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									                                                                                                                 CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                  Ballarat                                  Bond                                   Canberra


                                                  E-mail reference and information queries
What digital reference (information and           via "Ask a library question"service                                            see Library website
                                                                                              Ask a Librarian
research) services do you offer?                  http://www.ballarat.edu.au/library/services                                    http://www.canberra.edu.au/library/askalib.html
                                                  /question/index.shtml




                                                                                                                                 We monitor customer satisfaction in terms of
What methods (quantitative or qualitative) do     No formal methods. Queries are counted
                                                                                                                                 turnaround time and the number of email
you use to measure service effectiveness or       and categorised for internal information Statistics are kept and categorised
                                                                                                                                 exchanges before the student is satisfied that
performance?                                      only
                                                                                                                                 need has been met.




Are you using any already-developed
performance indicators / measures for digital     None in use                                No                                  No
reference services? Please note any in use.

                                                                                                                                 Only in relation to answer in #2 - that is, if
Have you developed and in-house or local
                                                                                             We ensure that requests are         there are numerous communications before
performance indicators / measures for such        None in use
                                                                                             answered within 2 working days      student is happy, we investigate our
services?                                                                                                                        questioning and referral techniques.

If a standard set of performance indicators /
                                                  We would be interested in reviewing and
measures were to be considered for CAUL                                                                                          yes, if they were relevant to measuring
                                                  possibly using any indicators/measures Yes
libraries, would you be interested in                                                                                            "success" in terms of our own students needs
                                                  developed.
developing and / or using them?
                                                  University of Ballarat would support
Would you agree to recommend commitment           commitment of funds to a reasonable
of CAUL funds to support the development of       level if the majority of CAUL libraries    Yes                                 Yes
indicators and measures?                          support the development of indicators
                                                  and measures.
                                                                                                                                 Would commit staff to "testing" measures
Would you be able to commit relevant staff     Ability to commit staff would be                                                  during development and providing feedback;
resources to participate in the development of dependent on the level of resource            Yes                                 could not commit staff to leading or
indicators and measures?                       needed and the time of year.                                                      coordinating development processes at this
                                                                                                                                 stage (that is, not for at least 6 months.)
                                                                 CAUL and Research) Services
CAUL Survey on Performance Indicators in Digital Reference (InformationSurvey on Performance Indicators in Digital Reference (Informa
  updated 20/8/04
                                                                                                                                   CSU                                                                                                Curtin
                                                        Librarian‟ web based email reference service. Emails are answered within 24 hours (weekdays). The Library‟s SmartSearch Library portal (utilising Metalib and
                                                        SFX software) has a feedback option which patrons use to ask questions about the portal and online resources available through SmartSearch. The Library‟s
                                                        web site includes a number of guides titled “How do I?” which are located on the site‟s front page. These guides were developed in response to regular
                                                        questions about services and resources. In addition the Library‟s Online Reference guide provides a range of resources on a variety of topics in response to       Email query service (Eclectic);
  What digital reference (information and
                                                        reference queries. These include pages on statistics, government information, country profiles, dictionaries, atlases and maps, and much more.The Library is       AskOnline "chat" (Virtual Reference
  research) services do you offer?                      launching an online forum in July 2004 that will be located on the front page of the Library‟s web site. The forum will be used as a reference service, a feedback Toolkit) pilot; SMS Pilot
                                                        forum, a promotional tool and will provide an opportunity for students and Library staff to engage in a public dialogue. Web-ezy, the Library‟s online tutorial,
                                                        provides modular instruction on referencing, question analysis, catalogue and database use, and effective use of the internet. Web-ezy will be revised in late
                                                        2004, early 2005 and be renamed „SmartSkills‟.Library patrons can also contact the Library‟s Site team with any queries about the web site and online resources.



                                                                                                                                                                                                                      Email service - no measures;
                                                        Statistics are kept for the „Ask a Librarian‟, „SmartSearch‟ inquiries and web site inquiries. The Information Services Committee (including the              AskOnline - people are asked to fill
  What methods (quantitative or qualitative) do
                                                        SmartSearch project team and Web Site Committee) regularly analyse the inquiries/ feedback for trends or themes and to determine if new                       out an evaluation sheet which
  you use to measure service effectiveness or
                                                        resources such as Online Reference pages, „How do I?‟ guides or modifications to the Library‟s online resources and services are required.                    includes both quantitative and
  performance?                                          The Rodski survey is conducted every two years.                                                                                                               qualitative feedback; SMS Pilot -
                                                                                                                                                                                                                      optional survey on web site



  Are you using any already-developed
  performance indicators / measures for digital         Not at this stage                                                                                                                                             No
  reference services? Please note any in use.


