tag:blogger.com,1999:blog-55279896503890343462024-02-08T01:24:29.057+00:00Managing Customer Services Day to day events and happenings from the Customer Service Interface (Library Service Desk / IT Helpdesk) Information Services Directorate in a Universityclaire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.comBlogger165125tag:blogger.com,1999:blog-5527989650389034346.post-61914841859241366242016-03-17T17:03:00.002+00:002016-03-17T17:03:23.399+00:00Moved blogs I've moved my Managing Customer Services blog and my eLearning, technologies and events blog toManaging Customer Services
Managing Customer Services, Information Services
Learning Technologies – Libraries – Events – Customer Services – Information Technology
claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-63080266253067562002016-02-01T17:53:00.001+00:002016-02-01T17:53:29.830+00:00Monday - no meetings...A Monday and no meetings so a chance to catch up on tasks
1. Social media - quick check of twitter feed and Facebook page. I do have alerts for them set up so shouldn't miss anything but I don't post to them over weekends. Added some quick posts and checked for anything interesting. Scheduled some posts about the power hour sessions that are coming up this week (Information claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-4613146147100435292016-01-27T18:37:00.000+00:002016-01-27T18:37:56.631+00:00Time and space - LMP, enquiries, documentation, PDRs and other projectsWe're already into the 3rd week of semester (4th week back in the new year) which means that tasks and activities are already being packed into the available time and space.
We're now into the second phase of our Library Management Platform project which is implementation. The procurement framework was created successfully and we now have a supplier. The kick-off meeting for the project claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-45231487514516669792016-01-05T20:30:00.000+00:002016-01-05T20:30:00.521+00:00New Year - back to work First day back at work in the new year 2016 - not quite first day of semester as that doesn't officially start until next Monday. A new year resolution to write a blog post here everyday even if it is very brief otherwise it is difficult and time consuming to remember what has been happening.It's good to have a few days before the students come back in order to regroup and try and plan for claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-2251169180449412952015-12-08T13:33:00.002+00:002015-12-08T13:33:18.713+00:00Week by week - Semester 1, Library Management Platform, Staffing, Study SpacesAnother week by week monthly summary as this semester has continued to be packed with things going on and reflection is out there somewhere on the horizon...
The end of October and beginning of November continued with Library Management Platform supplier demonstrations and scoring and subsequent consensus scoring. The process has now completed and we are just waiting to get some claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-38290373249851299082015-10-21T17:59:00.002+01:002015-10-21T18:03:15.574+01:00Week by week - Semester 1, LMP, IT Help, loans and reservations...The day by day weekly summary has become, temporarily, a week by week monthly summary as time to reflect during the first few weeks of semester is scarce.
Added to the usual frenetic activity has been continuing work on the process of procuring a new Library Management Platform (LMP). During September there was scoring and evaluating of tenders and then recently there have been claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-31365638411071063262015-08-17T17:32:00.003+01:002015-08-17T17:32:44.953+01:00Day by day - VLE staff training, staffing, IT Helpdesk, resources and reports...Tuesday 11thAcademic and Learner Services Team meeting - catching up on what's happening after being off for a few days
Customer Services Team training - we have a summer training programme for our team with a variety of topics including:Eduroam/wifi – configuring devices
MFDs – basic trouble shooting and maintenanceInter Library loans – general overview
Basic kayako (IT Helpdesk system)
Creatingclaire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-62407219980590259142015-08-14T23:07:00.002+01:002015-08-17T17:02:40.660+01:00Student views about using the library and IT help #libraries #IThelp #feedbackAt the UCISA SS15 conference, one of the sessions was a presentation by a student, Emma Anderson, from the University of Leeds. The presentation was entitled 'It's not just Facebook and Twitter. How students use technology in their everyday lives'. It was an insightful account of the student experience and interesting from our point of view, as 'providers' of the service as to claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-18931645939442912052015-07-20T16:56:00.002+01:002015-07-20T16:59:52.427+01:00Using google forms for feedback Using google forms is proving to be a quick and easy way of getting feedback from students who use our Edinburgh campus library. We have already been using them for recording quick, easily resolvable enquiries at the library service desk so decided to try them out last year for feedback.
