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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
SQIC Minutes
September 16, 2004
1-2:30 pm
SML Room 409
Attending: David Stern, Danuta Nitecki, Pam Mouzon,
Ellen Hammond, Alan Solomon, Fred Martz, Carol Jones, Diane Turner
Absent: Mark Gentry, Sue Crockford-Peters, Robert Killheffer
ANNOUNCEMENTS
1. call for new initiatives was posted
http://www.library.yale.edu/science/sqiccall.html
We will need to review suggestions in a future meeting.
2. the next SQIC Awards Committee needs to be created
(Danuta and David will create a proposed roster)
3. Managerial Performance & Promotion Committee (MPPC) initiative
status
Alan reported that this initiative to develop guidelines for Manager
promotion has followed the SQI process and should serve as yet another
example of success. Alan will draft a brief annotation to serve as a
link on the Local Initiatives page (pointing to the full documentation).
We will also include a short summary of this initiative in a future
public session.
NEW BUSINESS
1. SurveyMonkey online survey tool
Danuta gave a quick presentation of the SurveyMonkey tool. It was described
as a quick way to capture feedback, providing quick snapshots of opinions
rather than large sets of research data. The tool provides many options:
multiple choice, check those that apply, drop-down categories, and comment
boxes. Some of the advantages over paper surveys are the speed of distribution
and 24X7 access, a better response rate, and instant analysis and publication
of data in a variety of formats. Danuta proposes we will initially use
this tool to obtain targeted user opinions, under a heading such as
Your Opinion Sought, perhaps starting with some time-dependent CCL issues.
We will create a Task Force to work with Danuta to implement the idea,
developing and recommending coordination, standards and guidelines for
issuing library surveys; identifying where links appear on the public
site; and what training opportunities and needed support is generated
by this approach to seek feedback; and how this tool can be used in
local units.
Timeline: implement next demonstration: October, TF recommendations
by Dec
2. Selecting next SQIC funded initiatives (continued)
One project was identified as a possibility for quick action:
Humans Accessing Humans (HAH)
The group will review appropriate service expectation levels for human
library contact points via telephone, developing reasonable service
levels and possible staffing options required to provide adequate human-based
phone contact. Alan Solomon will lead this Task Force, and will suggest
member names to Danuta. This will be a product-based initiative emphasizing
results, rather than have significant elements focusing on a learning
process to develop SQI participants with a deep understanding of the
process.
Timeline: October and November report creation, November LMC discussion.
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2004 Yale University Library.
Last modified September 29, 2004.
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