Service Quality Improvement Council

Minutes
October 21, 1998

Present: Paul Stuehrenberg, Chair, Ellen Cordes, Suzanne Eggleston, Kenny Marone,  Tom Schneiter, Emily Horning, Sandy Peterson, Sue Crockford-Peters, Joan Swanekamp, Rich Richie, Andy Shimp, and Danuta Nitecki

Absent: Jan Glover (vacation)

I. After introductions, the Council reviewed its charge:

• " ... the council is not an organization to support our organization"

• need for an arena to focus on service issues

• who should be at the table

1) committees focused on programs

instruction, reference, document delivery

2) internal support groups

standards, assessment, service staffing

3) liaisons to existing groups

TSMG, CDC, LibTech, Curators

II. The Council devoted much of the meeting to outlining possible agenda topics:

• workstation access expectations

• bench marking services--comparative data for measuring quality

• remote users

• photocopying services

• reference services library-wide

• seamless document delivery

• communication--marketing of services

• staffing issues

levels, training, competencies, qualifications, coordination

• technical services response to user needs or service needs

• technology to improve services

• general cooperation library-wide

• collaboration with ITS

• collaboration with other campus service units

• library systems issues

email notices for fines, overdues, etc.

Systems Steering Committee priorities

public printing

extending library circulation system beyond library

• circulation program

III. Charges for the new working groups

• SQI members need copies of the charges to all the working groups

• Status

Instruction--has charge

WAG--has charge

Reference--tba

Circulation and Reserve--tba

Standards--work completed; final report coming soon

Assessment--tba

Service Staffing--tba

Document Delivery--tba

• Each Chair will draft a charge for their Group for review by the Council

Next meeting will be Nov. 4, 3:00 - 4:00 p.m.

Recorded by x, x@yale.edu