  Have you developed and in-house or local              The Library is currently working on the implementation of a reference management system. As part of this project we will be considering the
  performance indicators / measures for such            development of performance indicators. All online inquiries are answered within 24 hours during weekdays (to be extended to 7 days once the No
  services?                                             reference management system has been implemented).

  If a standard set of performance indicators /
  measures were to be considered for CAUL
                                                        Yes                                                                                                                                                           Yes
  libraries, would you be interested in
  developing and / or using them?
                                                                                                                                                                                                                      Yes if there was a commitment
  Would you agree to recommend commitment
                                                                                                                                                                                                                      enough that CAUL members would
  of CAUL funds to support the development of           Yes, within reason, provided there was a fixed budget with clear outcomes and time lines specified
                                                                                                                                                                                                                      use the indicators and measures for
  indicators and measures?                                                                                                                                                                                            benchmarking purposes


  Would you be able to commit relevant staff
                                                 Yes, if mutually agreeable timeslot available.Further information: Kerryn Amery, Director, Information Services, CSU contact                                         Yes although timing would need to
  resources to participate in the development of
                                                 kamery@csu.edu.au                                                                                                                                                    be negotiated
  indicators and measures?
ices                                                                                                                       CAUL Survey on Performance Indicators in Digital Reference (Informa
   updated 20/8/04
                                                                                    LaTrobe                                                             Macquarie

                                                        Offers a web based 'Ask a Reference Question'. Email enquiries
                                                        are also sent directly to individual subject librarians. In 2002, the
                                                                                                                              Online Librarian: real time/real talk using chat, screen share and
   What digital reference (information and              library trialed an online/chat reference service targeting off
                                                                                                                              VoIP. This is a shared service between Macquarie and
   research) services do you offer?                     campus post graduate nursing students. Results indicated that
                                                                                                                              Murdoch. Supported by an email reference service.
                                                        the demand from this group was limited and did not warrant the
                                                        high cost of staffing such a service on a continuing basis




                                                        LTU usage statistics provide evidence of demand for the current
   What methods (quantitative or qualitative) do                                                                        Statistics are kept and are compared between the two
                                                        Ask a Reference Question service. Service performance for Ask
   you use to measure service effectiveness or                                                                          universities. Turnaround time for the email service is 24 hours
                                                        a Reference Question is measured by turnaround response time
   performance?                                                                                                         (48 hours over weekend).
                                                        of 48 hours




   Are you using any already-developed
   performance indicators / measures for digital        No                                                                   No
   reference services? Please note any in use.


   Have you developed and in-house or local
   performance indicators / measures for such           No                                                                   No
   services?

   If a standard set of performance indicators /        We would be interested in providing comment as development
                                                        work proceeds but not in taking a lead development role. Using
   measures were to be considered for CAUL
                                                        the indicators/measures - these could be useful to us in          Yes
   libraries, would you be interested in
                                                        evaluating the costs and benefits of moving into this new service
   developing and / or using them?                      area

   Would you agree to recommend commitment                                                                                   Yes. Such services are difficult to measure and hence worth
   of CAUL funds to support the development of          Yes                                                                  investing in developing a standard set of indicators that we all
   indicators and measures?                                                                                                  could use.