The feedback that we wanted to capture was about the purpose of visits to the library and claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-41070352483078072542015-06-23T16:58:00.001+01:002015-06-24T21:50:25.920+01:00Day by day - LMP, Collection Development, Change Advisory Board and external eventsMonday 15th June
Library Management Platform project board meeting including an update on the SCURL groups, internal operational groups and timeline for project.
Weekly meeting with line manager - staffing and plans / developments for summer
Collection Development meeting including update on stock relegation (books) and plans for removal of some of the journal stock to make more study space forclaire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-37160673149529513512015-06-23T15:40:00.000+01:002015-06-23T15:42:51.167+01:00Day by day - statistics, systems, more LMP and 3hr loans...Monday 8th June - holiday
Tuesday 9th June
Statistics
Libcal room bookings
Relocation of 3hr loans - this has been a long running discussion now as to where we should relocate the short loan collection to. I've been looking at the usage stats and found that of the 900+ items that we have categorised as 3hr loans, only about half were actually borrowed during the last academic year.claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-26458764494909414512015-06-09T13:23:00.001+01:002015-06-10T09:53:37.097+01:00Day by day - ELISA, ECA library, Library Management Platform and communications Monday 1st June - a different start to the week from usual as I had the morning off as holiday. I did check my emails though just to make sure there was nothing urgent to deal with.
Monday afternoon was a meeting of ELISA T&D group (ELISA Edinburgh) at NLS Lawnmarket. the main items that we discussed were communications including the ELISA Website / Blog / Twitter and the planned claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-57532685070009101842015-05-29T14:09:00.001+01:002015-06-10T09:52:53.595+01:00Day by day - first week of 'vacation time' Monday 25th May
Usual Monday morning catching up on people and places and any issues
Changing communications to reflect out of semester times including library opening hours and study spaces.
Communications meeting to plan website and printed information for next semester including 'Getting Started ' and 'IS Essentials'
Tuesday 26th May
Update on stock relegation - checking up on how much staffclaire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-83900591737350314122015-05-22T16:28:00.001+01:002015-05-22T16:30:45.313+01:00Day by day - last week of semester
Monday 18th May
Checking up on usage figures for library over weekend especially as the VLE had been down the previous night.
Other statistics including 3 hour loans in light of plans to move the collection during the summer
Spent the afternoon at the IT Helpdesk catching up on any issues and incidents.
Tuesday 19th May
Academic and Learner Services monthly team meeting
Interviews for VLE claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-40524336632281528912015-05-20T13:18:00.001+01:002015-05-26T12:46:35.544+01:00Day by day - IT issues, awards, LMS, reportsMonday 11th May
Usual beginning of week catching up on emails and day to day issues
Also trouble shooting after virus on Service Desk PC
Tuesday 12th May
Meeting about possibility of using ITHelpdesk system for reporting and routing information security issues and incidents
Wednesday 13th May
First meeting of the Library Management System SCURL group for circulation and document delivery
claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-80971321603282693562015-05-05T12:53:00.003+01:002015-05-05T12:53:27.509+01:00Project Boards, Change Advisory Boards, Shortlisting Monday 27th April
The start of the Library Management System project looking at the overview of the project and roles within the project. First meeting of the Project Board and discussion regarding SCURL groups and operational groups.
Discussions regarding Institute of Petroleum Engineering books that were transferred into the main library last summer but need stock checking as some claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-91731580033959449222015-03-31T20:05:00.001+01:002015-03-31T20:05:44.948+01:00Study spaces and seats - this week's hot topic Last week, much time, effort and discussion, in our department and across the university, was focused on study spaces for students. Spaces within the library building and elsewhere on campus .
