Service Quality Improvement Council

Minutes
November 4, 1998

Present: Betty Cohen, Ellen Cordes, Sue Crockford-Peters, Suzanne Eggleston, Emily Horning, Kenny Marone, Danuta Nitecki, Sandy Peterson, Rich Richie, Tom Schneiter, Joan Swanekamp, Paul Stuehrenberg (chair)

Absent: Jan Glover, Andy Shimp

I. No new announcements

II. Document Delivery Group Charge - Kenny Marone

Kenny began the discussion of the Document Delivery Group Charge by noting the need for a program that requires readers to record their request for an item only once and then effectively process the request through the gamut of retrieval options (e.g., Eli Express, LSF retrieval, interlibrary loan, etc.). Danuta suggested that the group focus its work on the specifics that should be in place for such a program to be developed and an implementation plan. The critical role of staffing and training was mentioned.

The make-up of the committee was discussed. It was suggested that the membership of the various working groups be based on an assessment of individuals interest in assisting with the particular work of each group and their ability to think system-wide, rather than simply on departmental representation. It was also suggested that the working groups be kept small. The issue of including C&Ts in working groups - given their hands-on experience - was put forth

Committee appointments will be made within the next few days.

III. Reference Services Group Charge - Suzanne Eggleston

Again, the need to focus on specific priorities was suggested; the broad scope of the group's charge necessitates such focus in order to develop a comprehensive program. The questions noted on the charge should not be viewed as a check-list of things to do, but as a sample of issues the reference program might address. The group needs to identify a specific focus for the first year.

IV. Circulation & Reserve Group Charge - Tom Schneiter

This is differentiated from the Circulation Support Group, as it will be dealing with procedural/policy issues rather than enabling operations. Concern was raised that the Circulation & Reserve Group would duplicate LibTech's role in tracking developments in technology. Tom felt that LibTech's role is much broader, that its focus is on mainframe issues, not single operations. The new group is intended to be more functional than LibTech. Tom added that this should not preclude interaction between the two groups-indeed, there is a liaison from LibTech on SQIC.

It was agreed that SQI will return to this charge, its membership, and (with Tom's imminent departure) the naming of its chair.