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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
SQIC Minutes
April 15
1-2 pm, SML Room 409
Attending: Fred Martz, David Stern, Pam Mouzon, Robert Killheffer, Mark
Gentry, Alan Solomon
Absent:Danuta Nitecki, Sue Crockford-Peters, Ellen Hammond, Carol Jones,
Diane Turner
ANNOUNCEMENTS
1. web site revision …
The site revision has been completed. We are hoping to emphasize the
local initiatives section; we have added the Public Session materials,
will soon be adding the Q-TIPS material, and are hoping to encourage
other units to contribute brief summaries of other local service quality
reviews. (Numerous emails were distributed on YULIB-L, and a call was
made in LMC, but there has been no response to date.) Please highlight
this initiative in your local meetings.
2. RefWorks and Ask!Live ad hoc task forces appointed
These two project reviews will report on the findings to date from
our investigations.
The Ask!Live trial is almost one year old, and we have asked for a
review of the data and the implications if we were to expand this to
a fully supported service. We are expecting the data analysis to highlight
trends, offer reasonable service expectations, and provide a summary
of the costs for administrative and front-line service.
The RefWorks group is comparing this new web-based bibliographic software
to other similar products, and is preparing a report of the logic of
supporting this new type of user-based knowledge management, identifying
other logical campus units to share support, and reviewing the implications
if we were to adopt this as a fully supported service. We are expecting
the data analysis to highlight the expected service levels, and the
provide a summary of the costs for administrative and front-line service.
3. Workstation Use Policies update
Alan Solomon reported ion the recommendations of the working group charged
to develop alternatives for enforcing our appropriate use policies for
public workstations. He reported that the group decided to create one
solution for ease of application throughout the Library. The solution
is to block selected (email and gaming) domains on designated public
workstations, with these requests redirected to a page highlighting
our policy and directing them to email kiosks. The Periodicals Reading
Room will be the first test location for this solution.
4. Media Services policy statement was presented to LMC
LMC reviewed the document and returned it to David for final revisions.
Responses have been received and a revised version will be presented
to LMC shortly.
5. CD image burner on the MIcroform Room
Alan announced that there is now the ability to digitize micrform materials
and save them to a CD disk. He will investigate copyright issues, as
this digitization activity is not covered under the fair use conditions
within the DMCA.
NEW BUSINESS
1. Drafting a cell phone policy statement
SQIC is attempting to develop a general policy statement on cell phone
use for public posting; recognizing that some library units may require
slightly different policies. Example posted materials from other libraries
was distributed in earlier email, demonstrating the continuum of options
from "no cell phones" to "please be considerate".
The following is a draft for review and revision.
Cell Phone Guidelines
Cell phones and pagers are permitted in the library; however, it is
expected that cell phone use will be respectful of others. In order
to provide an optimal environment for research and study, we recommend
that cell phones be turned to low, or that ringers be silenced (set
to vibrate), and that incoming phone calls be short. Extended incoming
and outgoing phone calls should be made in areas in which the ensuing
conversation does not disturb other Library users. These appropriate
locations differ by library because of varying architecture, study space,
and service desk layouts. Cell phone users should honor requests for
quiet and move to another location if their actions cause unintended
distractions for nearby researchers. Thank you for your cooperation
in helping to maintain a research and study environment for all.
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2004 Yale University Library.
Last modified May 5, 2004.
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