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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
SQIC Minutes
February 19
1-2:30 pm
SML Room 409
Attendees:Danuta Nitecki, Fred Martz, David Stern, Ellen Hammond, Diane
Turner, Pam Mouzon, Robert Killheffer
Absent: Sue Crockford-Peters, Mark Gentry, Alan Solomon, Carol Jones
ANNOUNCEMENTS
(postponed due to presentations)
NEW BUSINESS
Two presentations were made in order to help SQIC inform LMC about
potential services with unique funding proposals. The following summarize
the brief reports and resulting conversations that were intended to
clarify the service and budget implications involved in migrating these
trial services into our normal operations.
I. Ask!Live update (Sue Lorimer)
Sue Lorimer presented a summary of the most current statistics from
the exploration of this Reference service pilot that utilizes online
chat and web page sharing capabilities. She reviewed the service changes
and use patterns over the course of this first year.
Key points were: volunteer coverage continues, and the low level of
requests has not allowed us to realistically determine how much coverage
might be handled by staff already assigned to existing information assistance,
or even what levels of staff might be best utilized. The software seems
to provide enhanced service options, and the newer release will be even
more powerful. Users do adopt this technology from within and outside
the library. There are a significant number of requests for basic service
explanations and directional questions ... perhaps we can use this information
to restructure/redesign some of our promotional materials.
A more complete analysis will be performed after the one year trial
mark (July 1, 2004), and Sue will report back with questions directly
addressing what would be required if we were to move this from an exploratory
trial to a supported service: clearly defined service expectations,
required levels of staffing, commitment of other resources, etc.
II. RefWorks investigation progress report (Charlie Greenberg)
Charlie Greenberg presented a demonstration of this web-based citation
manager software. He presented statistics from this early exploration.
We briefly reviewed some service support implications for this tool,
which would create a logical and proactive library expansion into powerful
user-based knowledge management skills. Many other libraries are now
offering such services.
If we were to purchase a campus site license (approximately $11,500),
this would be the first direct library funding for such tools; we have
provided training and technical support for the similar EndNote personal
software, but do not subsidize the software for individual users (the
EndNote campus site license is more than three times more expensive).
We discussed which other campus service units might be logical partners
in this conversation. An ad hoc group will be created to study the issues
and report back on possible library action in regard to this opportunity.
David will draft the charge and contact the following library members
(Charlie Greenberg, Katie Bauer, Andy Shimp, Karen Reardon, a member
appointed by Ellen Hammond), also inviting persons from ITS and other
possible units on campus where interest has been expressed. The group
will report back to SQIC by the April 15th meeting for deliberation
of next steps.
©
2004 Yale University Library.
Last modified March 3, 2004.
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