Conducting a client satisfaction survey
In line with quality principles, a web-based survey designed to gauge library users' views of the Monash University Library service was conducted in May 2003. Responses were used to improve library services and provide guidance for strategic planning.
A core set of questions was used, allowing the library to benchmark and measure performance against other university libraries.
More than 2500 responses were received; almost double the number of responses received to the 2000 survey and the second-highest recorded response rate in the database of 34 academic libraries that also conduct the survey.
Service delivery was rated as good and staff were rated as excellent. Areas identified for improvement were library facilities such as computers, printers, copiers and the library buildings. Results indicated the top issue for library users was the number of computer workstations and adequacy of computers and electronic equipment.
A plan to address concerns and communicate results was developed and can be viewed online at www.lib.monash.edu.au/surveys/customer2003/
Managing resources in a cost-effective manner
Revising the funding formula
For a number of years the library has used a formula to allocate the collection acquisitions budget between the faculties. Increased funding in 2003 provided an opportunity for the library to review the effectiveness of the existing formula, while ensuring that faculties did not receive a cut to their allocations. A revised and simplified formula was devised, and then approved by the General Library Committee at its June 2003 meeting. The new formula takes account of the number of Higher Degree by Research (HDR) students and non-HDR enrolments, together with the relative cost of journals and books in the disciplines covered by each faculty.
The 2003 budget was distributed to faculty teams based on the new formula, although the additional funds were not distributed until June. The 2003 budget was fully expended or committed by year-end - a major achievement by library staff.
Participating in consortia to improve purchasing power
The library continued to benefit from its participation in consortia deals that delivered substantial savings for the library.
Participation in offers negotiated through the Council of Australian University Librarians (CAUL) enabled the library to expand the range of electronic resources available on favourable terms.
The Group of Eight libraries negotiated access to two major publisher collections resulting in Monash gaining access to all online journal titles from these publishers at nominal cost increases.
The library entered into a three-year contract with a supplier of science journals, obtaining nearly 600 new titles for Monash for no increase in cost in the first year and capped price increases thereafter.
Between 2000 and 2003 Monash University Library was a member of the Victorian Academic and Research Libraries Acquisitions Consortium (VARLAC) and participated in consortium purchasing arrangements for overseas and Australian books.
In 2003 membership expanded to include libraries from other states and was renamed Australian Research Libraries Acquisitions Consortium (ARLAC). ARLAC sought and selected a preferred service provider for overseas English language books for 2004 - 2006. It received very favourable terms and conditions from the selected suppliers, including an increased discount over current terms for both US and UK books.
Developing guidelines for selecting suppliers
Guidelines for selection of new journal vendors were finalised following the collapse of a major supplier. Subscriptions formerly with the collapsed supplier were transferred to new suppliers.
Draft service level agreements were developed with the library's two major print journal suppliers, to ensure common understandings of terms and conditions.
Using statistics to guide purchasing choices for electronic resources
Considerable work has been done on a new program that will allow the library to understand how electronic resources are being used. The new program will analyse login data by faculty, type of user (staff, undergraduate or postgraduate) and whether the user is in a branch of the Monash University Library, on campus or off campus. Together with usage data provided by the resource providers, this will allows more targeted spending.
Monitoring expenditure of allocated budgets
In 2003 the branch managers and supervisors closely monitored the casual budgets to ensure that the funding was used to provide appropriate levels of staff for peak periods of library use. Careful managing and use of salary savings allowed some branches to finish the year slightly under budget.
Library Services for Off-Campus Students (formerly known as the Flexible Library Services Unit), was integrated into the Gippsland Library staffing structure in 2003, providing opportunities for efficiencies in staffing resources and services.
Operating within a marketing and communications framework
Building infrastructure for marketing and communications activities
The library's first Marketing and Communications Operational Plan was put in place for 2003 - 2005. In 2003 the following strategies were commenced or completed in an effort to meet the objectives outlined in the plan:
- A naming policy for external communications was developed to ensure consistent and easy to understand names are applied in signage, and in print and web publications. A number of library services were renamed as a consequence.
- A library of images for use on publications, the web and presentations was initiated and will continue to grow.
- A publications and notices audit and review was conducted to inform redevelopment of printed publications, how-to guides and notices.
