LIS Goals 2008-09
This is a page for storing goals for LIS for 2008-09.
Goal: Create divisional faculty advisory groups in order to increase communication between LIS and faculty
Actions: Recruit representatives from each department, schedule meetings, publish notes to Faculty LIS Advisory Committee website.
Outcome: Regular two-way communications between all academic departments and programs and LIS to inform our planning and resource allocation, and to guide our assessment efforts.
People/Areas Involved: All academic departments and programs; representatives from LIS to serve on the committees.
Date: Groups to begin meeting in December 2008.
More information can be found at http://docs.google.com/Doc?id=df2dswdk_55698frj7c4
Goal: Lead the re-architecting and re-design of the major Middlebury websites
Actions: We will work with students, faculty, and staff from across the College and MIIS to re-do our web presence. This will include a new information architecture, a new software platform, and an increased attention to the inclusion of rich media, and of community-building tools.
Outcome: Redesigned website, and a revised approach to website maintenance and development, including a new staffing plan.
People/Areas Involved: We are involving the entire community in this process; we have a workgroup consisting of faculty, students, and staff developing and implementing plans.
Date: Project kicked off in October 2008, and to complete Phase One by August 2009
More information can be found at http://blogs.middlebury.edu/webredo/
Goal: Redefine the major areas of this division to ensure that the organization is structured effectively to support the work that we do. This will include planning for the creation of cross-functional teams.
Actions: We are doing SWOT (strength, weakness, opportunity, threat) analyses for each of our areas and workgroups, soliciting ideas for new teams, surveying our peer institutions, consulting with our advisory groups, as a means of collecting as much input as possible during this process.
Outcome: A new organizational strucuture for LIS.
People/Areas Involved: All of LIS, and input from the rest of campus through our advisory groups.
Date: Project kicked off in September 2008, and to complete by January 2009.
More information can be found at http://blogs.middlebury.edu/list/2008/09/26/lis-re-org-update-sept-2008/
Goal: Create a project directory to improve communication about projects within the organization, and to our constituents
Actions: Create an advisory group, pick a platform (likely to be a wiki), develop templates and a taxonomy, train people in how to use it, develop a plan for maintenance.
Outcome: A directory that will contain all present, planned, and possible LIS projects as a means of understanding what our commitments are, resource and budget planning, and communicating with our partners on projects.
People/Areas Involved: All of LIS.
Date: Launch project in Winter of 2009, with goal of having operational by mid-Spring
Create a student advisory group
Work with various offices on campus to identify students interested in participating in on-going dialogues about LIS services as a means both of receiving feedback, and for planning for new or revised services. We'll begin recruitment in the Fall of 2008, with the goal of beginning meetings by mid-October.
1. Goal: Comprehensive review of how space is utilized in the Main Library, including staff office spaces and how much of each floor and area of the library should be collections, study space, etc.
Possible Actions: form a study group of stakeholders to draft and review various options, solicit input from students and faculty, develop achievable scenarios
Outcome: a plan for an improved space that is more welcoming, less wasteful of square footage, more efficient for staffing
Date: June 09
1. Goal: Remove JSTOR and Project Muse holdings held in print (i.e. physical volumes) as appropriate (Copy Cataloging; Collection Development)
Possible Actions: Review and refine procedures to edit III and OCLC records to reflect changes; remove bound vols. from shelves; coordinate recycling; update A-Z list; implement OCLC electronic holdings service
Outcome: Physical vols. of journals now available through JSTOR and Project Muse are removed from shelves and catalog descriptions; vols. are disposed of in as environmentally conscious manner as possible; space in bound periodicals shelving area; e-holdings visible in WorldCat alleviating ILL requests for items we already have access to
2. Goal: Withdraw 14000 LPs stored in Special Collections (Copy Cat; Spec Coll; Music Library)
Possible Actions: review criteria for withdrawal (completed); create lists of LPs to keep/remove; find new home if possible (leads identified); identify important LPs to keep or replace on CD as needed
Outcome: reclamation of shelve space in Spec. Collections
1. Goal: Review and revise internal procedures
Possible Actions: a) Review and refine firm ordering procedures (Acquisitions/Collection Development) -- review workflow for ordering requests from printed catalogs; revise online form for acquisitions requests (partially accomplished, waiting for upgrade to KeySurvey 7); investigate feasibility of adding an online form for recommending internet sites to catalog and add to MIDCAT. b) Review/create policy for withdrawal procedures (especially for periodicals) (Cataloging; Coll Dev) -- comprehensive review of steps needed to remove print holdings, especially when converting to digital subscriptions; need to be sure that appropriate CM staff are notified when print subscriptions are cancelled or converted to electronic so that print subscriptions are not renewed, OCLC holdings are removed, and physical removal and disposal of print items happens in a timely manner. c) Review gifts policy in conjunction with Advancement (mostly completed) in order to balance library's desire to be extremely selective with gift acceptances with Advancement's desire to be accomodating to potential donors; establish a single point-person for gifts; review/educate selectors regarding gift policy.
