Creating and using the Barrington Liaison Tool - recording and analysing customer communications Measuring our Relationships with Academic Colleagues achel Daniels puty Head of Barrington Library Selena Killick Library Quality Officer
May 27, 2015
Creating and using the Barrington Liaison Tool - recording and analysing customer communications
Measuring our Relationships with Academic Colleagues
Rachel DanielsDeputy Head of Barrington Library
Selena KillickLibrary 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
• 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