- A branch communications audit was conducted, involving a questionnaire and interviews with branch managers.
- A customer satisfaction survey was conducted to ascertain user perceptions of the library and to create a benchmark from which to develop improvement strategies.
- The library's suite of printed publications was reviewed and redeveloped into more user-friendly, concise and targeted formats.
- Distribution of publications was streamlined to ensure a consistent process for welcoming new academic staff across all campuses and provision of basic library information was coupled with distribution of staff and student identity cards.
- A consistent approach was adopted across all branches towards involvement in Open Day 2003.
- A 'library news' column was established on the home page of the library website, with items being updated on a monthly basis throughout 2003. Forty-two items were posted on the home page and on the 'library news' section in the my.monash portal.
- Articles and information on the library were provided to university and external publications on a regular basis, resulting in 16 library news items appearing in university publications and seven library items in external publications.
- A kit of information for staff to use to promote the library was established and will continue to grow.
- Presentations to staff were carried out regarding marketing and communications activities. A total of four unique presentations were delivered to approximately 200 library staff throughout 2003.
Providing an effective environment for staff performance and development
Implementing the Performance Management Scheme
The University introduced a revised performance management scheme in 2002 as part of the Enterprise Agreement (Academic and General Staff) 2000. The revised scheme required faculties and administration areas including the library to prepare new position descriptions for all staff and performance plans for all continuing HEW Level 5 and above staff during 2003.
Senior management, including supervisors, participated in training sessions during 2003 that explained the revised performance management process, and staff were given an opportunity to attend special information sessions about the scheme.
The library reviewed all performance plans at a mid cycle review in June and July with an end of cycle review in January 2004 (for the 2003 year) at which time new plans for 2004 were prepared. The library was part of a compliance audit during 2003 and was congratulated on achieving a 100 per cent return rate.
Improving staff development opportunities
At the same time as introducing performance plans the library appointed a Staff Development Officer to coordinate the various staff development and training activities identified in individual plans. A detailed staff development plan was recently approved by library management for 2004 and supported by a significant increase in funds. During 2003 a total of 12 staff were granted study leave to undertake various tertiary courses, 6 lunchtime talks were organised involving both internal and external guest speakers. The library was represented at a number of conferences during the year including ALIA Technicians, Information On-line, Educause, OZEWAI, and Etopia.
Reviewing classification levels
Considerable work was undertaken during the year to review a number of classification levels in the library in accordance with the university's classification review processes. In all a total of 21 applications were reviewed. Of these ten were new positions requiring classification. Six positions were reclassified higher, one vacant position was reduced in level and four positions were confirmed at their original level.
Recruiting new staff
A total of 38 recruitment actions were undertaken during 2003 resulting in 12 external appointments and 26 internal promotions, transfers or secondments. The library implemented a standard induction procedure for all new staff during the year, providing a comprehensive on-the-job induction, attendance at a university wide induction session (Introducing Monash) and also time with the library's Human Resources Management and Training Unit staff.
Reviewing and improving human resource management policies
A complete rewrite of the library's internal human resource management policies was undertaken during the year, in consultation with staff. Library management approved the new policy manual in August and further minor amendments have occurred since. In addition, a comprehensive authorisation procedure was developed setting out an approval process for the multitude of human resource management functions. Both documents are available to staff on the web for quick access.
Conducting a staff satisfaction survey
As part of the library's commitment to continuous improvement a research group was contracted to undertake an anonymous staff opinion survey during 2003 to ascertain the views of staff about the library's performance.
The online survey provided a 68.9 per cent rating in Best Practice Performance placing the library in the top 25 per cent of the research group's international database. This was an improvement of 2.6 per cent on the previous survey conducted in August 2001, and reflected an overall employee satisfaction rate of 73.4 per cent.
The results of the survey will be subjected to further investigation and follow-up action in 2004.
Keeping staff informed of library initiatives
An Information Day was organized in February 2003 for approximately 70 information services staff from all the branches of the library. The University Librarian, directors and other key library staff provided an update on library initiatives and directions for 2003. Evaluation forms confirmed the value of the this type of update session at the beginning of the year, and the format has been expanded for 2004 to include Information Days on two sites, to which all staff will be invited. |