Outcome: a) Easier to use online form; improved (i.e., quicker, less duplication of effort) system for handling requests that come in the form of printed catalogs, etc.; clear understanding among selectors as to the information acquisitions needs to efficiently place orders. b) Eliminate errors/miscommunications that result in acquisitions staff not being notified of subscriptions that selectors have cancelled; clear shelf space in a timely manner to allow reuse of space. c) Coordinate gift acceptances with Advancement so that each department understands the other's concerns, resulting in a reduction of gifts we don't want and an increase in gifts we do; reduce confusion resulting from multiple selectors accepting gifts independently.
Date: June 09
2. Goal: Continue to add primary vendors to electronic ordering and invoicing process (Acq; Cataloging)
Possible Actions: Set up electronic invoicing and OCLC Cataloging Partners (formerly PromptCat) batchloading of records for Harrassowitz & MLSC firm orders; create documentation for OCLC Cataloging Partners procedures
Outcome: Improved ease of ordering from these vendors
Date: June 09
3. Goal: Implement III ERM module (Acq; Systems)
Possible Actions: Determine what license information for electronic resources should be promulgated to users; develop coding, controlled vocabulary, and access rights for making this available through ERM; collect necessary information for above from licenses on hand and/or from vendors
Outcome: Functioning ERM module populated with accurate and up-to-date information about our electronic resources.
1. Goal: Preservation assessment
Possible Actions: Examine current practices regarding media preservation (P&P; Media Coordinator); begin preservation survey for periodicals to withdraw or reformat embrittled paper items (P&P)
Outcomes: Develop consistent best practices and procedures for media preservation; identify embrittled print perioidcals, especially valuable unique holdings that might be worthy of scanning
Date: June 09
2. Goal: Collection Development assessment (Coll Dev)
Possible Actions: Review approval plan profiles and adjust if needed; continue to assess foreign language information resources and make recommendations for the future; investigate use of 3rd-party tools such as OCLC Collection Analysis and/or Serials Solutions 360 Counter to monitor use of the collection, determine areas of strength and weakness, and possibly set the stage for further collaborative efforts (e.g. NExpress, WALDO, ConnectNY)
Outcomes: Approval plan provides appropriate materials for collection (how do we determine?); new summer language programs (especially) have access to appropriate resources; identification of LIS resources necessary (both $ and time) to implement 3rd-party tools and identify benefits of doing same
3. Goal: Usability study for NExpress/ILL (ILL)
Possible Actions: Examine ILL patron usage, especially ordering practices, via a survey of current ILL/NExpress users and non-users.
For example: What works, what doesn’t? In what ways can we make the requesting process a simpler and smoother patron experience? What points of confusion exist for patrons? How did they learn about ILL/NExpress? What do they wish worked better/differently?
Outcomes: Change web links to better direct usage, review of Web page design; consider patron alert methods, e-mail notification design, RSS feeds. Revisions to workflow or processing procedures; increased ordering automation, additional training or instructional materials.
4. Goal: Undertake a cost/benefit analysis of 3rd party processing (e.g. authority control) of bulk-loaded MARC records (Cataloging)
Possible Actions: Review of literature regarding the utility of authority records in the library catalog???
