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					                                                                                                                                                                                                                                                                  REFERENCE SERVICES QUESTIONNAIRE (UTS 29-10-02)




                      Q1 REFERENCE SERVICES
                      1.1 Which of the following reference services does your library offer to the University Community                                                                                                        Q1.2 How are these         Q1.3 How have you     Comments                                                                            Q1.4 What trends in demand for reference services have you measured during the last 2 years?
                                                                                                                                                                                                                               services staffed?          resourced support for
                                                                                                                                                                                                                                                          new services?




                                                                                services


                                                                                               services
                                           service




                                                                             As:Separate


                                                                                           As:Combined
                                                                    online
                         Face-to-face




                                                     reference




                                                                                                                                                                                                                                                                                                                                                                         face-to-face
                                                                                                                                                                                                                                                                                                                                                                           reference



                                                                                                                                                                                                                                                                                                                                                                                             electronic/re
                                                         Email
                                        Telephone




                                                                                                                                                                                                                                                                                                                                                                                                    mote
                                                                 Real-time
University Name                                                                                           Other                                                  Comment. Please indicate which services are                                                                                                                                                                                                 Comments
                                                                                                                                                                 combined




Australian National                                                                                                                                              Face-to-face and telephone. An email service is also          All reference librarians   Existing staff provide                                                                                    No change                                Increase in 'unmeasured' services - email and telephone follow-up calls to staff who provide subject
University                                                                                                                                                       provided                                                      support all services       additional services                                                                                                                                based information literacy and also to staff whose names appear on subject pages/guides on the web.




Bond University                                                                                                                                                  Face-to-face, telephone and email reference services      All reference librarians       Existing staff provide   Specialist reference service is provided in ad hoc way through appointments 24%                      Increase             The increase of 24% asterisked above is for 2002 over 2001 figures due largely to an increase in the
                                                                                                                                                                 are all handled by the one staff member rostered at the support all services             additional services      with the relevant Liaison Librarian - this is usually subject specialisation but Increase                                 student population. AskALibrarian was introduced in 2002 so there are no comparative figures available.
                                                                                                                                                                 Library's Information Desk. This desk is staffed 9.00am -                                                         may be statistical expertise and in future there may also be specialisation for
                                                                                                                                                                 9.00pm Mon-Thu, 9.00am - 6.00pm Fri and 10.00am -                                                                 EndNote support.
                                                                                                                                                                 6.00pm Sat and Sun. Service points outside Library
                                                                                                                                                                 premises. One Liaison Librarian is trialling offering an
                                                                                                                                                                 information service in the School of IT 2 times a week.
                                                                                                                                                                 This is predominantly for the benefit of academic staff
                                                                                                                                                                 and PG students.




Charles Sturt                                                                                             Distance Education sections deal with many of the We are investigating the provision of a virtual reference All reference librarians            OTHER                    We have considered collaboration & will be revisiting                            Decrease            50%
University                                                                                                queries from DE students. DE services are located service                                                   support all services                                                                                                                                              Increase
                                                                                                          in Library premises

Curtin University                                                                                         Senior Librarians have offices on the Divisions and Face-to-face and telephone are combined in quieter       Specialist teams are    Existing staff provide              Not specialist teams for the reference desk - Librarians (from all areas of the Increase             71%                  3.7% increase between 2000 and 2001 ( for face-to-face + phone). Huge increase partly due to service
                                                                                                          work within the Divisions full time providing support times of the day (eg. before 10.30am and after 3.30pm) dedicated to supporting additional services                 library) and library technicians staff the reference desk + phone service. The 3.7%                  Increase             only being introduced mid 2000. However, Jan-Aug 01 and Jan-Aug 02 show a 29% increase which is
                                                                                                          to academics and postgraduate research students. Monday-Friday & on weekends.                                some of the services                                        email service is managed by one Librarian and two library technicians who                                                 still considerable.
                                                                                                                                                                                                                                                                                   'farm' out queries to relevant librarians/library technicians depending on the
                                                                                                                                                                                                                                                                                   type of query. Existing staff provide additional services... the library
                                                                                                                                                                                                                                                                                   technicians are now an integral part of the reference desk and so while not
                                                                                                                                                                                                                                                                                   additional (ie they have defined roles within the library) they are additional to
                                                                                                                                                                                                                                                                                   reference support.
Deakin University                                                                                         The Library includes a number of help services into    Single service desks operate at the smaller campuses.         All reference librarians   Existing staff provide   There is a tiered approach to all reference services - desk, telephone, online. Decrease             Increase             There is an increase in telephone enquiry and online enquiry. Currently we are reviewing management
                                                                                                          its web pages and the catalogue. Currently we are      Librarians are on calll rather than being rostered to the     support all services       additional services      The initial point of contact may be a clerk or library technician. The enquiry 5%                                         statistics in order to monitor trends in the online environment. The online environment is expanding with
                                                                                                          developing options for embedding services into the     single service desks. The larger campuses have                                                                    is referred to a librarian as required - in accordance with documented                                                    the implementation of new teaching and learning technologies in the University.
                                                                                                          new learning management system - Deakin                separate reference desks. Two separate telephone                                                                  guidelines.
                                                                                                          Studies Online. Distance education students may        services operate for general enquiry and specialist
                                                                                                          request Subject Searches. These requests can be        enquiry for off-campus students. A combined email
                                                                                                          made online, by telephone, by fax or by post.          reference service is provided for on-campus and off-
                                                                                                          Librarians conduct the reference interview remotely    campus students. The email service is currently
                                                                                                          and provide the required resources by email or the     provided by off-campus library staff. A working group
                                                                                                          post.                                                  has been established to consider real-time online
                                                                                                                                                                 reference service.




Griffith University                                                                                                                                              Traditional library reference services, IT support service.                              Additional staff have      Griffith University has partnered with QUT to provide an after hours support   No change No change
                                                                                                                                                                 A new Contact Centre will be implemented in 1st                                          been appointed to          service for clients of both institutions. The expanded service will be
                                                                                                                                                                 semester 2003; it is expected that the range of services                                 support expanded           implemented early in 2003.
                                                                                                                                                                 offered will be expanded gradually overtime.                                             range of services.
                                                                                                                                                                                                                                                          Collaboration with other
                                                                                                                                                                                                                                                          libraries (e.g. Australian
                                                                                                                                                                                                                                                          or international partners
                                                                                                                                                                                                                                                          for 24 x 7)


James Cook                                                                                                Although the telephone, email and online services      We also have a web-form for queries and have just         All reference librarians       Other                    Fewer staff provide additional services                                          Increase            Increase             This is guesswork as we have only kept figures for 16 months and we can't separate 'library' from 'IT'.
University                                                                                                are primarily handled from a separate service point,   introduced Action Remedy help desk software which we support all services.                                                                                                                                                                  Subjectivity there has been a greater increase in face-to-face presentations, but this is partly an artefact
                                                                                                          all four can be and are offered from the desk and      intend to extend to library queries once we have                                                                                                                                                                                            of the combined IT service where more system stability and user experience seems to have reduced
                                                                                                          call centre.                                           established it for IT queries. Chat is being trialled.                                                                                                                                                                                      telephone/email queries slightly for IT matters while library queries increase. This slight renaissance in
                                                                                                                                                                 Virtual reference software is on our expectation horizon.                                                                                                                                                                                   reference queries comes after a larger decline.




