI members about whether or not our onsite consultant was useful to us. We all had differing opinions based on our own personal work situations. We discussed how to bring Service Quality skills and interests back to other staff members.