Access to Academic Resources
1. Goal: Improve search and discovery functions in MIDCAT (Cataloging/Library Systems)
Outcome: Better indexing of AV and literary materials; users are more easily able to find resources, but within the catalog and physically in the library
Possible Actions: Create genre index in MIDCAT, particularly for A/V (in-process) and literary (not started) materials (cataloging). Create linkable maps from MIDCAT records. Improve the location labels in MIDCAT to better indicate the actual location of an item. Periodically review failed search data from Millennium (i.e., searches retrieving 0 hits) to enhance national (where possible) and local level "see" references in MIDCAT. Review and revise keyword indexing choices in MIDCAT.
Deadline: June 09
2. Goal: Improve access in MIDCAT to processed manuscript collections held by Special Collections, as well as to other unique collections held by the libraries (e.g. Flanders Ballad Collection, News Bureau Photographs) (Cataloging/Special Collections)
Possible Actions: involve cat dept in metadata creation more systematically; establish workflow for creation of metadata record in ContentDM for online finding aids; establish workflow for creating collection-level records within MIDCAT (with links to online finding aid in ContentDM); train catalogers as needed; pursue funding sources for digitization projects (esp. for Flanders); develope workflows and procedures for cataloging to upload images and batch metadata (via spreadsheet) to ContentDM; work with Special Collections to determine what metadata fields and content are needed; have ContentDM acquisition stations installed wherever needed for catalogers; have cataloging assist Special Collections with uploading of data for MiddHistory project; create documentation
Outcomes: Increased awareness and use of these collections; streamlined, consistent procedure for handling creation of metadata for locally digital collections; integration of metadata creation into cataloging department; better, more consistent metadata in digitical collection records
Deadline: June 09
3. Goal: continue efforts to realize the strategic priority of migrating library resources from print to digital, especially in area of continuing purchases (Coll Dev; Acq; Selectors)
Possible Actions: Define goal of "digital library" more specifically; review e-book platforms; continue shifting existing journal subscriptions to online only, proceeding in publisher groups; revisit e-books - have user attitudes changed since last experiment with them?; develop formal process for reviewing new e-resources, including guidelines for trials (Coll Dev; Acq); complete iArchives/Fulkerson digitization project now known as MiddHistory Online (Spec Coll; cataloging)
Outcomes: Clear definition of what a "digital library" means for Middlebury; assessment of where our mixture of print/digital continuing purchases falls within that definition; development of a strategy for continuing the process of shifting toward a "digital library" (e.g. how do we choose the resources we want to migrate to digital, etc.)
4. Goal: Determine appropriate level of access to student publications and develop procedures and policies as needed (Spec Coll; Cataloging)
Possible Actions: review current retention and cataloging guidelines for student publications; work with faculty, student groups, and library special collections to determine what is the appropriate/ideal retention and access scenario for student publications - may range from simply placing them in a rack for recreational browsing/reading to digitizing particularly worthy resources.
Outcomes: Easy and appropriate access to student publications; clear guidelines for dealing with same.
5. Goal: Investigate feasibility of reducing ILL doc delivery fees and providing faster access for users to materials we don't own (ILL; Coll Dev; Acq)
Possible Actions: develop guidelines and procedues allowing ILL to place rush orders for certain materials (e.g., materials for which we will be charged high borrowing fees from other institutions, etc.); establish target budget or, if more desirable to work within existing single-fund scenario, codes for tracking purposes; monitor effect on materials budget (firm orders, doc delivery charges)
Outcomes: Faster turn-around times for certain materials that would previously have been ILL'd; reduction in no. of materials that are repeatedly ILL'd; targeted-acquisition of materials (i.e., buying things for which there is an identified use in mind).
