1. Customer Service Triage: the changing role of the Library Assistant in NHS Greater Glasgow and Clyde Lynn Easton Manager Forrester Cockburn Library, Royal Hospital for Sick Children, Southern General Hospital Library, Glasgow Judith Grady Library Assistant Forrester Cockburn Library

2. The demise of journal receipting on site 201120061800s

3. Acronyms - the world’s full of them ELLA – A new member of staff? Electronic live library assistance Employment law legislative affairs LSS- Life support system Literature search service Lotus smart suite QUEST- Quality electrical systems test Because you are on a quest to find something Quantum entanglement science and technology SMT- Scottish medical training Senior management Team Scars, marks & tattoos CAB- Current awareness bulletin Choose and book Cakes and biscuits POC- Piece of cake Point of care Philippine Olympic Committee

4. Copyright Learn and remember the difference between policy and law

5. Cross site working Lib service RHSCWIGRHGRISGHBOCSTBGGHVOLVIIRHRAH

6. Cross site working Covering sites: Staff named sites they were willing to cover eg 3 hospitals on bus route to work Athens: 5 person team, each with dedicated day, to check emails and web site (Mon – Fri)

7. Cross site working Task board: Suggestion from staff at Library Team Away Day, as a way to get assistance when swamped Overdues: Working with colleague at RAH spearheading the drive to get the books back or posted missing Enabled sites by training colleagues how to use filter function on library catalogue

8. Contacting users? Try nhs.net text facility

9. Electronic Live Library Assistance (ELLA)

10. Future fields of communication? Apps? QUESTDynamed

11. Thank you for your time Library.yorkhill@ggc.scot.nhs.uk