Macquarie                                                                                                                                                        Face to face and telephone.                                   Specialist teams are    Existing staff provide    Staffing the virtual reference service is voluntary. Email is answered by two      Marginal            Increase             The demand is for more access to e-resources in full-text and also seamless access I.e. no technical
University                                                                                                                                                                                                                     dedicated to supporting additional services.      staff. We are in discussion with Murdoch University about extending hours          Decrease                                 barriers to searching databases (solved by ezproxy and vendors willing to change access routes).
                                                                                                                                                                                                                               some of the services    Collaboration with other for virtual reference. All reference librarians work on the reference desk.
                                                                                                                                                                                                                                                       libraries (eg. Australian
                                                                                                                                                                                                                                                       or International partners
                                                                                                                                                                                                                                                       for 24x7)




Murdoch                                                                                                   Staff at the reference desk provide telephone          Liaison librarians provide services from academic        Specialist teams are    Existing staff provide           Additional staff have been appointed to support expanded range of services. No change Increase                            The formal email reference service has not been advertised. Would not expect a significant increase in
                                                                                                          services are combined: services and respond to         Divisions (ie outside the library) for a half day each   dedicated to supporting additional services              Staff work restricted shifts weekdays at the reference desk and some nights.                                              demand without making it much more accessible than it is at present, where people have to find it on the
                                                                                                          email enquiries as time permits - complex email        week. Space is made available by the Divisions; staff    some of the services                                     This means that staff have more off desk time in which to respond to other                                                website. Do receive increasingly more enquiries via email addressed to liaison librarians from academic
                                                                                                          enquiries may be finalised in other time.              take their laptops to connect to the network. Discussion                                                          queries (eg. Email queries from academics), and work from academic                                                        staff and post grads, and general emails addressed to the webmaster.
                                                                                                          Catalogue/holdings                    telephone        of a shared real time online reference service underway                                                           divisions. However, we will find it difficult to staff an online reference service
                                                                                                          enquiries normally answered from an Enquiries          with Macquarie; general discussions taking place with                                                             without using additional resources, unless the time available is severely
                                                                                                          service point separate from the reference desk         other WA university libraries.                                                                                    restricted.



Northern Territory                                                                                        Face-to-face, telephone, email                                                                                       All reference Librarians   Existing staff provide                                                                                    No change approx                         Increase in trouble shooting calls from external. Instructional queries are still the highest for both face to
University                                                                                                                                                                                                                     support all services       additional services                                                                                                 20%                            face and electronic
                                                                                                                                                                                                                                                                                                                                                                              Increase




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              Page 1
                                                                                                                                                                                                                                                                   REFERENCE SERVICES QUESTIONNAIRE (UTS 29-10-02)




                         Q1 REFERENCE SERVICES
                         1.1 Which of the following reference services does your library offer to the University Community                                                                                                        Q1.2 How are these         Q1.3 How have you     Comments                                                                           Q1.4 What trends in demand for reference services have you measured during the last 2 years?
                                                                                                                                                                                                                                  services staffed?          resourced support for
                                                                                                                                                                                                                                                             new services?




                                                                                   services


                                                                                                  services
                                              service




                                                                                As:Separate


                                                                                              As:Combined
                                                                       online
                            Face-to-face




                                                        reference




                                                                                                                                                                                                                                                                                                                                                                            face-to-face
                                                                                                                                                                                                                                                                                                                                                                              reference



                                                                                                                                                                                                                                                                                                                                                                                                electronic/re
                                                            Email
                                           Telephone




                                                                                                                                                                                                                                                                                                                                                                                                       mote
                                                                    Real-time
University Name                                                                                              Other                                                    Comment. Please indicate which services are                                                                                                                                                                                               Comments
                                                                                                                                                                      combined




Queensland                                                                                                   Face-to-face and telephone. Searches and                 Trailing Net Meeting software with cohort of EXT            All reference Librarians   Existing staff provide   Email reference service is new this year. We have not promoted heavily and 8.8% YTD                  7%                   Nature of transactions is changing but patterns vary between campuses. One campus reports fewer
University of                                                                                                information provision for external students              students Sem. 2. Examining Virtual ref commercial           support all services       additional services      demand is manageable, but we need to look at the whole area in 2003 to       Decrease                Decrease             transactions but those that are handheld are more complex. Another campus report drop in complexity of
Technology                                                                                                   provided, with mail out of information sources           software options with a view to trial in 2003                                                                   find ways of expanding Virtual Ref Service whilst still meeting Face-to-face                                              queries handled.
                                                                                                                                                                                                                                                                                      demand. It is as simple as taking staff off the Info desk.

RMIT University                                                                                                                                                       Face-to-face and telephone services are combined.           Specialist teams are    Existing staff provide      For query and e-chat specialist teams are rostered                              5%                   32%                  Decrease is mainly due to having a number of queries coming in 2001 about authentication that have
Library                                                                                                                                                               There are no service points outside library premises.       dedicated to supporting additional services                                                                                         Decrease             Decrease             been resolved.
                                                                                                                                                                                                                                  some of the services



Southern Cross                                                                                                                                                        All services are combined                                   All reference Librarians   Existing staff provide   Generally speaking existing staff manage these services however non-           18%                   2%                   The 'decrease' in face-to-face percentage is inflated because of improvements to client access to the
University, Lismore                                                                                                                                                                                                               support all services       additional services      reference services staff are asked to back-fill gaps for the ongoing desk-type Decrease              Decrease             library's web resources in 2002. In 2000 & 2001 a significant proportion of Reference Services queries
Campus                                                                                                                                                                                                                                                                                duties.                                                                                                                   were technical I.e. logins.




Swinburn University                                                                                          Telephone and face-to-face. Service points outside       The definitions above do not reflect reality well.     All reference Librarians        Existing staff provide   Swinburne has a Library workforce which has been declining in number            No Change No Change Statistics are not very robust, consisting of simple numerical counts, which do not provide a reliable basis
of Technology                                                                                                Library premises. Reference staff are located in two     Swinburne staff answer about 100,000 questions pa,     support all services            additional services      since 1998.                                                                                         to say anything. A new approach was trialled in 2001, and implemented fully in 2002 Semester 2.
                                                                                                             areas of the University with strong focus on             half of them at loans desks, and very few of them
                                                                                                             research / postgraduate study. Information literacy      'reference' as narrowly as defined. At some campuses
                                                                                                             training                                                 there are single, multi-purpose information desks
                                                                                                                                                                      staffed by HEW4 staff and above. The whole University
                                                                                                                                                                      will move to this model at Semester 1, 2003. At larger
                                                                                                                                                                      campuses the new Single Service Desk will be
                                                                                                                                                                      supplemented by a reference consultation area.


University of Ballarat                                                                                                                                                Increasingly reference service is being viewed as           All reference librarians Existing staff provide     University Of Ballarat Library offers a combined reference/helpdesk service     Increase             Increase             Statistics for the period 1999 – 2002 indicate that while there has been an overall increase in both the
(Mt Helen Campus                                                                                                                                                      something offered across all library functions and not      support all services.    additional services        from the Mt Helen Campus Library (higher education). Rostered staff                                                       number of face to face and electronic reference queries for the period 2000 – 2001 the number of
Library)                                                                                                                                                              just restricted to the Information Desk. Reference          Specialist teams are                                provide support across all areas with second level queries referred to                                                    queries has fallen this year and we anticipate an approximate % change of up to 10% across the
                                                                                                                                                                      services may be offered to a greater or lesser degree       dedicated to supporting                             appropriate ‘expert’ staff. Resourcing issues have impacted on the ability of                                             combined total all query types*. In real terms we will see a significant decrease in face to face queries
                                                                                                                                                                      from lending and document delivery service points and       some of the services.                               staff to address and respond to new and emerging service/reference issues                                                 although electronic/remote queries continue to increase. * all query types combine library/helpdesk
                                                                                                                                                                      as a result we are in the process of reviewing ways in                                                          and in some areas this continues to be problematic (for example reference
                                                                                                                                                                      which flexible staffing arrangements and improved staff                                                         services to off-shore students). Where possible we review and re-focus
                                                                                                                                                                      development and training can contribute to a more                                                               staffing to better adapt to changing need - increasing the number of
                                                                                                                                                                      consistent level of service across the whole library.                                                           Information Officer appointments (HEW4/5) and reducing the amount of
                                                                                                                                                                                                                                                                                      time Information Librarians are rostered at the desk has been one of these.
                                                                                                                                                                                                                                                                                      This has largely been facilitated by an increase in the number of
                                                                                                                                                                                                                                                                                      directional/ready reference type queries and technology support queries.

University of                                                                                                Subject librarians provide individual consultations      Service points outside Library premises. Subject       All reference librarians                                 All reference librarians support these services but staff from non Reference    1.7%                 Increase             The email requests include emails to a central library address as well as to individual reference librarians.
Canterbury Library                                                                                           for senior undergrad and postgraduate students,          librarian's plan to spend time in academic departments support all services.                                    have been trained to assist with the Line Online chat service.                  Increase                                  We began collecting this information more formally in 2002. The live chat service began in April 2002.
                                                                                                             visit new and existing academic staff to                 during the academic year - 'Information clinics'                                                                                                                                                                                          Usage is currently low but we are anticipating an increased uptake from 2003 when we will be able to
                                                                                                             demonstrate new products etc.                                                                                                                                                                                                                                                                      make a comparison.