Date: June 09
User-centricity and involvement
1. Goal: Investigate preservation reformatting of laserdiscs unavailable on DVD (Media Resources Development Coord, P&P)
Possible Actions: Work with faculty to identify particularly valuable LDs currently unavailable on DVD or Blu-Ray; investigate costs for in-house vs. outsourced preservation reformatting; depending upon quantity of material, develop possible budgetary needs and timeline for preservation work
Outcomes: High-quality preservation copies of particularly rare or useful materials
Staff and Organizational Development
1. Goal: Introduce CM staff to new topics in library and information technology; spread awareness of various efforts here at Middlebury within the realm of digital and educational technology initiatives (CM)
Possible Actions: a) Institute a series of workshops, etc., dedicated to this; develop a schedule; invite speakers; set topics; solicit feedback; b) encourage staff to develop professional skills by attending workshops, classes, and conferences whenever budgetarily feasible; c) share interesting conference report with CM staff, being careful to limit such reports to highly relevant and/or interesting material; place reports in an easily accessible location (e.g. blog) to allow comments and discussion c) develop staff expertise with Segue, Concerto, CMS (Spec Coll)
Outcomes: Broader awareness of what's happening in the larger library world and the larger LIS environment at Middlebury; introduction of staff to new skills or new needs; improvement in current skills; ability to handle wider-range of tasks
Date: June 09
1. Goal: Review/create policy for NACO authority record creation (Cataloging)
Possible Actions: Create documentation to provide guidance for catalogers as to when we should establish headings in the national authority file (NAF). Train an/or refresh training for catalogers in procedures.
Outcome: Consistant guidance as to when catalogers should contribute records to the NAF; establish a consistant workflow for same.
Date: June 09
2. Goal: Host NExpress conference at Middlebury (ILL)
Possible Actions: Develop date & agendas, book meeting spaces, meeting logisitics,etc. Get buy-in/committment from NExpress directors to allow staff to attend.
Outcome: NExpress Conference at Middlebury
Date: Spring 09
Research & Instruction
- Re-establish a "go-to" reference presence
- With shrinking of ref collection, how best to use the space
- What about the Reference desk? Move? Consolidate w/ Info Desk?
- Get the Wilson Media Lab on the equipment update cycle
Liaison Outreach to Faculty
- Share LIS developments with faculty (meetings, emails, F2F conversations) and relay faculty needs/ideas within LIS as appropriate.
- Development a more unified LIS new faculty orientation.
Improving the Reference Collection
- Shrink the physical collection
- Highlight--with signs & displays--the remaining core collection
- Move print materials to electronic format, when feasible & desirable
- Improve visibility & use of online collection
- Identify key free resources
- Identify areas where there are gaps & redundancies--and find ways to address them
- Review for weeding or transfer to stacks
- Contine review of standing orders
- Craft a new Reference collection statement, capturing a vision of what the collection should be and do.
Information Literacy for Students
- Try to get a librarian on the curriculum committee
- Propose a 4th hour for First Year Seminars (which would allow more ample time for teaching basic IL skills, as well as, CTLR time-use workshops, etc)
- Map out the departments (areas of strength, change, etc.) and the learning objectives LIS could teach/support
- Who are the students we miss?
- Review re-accreditation standards & make sure LIS meets these standards
- finish converting guides to SubjectsPlus (or Segue as appropirate)
- Redirect links from CMS subject guides landing page
- Archive then Delete old guides from CMS (by end of summer)
- Test, implement upgrades and tweeks based on user feedback
- SubjectsPlus plugin for Segue
- If feasible, adding features requested by user. Requests so far:
- "back to top" buttons.
- more than one librarian per subject
Other Web-based Guides
- Improve web-based assistance for Spring Symposium (see Resources for Presenters)
- Consider creating introductory guide/s to doing research in the Middlebury Libraries. Could be aimed at first-year students. See, for example, Threading the Maze. Could also look to the new LIS yellow pages for inspiration. Doesn't have to be text; could be a series of short videos (how to find a book in the library, how to find a journal, how to get help with your computer, etc.
Making Online Resources Visible
- Web pages
- CDM front ends
- SubjectPlus and Segue guides
- Plugins for Segue for various apps
- Widgets that allow for aggregation of library content into custom pages (e.g., the new Middlebury website)
- One-stop-shopping = unified search platform (e.g., LibraryFind)
- SubjectsPlus (See Subjects Guides goals)
- Segue plugins
- improve MIDCAT plugin
- LibraryFind plugin
- CONTENTdm plugin
- Campus web makeover - (Joe and Bryan are R and I members on the Web Makeover Team)
- Use new and existing web-based resources and create an extensible suite of highly flexible, tools for communication and collaboration that support teaching, learning, research, and other co-curricular activities
Service Points -- best service & best information
- Ongoing training
- When to refer question to someone else--& to whom?