The library at Heriot Watt University Ednburgh Campus is popular, it is well used and is at capacity much of the time. There are 4 floors - the main entrance floor, which is floor 1, is general purpose. claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-16021859294938074032015-03-23T14:30:00.000+00:002015-03-23T14:32:08.078+00:00Semester 2 More than half way...Semester 2 - Week 10 or, in more general terms, Mid March or '2 months done 2 months to go' :)
Semesters as opposed to terms mean that it feels like a long haul between January and end of May - and it is a long time to keep going for 19 weeks. But then the summer. However, before anyone mentions that it is quiet in libraries and universities over the summer, it isn't - it is claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-44319234505616289912015-01-23T17:28:00.002+00:002015-01-23T17:37:17.367+00:00Online booking for study rooms #librariesIn our library building at Heriot-Watt University, Edinburgh Campus we have 21 individual study rooms, 2 group study rooms and 5 group study tables. These are bookable and, in the past, have been booked by a student coming to the library service desk and exchanging their ID card for a study room key. The rooms were distributed on a first come, first served basis and could be kept for claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-47268182391450010442014-11-27T18:00:00.000+00:002014-11-27T18:06:24.022+00:00Out and about #csguk2014 #altc #sconul2014 During the last couple of weeks I have been at various conferences and events. I enjoy attending events especially if they are one day. I'm not so keen on half days nor two/three day events as it is either too short to get involved or too long so an overload of information and networking. But a whole day, in a good venue with nice refreshments and lunch and lots of interesting people claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-1209217992485927622014-11-18T13:28:00.002+00:002014-11-18T13:28:57.159+00:00Reviews and staffingA couple of weeks ago we had an Academic-Related Review of Information Services. It involved a panel made up of external and internal people who interviewed students, academic staff and staff within the directorate about the services that we provide. It went well, I think although we have not had the report yet so will wait and see. A review is quite good really as it encouragesclaire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-20139787486772782882014-11-04T21:27:00.002+00:002014-11-04T21:27:46.889+00:00Tuesday - meetings, lost property and engineer visit. This morning was the Academic and Learner Services meeting. It is a monthly meeting for staff in the Customer Services Team and in the Liaison Team. It is a summary of what is going on operationally and developments that are coming up. It's a good opportunity to keep up to date with what other colleagues are doing and to add a bit of detail to what we are doing in our team.
This afternoon had a claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-33009463187442616862014-11-03T21:25:00.001+00:002014-11-03T21:25:54.798+00:00Monday - statistics and staff shortagesMondays in November usually means that there is going to be a shortage somewhere. One of the admin assistants is off which means no lunch cover for telephonist so we have to cover from customer services. Actually it worked out ok as I volunteered and it was quiet so had an hour away from the hurly burly (and the steady stream of people coming to my office to ask me about stuff) and got quite a claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-25679839487365631062014-10-09T13:50:00.001+01:002014-10-09T13:53:49.487+01:00Semester 1 Week 4 The 'busier' perception Week 4 already and the Semester is well underway. The most noticeable aspect of this semester so far is that it feels busier - it seems like there are more students in the library and as if we have had more IT help enquiries. But does it feel like that each year? Staff at universities and colleges often state in September that 'We're really busy' as if it's a surprise that thousands claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0tag:blogger.com,1999:blog-5527989650389034346.post-34373098074459715292014-09-22T21:27:00.001+01:002014-09-22T21:27:56.243+01:00Semester 1 Week 1Semester 1 Week 1 achieved successfully. The alterations and improvements to the library space were finished on time albeit it last minute. The new group study pods are proving popular and we haven't had anyone eating or sleeping in them so far. The new Service Desk is operating well so far although staff need time to get used to it and we need to review our work flows and processes to match the claire donlanhttp://www.blogger.com/profile/16695631584523346182noreply@blogger.com0