6 Information Services

• 6.1 Lending and Reference Services
• 6.2 MONINFO
• 6.3 Asian Studies Support

This section highlights some of the developments in the delivery of information services to the Library's clientele. Further details of the activities are documented in the reports of the Branch Librarians and the MONINFO Manager.

6.1 Lending and References Services

Loans increased by 4.38%, with the major increases experienced by Caulfield/Peninsula and Gippsland. One reason for the increase in loans has been the decision (eg at Caulfield and Peninsula) to reduce the loan period for high demand books, resulting in a greater turnover of these materials.

In the interlibrary loan area, Monash continued to be a net lender, lending 18,394 items, and borrowing 17,315. The number of inter-campus and hospital loan transactions grew by a massive amount rising from 25,057 in 1994 to 48,659 in 1995, an increase of over 80%.

Staff continued to deal with a large number of reference enquiries, but there was some evidence that the more computer literate users were beginning to rely less on staff to assist them in accessing the various electronic databases provided by the Library. Furthermore, the expansion in user education training, as well as the introduction of touch screen guidance systems and other CAI programs in many of the branches appeared to have led to a reduction in the number of users requiring basic assistance in navigating the Library's services.

The success of the reference telephone enquiries service in the H&SS Library led to the expansion of MULTELS (Monash University Library Telephone Service) to cover all branches on Clayton Campus. During the year more than 20,000 telephone enquiries were dealt with. The Caulfield/Peninsula Branch Library operated a similar service.

The various branch libraries ran a number of classes to train users in using the libraries and the various online databases more effectively. The classes ranged from orientation tours to advanced instruction targeted specifically to the users' discipline.

6.2 MONINFO

MONINFO was established with the major aim of relieving internal staff from the strain of having to provide free services to users who are not the primary clients of Monash University Library. It has generally been successful in doing that on a cost recovery basis.

The activities carried out by MONINFO in 1995 included providing consultancies, undertaking research on behalf of its clients, providing document delivery services, and running Internet training and other courses.

The following promotional activities were undertaken during 1995:

• mail-outs to Internet providers advising of training courses, and to law firms, infustrial companies, banks and management consultants introducing the Law Card
• exhibitions, conferences, and industry presentations, including Ausindustry's Business Network Program, Eastnet (Eastern Region Business Network) and businesses planning export programs
• publications, including four issues of the MONINFO Bulletin, advertising of products and services, and placement of information in other publications such as Business Victoria
• visits to potential clients

During 1995 MONINFO prepared proposals for the establishment of library and information services at the Australian Wheat Board and Rehab Tech. In the case of Rehab Tech the proposal was accepted and MONINFO is currently setting up their library. MONINFO also has an ongoing agreement with Water EcoScience to provide them with a library and information service.

MONINFO assisted in the marketing of ALLI (Australian Legal Literature Index) produced by the Law Library. Contracts were signed with Kiwinet, the online information service of the National Library of New Zealand, and Lexis, the international online legal information service. Recently ALLI has also become available on CDROM through Computer Law Services. In 1996 MONINFO will be pursuing the development of a full text version of ALLI.

6.3 Asian Studies Support

The establishment of the ASRL (Asian Studies Research Library ) in early 1995 is a particularly significant achievement. For the first time the Library was able to support the University with a facility commensurate with its reputation of excellence in Asian Studies teaching and research. The ASRL information service point is staffed by a team of Asian specialist librarians working in close proximity to the collections and the users. The ASRL is an example of the Library's commitment to a client focussed service.

The Associate University Librarian (Information Services) continued to play a leading role in Asian studies initiatives at a state and national level - as Chairperson of the National CJK Technical Committee, and Chairperson of the Staff and Training Group of the 3rd National Round Table on Asian Studies. She is also co-chair of the joint Monash-Melbourne Asian language group, and a member of the National Korean Studies Library Advisory Committee.