- Train & develop a corp of students to serve as reference/research assistants to supplement help during busy periods, late night, and weekends.
- Build the Digital Media Tutor program to directly support curricular media assignments
Thinking About Reference
- Identify the subject areas that need librarian intervention, and train more librarians to support these areas--finding data sets & statistics, working with GIS, etc.
- Virtual reference services--Q&A page,
- Integrate SubjectsPlus FAQs function into the website?
- Seek & listen to student input, in an effort to make ref services more relevant, apparent, and easy to use.
Record-Keeping for Planning
Build an in-house (using Williams' Refstats blog or other platform)--easy to use, easy to access--working collection of stories and statistics, that would be useful for our own planning & activities. Use this database/collection to:
- Reveal gaps in the collection
- Provide a map of the kinds of inquiries that students & faculty are finding challenging
- Catch a snapshot of assignments
- Provide direction for both our own continuing education and training efforts across LIS
What are some questions that were difficult to answer? (Was it because of inadequate resources or inadequate knowledge of resources?)
Use clear statistical categories to reveal what kinds of questions get asked, & how often.
Include summaries of difficult question, both solved & unsolved. (Time involved, resources used, a collaborative effort?) Include interesting questions answered during consultations.
- Combine the InfoDesk and Ref Desk statistics pages into one.
Post an easy to use, easy to access timeline that would include:
- Reminders of repetitive semester or annual tasks, such as notes to new faculty & performance reviews
- Links to documents previously used for the above
- Critical dates for new projects, links to related documents
Government Information Resources
- Eliminate remaining paper shelf list cards and add records to Midcat for items worth cataloging.
- Initiate a major weeding project for Congressional hearings. Incorporate faculty review.
- Identify duplication between our printed government periodicals and online versions and withdraw the print version when appropriate.
- Develop pathfinders for our holdings of agriculture statistics and mortality statistics.
- Redesign and strengthen our Government Documents home page.
- Identify CDs that have been superceded by web resources and weed as appropriate
Special Projects / Policy
Move draft intellectual property & patent policies to "approval" stage and post online
Work with others across LIS and campus in developing information security policies & procedures
Promote security awareness across campus (work with User Services, Human Resources et al.)
Synthesize practices and promote copyright awareness in response to new federal legislation regarding filesharing
Utilize LIS administrative support to track DMCA notices and notify users of allegations
Develop campus Copyright web site that provides links to campus policies, external resources, etc.
Review Gramm-Leach-Bliley procedures with Data Integrity Group, Controllers Office et al.update current policy/practices; review what office/individuals should be responsible for this in future
Work with Controllers' office and others in implementing credit-card transaction/handling survey and distributing "best practices" guidelines
Review/get approval/post new Web site privacy/usage policy
Develop data/records retention policy; seek formal approval; work with HR/Controller/others in defining record retention periods.
Copyright Clearance Center annual license - re-assess cost-benefits in light of likely cost doubling; examine use of license in workflow of EReserve operation & web course pages --> with Circ Services (and MIIS), consider alternative workflows (e.g., Cornell model of all course readings go to course pages, or Grinnell model of postings only on EReserve). Develop cost-benefit model of course packs/reprographics printing of articles cf. PDFs in light of license costs, print management, etc.