   Would you be able to commit relevant staff     We would be prepared to provide comment as development
   resources to participate in the development of proceeds (from the perspective of a library that has chosen not            Yes
   indicators and measures?                       to go down that service path at this point in time)
                                                                                                                     CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                                     Melbourne                                                                            Monash
                                                    Within the Legal Resource Centre (LRC) we have developed and partly
                                                    implemented an "E Reference" system. The client face of the service consists
                                                    of web forms. All data is recorded in a database. The system can be used to
                                                    send individual and generic replies, send out database and research guides and
What digital reference (information and             is linked to a database of FAQs. This system will now be adapted for use within
research) services do you offer?                    Regional Libraries (in rural Victoria) to provide a 24 hour reference service with
                                                    international partners, and potentially for use within the other libraries on our
                                                    main Parkville campus (apart from the LRC) which are currently using email for
                                                    inquiries.                                                                         Online help chat service using VT software; Email help service




What methods (quantitative or qualitative) do
you use to measure service effectiveness or
performance?
                                                    The E reference system automatically collects statistics on users, their          Email service: extensive statistics under topics, KPI of 48 hour turnaround.
                                                    questions and staff responses. These statistics are stored in a searchable        Online help chat: statistics by topic, review of transcripts, user survey embedded
                                                    database.                                                                         in software


Are you using any already-developed
performance indicators / measures for digital       None                                                                              No
reference services? Please note any in use.


Have you developed and in-house or local
performance indicators / measures for such          None                                                                              As for 2. the library has developed a KPI of turnaround time for email queries
services?

If a standard set of performance indicators /
measures were to be considered for CAUL
libraries, would you be interested in                                                                                                 Monash would be interested in using and would be interested in assisting in
developing and / or using them?                     Yes, and they could be important for potential benchmarking purposes as well.     development. Would not be prepared to take lead role.

Would you agree to recommend commitment
of CAUL funds to support the development of
                                                                                                                                      Monash would support but as for colleagues would need more information and
indicators and measures?
                                                    Yes if there are demonstrable benefits.                                           commitment from fellow libraries to use the indicators and measures

Would you be able to commit relevant staff
resources to participate in the development of
indicators and measures?                       The University of Melbourne would consider such a request seriously against            Monash could commit only after identification of need and scope particularly
                                                    other competing demands.                                                          time frame of project
                                                                                                                 CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                               QUT                                                              RMIT                                                                   SCU

                                                                                                                                                                                   Asynchronous email service advertised in
                                                Email Reference service. Web
                                                                                                                                                                                   orientation brochures and similar
                                                Chat Service - 2pm to 6pm
What digital reference (information and                                                                                                                                            documents and also available on Library
                                                Monday to Friday. Phone and face Email reference service
research) services do you offer?                                                                                                                                                   web site. This is for staff and students
                                                to face available during all opening
                                                                                                                                                                                   only. Planning for a real time virtual
                                                hours.
                                                                                                                                                                                   reference service is currently underway.


                                                                                      Quantitative measure of service effectiveness - Response time (measured against stated
                                                                                      response time of 48 hours); Standard reports produced that show various                      A general 'Feedback and Suggestions'
                                                Statistics kept to analyse demand, access/request/use etc statistics. There was an initial evaluation of the service (July-Dec     form is available on the web site and we
What methods (quantitative or qualitative) do   volume and time of demand.            2000) which did some qualitative measurement of answers provided to email queries. The       are currently planning for feedback
you use to measure service effectiveness or     Statistics also used to keep track of purpose of the review was to examine the performance of the service and included             opportunities specific to the service. In the
performance?                                    how long it takes to respond to       addressing whether the responses were of an adequate standard. The evaluation looked         broader context, utilising Rodski survey
                                                email queries.                        at all queries and answers during this time for quality of response. Findings from this      responses to evaluate all reference
                                                                                      evaluation fed into redeveloping the training program for staff involved in providing this   services.
                                                                                      service. There has not been any further qualitative evaluation done.

Are you using any already-developed
performance indicators / measures for digital   No                                   No                                                                                            No
reference services? Please note any in use.


Have you developed and in-house or local
                                                Yes - we aim to have all email
performance indicators / measures for such                                           Yes - see question 2                                                                          No
                                                requests dealt with in 48 hours.
services?

If a standard set of performance indicators /
                                                                                                                                                                                   Yes - we would definitely be interested in
measures were to be considered for CAUL
                                                Yes.                                 Yes - both developing and using                                                               utilising such indcators and be willing to
libraries, would you be interested in
                                                                                                                                                                                   participate in development work.
developing and / or using them?
                                                Most probably - depends on the
Would you agree to recommend commitment                                             No - on the basis that 'in kind' support would be made available and that the types of         Yes - we would definitely be interested in
                                                scope of the proposal and timing of
of CAUL funds to support the development of                                         indicators most likely to be used and favoured by CAUL members would of necessity be           utilising such indcators and be willing to
                                                the need to sommit
indicators and measures?                                                            quantitative and relatively easy to develop.                                                   participate in development work.
                                                funds/resources.


