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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
SQIC Minutes
October 21
1-2:30 pm
SML Room 409
Attending: David Stern, Danuta Nitecki, Pam Mouzon, Ellen Hammond, Fred
Martz, Carol Jones, Mark Gentry, Sue Crockford-Peters, Robert Killheffer,
Katie Bauer, Alan Solomon
Absent: Diane Turner
ANNOUNCEMENTS
1. Katie Bauer joins SQIC
Katie described her responsibilities for obtaining user and staff feedback
on existing services (with emphasis on digital tools), and on reporting
back to various groups (SQIC, IAC, etc). Katie sits on a variety of
library committees and has a unique perspective. She is also helping
public services staff learn to maximizeour existing tools, and assisting
with the implementation of new tools and services.
Katie described her new Public Advocate Group which will help her obtain
user and staff feedback through a variety of methods (surveys, focus
groups, outreach, etc).
Fred clarified a question about the relationship of SQIC and IAC by
stating that IAC does systems planning and evaluation, while SQIC and
other units perform the implementation of tools and coordinate the programs/services.
2. new 5th Annual SQIC Awards Committee has begun their activities
members: Diane Kaplan [Librarian IV or above], Carol Jones [Librarian
I, II or III],
Sharon Forbes [C&T] CONTINUING, Janusz Kulakowski [C&T], Brian
Kupiec [Manager/Supervisor], and Bernadette Cioffi [ex officio member
from LHR]
3. SQIC Annual Report 2003 draft/outline document was distributed
Send additions to David by Nov. 5. A final draft will be distributed.
Committee annual reports will be placed on the web site.
4. Reminder of the Steve Hiller Assessment Session on Oct 26th, 3-4pm,
SML 409
Topic: assimilating the tools and incorporating the process.
NEW BUSINESS
1. SurveyMonkey online survey tool support
Library feedback tool Implementation Task Force was created to consider
implementation issues. The new Public Advocate Group will review final
survey products for standards. LHR will facilitate training for SurveyMonkey
in the future as additional units desire this tool.
Library feedback tool Implementation Task Force:
This group will develop Guidelines, documentation, and outline the limitations
of this tool when compared to a more complete survey program. They will
briefly outline the requirements for a more powerful survey process.
Karen Reardon, Chair; Katie Bauer, Janice Weynart [ELI], Sharon Tarascio
[Communications Comm], Tao Yang [East Asia]
Public Advocate Group:
This group will review final survey products for implementing the required
elements.
Katie Bauer, Chair; (final charge and membership shortly)
Basic Training for using SurveyMonkey:
Interested staff will use the documentation created by the first group
above;
Question: what level of support will be provided by LHR on using SurveyMonkey?
2. Selecting next SQIC funded initiatives (continued)
One project was already identified as a possibility for quick action:
Humans Accessing Humans (HAH)
Update: Alan Solomon will not be able to lead this Task Force. We will
need to identify an alternative leader who will propose potential member
names.
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. 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.
Original timeline: October and November report creation, November LMC
discussion.
Conversation highlights:
The group discovered that we have multiple issues.
(1) the identification of local leadership and participant skills (and
interest),
(2) the desire to create local leadership for initiatives at various
scales, as opposed to hiring either a new employee or relying on outsourced
coaching or leadership,
(3) a continuing commitment to this process led by a separate group,
or the decision to rely on SQI initiatives from within interested units,
(4) the role of SQIC and the library administration in dealing with
cross-library issues, and
(5) the identification of high priority initiatives.
(NOTE: the call for new initiatives resulted in one suggestion.)
We will revisit these issues next time, after some additional input
between Danuta and Sue about identifying possible local initiative leaders.
3. Support revenue for new SQIC initiatives (POSTPONED)
Support for future initiatives needs to be 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.
NEXT TOPICS
1. Ask!Live proposal (Sue Lorimer)
2. Rich Szary: guest discussing grant coordination possibilities
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2004 Yale University Library.
Last modified November 22, 2004.
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