Campus web makeover - assist with information gathering/sharing/coordination
Coordinate/draft LIS annual report and other reports, guidelines, information guides (e.g. Yellow Pages) as requested
College Handbook updates
Assist with Emergency Response web pages (as requested by Public Safety)
Digital Repository Work Group [team]
Faculty support for Open Access/Author Agreements. Draft statement (outline advantages/any disadvantages) of College supporting concept of Open Access and encouraging faculty authors to negotiate rights to works they submit for publication. Present to MDR for forwarding to provost.(September/October 2008). Senior Work Requirement. Assess ramifications of new senior work requirement: types of projects, assess value/impact of extending current Senior Thesis Archive to include such work (may be in multiple formats); will faculty and students want this work archived?; should there be 'review' mechanisms for such work?; what is best way/system to host this work (Fall 2008) Archiving Institutional Records. Amend/extend current policy for archiving paper records of the College that includes digital documents, email, etc. Get institutional sign-off, so LIS/Archives can send revised policy/procedures can be distributed to campus. Use LIS e-docs as a model for others on campus. (Winter 2009) Student Publications. Focus new effort on getting online archives of recent student literary/arts magazines and other publications. Assess scanning options for publications not online; format of InDesign/PDF docs for usability. (Winter-Spring 2009) Enhance processing of Senior Thesis documents. Develop drop-box functionality for students; review metadata standards & workflow for collection management staff. (Fall 08-Winter 09)
Systems Integration / Effectiveness
Complete Phoenix Project Phase 2 (requirements, Business Impact Analysis, recommendations)
Create Phoenix Project Phase 3 project charter – create and implement MCP plans
Assist in the implementation of Xtender and other digitization needs
Create a plan to migrate legacy data from the AS400 platform
Assess long-term role of centralized LIS data entry
Complete work on the Middlebury Information Security Profile
Systems & Infrastructure
Manage on-going database maintenance and training for the AlertFind emergency notification system and oversee periodic testing of the system to ensure that the College will be ready when a true emergency occurs.
E911 server replacement and upgrade to enhance services for Public Safety office and achieve cost-savings by using newer technology.
Replace campus voice mail system that is at the end of its support life. This is an opportunity to re-visit the practice of provisioning students with basic voice mail service.
Work with LIS management to craft a multi-year campus voice strategy which may be folded into a strategic technology convergence plan. Consideration will be made of student, faculty and staff voice preferences, unified communications, IP telephony, wireless voice, reliable 911 provisioning, and more efficient management of central switchboard telephone queries by investigating options such as a speech-driven campus directory.
As fiber connecting facilities are built in the coming year, research, recommend, purchase and install integrated voice services for the Snow Bowl.
Work with telephone system vendor and Facilities Services staff to further decrease telephone system vulnerability during long-term power outages by reconfiguring the fiber ring so that satellite nodes with generators are not adversely affected by those without generators. Continue with the practice of more frequent battery testing to maintain two to four hour uptime of the entire system in the event of a power outage.
Continue to work with the Controllerâ€™s office on cell phone policy changes that address personal use tax issues in addition to adding more oversight on department-paid for cellular usage.
Negotiate annual voice service contracts â€“ PBX maintenance, long distance and local services.
Central Servers and Labs
Install new 911 System (completed)
Add 28 TB of storage to the Library and Voter SANs
Extend Fiber channel network to Carr Hall.
Move EMC CX600 from Voter to Carr.
Work with Facilities Services to upgrade UPS systems in Voter Hall.
Roll out Thin Client Pilot Project to selected areas.
Move Banner development server from Voter to the Library.
Procure and install monitored UPSâ€™s for building wiring closets.
Implement DNS and DHCP redundant/clustered solution.
Upgrade Netware servers to OES2 Linux kernel.
Complete lockdown audit project to lockdown delivered schema accounts to increase security of Banner databases.
Complete Banner 8 upgrades and all required upgrades to Oracle databases and infrastructure needed to support Banner 8, including database character set conversion and AIX server upgrades.
Complete implementation of Banner Document Management System.
Complete Hyperion System 9 migration and Hyperion Basic Training curriculum.
Continue to provide implementation, integration, and support services to Middlebury and Monterey staff for implementation of Banner Student and Financial Aid modules.
Complete project to load Monterey student data (basic data only initially) to enable programmatic email account generation.
Support Monterey retirement plan review and redesign; implement system and program changes when identified.
Provide assistance to Human Resources in the development of electronic Employee Personnel Forms (EPAFS) to provide efficient and accurate data entry of employee and job data in Banner.
Develop method of validating building names in Banner campus address records to ensure data accuracy in all systems, including AlertFind and web directories.
Support campus wide paperless initiatives by providing Banner enhancements when identified.
Continue development of data standards to ensure data integrity in all systems, including the development of a method to enable stewardship of address type codes and to prevent addresses for students and employees from being improperly changed or deleted.