Would you be able to commit relevant staff
                                                                                                                                                                                   Yes, commensurate with our size and
resources to participate in the development of As above.                             Yes - though we would prefer to see scope of project before committing absolutely
                                                                                                                                                                                   capacity at any time.
indicators and measures?
                                                                                                                     CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                           Swinburne                                                              UNSW                                                   UoN
                                                  Interactive: email and web form inquiry service - direct central
                                                  email address is publicised and "Ask Us" web form linked from
                                                                                                                     1. Help On Line - reference service through web site with limited   At the present time UoN runs
                                                  library home page is submitted to the same email addressed -
                                                                                                                     hours; 2 year pilot currently being reviewed; identified as core    Librarian Online 1-5pm Monday-
What digital reference (information and           responses are handled by a team of reference librarians on a
                                                                                                                     reference service with eventually more robust software and          Friday. It's anticipated that the
research) services do you offer?                  rostered basis across all campuses; Passive: web guides -
                                                                                                                     expanded hours of operation. 2. Fully integrated and supported      hours will be extended in 2nd
                                                  "Infogates" subject guides to online and other resources;
                                                                                                                     electronic access and web pages report and feedback process         semester 2004
                                                  database user guides, "Finding information" search strategy
                                                  guide


                                                                                                                                                                                         After the initial trial period we use
                                                                                                                                                                                         the call statistics to find number of
What methods (quantitative or qualitative) do
                                                  Very basic measures only - number of queries, response time, Continuous analysis of access to service and qualitative surveys          transactions. Librarians also provide
you use to measure service effectiveness or
                                                  repeat use, customer feedback (unsolicited comments)         (Q and A) to better inform our training program                           qualitative data on types and levels
performance?                                                                                                                                                                             of calls as well as identifying areas
                                                                                                                                                                                         of further training



Are you using any already-developed
                                                                                                                     No specific indicators at present; we are looking to CAUL for
performance indicators / measures for digital     No                                                                                                                                     No
                                                                                                                     national guidelines
reference services? Please note any in use.


Have you developed and in-house or local
                                                                                                                     Not yet but as we expand our online service as core reference
performance indicators / measures for such        No                                                                                                                                     No
                                                                                                                     service we will be developing performance indicators
services?

If a standard set of performance indicators /
measures were to be considered for CAUL
                                                  Yes                                                                Yes, absolutely                                                     Yes
libraries, would you be interested in
developing and / or using them?

Would you agree to recommend commitment
of CAUL funds to support the development of       Yes                                                                Yes                                                                 Yes
indicators and measures?

                                                                                                                                                                                         If the project was part of the
Would you be able to commit relevant staff     We could commit limited staff participation in seminars /
                                                                                                                                                                                         strategic management plan for the
resources to participate in the development of workshops - participation in ongoing development work would Yes
                                                                                                                                                                                         Library then resources would
indicators and measures?                       also depend on interest of individual staff
                                                                                                                                                                                         probably be found
                                                                                                                            CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                                                                  UQ                                                                                       USA

                                                                                                                                                                          Ask a Librarian Email and / or Chat - Online email / chat service for
                                                                                                                                                                          brief reference information and assistance with using the library's
What digital reference (information and                We offer an email service and chat service which is currently running 12-2 Monday-Friday. This will be extended in resources and services; telephone service - staffed 8am - 6pm
research) services do you offer?                       second semester.                                                                                                   weekdays, Voicemail. These services are additional to normal
                                                                                                                                                                          information desk; Self help guides and online tutorials; virtual
                                                                                                                                                                          libraries; online forms inc. database access problem report




                                                       The services have been integrated into our librarians' work and statistics are kept on the number of queries
What methods (quantitative or qualitative) do          received by both services and the type of queries received in the same way that we keep our information desk       Response time (turn around time for requests); General client
you use to measure service effectiveness or            statistics. We currently have a 48 hour guaranteed turnaround on our email. the emails during the week are usually satisfaction survey; Survey of satisfaction with specific answers;
performance?                                           answered within 12 hours. Questions have been evaluated as to the types of queries being asked and to review       Service growth
                                                       quality of answers. Staff being trained to use the service have their answers reviewed for an initial period.


