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 [email protected] Tel: 01793 785561
Rachel Daniels [email protected] Tel: 01793 785113