University of                                                                                                                                                                                                                     All reference Librarians   Existing staff provide                                                                                   No Change Increase                        Anecdotal. Have not consistently separated electronic/remote from face-to-face.
Melbourne                                                                                                                                                                                                                         support all services       additional services

University of                                                                                                                                                         Face-to-face, phone and IT support services are             All reference Librarians   Existing staff provide                                                                                   30%                  40%
Newcastle                                                                                                                                                             combined. Service points outside Library premises. 2        support all services       additional services                                                                                      Decrease             Increase
                                                                                                                                                                      libraries on the main campus of the University and 2
                                                                                                                                                                      branch libraries.


University of New                                                                                                                                                     Face-to-face and telephone are combined services.           All reference Librarians   Existing staff provide                                                                                   No change Increase % Have not been collecting e-reference statistics for very long.
England                                                                                                                                                                                                                           support all services       additional services                                                                                                not known



University of New                                                                                            Only face-to-face and telephone sometimes                                                                            Specialist teams are    Existing staff provide    Reference staff numbers have been in decline for a number of years. These 20.7%                        Increase             Electronic reference statistics have not been kept in a comprehensive way until now. The new chat
South Wales                                                                                                  combined. Outside the main Library there are a                                                                       dedicated to supporting additional services.      same staff are also providing a hugely increased level of information literacy Decrease                                     service is too new to identify trends.
                                                                                                             small number of very small inquiry services in                                                                       some of the services    Collaboration with other services.
                                                                                                             faculty 'libraries' and 'resource centres' and a few                                                                                         libraries (eg. Australian
                                                                                                             research centres                                                                                                                             or international partners
                                                                                                                                                                                                                                                          for 24x7)
University of Otago                                                                                                                                                   Telephone at desk and in staff office. Referrals from       Specialist teams are    Existing staff provide      As new services are introduced staff generally manage to 'absorb' these by 7%                        50%                  This increase is for service to remote students.
                                                                                                                                                                      Ref. Info to offices are combined services                  dedicated to supporting additional services.        reprioritising and manipulating their jobs. Additional staff are employed from Increase              Increase
                                                                                                                                                                                                                                  some of the services    Additional staff have       time to time on fixed term contracts to assist.
                                                                                                                                                                                                                                                          been appointed to
                                                                                                                                                                                                                                                          support expanded
                                                                                                                                                                                                                                                          range of services.
University of                                                                                                The staffing of our chat service and email service       On weekends staff are answering email and desk              All reference librarians Existing staff provide     We have found that by sharing the rostering for our email service between       Decrease             Increase             We have yet to complete our statistics for 2002 but looking at the trend from Jan - Nov / in Social
Queensland Library                                                                                           are treated as the equivalent of a desk shift. At this   queries, during the week staff deal with face to face and   support all services.    additional services        all librarians the service which has been operating now for over 2 years we                                               Sciences and Humanities Library our largest branch there has been a decrease of 14% overall in our
                                                                                                             stage we do not anticipate that staff on our             phone queries from our Information Desks, and               Specialist teams are                                are able to staff the service without needing to appoint extra staff for that                                             enquiries. This is a decrease of 19% for directional queries and 8% for reference queries. Improvements
                                                                                                             information desks would be required to deal with         rostered for email service while away from our              dedicated to supporting                             service.                                                                                                                  made in the web site this year resulted in a decrease in enquiries both electronically and at our
                                                                                                             chat sessions at the same time. The desks are too        Information Desks                                           some of the services.                                                                                                                                                         Information Desks for some sorts of information, one example is the reduction of pin and password
                                                                                                             busy.                                                                                                                                                                                                                                                                                              enquiries, customers are now able to self help from our web site. there has been a huge increase in the
                                                                                                                                                                                                                                                                                                                                                                                                                use of the website - difficult to define 'reference services' in the new DIY environment.




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Page 2
                                                                                                                                                                                                                                                                   REFERENCE SERVICES QUESTIONNAIRE (UTS 29-10-02)




                         Q1 REFERENCE SERVICES
                         1.1 Which of the following reference services does your library offer to the University Community                                                                                                        Q1.2 How are these         Q1.3 How have you     Comments                                                                              Q1.4 What trends in demand for reference services have you measured during the last 2 years?
                                                                                                                                                                                                                                  services staffed?          resourced support for
                                                                                                                                                                                                                                                             new services?




                                                                                   services


                                                                                                  services
                                              service




                                                                                As:Separate


                                                                                              As:Combined
                                                                       online
                            Face-to-face




                                                        reference




                                                                                                                                                                                                                                                                                                                                                                              face-to-face
                                                                                                                                                                                                                                                                                                                                                                                reference



                                                                                                                                                                                                                                                                                                                                                                                                   electronic/re
                                                            Email
                                           Telephone




                                                                                                                                                                                                                                                                                                                                                                                                          mote
                                                                    Real-time
University Name                                                                                              Other                                                  Comment. Please indicate which services are                                                                                                                                                                                                    Comments
                                                                                                                                                                    combined




University of                                                                                                All are under one manager                              All client-initiated services, including all enquiries from   All reference Librarians                            Professional subject liaison librarians support services as necessary, but         Decrease            Increase              Dependent on what is included as ref services. The web-based inquiry service is only a couple of years
Southern                                                                                                                                                            on and off campus students, have brought under one            support all services                                other staff from HEW levels 3-6 are also rostered at service points. New                                                     old; demand is increasing but not steeply. Requests for subject searches from off-campus students have
Queensland                                                                                                                                                          management in Client Services. The staff who deliver                                                              services have been resourced by this re-distribution of responsibility to less                                               declined as more material comes on line in full text.
                                                                                                                                                                    the services are drawn from a number of different                                                                 senior staff.
                                                                                                                                                                    areas.

University of South                                                                                                                                                 Telephone and email (also fax and web form) are               Specialist teams are    Existing staff provide      Contract staff appointed to help with enquiries from clients other than UniSA No change Decrease                             Increase in email requests, decrease in telephone. Known item requests stable, literature search
Australia                                                                                                                                                           combined services. Responses refer to centralised             dedicated to supporting additional services.        staff and students                                                                                                           requests have declined. Requests for assistance in using resources increased.
                                                                                                                                                                    Flexible Delivery Service. Reference staff at campuses        some of the services
                                                                                                                                                                    also respond to telephone, email and face-to-face



University of Sydney                                                                                                                                                Generally face to face and telephone: chat service            Specialist teams are    Existing staff provide      Generally existing staff are used. LiveChat was staffed collaboratively by all     NA                  NA                    Total figures for the library system are not available yet. However in Fisher Library there has been a
                                                                                                                                                                    (LiveChat) was offered in 2002, as a pilot, only to           dedicated to supporting additional services.        reference staff, not necessarily professional librarians, from the humanities                                                continuing decrease in the number of face to face and telephone reference enquired at the Information
                                                                                                                                                                    students in the humanities and social sciences                some of the services    Additional staff have       and social sciences libraries. The VEIN initiative, an information service for                                               Desk for a number of years.
                                                                                                                                                                    faculties: email "Ask a librarian" service is distributed,                            been appointed to           veterinary and animal scientists is staffed partly by specially contracted staff
                                                                                                                                                                    like face to face and telephone, amongst 20 libraries                                 support expanded            as well as continuing staff, as is the service to Legal Practitioners'
                                                                                                                                                                                                                                                          range of services.          Admission Board students.

