Monash University Library is committed to the concept of the
highest quality in the provision of service to its users - the
staff and students. Quality library service is defined as one
where the library succeeds in matching the information needs of
its users with the relevant resources, wherever those resources
are located, in a timely and efficient way - a concept that can
be described as "conformance to customer requirements".
Voyager Library System
The 1999 release of Voyager was installed in January 2000. The
2000.1.1 major new release of the Voyager library system was installed
in November 2000. Much effort was made to customise the new look
OPAC for library users. This work involved renaming and reorganising
data on screen to accommodate new search types and combinations
implemented by Endeavor for the WebVoyage online catalogue. Monash
was one of the first Voyager sites to receive the new release after
beta testing had been completed. Perhaps because of this some
major problems were experienced particularly with the web OPAC
and some bugs were detected in the new acquisitions module. None
of these problems had been resolved by the end of 2000.
Quality Catalogue Access
Access to Voyager catalogue was enhanced by a number of projects.
A significant achievement was the completion of the conversion
of current serials holdings to the USMARC holdings format for Voyager
OPAC. 200 duplicate serial records were manually removed during
the year and a successful initiative was taken to improve the helpfulness
of the brief OPAC display for serials records by providing double
dates, thus allowing upfront identification of the date span of
related records. Another enhancement to catalogue access was the
ability to search on individual past exam papers, with links from
exams which have had name changes.
A line was drawn in applying the new call numbering system, introduced
across all sites in 1999, to new editions of previously held works.
Consistent call numbering was retrospectively implemented across
Library sites for Australian literature and some video collections,
and offered for past editions if requested.
Document Delivery
In 2000, the Document Delivery Unit processed 44,841 requests
from university staff and postgraduates for books and articles
not available in their local campus library. Over 1,600 libraries
and other suppliers were used to obtain the items requested. Eighty
percent of these requests were received via the web request form.
Electronic requests are imported into the working database which
saves re-keying.
Technology Support
To accommodate the growth of existing applications and to support
new ones, the Library acquired an IBM Netfinity server which hosts
Lectures on Line, electronic reserve and SilverPlatter ERL applications.
The DEC Alpha platform (Gilbert) which previously hosted the OVID
databases was freed up by the Library's migration to the Journals@OVID
service. This platform is now used to store the PDF document images
produced by the Digitisation Centre. A purpose-built server room
was created in the Systems Support area with separate climate control.
Eighty eight new computers and 42 printers, as well as specialised
hardware such as scanners and barcode readers, were rolled out
to library staff. Many existing computers were upgraded by the
installation of additional random access memory. After hours support
for library systems continued to be provided.
A cashless register was implemented in the Law Library with the
facility to debit users' photocopying cards for payments of fines,
intercampus photocopying, special borrower payments etc.
In response to expressed need for telephone renewals of items
on loan, an interactive voice response system was developed jointly
between the Library's Systems Support Unit and Visible Voice Pty
Ltd. The system, to go into operation early in 2001, will benefit,
in particular, library borrowers without Internet access.
Customer Needs and Service
During September 2000, a largely web based library customer survey
was conducted. An excellent response was received from Monash
staff and students. Of 1,723 replies to the web-based survey and
an additional 119 print responses, the majority of customers reported
high satisfaction with the Library. 38% of respondents identified
their level of satisfaction as extremely high, with only 6% having
extremely low satisfaction. Issues of most concern related to
library opening hours and collections, including follow up of missing
items. The quality of service provided by library staff was very
highly regarded. Library managers have since analysed user responses
and comments relating to each site/division to identify areas for
improvement. The full report and results of the survey can be
seen at http://www.lib.monash.edu.au/surveys/customer2000/
Improvement of customer service was focussed upon at staff meetings
at the various site libraries during the year. As part of continuous
monitoring of the quality of customer service, feedback forms were
placed at all library sites inviting comments on customer satisfaction
with the level of staff service and library operations.
Library User Meetings
The General Library Committee met throughout the year to provide
advice and guidance to the University Librarian mainly on proposed
changes to library policies and on the distribution of the budget.
GLC was chaired by Professor Graeme Davison, School of Historical
Studies, Faculty of Arts. Reports of GLC meetings are at http://www.lib.monash.edu.au/committees/glc/
Three faculty-based library advisory committees each met 3-4 times
during 2000.
Several informal meetings between senior library staff and representatives
of student associations were held in which the student leaders
raised those library issues which had been brought to their attention
by other students. |
