Vision of our New Service Model Libraries as a learning centre and a teaching laboratory and discussion space With interactive electronic whiteboard Use technology to serve students, e.g. wireless, RFID Radio Frequency Identification,, video conferencing
Benefits of the New service model Spend less money using Document Delivery service Spend less money using Document Delivery service Use e-resources and open access journals Use e-resources and open access journals Use interlibrary loaning among branch library Use interlibrary loaning among branch library less space for books, less space for books, more space for learning common more space for learning common Use Student assistant or volunteers to manage the Use Student assistant or volunteers to manage the learning centre learning centre RFID self-check RFID self-check Volunteer program Volunteer program
Benchmarking 1 Benchmarking 1 Space Collection, e-resources Staffing Type of visitors What kind of services provided User satisfaction Opening hours Computers Service model Special collections Equipment/infrastructure
Benchmarking 2 Benchmarking 2 Collect data from other U on their web sites and annual report Compare with universities in the same category providing similar services
Performance indicator 1 Performance indicator 1 Annual additions to stock through donation Stock Free access to j/open access journal Space/facilities Library staff Use of library service including ILL, Info Literacy useful loan Type of visitors Participants in group presentation Expenditure: IT expenditure Number of library space Hours open per year
Performance indicator 2 Performance indicator 2 For what purpose: Show how well the resources, facilities and services are used Show the importance of the library to the University Show how efficient we make use of our limited manpower to manage the new learning centre and 4 branch libraries Who will use the new learning centre How much we spend To convince the donors To highlight the uniqueness of the collection To measure how frequent users would use the new service we introduce To know how important the users think of our new service?
Self review guide: examples 1 Self review guide: examples 1 Whether Librarys objectives have been met. –Service quality achieved standard –Received good feedback from users including students and faculty –Money spent accordingly –Resources are well-used –Provide on and off-campus access to resources To what extent has the Library achieved these objectives? -- Over 80%
Self review guide: examples 2 Self review guide: examples 2 How do we know this? (A substantiated assessment of the current situation with reference to the data sources) –Through user evaluation survey –Through external auditor –Through peer review –Through focus group –Through meetings with donors, stakeholders
Self-review guide 1 Self-review guide 1 Where is the Library now? (An analysis of areas for future development.) –Strength: spend less money, extend our service, provide collaborative activities inside the library or outside the library –Weakness: not enough space, resources and manpower –Opportunities: better use of technology –Threats: not enough readers, not enough donors, decreasing number of students
Self-review guide 2 Self-review guide 2 What should the Library do next? (The plans of action for improvement and sustainability.) –Investigate the possibility of new management approach in better utilizing library manpower and unemployed or volunteers –Look for possible donors/alumni/faculty How will this be measured, and against which benchmarking standards? –Set up OA committee to review the service including student, faculty, librarian
Critical success factors Service quality: obtain good user feedback Human resources: leadership, cooperation with other departments, support from the top management Review and feedback: positive feedback from donors/users Access & Resources: availability of resources needed by the University in a few days Infrastructure for internet access/technology
The only man who never makes a mistake is the man who never does anything Theodore Roosevelt I am careful not to confuse excellence with perfection. Excellence, I can reach for; perfection is God business. Michael J. Fox Better Library, Better Life Team 3
Many Thanks to ( ) (Terima Kasih) (Daghang Salamat) Hong Kong University Libraries IGROUP Mr. Richard Luce Ms Ellen Tise Dr. Anthony Ferguson Mr. Peter Sidorko Ms Angela Ko Every speakers! Many Thanks to ( ) (Terima Kasih) (Daghang Salamat) Hong Kong University Libraries IGROUP Mr. Richard Luce Ms Ellen Tise Dr. Anthony Ferguson Mr. Peter Sidorko Ms Angela Ko Every speakers!
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