|
Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
SQIC Minutes
June 17
1-2:30 pm
SML Room 409
Attending: David Stern, Danuta Nitecki, Pam Mouzon, Robert Killheffer,
Mark Gentry, Ellen Hammond, Alan Solomon
Absent: Fred Martz, Sue Crockford-Peters, Carol Jones, Diane Turner
ANNOUNCEMENTS
1. RefWorks ad hoc task force report being finalized for an LMC presentation
2. June 16th, afternoon: SQIC Public Session summary
"Selection to Acquisitions QI analysis: summary of learning and
creativity tricks/tips"
FROG: primarily addressing the process of SQI as opposed to the content
of the improvements.
A summary of lessons learned will be placed on the Local Initiatives
page.
3. Katie Bauer will visit to discuss library-wide communication networks
and to provide an update on tasks.
4. SQIC will be addressing statistics gathering in the library. The
initial ARL statistics investigation raised a number of issues about
accuracy and levels of detail currently obtained and/or required for
future analyses.
5. SQIC will explore the SurveyMonkey online tool. Danuta proposes
we will use this to obtain targeted user opinions, and will demo this
in a future public session in order to promote the tool for other measurement
and analysis purposes.
6. Danuta has a seat available for the ARL Measuring Service Quality
online course, which begins in July.
NEW BUSINESS
1. Selecting next SQIC funded initiatives
SQIC reviewed the processes for identifying logical candidates for our
next focus. There were two methods: generating a call for future topics
and identifying obvious needs through existing unit-level or library-wide
service reviews. We might want to co-sponsor the call for feedback from
staff with the Communication Committee.
Generating a call for future topics
Our intention is to improve services and learn more about the SQI process.
Our criteria for selection of topics should include cross-departmental
projects, those interactions having an impact on readers [whether directly
or indirectly], and those with links to the Strategic Plan - areas not
yet included would be Unlocking Collections and International; plus
the push to create an agile/flexile organization. We will develop a
call announcement using these criteria.
Identifying obvious needs
Two areas were immediately obvious candidates:
(1) VRC preparing for faculty requested image scanning (course support),
and
(2) Collection Space Management discard processing workflow.
The common thread for these is a learning task of project management
skills focusing on the SQI analysis of a particular process. Danuta
has had preliminary conversations with a previously engaged consultant
about providing this service within the next six-week period. These
conversations will continue shortly through a meeting with potential
local stakeholders.
Support for these initiatives was reviewed. Previous initiatives were
funded with seed money and one-time discretionary funds, plus salary
savings. Future initiatives likely will rely upon discretionary funds,
SQIC requests to LMT, and the use of local knowledge developed through
these previous projects. The continuation and maturity of our local
participants is seen as an excellent professional development opportunity
and a wise use of institutional resources.
IV. Forums (Culture Development)
1. Public meetings - topics and schedule
The first two years of Public Services Forums focused upon raising
the cultural awareness of the SQI process, using demonstrations of successful
initiatives sponsored by SQIC. Factors highlighted have included consultant
assistance, reader and staff--stakeholder--surveys, and team building
across units. The next phase of these sessions should continue to restate
the larger SQI goals, but should also address particular components
of the process such as vocabulary, assessment and measurement, benchmarking,
user feedback, deliverables, and best practices and application.
A suggestion for further consideration was turning aspirations into
measurable goals such as moving from the generalities in the Strategic
Plan to priorities and deliverables. We thought perhaps two sessions
would be appropriate -- session one would lay out a strategy for defining
measurable objectives and session two would be a report back on actually
developed goals after a period of reflection and investigation. More
work needs to be done on this idea. Another session might be a report
from the Divinity Library on their current acquisitions processing SQI
initiative.
David will invite recommendations from the Q-Tip [Customer Service
Quality Improvement Initiative] ad hoc group.
POSTPONED
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
FUTURE AGENDA TOPICS
The proposed three-day Project Management Training class suggested by
Meg.
A follow-up on the previously suggested Humans Accessing Humans (HAH)
review to examine and improve how readers obtain human assistance by
phone, and possibly by real time chat. The Ask!Live pilot has been a
first step in considering this broader service issue. Phone service
points also should consider what are reasonable expectations for leaving
and receiving responses to any type of messages
©
2004 Yale University Library.
Last modified June 25, 2004..
Send comments about this web site to the library web administrator at
Library Administrative Services.
This file is located at http://www.library.yale.edu/Administration/SQIC
|