University of                                                                                                Service points outside Library premises - Library                                                                    Specialist teams are    Existing staff provide      Additional staff have been appointed to support expanded range of services. 38%                                              Email reference has increased 19% Real Time On-line is being piloted and is too early to measure
Technology, Sydney                                                                                           Reference Service (Library Common) offered from                                                                      dedicated to supporting additional services         Collaboration with other libraries (e.g. Australian or international partners for increase
                                                                                                             IT Support Desk remote from Library for clinic                                                                       some of the services                                24x7). Librarians support F2F, E-mail and Real Time Online Reference,
                                                                                                             hours                                                                                                                                                                    Para professionals support the Telephone Help Desk



University of the                                                                                                                                                   All reference services are combined.                          All reference librarians   Existing staff provide                                                                                      15.4%               40%                   Implementation of EZYPROXY for authentication led to reduction in queries regarding database access.
Sunshine Coast                                                                                                                                                                                                                    support all services       additional services.                                                                                        Increase            decrease              Addition of library FAQs to website and online information. Literacy tutorial provides more support for
                                                                                                                                                                                                                                                                                                                                                                                                                   remote students.




University of                                                                                                All selected services                                                                                                All reference Librarians   Existing staff provide                                                                                      No change 700%                            Based on 2000-2002 collation of e-mail reference questions
Western Australia                                                                                                                                                                                                                 support all services       additional services                                                                                                   Increase

University of                                                                                                                                                       Face to face and telephone assistance offered from            All reference Librarians   Existing staff provide   Email enquiry services supported by existing reference staff.                      No change 20%
Western Sydney                                                                                                                                                      library service points.                                       support all services       additional services                                                                                                   Increase

University of                                                                                                Service points outside Library premises -           Telephone and Face to face. Email is quite separate.             All reference librarians   Existing staff provide   Reassessed priorities to ensure support and utilised staff outside the main        6.4%                250%                  Electronic refers to the library's email service. The service began at the start of 2000.
Wollongong                                                                                                   Partnership between UOW and TAFE at                                                                                  support all services       additional services.     library.                                                                           Decrease            Increase
                                                                                                             Shoalhaven where we provided the service and                                                                                                    Service has been
                                                                                                             TAFE contributes. Batemans Bay agreement with                                                                                                   outsourced to TAFE or
                                                                                                             local council - they provide the service we provide                                                                                             Local Council.
                                                                                                             the collection and access to electronic resources.
                                                                                                             Similar arrangements with Bega Council and Moss
                                                                                                             Vale TAFE. New partnership with Loftus TAFE to
                                                                                                             be made effective from 2003.




Victoria University                                                                                                                                                                                                                                          Existing staff provide   Staffing for email inquiry service is drawn from reference/information &                               100%
                                                                                                                                                                                                                                                             additional services      technical service areas, and is voluntary. Telephone & face-to-face provided                           Increase
                                                                                                                                                                                                                                                                                      by all & existing reference-information services staff mainly when rostered at
                                                                                                                                                                                                                                                                                      service points.
Victoria University of                                                                                       Service points outised Library premises. We have a Staff rostered on reference desk in main library may              All reference librarians   Additional staff have    A full time Information Leteracy co-ordinator was appointed this year. Extra       No change           Approx      Figures above are across the board for all librarie except Law where indicated and Architecture and
Wellington, New                                                                                              central library plus 3 other faculty libraries offering occaisionally take telephone Enquiries; staff rostered in    support all services.      been appointed to        staff member appointed in Architecture and Design faculty library to cope          at Law              10%         Design, where face to face enquiries have increased along with student numbers in the faculty.
Zealand                                                                                                      reference services. One of these is a 1 person          law library often do.                                        Specialist teams are       support expanded         with expanding student numbers in the faculty.                                     Library             increase at
                                                                                                             service point. Law libraries assist lecturers with                                                                   dedicated to supporting    range of services.                                                                                          Approx              Law Library
                                                                                                             resserach queries, database searches and user                                                                        some of the services.                                                                                                                  17%
                                                                                                             education in their offices                                                                                                                                                                                                                                  decrease in
                                                                                                                                                                                                                                                                                                                                                                         others


       TOTAL              32                 32         31             9         12            29




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             Page 3
                       Q2. Evaluation of Reference Services
University Name        Q2.1 How do you measure the quality of your          Comments                                             Q2.2 If you are aware of other useful research or   Comments
                       reference service delivery?                                                                               assessment tools to measure reference service
                                                                                                                                 quality please provide details:

Australian National    Not at all                                    It is intended to conduct focus group exercises in
University                                                           2003
Bond University        Surveys. Rodski Customer Survey. Focus Groups The Focus groups are used to follow up             We are investigating other methods such as
                                                                     particular aspects of customer service             benchmarking against service standards
Charles Sturt          Surveys. Rodski
University
Curtin University      Surveys. Rodski Client Survey (CAUL)                 Would love to find a KPI that's easily
                                                                            manageable and implementable!
Deakin University      Surveys, Focus groups                                We use a combination of customer research that
                                                                            includes workshops, print and online surveys;
                                                                            and in-house service reviews. The reviews have
                                                                            resulted in changes to service models in order to
                                                                            target our resources on developmental areas of
                                                                            reference service. We have participated in
                                                                            CAVAL and CAUL working groups to develop
                                                                            best practice services.


Griffith University    Rodski survey. Focus groups
James Cook             Surveys. Rodski, in-house, as part of wider          Library Talk-Back Board (electronic and paper)
University             student evaluations by the University.               also provide useful feedback along with in
                                                                            person and email comments
Macquarie University   Surveys. Rodski, reference desk 'mini surveys',      Have been used for web usability trials and in
                       reference desk stats, feedback from academic         the past, to gather feedack to improve services.
                       staff (informal and formal via meetings), analysis
                       of requests, suggestion box (e and on campus),
                       walking the floor and talking with customers.
                       Focus Groups
Murdoch                Surveys. Client/Congruence survey previously         Don't do enough of it! Most is self assessment
                       used by CAUL; the Rodski survey doesn't enable       normally in the context of how services are
                       us to focus on reference services to the extent      delivered, as opposed to how well the service is
                       that we would like.                                  delivered. Have spent some time looking at
                                                                            CAVAL measures, have yet to implement a
                                                                            formal program.


Northern Territory     Surveys. Incorporated into the Client Satisfaction
University             Survey
Queensland             Surveys. Usually locally contracted survey work.     Some PI's set. Surveys covering whole of
University of          No specific tool - sometimes focus groups            Division and all Library services have been
Technology             sometimes print surveys and more recently online     done, but have been wrestling with how to do
                       (web) surveys and questionnaires.                    qualitative evaluation of reference for some time.



RMIT University        Surveys. Rodski & University Experience Survey       Smaller surveys are conducted of specific
Library                                                                     groups such as Research students, post
                                                                            graduate students




Southern Cross         Surveys. CAUL Client Satisfaction Surveu             Intend to put more effort into evaluation in 2003
University - Lismore   (Rodski)                                             using various methods including focus groups.
campus




                                                                                                                                                                                                Page 4
                         Q2. Evaluation of Reference Services
University Name          Q2.1 How do you measure the quality of your        Comments                                            Q2.2 If you are aware of other useful research or        Comments
                         reference service delivery?                                                                            assessment tools to measure reference service
                                                                                                                                quality please provide details:

Swinburn University      Surveys. Rodski (from 2002). Internal University From time to time there are either focus groups       Recently devised a quantitative survey instrument
of Technology            wide student surveys. In house student survey of or information consultations with student Union       and plan to use this each semester
                         reference, 2001. Focus Groups                    Members.

University of Ballarat   Surveys. Information Desk Customer Perceptions                                                         See: Wilson, A., & Pitman, L. (2000). Best practice
                         Survey (2000) RODSKI 2002                                                                              handbook for Australian university libraries Canberra:
                                                                                                                                Evaluations and Investigations Programme Higher
                                                                                                                                Education Division, Department of Education,
University of            Surveys. A member of collection services and       A focus group of postgraduate social science        Training and Youth Affairs. Wilson, A., Pitman, L.,
                                                                                                                                ServQual is under investigation by a library wide &
Canterbury Library       Information services approached each academic      students was held in 1998. Law Library focus        project group.
                         dept. personally with a simple survey at the end   groups were held in 2002.
                         of 2001. Focus groups

University of            Surveys. Included as a question in a wider
Melbourne                customer survey.
University of New        Surveys. Rodski Library Customer Survey            Rodski Survey results do not make it clear
England                                                                     whether reference or other service points are
                                                                            being commented on
University of            Not at all
Newcastle
University of New        Surveys. Rodski, Facilities survey, Materials      In the past few years have not done any             ASK model (reference only). WOREP (reference             LibQual is a close relative of the Rodski
South Wales              availability, Focus groups.                        reference only surveys. A number of regular         only) and all the general performance indicators         approach which has been used
                                                                            surveys have been done but they are not             frameworks such as: EQUINOX, ISO, Business               regularly. A self assessment using ABQF
                                                                            reference specific. Either broader in focus of      Excellence Frameworks, Libqual, McKinnon                 was undertaken a couple of years ago.
                                                                            focus on other matters.                             Benchmarking Model, IBC, etc                             However the assessments have always
                                                                                                                                                                                         been broader than reference. Focus
                                                                                                                                                                                         groups have also been done but on
                                                                                                                                                                                         broader service issues.


