A New Service Modelthrough Technology

IOLUG Spring Program, May 3, 2013

Brian C. GrayTeam Leader Research Services

Case Western Reserve UniversityKelvin Smith Library

bcg8@case.edu

A New Service Modelthrough Technology

• Highlights of changes we made with help of technology• Other technologies we are using

or trying• Some other sources of inspiration

Case Western Reserve University

• Private, research intensive• http://www.case.edu/• Below 10,000 students, 40% undergraduate• 2,600+ faculty• Alumni: 100,000+• Annual research revenue about $400 million• 2012/13: largest first year class ever, ~1400

Kelvin Smith Library (KSL)http://library.case.edu

• Main library, includes arts & sciences, engineering, business, & undergraduate

• New strategic plan: April 2011• http://library.case.edu/ksl/whoweare/strategicplan/• Staff & budget reorganization to match• New approaches: small pilots, increased listening

to patron opinions, assessment/data focus, customization, transparency

Kelvin Smith Library (KSL)

Mission: KSL is the knowledge and creativity commons of CWRU.

Vision: KSL will be the information laboratory for knowledge collection, connection, creation, and curation.

Values:• Openness• Collaboration• Personalized service• Agility & innovation through experimentation

New Service Models

• Implement Summon• Phase out the formal reference desk in order

to go “on call” and “get out” of building• Go to users• Build relationships• Grow LibGuides & virtual instruction• Completely redesign website

Highlights From & DuringSummon Implementation

• Live in only a few weeks• Entire website was redesigned• Every page in site & LibGuides has search box• Rolled out the same time we phased out the

formal reference desk• Balanced Scorecard method of assessment

with data shared publicly

Old KSL Site (Dec. 2011)

New Site (Jan. 2012)

Site Announcement

• Every webpage has Summon as the header• Summon & new site go live in parallel• Educate & market both simultaneously• Many of our website search boxes hits

were really library research questions, so we matched the search box to the user practices

Summon Everywhere: LibGuides

Balanced Scorecard

• Ensure strategic plan accomplishes intended outcomes

• Articulate success • Follow a strategy map• Specific qualitative & quantitative success metrics• Create & adopt outcome assessment tools• Communicate progress through public

dashboards

Balanced Scorecard

• Metric for Year 1: 25% of all searches performed on Summon (totaling up all searches performed between the catalog and summon, and create a percentage).

• We hit 28.4%• Developing a new metric comparing a “core” and

stable set of databases with strong COUNTER data to compare usage against Summon over similar time periods

New Walk-in Service Model

Old:• Reference Desk, Circulation Desk, Freedman Center

(multimedia) desk

New:• Welcome Desk (greeting & IDs only; no services) and

Service Desk (circulation, reference “triage”, and multimedia) with staff roaming the computer spaces

• Research Services Librarians called when needed

Reference Model Changed

• All reference, collection, & instruction librarians combined into a single team (Research Services)

• Service Desk staff take initial questions• Librarians scheduled virtual and “on call”• Librarians hit the road & leave the library to be

where the users are• Focus on faculty relationship building

Reference Model Changed

• Service Desk trained regularly in reference resources and techniques

Summon allowed:• Non-librarians to answer more questions easier

than previously• Increased instruction to occur when answering

virtual reference question by being able to focus on a single research tool

Experimental Service Desk:No Over-Counter Interactions

Experimental Welcome Desk

New Roles & New Styles

New roles:• Director of Development• Marketing & Communications Officer

New communications:• http://library.case.edu/ksl/annualreport/• Balanced Scorecard dashboards

• Provides all incoming first year CWRU students with their own Personal Librarian (PL)

• Promote library awareness & successful research• Be a friend or “ear” outside formal academics• Promote Case, Cleveland, etc.• Direct to other services & resources around campus• Occasional communications & programs

PersonalLibrarian

Active Collaboration Room

Freedman Centerfor Digital Scholarship

CaseLearns New Media Workshops

• PowerPoint• Digital images• Twitter• Desktop Publishing• Video• GIS• Various Adobe software• Google tools

Alumni Online Library

• Databases, e-journals, e-books• Chat, text messages, & other reference

support• Coming Soon: Webinars• Coming Soon: Video & other tutorials

Public WOW: Real-Time Displayof the Behind the Scenes

Coming Soon: CRM

• Customer Relationship Management• Assist with succession planning• Provide better services• Document “value” from user perspective• Support “team” models to service• Considering Microsoft Dynamics

Local Inspiration: Cleveland Museum of Art, Gallery One

Future Plans

• Issue Balanced Scorecard dashboards• Virtual & point-of-need instruction tools• Instruction assessment• Digital Scholarship tools & resources• Grow alumni virtual relationships• Grow faculty relationships: CRM, etc.

KSL Successes

• Best colleagues anywhere – “team” does really mean something in my library

• Willing to experiment• Willing to collaborate• Exploration• No when to walk away from failures or

underutilized services

A New Service Modelthrough Technology

IOLUG Spring Program, May 3, 2013

Brian C. GrayTeam Leader Research Services

Case Western Reserve UniversityKelvin Smith Library

bcg8@case.edu