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Creating and using the Barrington Liaison Tool - recording and analysing customer communications
Measuring our Relationships with Academic Colleagues
Rachel DanielsDeputy Head of Barrington Library
Selena KillickLibrary Quality Officer
Outline
• Introduction and the local context• Issues we wanted to solve• Planning stage - requirements• Where we are now• Future plans• Summary of benefits
Cranfield University
• The UK's only wholly postgraduate university focused on science, technology, engineering and management
• One of the UK's top five research intensive universities
• Annual turnover £150m• We deliver the UK Ministry of Defence's largest
educational contract
Cranfield Locations
Cranfield Libraries
• 440 print items• 36 serial subscriptions• 13 e-books• 330 visits PA• 880 article downloads• 360 chapter downloads
Cranfield Community
Cranfield University:
• 1,700 Staff• 4,400 Students• 47% study part-time• KNL & MIRC Libraries• 30 Library Staff
Cranfield Defence & Security:
• 375 Staff• 1,250 Students• 83% study part-time• Barrington Library• 20 Library Staff
Barrington Context
• Departmental restructure• Shift in staff working patterns• High-level information demand• Knowledge management
Requirements
• Collect, share and reuse core information to inform service development
• Provide a full record of academic liaison effort• Spread sheets – unsuitability• Sharing of information among all staff • Overall – a full picture of a customer
Decision: CRM ‘type’ tool required
Options
• Commercial software• In-house development
Decision:
To create an internally hosted solution on existing open source content management system: Plone
Where we are now
Our Customer Directory
Example of a Customer Record
Example of Discussions
Example of Course Record
Utilising the Data
• Qualitative data on resource use and value• Identification of liaison deficits• Targeted feedback• Opportunities for improvement • Continual Improvement• Underpinning Library Strategy
Considerations
• Data security• Buy-in• Resourcing
Potential Developments
• Report automation• Reporting possibilities• Automated archiving• ILL requests• Communication with the CRIS
• Monitoring publishing requirements
• Staff publications lists
Summary of benefits
• Increased efficiency • Accessibility• Interoperability• Continuity management• Automated reporting• Increased evidence• Informs impact assessment