University of Otago      Surveys. University wide student survey            In addition to the formal survey, unsolicited
                                                                            verbal and written feedback is received.




University of            Surveys, we use a Rodski Library Client Survey
Queensland Library       and focus groups.

University of                                                               Have turn around times for off-campus
Southern Queensland                                                         enquiries, and have done general client
                                                                            satisfaction surveys over several years. But
                                                                            developing quality measures is a priority for the
                                                                            new manager, Client Services.


University of South      Surveys. In-house form, CAUL and Rodski                                                                LibQUAL is to be considered
Australia                satisfaction surveys




                                                                                                                                                                                                                                     Page 5
                         Q2. Evaluation of Reference Services
University Name          Q2.1 How do you measure the quality of your          Comments                                        Q2.2 If you are aware of other useful research or      Comments
                         reference service delivery?                                                                          assessment tools to measure reference service
                                                                                                                              quality please provide details:

University of Sydney     Surveys. Total figures for the library system are    In-house client surveys have been used in the   A paper setting out some measures used at UWA
                         not available yet. However in Fisher Library there   past but not across the entire system.          and based on the CAVAL ASK approach was given
                         has been a continuing decrease in the number of      Evaluation, except for training classes, has    at RAISS Revelling in Reference symposium 2001: Is
                         face to face and telephone reference enquired at     generally been informal rather than             reference making the difference? Finding useful
                         the Information Desk for a number of years.          measurement, eg complaints, feedback,           performance measures.
                                                                              unsolicited compliments, supervisors
                                                                              observations.

University of            Surveys. In-house ad-hoc surveys. Exit surveys Focus groups will be used to determine needs          We are aware of ServQul and will investigate LibQual
Technology, Sydney       of Research Help Desk clients during two days in and expectations and to evaluate service in         + in 2003 with a view to adapting in to form our own
                         September, 2002 as a trial. Rodski client survey. 2003. Exit surveys                                 instrument




University of the        Surveys. Rodski                                      Other Instruments. Suggestion & Comments.       One very simple measure is to ask ' have I answered
Sunshine Coast                                                                Clients can complete suggestion and comments    your question?' when finishing a reference
                                                                              form on line and in print. Provides us with     transaction. We also document this in our reference
                                                                              another measure of the service.                 questions statistics



University of Western    Surveys. Three yearly Library and twice yearly       Cross-sectional surveys of the University       Reference team devised 'gap analysis' survey (not      Statistician advised gap analysis
Australia                reference survey.                                    Community.                                      LibQUAL)                                               ineffective for us.
University of Western    Not at all                                           Currently assessing methods of evaluation
Sydney
University of            Rodski and in-house surveys. Focus groups
Wollongong
Victoria University      Not at all
Victoria University of   Surveys - Annual survey of liaison services          Faculty libraries rely mainly on informal       Peer review. Competency checkers or 'driving           Currently looking at designing some core
Wellington, New          (designed in-house), Evaluation forms for user       feedback, but are considering use of focus      licences' 'Secret shoppers'                            competency checkers for use in liaison
Zealand                  education classes                                    groups and other tools in future                                                                       services




                                                                                                                                                                                                                                Page 6
                      Q3. Information Technology Support Services for Clients in the Library
                      Q3.1 For which of the following is formal support available in the Library premises?                                                                                     Q3.2 How is IT support for clients provided in the Library



                                      passwords
                        Software




                                                                                            technology




                                                                                                                                                                                                                     Technology



                                                                                                                                                                                                                                    Technology


                                                                                                                                                                                                                                                  Converged
                                                                                             Education
                                   Authentication


                                                    Printing




                                                                                                                                                                                                   Reference desk




                                                                                                                                                                                                                                                     service
                                                               presentations


                                                                               production




                                                                                                                                                                                                                    Support Desk



                                                                                                                                                                                                                                   Support Desk




                                                                                                                                                                                                                                                               Roving service
                                                                                                         Online learning

                                                                                                                           Other




                                                                                                                                                                                                                                                                                                         Other
                                                                 support for
                                                                 Audiovisual




                                                                                                                                                                                                                                    Educational




                                                                                                                                                                                                                                                                                No support
                                                                                                                                                                                                                     Information
                                                                                             equipment
                                                                               Multimedia
University Name                                                              Comment                                                                                                                                                                                                                             Comment                                                        Q3.3 By whom is the Library's IT support service for clients
                                                                                                                                                                                                                                                                                                                                                                                staffed?




Australian                                                                                                                         Student consultants from 'InfoPlace' are located in                                                                                                                                                                                          University IT Staff - casual.
National                                                                                                                           library buildings to provide assistance to students
University                                                                                                                         using computers. 'InfoPlace' is a lab in the Chifley
                                                                                                                                   Building with facilities for most staff/student needs,
                                                                                                                                   staffed by student consultants
Bond University                                                                                                                    Library staff contact the ITS help desk on behalf of                                                                                                                                                                                         Library staff provide IT support for Library
                                                                                                                                   Library clients to request assistance                                                                                                                                                                                                        applications and basic support for the broad range of software
                                                                                                                                                                                                                                                                                                                                                                                applications that are available through the many "common use"
                                                                                                                                                                                                                                                                                                                                                                                workstations in the Library. There is ongoing training for Library
                                                                                                                                                                                                                                                                                                                                                                                staff to gradually increase skills to support IT needs of library
                                                                                                                                                                                                                                                                                                                                                                                lients.
Charles Sturt                                                                                                                                                                                                                                                                                                    The rostered Librarian 'roves' from time to time during each Reference Librarians
University                                                                                                                                                                                                                                                                                                       shift around the workstations and OPACs to check on
                                                                                                                                                                                                                                                                                                                 problems and assist users. Not much time is spent sitting at
                                                                                                                                                                                                                                                                                                                 the reference desk.
Curtin University                                                                                                                  Librarians and library technicians provide informal                                                                                                       Email &             One of the people rostered on the reference desk roves         Reference Librarians and Library technicians
                                                                                                                                   support for all of the above (except media production).                                                                                                   Phone               through the computer area on level 3 of main library.
                                                                                                                                   Have had a large increase in technical support                                                                                                            reference           Library technicians rove periodically on other floors of the
                                                                                                                                   requests which are being resolved at present. Staff                                                                                                       services            library.
                                                                                                                                   have become multi-skilled in this area and it is very
                                                                                                                                   difficult to keep up to date.
Deakin University                                                                                                                  Melbourne Campus (largest on-campus population)                                                                                                                               The IT support desk is a telephone help service that can be Library IT staff - Permanent, University IT staff - Permanent and
                                                                                                                                   has introduced a wireless environment and lends                                                                                                                               phoned directly from "in-house" handsets in the Library.    Reference Librarians
                                                                                                                                   laptops. It is currently investigating the feasibility of                                                                                                                     Library staff assist via service desks and there is roving
                                                                                                                                   an internet café. The campus libraries participate in                                                                                                                         assistance at the largest campus.
                                                                                                                                   the University's audiostreaming service by lending
                                                                                                                                   equipment to academic staff and uploading
                                                                                                                                   recordings. Student equipment is lent via Innopac by
                                                                                                                                   AV Services.
Griffith University

James Cook                                                                                                                         Library Reference and IT Help Desk functions are                                                                                                                              A very limited roving service is provided for the newly        Permanent and casual Library IT staff eg. Computing students
University                                                                                                                         combined so that formal first/second-level support is                                                                                                                         installed InfoCommons.                                         and reference librarians
                                                                                                                                   provided for all standard IT matters.




