Measuring our relationships with academic colleagues

Creating and using the Barrington Liaison Tool - recording and analysing customer communications

Measuring our Relationships with Academic Colleagues

Rachel Daniels Deputy Head of Barrington Library

Selena Killick Library 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

(‘000s)

• 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

Thank You

Selena Killick s.a.killick@cranfield.ac.uk Tel: 01793 785561

Rachel Daniels r.j.daniels@cranfield.ac.uk Tel: 01793 785113