News, Services, Events & Features @KSL
Kelvin Smith Library Announces Research Service Improvements
In a change that will improve the quality of service for users, Kelvin Smith Library is integrating reference and circulation services at the KSL Main Service Desk on January 17, coinciding with beginning with the Spring 2012 semester. Enhanced training for the Main Service Desk staff means that library staff will be able to answer most common questions. Questions that cannot be answered by the Main Service Desk staff will be referred to the librarian subject specialists or transferred to the 24x7 online chat services that the library continues to maintain.
These changes in service are based upon an extensive analysis of transaction records that tracked the most frequently asked questions at the Reference Desk, and the times of day during which help was sought. Many (if not most) research libraries have seen the number of walk-up transactions falling over the past ten years, and have been modifying their services accordingly. By reassigning Research Services Librarians (formerly known as reference or collection management librarians) from wait-for-walk-up to a more active form of service, KSL is now able to tailor our services for the benefit of the entire University community. Therefore, beginning this semester the librarians will:
- actively increase their availability for appointments not only in KSL but in academic departments and other places of need on campus.
- receive referrals by Main Service Desk staff to handle questions that require specialized assistance.
- be available "on call," with at least one librarian scheduled from 11:00 am-5:00 pm Monday through Friday to provide quick assistance within KSL.
- increase the opportunities to collaborate in and assist with faculty and student research through regular consultation in academic departments and in a new first floor consultation room created in KSL to meet one-on-one or with small groups.
- offer increased instruction opportunities, such as greater availability to teach classes, to assist in assignment/project creation with instructors, and to be available by appointment to assist students.
- increase their ability to attend academic department programs, seminars, and other events to proactively support collection development and research needs of faculty.
In addition, KSL will continue to provide a 24x7 online chat service through OhioLINK and through other online systems, including:
- Email: firstname.lastname@example.org
- Phone or text message: (216)236-3KSL (216-236-3575)
- Chat: http://library.case.edu/ask
- Your Librarian: http://library.case.edu/ksl/collections/management/specialists.html
As a further improvement in research services, also on January 17, the library will introduce “KSL Summon,” a service that allows simple searching across the library’s collections of books, journals, and electronic resources, as well as the resources of OhioLINK. The search interface can be used in a straightforward “Google-like” mode, but also provides enhanced features to enable more complex searching. In either case, the search will enable the user, with a single click, to search the CWRU catalog and most of our electronic resources. The KSL Summon index also makes suggestions of more specific databases that may assist the user with in-depth research. KSL Summon will continue to grow throughout the semester as additional resources are indexed.
As Kelvin Smith Library is implementing additional assessment and opportunities for user feedback as part of an ongoing effort to improve the library’s services, users are invited share questions and comments with Brian Gray, KSL Team Leader for Research Services, at email@example.com or 216-368-8685.
Posted by Brian Gray on January 5, 2012 11:27 AM