Macquarie                                                                                                                                                                                                                                                                                                        Basic IT service help at reference desk - otherwise referred   Permanent and casual Library IT staff eg. Computing students
University                                                                                                                                                                                                                                                                                                       to help desk and/or roving IT support staff




Murdoch                                                                                                                                                                                                                                                                                                          The IT Helpdesk is run for students from a separate desk in Library IT staff - Permanent and casual
                                                                                                                                                                                                                                                                                                                 the Library. Previously offered a combined reference/IT
                                                                                                                                                                                                                                                                                                                 service from the Information desk, but found that is was too
                                                                                                                                                                                                                                                                                                                 difficult to up-skill the staff.



Northern                                                                                                                           Currently planning for the implementation of a small                                                                                                                          Reference desk provides main support, although we provide Reference Librarians and Phone call access to IT Support Desk
Territory                                                                                                                          information commons in 2003 which will see the other                                                                                                                          a telephone for clients to have easy access to the IT     located off library premises
University                                                                                                                         areas ticked as well.                                                                                                                                                         Support Desk located off Library premises



Queensland                                                                                                                         Campus variations                                                                                                                                                             One campus has the Reference and IT help desk adjacent. University IT staff Permanent and casual. Reference Librarians
University of                                                                                                                                                                                                                                                                                                    Other campuses do not have IT helpdesk within the Library.
Technology                                                                                                                                                                                                                                                                                                       Staff at these branches have developed excellent IT skills
                                                                                                                                                                                                                                                                                                                 and knowledge of QUT systems in general. They will try to
                                                                                                                                                                                                                                                                                                                 help students on the spot as much as possible, but this
                                                                                                                                                                                                                                                                                                                 does vary depending on time available [ ie. number of
                                                                                                                                                                                                                                                                                                                 students waiting for help at that time]. General attitude of
                                                                                                                                                                                                                                                                                                                 staff is to try to help, as students do like to give up their PC
                                                                                                                                                                                                                                                                                                                 to go to helpdesk outside the Library.


RMIT University                                                                                                                                                                                                                                                                                                  Roving service by library staff.                               Reference librarians and Information Delivery staff.




                                                                                                                                                                                                                                                                                                                                                                                                                                                     Page 7
                    Q3. Information Technology Support Services for Clients in the Library
                    Q3.1 For which of the following is formal support available in the Library premises?                                                                                     Q3.2 How is IT support for clients provided in the Library



                                    passwords
                      Software




                                                                                          technology




                                                                                                                                                                                                                   Technology



                                                                                                                                                                                                                                  Technology


                                                                                                                                                                                                                                                Converged
                                 Authentication


                                                  Printing



                                                             presentations


                                                                             production
                                                                                           Education




                                                                                                                                                                                                 Reference desk




                                                                                                                                                                                                                                                   service
                                                                                                                                                                                                                  Support Desk



                                                                                                                                                                                                                                 Support Desk




                                                                                                                                                                                                                                                             Roving service
                                                                                                       Online learning

                                                                                                                         Other




                                                                                                                                                                                                                                                                                                     Other
                                                               support for
                                                               Audiovisual




                                                                                                                                                                                                                                  Educational




                                                                                                                                                                                                                                                                              No support
                                                                                                                                                                                                                   Information
                                                                                           equipment
                                                                             Multimedia
University Name                                                            Comment                                                                                                                                                                                                                           Comment                                                      Q3.3 By whom is the Library's IT support service for clients
                                                                                                                                                                                                                                                                                                                                                                          staffed?




Southern Cross                                                                                                                                                                                                                                                                                               Reference desk do low-level support e.g. authentication      Reference Librarians
University -                                                                                                                                                                                                                                                                                                 queries and acts as a referral point to IT Help Desk
Lismore Campus                                                                                                                                                                                                                                                                                               services.




Swinburn                                                                                                                         The ticked categories involve substantial support. The                                                                                                                      Basic IT support is provided from all library desks -        Reference Librarians
University of                                                                                                                    unticked categories involve less substantial support                                                                                                                        reference, circulation, single desk. From 2003 it will be
Technology                                                                                                                       and other University units provide the main support.                                                                                                                        provided from the Single Service Desk in all campuses.



University of                                                                                                                    An outline of formal services available from the Mt                                                                                                                                                                                      Permanent and Casual IT staff. Reference Librarians
Ballarat                                                                                                                         Helen Campus Library Information Desk is available
                                                                                                                                 at
                                                                                                                                 http://www.ballarat.edu.au/isb/library/infolit/informatio
                                                                                                                                 n_desk/services.shtml Limited audiovisual
                                                                                                                                 technology support is offered. Students are referred
                                                                                                                                 for this, multimedia production and other support
                                                                                                                                 related to education technology equipment to Media
                                                                                                                                 Technology Services
                                                                                                                                 http://www.ballarat.edu.au/isb/mediatech/index.shtml


University of                                                                                                                    Student accounts and office applications are                                                                                                                                There is a large computer lab situated in the library building Reference Librarians
Canterbury                                                                                                                       managed by the university IT department but library                                                                                                                         which is managed by an IT technician. Because the lab is
                                                                                                                                 staff provide as much assistance as we are able. It is                                                                                                                      not staffed after hours or at weekends, library staff deal with
                                                                                                                                 not a formal service but an extension of Help Desk                                                                                                                          many IT questions.
                                                                                                                                 activities especially now that there are computer labs
                                                                                                                                 situated within the library building


University of                                                                                                                    Not all services available in all Libraries. Some                                                                                                                           The distinctions are not so meaningful in our environment.   Other
Melbourne                                                                                                                        support provided by Library staff in faculties.                                                                                                                             Though librarians are employed on reference desks, they
                                                                                                                                                                                                                                                                                                             provide a certain amount of IT support and have a direct
                                                                                                                                                                                                                                                                                                             line to IT to assist with customer queries in those cases
                                                                                                                                                                                                                                                                                                             where assistance is beyond what library staff can provide




University of New                                                                                                                                                                                                                                                                                                                                                         Reference Librarians
England
University of                                                                                                                                                                                                                                                                                                                                                             Library IT staff - Permanent. Reference Librarians
Newcastle




University of New                                                                                                                Software, printing, authentication and online learning                                                                                                    Backroom      Assistance is provided by default. If librarians cannot cope Library IT staff - Permanent. Librarians are the de facto front line
South Wales                                                                                                                      assistance have only been provided by default to                                                                                                          Library IT    they ring a Help number which alerts two Library ITSU staff as they are on the desks and the IT staff are usually in the
                                                                                                                                 assist users who use reference query channels on                                                                                                          staff alerted and support is then arranged                                 workrooms.
                                                                                                                                 Library premises or have contacted reference staff by                                                                                                     by librarians
                                                                                                                                 phone, email or chat from outside. Office applications                                                                                                    ringing a
                                                                                                                                 are mainly available through faculty facilities or the                                                                                                    help desk
                                                                                                                                 Union: authentication matters are principally the                                                                                                         number
                                                                                                                                 Comms Unit responsibility and online learning
                                                                                                                                 primarily the responsibility of Edtec.
University of                                                                                                                    OTHER: PIMS personal information management                                                                                                                                 ITS and Library staff share some competencies in each        Library IT staff - permanent. University IT staff - permanent &
Otago                                                                                                                            system. Library Staff and IT staff have a range of                                                                                                                          others domains.                                              casual. Reference Librarians and library assistants.
                                                                                                                                 shared competencies




                                                                                                                                                                                                                                                                                                                                                                                                                                             Page 8
                    Q3. Information Technology Support Services for Clients in the Library
                    Q3.1 For which of the following is formal support available in the Library premises?                                                                                    Q3.2 How is IT support for clients provided in the Library



                                    passwords
                      Software




                                                                                          technology




                                                                                                                                                                                                                  Technology



                                                                                                                                                                                                                                 Technology


                                                                                                                                                                                                                                               Converged
                                                                             production
                                                                                           Education
                                                  Printing




                                                                                                                                                                                                Reference desk




                                                                                                                                                                                                                                                  service
                                 Authentication




                                                             presentations




                                                                                                                                                                                                                 Support Desk



                                                                                                                                                                                                                                Support Desk




                                                                                                                                                                                                                                                             Roving service
                                                                                                        Online learning

                                                                                                                          Other




                                                                                                                                                                                                                                                                                               Other
                                                               support for
                                                               Audiovisual




                                                                                                                                                                                                                                 Educational




                                                                                                                                                                                                                                                                              No support
                                                                                                                                                                                                                  Information
                                                                                           equipment
                                                                             Multimedia
University Name                                                            Comment                                                                                                                                                                                                                     Comment                                                         Q3.3 By whom is the Library's IT support service for clients
                                                                                                                                                                                                                                                                                                                                                                       staffed?




