1. Service Point Review Monash University Library
Clare Carlsson
Manager, Sir Louis Matheson Library
Faculty Team Leader - Education

2. 2 libraries o/s in Malaysia & South Africa
8 libraries in Victoria
2 libraries o/s in Malaysia & South Africa
259 staff EFT
Some background about Monash
SPR August 2011

3. Staff Collection Overheads Other
Budget $42.2m
Staff
38.35%
Collection
29.26%
Overheads
23.68%
Other
8.71%
Presentation title
28th February 2011

4. Monash University Library
+3.2 million items
+1,100 databases
+72,845 e-serials
+341,825 e-books
+4 mill visitors
+1,619,814 loans
+129,000 inquiries
SPR August 2011

5. 2011 Library Student Survey
5/10 top performers relate to Library staff (Insync)
Personal interaction at both physical and virtual service points continues to be highly valued.
SPR August 2011

6. The difference a word can make….
Information
Snap shot survey 2011
“…glorified ushers…”
Inside Higher Ed. What Students Don’t know 22 August 2011
SPR August 2011

7. and another word……
Loans
SPR August 2011

8. SPR - The process Simplify and streamline access
2 year project involving a large number of staff
Final report in December 2010
19 recommendations
The 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 title
SPR August 2011

9. Major working parties formed
Interconnections between service points working group
Perform
Inform
Advise
Using technologies to do things differently working group
Interconnections group – conceptual thinking – how we were to achieve interconnected service points that provide seamless interaction for users – functional mapping – flexibility not dependent on location
Inform - 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 point
IT infrastructure working group
Virtual Interconnections working group
Knowledge Base working group
Training working group
The 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 needs
SPR 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 bulletin
External also included Naming Policy – Terminology relating to service points e
SPR August 20111

12. SPR August 2011