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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
SQIC Minutes
May 20
1-2:30 pm
SML Room 409
ANNOUNCEMENTS
1. Next SQIC Public Session has been scheduled: June 16, 1-2pm.
"Selection to Acquisitions QI analysis: summary of learning and
creativity tricks/tips"
This session will primarily address the process of SQI as used in
the project, as opposed to the content of the improvements. We hope
to help library staff see another way to implement the SQ methods on
a larger scale, and with consultant help.
2. Cell phone policy approved by LMC
Cell Phone Policy Statement
Cell phones and pagers are permitted in the library. It is expected,
however, that people using cell phones will be respectful of others.
To provide an optimal environment for research and study and for library
staff to do their work, people are asked that cell phones be turned
to low, that ringers be silenced (set to vibrate) and that calls be
short. Lengthy calls should be made in areas where the conversation
does not disturb others. These appropriate areas differ by library because
of varying architecture, locations of study spaces, service desks, and
staff offices. Please honor requests for quiet and move to another location
if an unintended distraction occurs. Thank you for your cooperation.
LMC approved 5/12/04
Final wording rev 5/17/04
4. The revised Media Services policy statement will presented to LMC
in late June.
NEW BUSINESS
RefWorks ad hoc task force report
Katie Bauer was our guest presenter (the Chair, Charlie Greenberg,
was out of town). Katie quickly reviewed the capabilities of the tool
and then lead us through the implications for adopting this web-based
bibliographic tool as a library-wide service. It was clear that this
would be an appropriate and important library-related tool, and that
other libraries are supporting this service. Concerns (in addition to
the annual $11,500 software fee) are:
technical NetID proxy implementation for filtering users beyond simple
IP screening,
appropriate staff training in advance of a public roll-out,
commitments from units across all library units for an acceptable level
of library service,
the distribution of higher levels of service (three staff levels were
proposed), and
the assignment of authority and coordination of administrative issues
(including the public roll-out) for the service.
SQIC will add endorsements and frame the issues in order to present
this proposal to LMC for review and possible resource allocation.
FUTURE AREAS FOR INVESTIGATION
1. Telephone expectations
We will be reviewing appropriate levels of personal contact points via
telephone. We will review and discuss reasonable service levels and
the possible staffing options. Example levels might include: always
starting with a person at a designated phone number, reviewing existing
looped messaging without options to leave voice messages, voice mail
for all staff, acceptable response times, and personal vs departmental
accounts. We will address answering phone messages from both users and
from internal library staff.
2. ARL statistics ad hoc group
Katie Bauer's committee has submitted their analysis of ARL stats ...
we will review these in the near future for possible improvements, and
for answering changing ARL and general library statistics needs. Issues
of consistent forms and standard methods of counting were mentioned.
The entire issue of Return on Investment of existing library statistics
will also need to be addressed.
3. Assessment Group
We will refocus the dormant Assessment Group; the first project will
be defining the library's requirements and available resources in order
to perform assessments. A first product will be a primer for helping
staff select the correct assessment method for a task.
4. Statement of user expectations for privacy of information (Danuta
Nitecki)
ARL publishes SPEC Kit 278: Library Patron Privacy, November 2003
http://www.arl.org/pubscat/pr/2004/announcespec278.html
Review this report in preparation for a future SQIC conversation.
©
2004 Yale University Library.
Last modified June 4, 2004.
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