University of                                                                                                                     The Library provides an AskIT service for students.                                                                                                                  The Library uses a system of Library Information             Library IT staff - Permanent and Casual (Computing Students)
Queensland                                                                                                                        The staff provides a range of assistance similar to                                                                                                                  Technology Liaison Officers (LITLOs), these staff are
Library                                                                                                                           reference ie. Face to Face, Email and Phone.                                                                                                                         trained to assist our Library Technology Service and can be
                                                                                                                                  Multimedia production support is to be introduced in                                                                                                                 called onto the floor to troubleshoot problems with
                                                                                                                                  2003 at our Iswich Campus Library. The University                                                                                                                    computers within the Library prior to calling in the Library
                                                                                                                                  uses WebCT                                                                                                                                                           Technology Service. Some of our Librarians are trained
                                                                                                                                                                                                                                                                                                       LITLOs and so can also give some assistance with IT
                                                                                                                                                                                                                                                                                                       support.




University of                                                                                                                                                                                                                                                                                          Support is provided by library staff for users of library       Library IT staff - Permanent
Southern                                                                                                                                                                                                                                                                                               machines. There are more machines in ITS labs within the
Queensland                                                                                                                                                                                                                                                                                             library and ITS support those.


University of                                                                                                                                                                                                                                                                                          Varies by campus and by time of year. Usually provided by Library IT staff - Permanent and Reference Librarians
South Australia                                                                                                                                                                                                                                                                                        library technicians
University of                                                                                                                     Office applications are to be more freely available on                                                                                                                                                                         Reference librarians
Sydney                                                                                                                            public PCs to be installed in Jan 2003. This may
                                                                                                                                  require formal support
University of                                                                                                                                                                                                                                                                                          Facilities Manager is primarily responsible for print. Library Reference librarians
Technology,                                                                                                                                                                                                                                                                                            staff answer basic enquiries about printing, software and
Sydney                                                                                                                                                                                                                                                                                                 authentication issues



University of the                                                                                                                 IT services are housed in the library building                                                                                                                       IT student help desk is located on the library loan desk        University IT staff.
Sunshine Coast




University of                                                                                                                     Application software support about to be trialled                                                                                                                    Reference staff initial contact point for IT support            Library IT staff - Permanent and Reference Librarians
Western Australia

University of                                                                                                                     Online learning support represents a significant                                                                                                                     Campus libraries maintain single service desks                  Reference Librarians
Western Sydney                                                                                                                    increase in equity                                                                                                                                                   (loans/reference) with additional reference staff rostered as
                                                                                                                                                                                                                                                                                                       'rovers' during peak usage periods.



University of                                                                                                                     Printing support is primarily provided by Rovers and                                                                                                                 This is only provided during specific hours and is a very       Casual
Wollongong                                                                                                                        Copycard                                                                                                                                                             limited service. UOW IT staff provide support to staff and
                                                                                                                                                                                                                                                                                                       the Library's systems rather than support for Clients.



Victoria                                                                                                                                                                                                                                                                                                                                                            Reference librarians. Loans staff for printing authentication and
University                                                                                                                                                                                                                                                                                                                                                          online learning & Copy Centre staff for printing
Victoria                                                                                                                          The checked boxes apply to Central and Law libraries                                                                                                                 The checked boxes apply to Central and Law libraries; other Permanent and casual University IT staff.
University of                                                                                                                     only; support in the Architecture and Design Library is                                                                                                              Faculty libraries rely on telephone / email helpdesk service
Wellington, New                                                                                                                   by phone.
Zealand



     TOTAL           24             27            31              9             6             9        21                 4                                                                   22                    10              0             6         11                0            4




                                                                                                                                                                                                                                                                                                                                                                                                                                        Page 9
University Name     Comment




Australian
National
University



Bond University




Charles Sturt       The Library Director for Information
University          Services, the Library Web Coordinator
                    and Web Site group deal with more
                    complex IT access issues. Often this is
                    in collaboration with DIT.
Curtin University




Deakin University There are a variety of options provided -
                  depending on the type of enquiry.




Griffith University Staff are trained in all aspects of the
                    converged service.
James Cook          Library IT specialist staff provide most
University          of the support 9-5 with backup from
                    librarians. Librarians provide most of
                    the support after hours. There is very
                    limited roving support from casual
                    student appointments which may grow
Macquarie           with the InfoCommons. not necessarily
                    Mainly casual students,
University          computing ones.




Murdoch             Small number of permanent library IT
                    staff whose role is related to helpdesk
                    and desktop support only. Most
                    Helpdesk staff are computing students
                    on casual contracts.


Northern
Territory
University



Queensland          Varies from campus to campus as per
University of       previous comments
Technology




RMIT University




                                                               Page 10
University Name     Comment




Southern Cross
University -
Lismore Campus




Swinburn            Support varies. From 2003 it will be
University of       provided by all desk staff
Technology



University of       All staff rostered at the Information
Ballarat            Desk are members of the Information
                    Literacy & Research Services team.
                    Coordinating staff are either library or
                    IT qualified. All members of the team,
                    including the team manager, are
                    regularly rostered at this service point.




University of
Canterbury




University of       There is no separate library IT support
Melbourne           service for clients it is part of the
                    reference desk. The service that is
                    provided is backed up by outside IT
                    support.




University of New
England
University of     The loans staff have received training
Newcastle         on passwords, printing problems and
                  trouble shooting. So more low level
                  enquiries are being absorbed by the
                  loans area.
University of New The two PC support staff in question
South Wales       will be included in a new unit which is
                  planned for next March




University of
Otago




                                                                Page 11
University Name     Comment




University of
Queensland
Library




University of       Library staff at the inquiry desk, not
Southern            necessarily professionals.
Queensland

University of
South Australia
University of
Sydney

University of       Librarians provide some basic IT
Technology,         support from the RHD but most
Sydney              enquiries are referred to IT support
                    outside the Library


University of the   Also Library staff, reference and loans.
Sunshine Coast      Library staff may provide 1st level of
                    support for simple enquiries outside of
                    the posted Help Desk hours.

University of
Western Australia

University of       Reference staff may seek specialist
Western Sydney      library IT staff advice on specific issues.




University of       e.g. Computing students
Wollongong




Victoria
University
Victoria            As part of a major library refurbishment
University of       and planning exercise investigating the
Wellington, New     desireabillity of joint IT and library
Zealand             helpdesks (including converged service
                    with Reference or Lending services).

     TOTAL




                                                                  Page 12
                       Q4. CHANGING PATTERNS OF SERVICE DELIVERY
University Name        Are you planning any changes in reference and other support service models? Please describe and briefly indicate the reasons.
Australian National    Convergence of IT and reference desk functions with IT training to be provided to reference desk staff. Maintenance of student consultant model for PC labs located in
University             Library buildings. Integration of help desk functions across campus, based on new help-desk software.
Bond University        "Drop-In" Tutorials will be trialled to provide more individualised in-depth assistance for students in 2003. These tutorials will commence once the formal information
                       literacy program has been completed by the end of week 4 in the semester.
Charles Sturt          1. Investigating the purchase of our virtual reference service to replace our current email service. Most of our patrons are DE. 2. Greater Integration of DE and
University             Information Reference Services. 3. Reviewing opening hours at some campuses in response to comments made in the Rodski survey. 4. Increasing printing and
                       computing facilities in some campus Libraries.

Curtin University      Looking at virtual reference which will be investigated and piloted in 2003. [reason: see the need to implement, the real time support is very attractive]. Also
                       investigating how to handle the increasing Inquiries [reason: the number of IT queries staff at the reference desk are handling is increasing dramatically].

