Service Quality Improvement Council

Minutes
June 16, 1999

Present: Sue Crockford-Peters, Suzanne Eggleston, Emily Horning, Fred Martz, Danuta Nitecki, Sandy Peterson, Rich Richie, Andy Shimp, Martha Smalley, Joan Swanekamp, Paul Stuehrenberg

Absent: Kenny Marone

I. Announcements were called.

II. Group updates

A. Assessment Group

Danuta reported that the Assessment Group has started its evaluation agenda by focusing its attention on the ARL statistics. The definitions of requested statistics offered by ARL were discussed. By the end of the summer, the Group will issue a proposed core set of data elements that each department is to report.

The Group will discuss methods for gathering data at the next meeting. More updates will be provided as necessary.

B. Research Workstation Group

The Group is currently reviewing responses to their survey. Paul and Danuta offered to assist in bringing this process to a speedy conclusion.

Sandy noted the difficulty of finding ergonomically sound furniture for library use. Fred added that good software is available for workstations that help the visually-impaired.

C. Libtech

Fred reported that though the alpha version of CoPY has been demonstrated to Libtech members, it is not ready for general demonstration. A more complete version will be available by the end of the summer. A demonstration will be mounted at that point for services staff.

The question of how to get to CoPY was briefly touched upon. There are serious problems with Ameritech's Webpac. Fred is hoping to learn more at ALA about other options. These options include:

• pursue existing Webpac

• do nothing at this time

• pursue something else altogether

Fred observed that Yale books cannot be requested using CoPY. Danuta noted that CoPY is not supposed to replace Eli Express.

D. Staffing Issues Group

Discussions are underway on a) responding to abusive patrons; b) the Group's proposed staff recognition program.

III. Instruction Group proposal

Martha briefly reviewed the proposal to [outlined during the last meeting of the SQI Council]

• develop a general scenario of what library instruction should entail and a systematic assessment of library instruction sessions

• advertise through flyers, table tents, etc. Instruction classes

• create an administrative assistant position to carry out clerical duties related to instruction efforts and provide general support for a more cooperative, better orchestrated library-wide instruction program

Martha again emphasized the uneven distribution of instruction responsibilities and the heavy burden shouldered by Sue Lorimer and Sarah Prown. She pointed out the Instruction Group, as a policy and not an action group, is not equipped to take on the role of coordinating library instruction.

Danuta reminded the SQI members of the pending proposal to the Library Management Council to fund additional administrative support for Library Administrative Services, including "instructional improvement" duties. This proposal, should it be approved, will apply to FY01.

Joan suggested preparing instruction sessions for use by instruction providers (given the lack of expertise among library staff on instruction and, in some cases, lack of support from supervisors to participate in instruction-related activities). The questions of how to go about putting them together and how best to deal with updates to such "canned" sessions were raised. Joan also pointed out that "public services" has not yet been institutionalized as a "library-wide" endeavor as has been done with "technical services."

Danuta asked whether there was support among SQI members to take the Instruction Group proposal to LMC to get endorsement from library managers. She posited the following possibilites if it is decided not to take this course of action:

1. charge the Instruction Group with developing a general, library-wide general instruction scenario;
   

2. charge the Instruction Group with the short-term task of initiating work on the development of a general, library-wide instruction scenario while SQIC pushes for additional staff --
   

3. reject the Instruction Group proposal
   

It was decided to ask the Instruction Group to reformulate their proposal and work out the specifics (cost, etc).

IV. Sue Crockford-Peters raised the question of whether readers can charge Library Shelving Facility books to reader carrels and shelves. The question was forwarded at the request of the Circulation Support Group. It was decided to invite Judy Parker to the next meeting to discuss the system-wide implications of (dis)allowing LSF books to be charged to carrels regardless of where it is housed.