8 SPR - The process Simplify and streamline access 2 year project involving a large number of staffFinal report in December 201019 recommendationsThe key objective of the SPR was to implement high quality, consistent physical and virtual (tele, and online chat) servicepoints across MUL. A service point was defined as the point where contact is made between the library and the user. The intention was to simplify and streamline access for library users, with improved communication of the service points (ie improved user understanding of help-seeking options). From small to large branches a student would feel confident that they would know where to go for help and assistance.Presentation titleSPR August 2011
9 Major working parties formed Interconnections between service points working groupPerformInformAdviseUsing technologies to do things differently working groupInterconnections group – conceptual thinking – how we were to achieve interconnected service points that provide seamless interaction for users – functional mapping – flexibility not dependent on locationInform - The Inform function relates to enquiries requiring core level knowledge and skills. These tasks are carried out at an Information service point. Virtual service points are ask.monash FAQs, ask.monash enquiries, telephone/VOIP, and online chat.Advise -The Advise function relates to complex, multi-layered enquiries requiring diagnostic, instructional and educational skills and knowledge, and often requiring the provision of a range of options. Specialist skills and knowledge are required. These tasks are carried out at a Research and Learning service point. Virtual service points involved are ask.monash enquiries, telephone/VOIP, and online chat.Perform - The Perform function relates to enquiries about services or resources that result in the provision of practical or technical assistance. Specialist skills and knowledge are required. There is no specific location associated with these tasks. Virtual service points involved are ask.monash enquiries, telephone, and online chat.Using tech….. Video conferencing specialist staff etc..SPR August 2011
10 From these two groups a framework was developed Pods working group + design for Research & Learning pointIT infrastructure working groupVirtual Interconnections working groupKnowledge Base working groupTraining working groupThe framework presented guidelines and principles but does not set down specific practices for implementation. Is an overarching document with flexibility to accommodate variations across different branches to meet user needsSPR August 2011
11 Communication It was acknowledged from the outset that any changes introduced would have impact in the workplace, and that those staff who provide frontline services would be the most affected.Regular updates given – verbal, team reports, standing item on Agendas. Library staff bulletinExternal also included Naming Policy – Terminology relating to service pointseSPR August 20111
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