                                                       Questionpoint does have a survey tool for clients and we did trial it for a short period when the service
Are you using any already-developed                    commenced. This allows for feedback from users as to their satisfaction with the service and the anser they
performance indicators / measures for digital          received. Questionpoint does have a range of statistics that are available but there appear to be problems with           No
                                                       their reliability. Que3stionpoint has a user meeting in July which will include training on the use of their statistics
reference services? Please note any in use.
                                                       and hopefully this will improve the performance indicators that we can use in terms of analysing the use of the
                                                       service and reliability of the software. We would be happy to forward more details on their internal statistics after
Have you developed and in-house or local
                                                       We monitor the email service to ensure our turnaround times are met. We review the answers to check quality
performance indicators / measures for such                                                                                                                                       Yes
                                                       particularly with new users of the service. User feedback.
services?

If a standard set of performance indicators /
measures were to be considered for CAUL
                                                       Yes, UQ would be interested in being involved in their development and use.                                               Yes
libraries, would you be interested in
developing and / or using them?
                                                       Yes we would agree to recommend the commitment of CAUL funds for the development of indicators and
Would you agree to recommend commitment                measures. The review of the literature provides a good overview of the work that has been done to date and we
of CAUL funds to support the development of            should use this o ensure that we do not try to reinvent any wheels. We need to build on the work which has been           Yes
indicators and measures?                               and is being done by authors such as McLure, ankes et al and their analysis of "Statistics, measures and quality
                                                       standards for assessing digital reference library services" and NISO.

Would you be able to commit relevant staff     We would be interested in seeing the outcomes of this survey and how the group plans to proceed prior to deciding
                                                                                                                                                                 Provisionally Yes. Clarification of the expected nature and extent of
resources to participate in the development of what staff resources it might be most appropriatet o commit. Karen Borchardt, k.borchardt@library.uq.edu.au
                                                                                                                                                                 this would be expected before a firm commitment was given
indicators and measures?                       would be our contact person.
                                                                                                                   CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                                                 USC                                                                    USQ
                                                Ask a Librarian service which utilises a web based form that generates an email to the Information
                                                Desk email box. We guarantee a 24 hour response time and the majority of queries are answered
                                                within a couple of hours. The Library FAQs on the web site also have a facility for clients to lodge a   "Ask a Librarian" service - email
What digital reference (information and         query if they are unable to find the answer to their query. Information Access Librarians participate    service using RightNow commercial
                                                in online discussion group on library services via BlackBoard for MBA and MFP students during
research) services do you offer?                                                                                                                         software to track queries and
                                                their online orientation. Websites for teaching and research courses selected by Library staff and       responses
                                                accessible from the library web site include a range of ready reference sites. Two online tutorials
                                                are accessible from the Library web site. The online information literacy tutorial includes models on
                                                the research process


                                                                                                                                                         Regular focus groups with on-
What methods (quantitative or qualitative) do                                                                                                            campus students and telephone
you use to measure service effectiveness or                                                                                                              interviews with off-campus students
performance?                                                                                                                                             (conducted every semester) Rodski
                                                                                                                                                         survey conducted every 2 years




Are you using any already-developed
performance indicators / measures for digital   Not at this stage                                                                                        No
reference services? Please note any in use.


Have you developed and in-house or local                                                                                                                 Response times: Answer or
performance indicators / measures for such      Not at this stage                                                                                        acknowledgement to email queries
services?                                                                                                                                                within 1 working day

If a standard set of performance indicators /
measures were to be considered for CAUL
                                                Yes                                                                                                      Yes
libraries, would you be interested in
developing and / or using them?

Would you agree to recommend commitment
                                                Yes - preference is for CAUL to fund from its research allocation. If CAUL members were asked to
of CAUL funds to support the development of                                                                                                              Would depend on likely commitment
                                                pay a levy, we would agree up to a maximum one time commitment of $500
indicators and measures?