Deakin University      Yes. We are currently reviewing our virtual reference services. If real-time online chat is introduced, we will need to re-model services. Deakin prides itself in its
                       services to distance education students (on-shore and off-shore) and in its flexible course delivery options. Those factors are impacting on our desire to improve online
                       reference services. Much of our effort is also at the "front end" of reference services i.e. linking directly to information resources from online courses, providing
                       electronic readings, improving information literacy skills, demystifying our web pages, providing more online help for databases, improving the catalogue, and improving
                       authentication.
Griffith University    As indicated, Griffith will implement a Contact Centre model for 1st semester 2003. This model builds on the integrated desk concept which was implemented at Griffith
                       in the mid 1990s and will cover face-to-face, phone and virtual enquiries.
James Cook             The Action Remedy software will cause changes to IT support which are likely to flow onto library support. Virtual Reference software will be introduced once
University             appropriate resourcing is available. Both will provide more effective and more like face-to-face, remote assistance.
Macquarie University   We are considering lots of things because we are about to undergo planning for a Learning Common, further incorporating IT, flexible learning, library and student
                       admin. May lead to 'super desks'. The implementation of heldesk software (Remedy) for university-wide IT support is well underway. Also considering the role of the
                       outreach librarians and supporting the needs of International students, postgrads etc. We are trialing an online librarian service between Murdoch and ourselves.

Murdoch                Constantly reviewing the service models, as not confident that they are working as well as they could. Constrained by budget in what can be delivered. Have expanded
                       service points from a single service point offering reference /inquiry services to three separate service points - inquiry, reference, IT. The latter two work reasonably
                       well, but the inquiry service point which is staffed by HEW3/4 staff from across the library works less well. Will be reviewing this service point in particular over the next
                       couple of months, with a few to improving staff training, and supervision of the service point. Also interested in online reference services. The University has recently
                       decided to purchase helpdesk software aimed primarily at IT helpdesk support - intend investigating the usefulness in supporting reference and inquiry services as well.
                       Particularly interested in 'knowledge based' development.


Northern Territory     Currently preparing the reference librarians to be able to support an information commons set up, so they will be providing more hands-on support for students involved
University             in using multimedia software applications. Trying to streamline instructional services to prevent duplication in teaching and assessment. Also developing more
                       electronic aids for users eg. bulletin board for database problem updates.
Queensland             Exploring Virtual Reference options to meet needs of diverse client base. Also looking to other models of service, eg. Roving services - wanting to explore new models
University of          of service delivery in 2003.
Technology
RMIT University        In the process of implementing real time reference service for a 12 month evaluation trial. Very interested in the results of this survey, as a way of evaluating service
                       models.
Southern Cross         Currently planning to amalgamate two service points - the Lending Services and the Reference services desks into a single service point. Part of this is to rationalise
University - Lismore   the amount of professional staff on duty to allow more time to concentrate on teaching, research needs, liaison work etc.
campus
Swinburn University    The Single Service Desk model will be implemented from Semester 1, 2003. Will be happy to provide further information upon request.
of Technology




                                                                                                                                                                                                        Page 13
                         Q4. CHANGING PATTERNS OF SERVICE DELIVERY
University Name          Are you planning any changes in reference and other support service models? Please describe and briefly indicate the reasons.
University of Ballarat   University Of Ballarat Library offers a combined reference/helpdesk service from the Mt Helen Campus Library (higher education). Rostered staff provide support
(Mt Helen Campus         across all areas with second level queries referred to appropriate ‘expert’ staff. Resourcing issues have impacted on the ability of staff to address and respond to new
Library)                 and emerging service/reference issues and in some areas this continues to be problematic (for example reference services to off-shore students). Where possible we
                         review and re-focus staffing to better adapt to changing need - increasing the number of Information Officer appointments (HEW4/5) and reducing the amount of time
                         Information Librarians are rostered at the desk has been one of these. This has largely been facilitated by an increase in the number of directional/ready reference type
                         queries and technology support queries.
University of            Due to staffing freezes we can no longer staff our Reference Help desk with permanent staff after hours. We are looking at a joint Lending/Help Desk model for a
Canterbury               weekend and evening service using a combination of permanent and casual staffing.
University of            Current plans are to move to one telephone number for all calls. Where possible it is intended to expand the 'one-stop' shop concept for library reference and IT
Melbourne                services.
University of New        Currently e-reference is handled by designated staff. We would like to install request management software which would allow us to involve all staff more easily. Would
England                  also like to offer chat with two-way interaction sharing PC control.
University of            The Library will begin a pilot project with LSSI in 2003. We have jointly purchased a license with University Iowa.
Newcastle
University of New        Two changes are planned. 1. Low traffic/out of hours reference will be provided this summer (as a trial) using an integrated desk model in order to provide satisfying
South Wales              experiences for both users and staff. 2. An Equipment Support Unit (ESU) will be set up on the entry level with a public desk to provide front of house IT support for
                         users and back of house IT support staff for desktop machines. There will be at least 5 staff. This unit will be part of the newly named User services Department and
                         include the 2 current ITSU staff.
University of Otago    Reference chat service. This will be particularly valuable to students studying from a distance as well as providing a service to on campus students.
University of          With the introduction of the new chat service next year, we will be monitoring our service model to ensure that the needs of our students are best met and our staffing
Queensland Library     loads are balanced. We will also be monitoring our reference statistics to ensure that we have the right service model in place. the website itself will continue to be
                       strengthened and improved.
University of Southern Have recently placed all these services under one manager in Client Services, to provide a holistic client experience and ensure comparability of service between on
Queensland             and off campus students. One project planned is development of a call centre model for all non face-to-face enquiries.

University of South      Virtual reference desk software (LISSI) to be investigated in 2003. Seeking flexibility in staffing in multi-campus environment
Australia
University of Sydney     To better utilise staff resources in Fisher Library we are working towards a new service point which combines simple reference and other types of enquiries. More
                         complex enquiries would be referred to appropriate staff. The real possibility of a large information commons would also necessitate library input/partnership in an IT
                         support service. This may or may not be a joint desk. We would also expect to expand the LiveChat service to all libraries.

University of            The Reference Services Review is expected to result in changes. The operating hours of our ALIVE service (Real time 'chat' reference) will be extended in 2003,
Technology, Sydney       hopefully in collaboration with other libraries. Reference service will stay substantially the same. Directional and basic catalogue queries are already handled at the
                         Enquiries and Loans Desk. Library Common Desk Service outside the library premises will be reviewed. Library will introduce 'peer' rovers for IT support and to assist
                         students at the shelves, and work towards partnerships with University IT Unit and others to provide a range of services e.g. academic writing. Impact of rovers will
                         hopefully lead to decrease in numbers of staff rostered at the RHD at any one time. Reftracker and similar tools are being investigated to ensure queries are recorded
                         and fed into service improvement and web development.
University of the     Integration of library reference desk and IT help desk is under consideration. Use of students also being considered. New Design for desk.
Sunshine Coast
University of Western No changes are planned in the short term: reference staff continually monitor trends and advise accordingly.
Australia
University of Western
Sydney




                                                                                                                                                                                                     Page 14
                         Q4. CHANGING PATTERNS OF SERVICE DELIVERY
University Name          Are you planning any changes in reference and other support service models? Please describe and briefly indicate the reasons.
University of            We are about to make a number of changes to Reference services. This will include: 1. Opening an Information Desk (name to be announced) for directional type
Wollongong               enquiries. It will be staffed by teams across the library - the exceptions being Lending Services and IT. This will be the first information point as you enter the Library.
                         2. Opening a Research Desk (name to be announced) This will be staffed primarily by Reference staff but supported by librarians (HEW 5 and above) from across the
                         Library and very experienced HEW 4s. 3. Virtual Chat (name to be announced) This will be staffed by Reference staff.


Victoria University      Investigating chat / other software to improve online/digital reference support.
Victoria University of   Next academic year, professionaly qualified refernce librarians will staff the reference desk in the central library in the evenings (5-8.30pm) instead of paraprofessional
Wellington, New          assistants. Feedback suggests this is a requirement due to numbers of part-time and postgraduates visiting the library during these hours, requiring more expert help
Zealand                  for their research. The same goes for Saturday opening hours, 1pm to 5pm.




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