Blended Services Implementation

Project Linked to the Following University Library Strategic Objectives:

• #3:   Create World-Class Teaching and Learning Spaces
• #4:   Strive for Exemplary Service that is Responsive to User Needs

 Project Lead

• Anne Pottier

 Project Members

• Debbie Trebych
• Lynn Schneider
• Ann Pearce

***Will also strike a Library Services Training & Development Group

Consult with

• Blended Services Management Group
• Kathy Ball (Assessment)

 Project Scope (work the project will include and not include)  

 Project Risks (circumstances or events outside the project team's control that will have a high adverse impact on the project if they occur)

•   Failure to deliver superlative service will result in dissatisfied users.

 Obstacles / Constraints (known constraints imposed by environment, management, etc.)

•   Clarifying the role of librarians in providing training, referrals, mentoring, shadowing, etc.

Preliminary Assessment Plan (what quantitative or qualitative tools will you use to determine if you are successful?)

• User satisfaction survey (handheld device)       March 2010
• Staff self-assessment                                             April 2011
• Focus group with librarians                                   April 2011                     

 Project Objectives

• Complete the physical construction of the Library Services desk in Mills.  Ensure that the new desk facilitates service delivery and meets the staff's ergonomic needs.
• Review workflow and procedures across all libraries to ensure that all services are delivered efficiently and effectively.
• Establish a training plan for ongoing professional development of all Library Services staff.
• Evaluate the effectiveness of the combined service points from both the user and the staff perspectives.