Would you be able to commit relevant staff
                                                                                                                                                         Again, would depend on extent of
resources to participate in the development of Yes
                                                                                                                                                         commitment
indicators and measures?
                                                                                                                     CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                           UTS                                                 UWA                                             VU

                                                                                                         An email based Ask-A-Librarian service, a wide
                                                    Alive - Real Time Online Reference Service; Ask-A-
                                                                                                         range of online guides and help sheets, a wide
                                                    Question - Email Reference Service; Information
What digital reference (information and                                                                  range of digital reference resources available on
                                                    Services Librarians - Direct Email Reference                                                              Email enquiry service
research) services do you offer?                                                                         campus and off campus, a range of online
                                                    Service (in addition to phone and face-to-face
                                                                                                         information skills courses (some general some
                                                    service)
                                                                                                         subject specific)


                                                                                                         A biennial 'Reference Effectiveness' survey which
                                                                                                         surveys clients and reference staff satisfaction
                                                                                                         with the Library's reference services -
What methods (quantitative or qualitative) do       Usage Statistics; Feedback survey offered to         quantitatively or qualitatively; a triennial client Quantitative (quarterly usage
you use to measure service effectiveness or         clients at the end of each Alive session; Focus      survey which amongst other things surveys           statistics) and qualitative (user
performance?                                        groups; Transcripts can be analysed                  clients knowledge and rating of Library services survey)
                                                                                                         including reference and information services -
                                                                                                         quantitatively or qualitatively; feedback received
                                                                                                         by Library staff via verbal and written channels

Are you using any already-developed
performance indicators / measures for digital       No                                                   No                                                   No
reference services? Please note any in use.

                                                                                                                                                              Only in terms of response times i.e.
Have you developed and in-house or local                                                                 Not specifically. General reference service are
                                                                                                                                                              all enquiries received within
performance indicators / measures for such          No                                                   covered in the in-house developed reference
                                                                                                                                                              timeframe responded to within 24
services?                                                                                                effectiveness survey
                                                                                                                                                              hours

If a standard set of performance indicators /
                                                    We are interested in benchmarking with other
measures were to be considered for CAUL                                                                                                                       Yes, would be interested in using
                                                    libraries so would consider working with others to   Possibly - depends what they are
libraries, would you be interested in                                                                                                                         them (benchmarking particularly)
                                                    develop and use performance indicators
developing and / or using them?
                                                                                                                                                              Yes, if it doesn't impact on
Would you agree to recommend commitment                                                                                                                       membership fee - if it impacts on
                                                    Probably but would want to see details before final
of CAUL funds to support the development of                                                             Possibly - depends how much                           membership fee we would need
                                                    commitment
indicators and measures?                                                                                                                                      further details and we would need to
                                                                                                                                                              budget for it
                                                    We are developing performance measures for face
Would you be able to commit relevant staff     to face reference service and would like to extend
resources to participate in the development of these to include digital reference. We would be           Possibly - depends how much                          Interested
indicators and measures?                       interested in working with other to develop
                                                    appropriate indicators and measures.
                                                                                                     CAUL Survey on Performance Indicators in Digital Reference (Informa
updated 20/8/04
                                                                   Wollongong



What digital reference (information and
                                                   Email Librarian, Research Help Chat
research) services do you offer?




                                                   Qualitative - Feedback analysis and exit survey
What methods (quantitative or qualitative) do      (Research Help Chat); Quantitative - Log
you use to measure service effectiveness or        analysis ie number and type of enquiry, time
performance?                                       taken, resources accessed, repeat users etc.
                                                   Turnaround Time for Email a Librarian




Are you using any already-developed
                                                   Measures: Exit survey - email Log analysis -
performance indicators / measures for digital
                                                   Email and Chat
reference services? Please note any in use.

                                                    KPI: Client and Stakeholder Satisfaction; PI:
Have you developed and in-house or local
                                                   Client Feedback Incidents Measures: Added
performance indicators / measures for such
                                                   questions to existing Research Help Chat survey
services?                                          to assess client satisfaction

If a standard set of performance indicators /
measures were to be considered for CAUL
                                                   Yes
libraries, would you be interested in
developing and / or using them?

Would you agree to recommend commitment
of CAUL funds to support the development of        Yes
indicators and measures?


Would you be able to commit relevant staff
                                               Yes, in a contributing mode, not sure we could
resources to participate in the development of
                                               resource leadership mode
indicators and measures?

								
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