Complete cross training to provide primary backup for Banner patches and upgrades, management of Banner and Oracle security requests, promoting changes to Production database, and maintaining Banner environment.
DAS Goals & Objectives
Replace Microsoft Content Management Server
Global Visual Web Redesign for www.Middlebury.edu
Global Visual Web Redesign for www.MIIS.edu
Banner v8 Upgrade
Hyperion v9 Upgrade
Banner Student Implementation for Monterey
Middlebury Online Community www.MiddleburyAlumni.org (Harris)
Secure Off-Site Web Hosting Account & Replicate Mission Critical Services
Re-negotiate Hyperion Professional Services Contract with Velaris
Ongoing Development of Banner/List Manager Web Interface
Refinement of Online Room Draw Process
- Goal: Develop reliable and accurate measurements at circulation service points to document activity and quality of services.
Outcome: Able to measure goals/achievements, improvements and effectiveness of services; able to assess services and staffing patterns based on activity; utilize reports and statistics that accurately measure quality and quantity of services; able to provide stats that accurately reflect activity and staffing levels/schedules at all circ service points.
Possible actions: review and revise current processes; workshops; policies that promote consistent, accurate gathering and recording of numbers and observations.
Date: June 09
- Goal: Develop regular schedule and content for student training; increase staff supervision skills; increase ability of student workers to work independently utilizing good judgment; formalize and improve consistency of documentation, supervision and training by Circ supervisors; consistent expectations and knowledge base of student workers and supervisors across all branches.
Outcome: Reduced rate of staff intervention and monitoring of routine desk activity; increased staff self-confidence by developing supervisory tools and skills; increased customer confidence; as measured by staff assessment.
Possible actions: student training meetings; SEO workshop for supervisors; collaborate with SEO on development of student policies; student policies, procedures and expectations on wiki; shared development and access to procedures for supervision; web based toolbox for supporting small group and 1:1 training; review student levels; review student log-in permissions; cross-training and staff rotation program; staff survey.
Date: June 09
- Goal: Reduce error rate at check-in/check-out and re-shelving.
Outcome: Reduced incidents of claims returned, mis-shelved, and missing materials; eliminate lost/missing parts to equipment kits; increase customer confidence Establish baseline for measuring improvement.
Possible actions: training programs; set standards/expectations/policies for supervisors and student workers; develop workflows that reduce potential for errors.
Date: Feb 09
- Goal: Develop workflow policies/processes and standards for removing personal data from loaner equipment.
Outcome: Data removed from equipment before next loan.
Date: Feb 09
- Goal: Develop Media Materials Workflow.
Outcome: Media collection that is available and in good condition to support screening and classroom, reserve viewing needs. Possible actions: re-label/improve shelving for LD collection; proposal for media replacement/acquisition; system for regular shelf-reading; training; shelf-shifting and labeling; review system for browsing media as collection grows; review repair workflow.
