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Yale University Library
Service Quality
Improvement Council
Service Quality Improvement Council (SQIC)
February 6, 2002
3:00p.m. -- 4:30 p.m.
SML 409
Present: Sue Crockford-Peters, Holly Grossetta Nardini (recording),
Carol Jones, Danelle Moon, Danuta Nitecki, Kimberly Parker, Sandy Peterson,
Alan Solomon (Chair)
Absent: Mark Gentry, Kate Reynolds, Fred Martz, Paul Stuehrenberg,
Joan Swanekamp, David Stern, Jae Williams
I. Discussion of OPAC Search Default
The Migration Management Group for Orbis2 invited the Council's input
on the choice of default search options for the new OPAC. The default
search could include either:
· Yale University Library
· Yale University Library plus Yale Law School
· Yale University Library plus Yale Law School plus Center for
Research Libraries
The Council discussed the history of CRL and the merits of the choices
and decided that the Bibliographic Access Group is the more appropriate
place to debate the choices. This choice raises questions about Orbis
and what it represents as well as access decisions. Danuta encouraged
the decision about Orbis searching be linked to some defined minimum
service standards, for example, if a collection is included, it must
agree to minimum conditions for access. Another major concern is how
the OPAC will respond to patron empowerment, especially in smaller units.
Alan will refer the issue to BAG. The Access Services Group may want
to consider how access standards relate to Orbis. Another discussion
may involve how CRL can be a more responsive service.
II. Reports of Subgroups
Alan Solomon invited reports from one SQIC subgroup as part of the periodic
update.
Reference Group
Sue Lorimer, chair, reported on three primary activities:
· Partnering with the Assessment Group to conduct a survey of
questions asked at service points when no reference librarian is available
· Analysis of time of initiation and source of email reference
questions.
· Virtual Reference exploration.
The Group is participating in some testing with Nelinet, exploring options
on campus and widening participation in the Library of Congress' Collaborative
Digital Reference Service (CDRS). The Council supported this exploration
and Danuta indicated that a small budget could be made available to
explore these possibilities this spring.
III. Public Affairs Briefing
Danuta updated the Council on the recent gathering by Alice Prochaska
of key campus public affairs players. Alice was interested in briefing
them about library activities and hearing about ideas for new ways to
raise the public profile of the library. Danuta walked through a presentation
given by her, Holly and Fred that focused on instructional activities.
Kenny Marone spoke about outreach and Ann Okerson and Cesar Rodriguez
covered our activities in the international arena.
Danuta also requested assistance to package some of our professional
literature about the role of the library in the educational life of
the campus.
IV. New Business
The Council also explored whether there is attention being given to
raising the level of knowledge about library services at service points.
There is concern that all staff are not able to answer basic questions,
even using our Web site. Alan referred to the matrix that the first
SQIC Reference Group had established that identified training needs
by category and level of staff. Discussion followed, with the conclusion
that Kate Reynolds will be invited to brief the Council on the status
of staff training.
Danuta also asked if the Council saw a need for a publication about
the library system. While all agreed that a brochure/guide/handout would
be useful, there was concern about how much time it would take to create
it.
©
2001 Yale University Library.
Last modified February 28, 2002.
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