a new service model through technology
DESCRIPTION
Keynote - IOLUG Spring Program, May 3, 2013TRANSCRIPT
A New Service Modelthrough Technology
IOLUG Spring Program, May 3, 2013
Brian C. GrayTeam Leader Research Services
Case Western Reserve UniversityKelvin Smith Library
A New Service Modelthrough Technology
• Highlights of changes we made with help of technology• Other technologies we are using
or trying• Some other sources of inspiration
Case Western Reserve University
• Private, research intensive• http://www.case.edu/• Below 10,000 students, 40% undergraduate• 2,600+ faculty• Alumni: 100,000+• Annual research revenue about $400 million• 2012/13: largest first year class ever, ~1400
Kelvin Smith Library (KSL)http://library.case.edu
• Main library, includes arts & sciences, engineering, business, & undergraduate
• New strategic plan: April 2011• http://library.case.edu/ksl/whoweare/strategicplan/• Staff & budget reorganization to match• New approaches: small pilots, increased listening
to patron opinions, assessment/data focus, customization, transparency
Kelvin Smith Library (KSL)
Mission: KSL is the knowledge and creativity commons of CWRU.
Vision: KSL will be the information laboratory for knowledge collection, connection, creation, and curation.
Values:• Openness• Collaboration• Personalized service• Agility & innovation through experimentation
New Service Models
• Implement Summon• Phase out the formal reference desk in order
to go “on call” and “get out” of building• Go to users• Build relationships• Grow LibGuides & virtual instruction• Completely redesign website
Highlights From & DuringSummon Implementation
• Live in only a few weeks• Entire website was redesigned• Every page in site & LibGuides has search box• Rolled out the same time we phased out the
formal reference desk• Balanced Scorecard method of assessment
with data shared publicly
Old KSL Site (Dec. 2011)
New Site (Jan. 2012)
Site Announcement
• Every webpage has Summon as the header• Summon & new site go live in parallel• Educate & market both simultaneously• Many of our website search boxes hits
were really library research questions, so we matched the search box to the user practices
Summon Everywhere: LibGuides
Balanced Scorecard
• Ensure strategic plan accomplishes intended outcomes
• Articulate success • Follow a strategy map• Specific qualitative & quantitative success metrics• Create & adopt outcome assessment tools• Communicate progress through public
dashboards
Balanced Scorecard
• Metric for Year 1: 25% of all searches performed on Summon (totaling up all searches performed between the catalog and summon, and create a percentage).
• We hit 28.4%• Developing a new metric comparing a “core” and
stable set of databases with strong COUNTER data to compare usage against Summon over similar time periods
New Walk-in Service Model
Old:• Reference Desk, Circulation Desk, Freedman Center
(multimedia) desk
New:• Welcome Desk (greeting & IDs only; no services) and
Service Desk (circulation, reference “triage”, and multimedia) with staff roaming the computer spaces
• Research Services Librarians called when needed
Reference Model Changed
• All reference, collection, & instruction librarians combined into a single team (Research Services)
• Service Desk staff take initial questions• Librarians scheduled virtual and “on call”• Librarians hit the road & leave the library to be
where the users are• Focus on faculty relationship building
Reference Model Changed
• Service Desk trained regularly in reference resources and techniques
Summon allowed:• Non-librarians to answer more questions easier
than previously• Increased instruction to occur when answering
virtual reference question by being able to focus on a single research tool
Experimental Service Desk:No Over-Counter Interactions
Experimental Welcome Desk
New Roles & New Styles
New roles:• Director of Development• Marketing & Communications Officer
New communications:• http://library.case.edu/ksl/annualreport/• Balanced Scorecard dashboards
• Provides all incoming first year CWRU students with their own Personal Librarian (PL)
• Promote library awareness & successful research• Be a friend or “ear” outside formal academics• Promote Case, Cleveland, etc.• Direct to other services & resources around campus• Occasional communications & programs
PersonalLibrarian
Active Collaboration Room
Freedman Centerfor Digital Scholarship
CaseLearns New Media Workshops
• PowerPoint• Digital images• Twitter• Desktop Publishing• Video• GIS• Various Adobe software• Google tools
Alumni Online Library
• Databases, e-journals, e-books• Chat, text messages, & other reference
support• Coming Soon: Webinars• Coming Soon: Video & other tutorials
Public WOW: Real-Time Displayof the Behind the Scenes
Coming Soon: CRM
• Customer Relationship Management• Assist with succession planning• Provide better services• Document “value” from user perspective• Support “team” models to service• Considering Microsoft Dynamics
Local Inspiration: Cleveland Museum of Art, Gallery One
Future Plans
• Issue Balanced Scorecard dashboards• Virtual & point-of-need instruction tools• Instruction assessment• Digital Scholarship tools & resources• Grow alumni virtual relationships• Grow faculty relationships: CRM, etc.
KSL Successes
• Best colleagues anywhere – “team” does really mean something in my library
• Willing to experiment• Willing to collaborate• Exploration• No when to walk away from failures or
underutilized services
A New Service Modelthrough Technology
IOLUG Spring Program, May 3, 2013
Brian C. GrayTeam Leader Research Services
Case Western Reserve UniversityKelvin Smith Library