Date: Feb 09
- Goal: Design and develop borrower services and staff efficiencies in concert with other LIS work areas to support the college strategic directions
Outcome: Circulation services that meet the changing needs of our users; borrower services that utilize new technologies and information trends and respond to user requests/feedback; services that utilize systems efficiencies and web based access
Possible actions: notices via mobile devices; self-services; site visits; reading/discussion groups; distribution of equipment pool across branches; improve user documentation on web pages; develop custom hold slips and explore use of receipt printers to reduce paper use; enhance web reserve requests; revise recall policy; explore alternatives to Docutek for electronic reserves; develop/evaluate skills necessary to accommodate shift to digital collections
Date: June 09
- Goal: Develop a proposal for staffing plan; LIS services, circulation workflows for Davison Library during BLSE and BLWC Summer 08
Outcome: Comprehensive LIS services provided to Bread Loaf School of English and Writers' Conference community
Possible actions: outreach to BLSE/WC offices; add Davison pick-up location for NExpress; develop policies that facilitate efficient workflows and accurate records and effective stewardship of collections
Date: April 09
- Goal: Increase opportunity for collaboration and communication with Public Safety
Outcome: Foster good working relationship with PS Officers
Possible actions: meet with Head of PS; plan a joint workshop with HR; Circ open house
Date: March 09
- Goal: Increase use of self-check machine at Main for routine check-out of books
Outcome: self-check use increased by 25%
Possible actions: signage; location; staff promotion/encouragement
Date: June 09
- Goal: Complete major collections shift on upper level at Main
Outcome: Space for growth; even distribution of current collection; space for peak return periods
Date: June 09
- Goal: Collaborate of space improvements at all locations
Outcome: User spaces that respond to feedback and changing needs
Possible actions: Expanded seating and carrel space at Armstrong; improvements at Music; participate in discussions regarding service points at Main; site visits; research other library space solutions; training/workshops on customer services and providing library resources
Date: June 09
- Goal: Create effective schedule of Circ meetings and paths of communication within workgroup
Outcome: Effective meetings; well attended; active participation; all members of the team utilize blogs for communication and wiki for documentation; opportunity for staying informed
Possible Actions: Read GTD; HR workshop on communication; blog and wiki workshops
Date: March 09
- Goal:STANDARDIZATION of policies and approaches to various Help Desk functions and tasks:
ii. Change Management
iii. Process: Call-Center, Walk-in Center, Service Center
iv. Role of Student Consultants - including expectations & privileges
v. Code of Conduct
Note: A suggested approach toward achieving this goal is to inventory existing processes, recognize redundancies that do not make sense, seek consolidation of similar tasks, and establish a way to measure our success toward achieving this encompassing goal.
- Goal: SERVICE LEVEL AGREEMENTS (SLAs) should be established between Help Desk Services group and all appropriate LIS counterpart groups. This goal includes the creation and maintenance of a primary contact matrix of key stakeholders within those areas; and posted in a centrally accessible location where the SLAs will reside.
- Goal: CENTRAL REPOSITORY of Help Desk Services administrative and procedural documentation. This central repository should be accessible by entire Middlebury community.
- Goal: EXAMINATION of existing HEAT Case Management System. Determine viability and feasibility of continuing with HEAT versus replacing HEAT with another suitable Case Management System in calendar year 2009. Is this a value-add system based on Help Desk Services requirements?
- Goal: EXAMINATION of existing asset tracking & Inventory system (aka HAT) and determine the risks of a “sunset” product which cannot efficiently work with our Apple equipment. Perform value-add/loss analysis and investigate possible replacement products for calendar year 2009.
- Goal: Create a distribution process to deploy Microsoft Office 2007 (PC) and Microsoft Office 2008 (Mac). Process must take into consideration the following: Help Desk Services Training, End-User Training (internal LIS & external Faculty and Staff), End-User Documentation, and Deployment schedule.
Media Services and Distribution
- Goal: Centrally manage and support 50% of smart classrooms.
Outcome: Utilize Crestron RoomView to manage all Crestron controlled classrooms, add new classrooms to management system as classrooms are upgraded.
Date: June 09
- Goal: Standardize 100% of smart classroom control systems.
Outcome:All Crestron/AMX rooms will have the same terminology, a similar layout, and respond similarly to button pushes. Update all classroom documentation.
Date: June 09
- Goal: Develop and implement 5 year (budget dependent) classroom upgrade cycle.
Date: January 09
- Goal: Increase video conferencing locations by 50%.
Date: February 09
- Goal: Offer Classroom Training classes as part of LIS Workshop series.
Outcome: Three classes offered. Classroom projection emergencies reduced by 25%
Date: January 09
- Goal: 90% inventory accuracy of all media equipment distributed by LIS.
Date: June 09
- Goal: Develop and implement single image for all commonly used manufacturers and types of computers distributed by LIS.
a. 1 image can be used on all Dell desktops
b. 1 image can be used on all Dell laptops
c. 1 image can be used on all Apple desktops
d. 1 image can be used on all Apple laptops
Date: March 09
- Goal: Reduce current configuration and setup of distributed computers from 1 hour to 30 minutes.
Date: June 09
- Goal: Remotely manage 100% of desktop and laptop computers that are connected to the network.
Date: June 09
- Goal: 90% inventory accuracy of all computer and media equipment distributed by LIS.
Date: January 09