Service Quality
Improvement Council
Minutes
October 20, 1999
Present: Paul Stuehrenberg [chair],Katie Bauer, Sue Crockford-Peters, Suzanne
Eggleston, Kenny Marone, Danuta Nitecki, Sandra Peterson, Rich Richie, Andy
Shimp, Joan Swanekamp.
Absent: Emily Horning, Fred Martz, Jeong Park
I. Announcements:
1. Kenny Marone commented that Medical Library sent a message to students
requesting judicious use of printing services provided by the library and
she was surprised by the range of comments received, including some observations
that such free services should be available to students for their school
fees.
2. Danuta Nitecki identified a library service newsletter prepared by U of
Delaware and asked if there was any interest to route such publicity; there
was not any expressed interest.
3. Danuta distributed a mock-up copy of the survey instrument developed by
her and Peter Hernon as part of the project to identify what readers find
to be most important factors to judge quality of library services. This should
be distributed later this month, once a randomly generated sample of library
readers will be extracted from the circulation patron file.
II. Agenda:
1. Paul Stuehrenberg distributed a revision of the "Policies Governing Use
of and Access to YUL Research Workstations," that he and Danuta prepared
following the LMC discussion of the Council's earlier proposal. He noted
that most revisions were stylistic. The Council had a few comments and
suggestions, including concern by some that the LMC suggested use of "Research"
to modify workstations might cause confusion between physical workstations
and the library web site. The Council agreed that readers should be directed
to forward suggestions for improvements to the SQI Council [c/o the AUL for
public service office]. The SQI Council approved the draft; Paul will present
it to LMC for approval and will invite identification of any implementation
concerns. After approval, the Council should address implementation issues,
including for example, how to distribute the policy, where to place
responsibility for service monitoring, and possibly how to address printing
services. Council members who also serve on LMC observed that this topic
was the Council's debut as an advocate of service policy and that it engendered
lively discussion of service issues at LMC.
2. Danuta introduced the draft of her Service Quality Support Director position.
She noted that the University Librarian offered a three-year funding option
to create this position. The position will facilitate improvement of public
services and work with managers and staff to capture, organize and disseminate
information regarding reader expectations for excellent library services.
The position will be responsible for developing and maintain a service quality
information system to include both mechanisms for measuring reader expectations
and satisfaction with services, as well as print and web-based channels to
inform library users what they should expect from library services. Council
discussion clarified the intent for this position to be responsible for the
Front Door web site; to possibly become engaged with instructional services,
but not be assigned responsibility for their management; and to be an advocate
for report-generating features of the next generation library management
system [Orbis replacement].
3. Paul Stuehrenberg distributed Danuta's draft, "Placement of Emergency
Phones in the Library" prepared to reflect the SQI-Council's August discussion
of the topic. Kenny noted that in the Medical School, contingency planning
has led to a requirement that all departments obtain at least one cellular
phone for emergency use. The Council agreed that the draft correctly reflected
its earlier intent to recommend that there is not a reader service need for
reliable phone service during phone emergencies, but that there are security
needs for phone communications. Danuta will forward the Council's reflections
to LMT.
Meeting adjourned 4:00 p.m.
