Goals, Strategies, Actions, Outcomes: Gamma

Goal 3: Make information services and resources easy to use.

Physical resources:
Signage – multi-language signs, make resources easier to find
Classification is confusing – “on call” student workers to assist in retrieving books (now like Home Depot can’t find assistance) utilize two-way or bat phone
Looking for “L” – take them to this area
How to locate a book brochure (we think this already exist) or on end caps or near elevators – large, laminated & catches the eye

Virtual resources
Metadata group
Differences in cataloging of SPCO materials and regular stacks materials
Creative ways to find cataloging sources for SPCO
PULSe:
Voyager layout/design Ex. Scrolling, periodicals display
Book jackets
We need to study how consumers use PULSe – what are their expectations of the catalog, how can we make it easier

Strategies:
Investigate ways to provide personal and on-call assistance to our physical collection so that it is easier to use (classification)
Re-evaluate our signage (multi-language)
Communicate availability and location of services (relates to information literacy or reference services). Arrange information and services intuitively
Study how consumers use PULSe – what are their expectations of the catalog, how can we make info access easier/better
Explore the need of a metadata group/committee that researches innovative approaches to information access (unified policy on information organization)
Address deficiencies in SPCO resource description
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Strategy:
Study how consumers use PULSe – what are their expectations of the catalog, how can we make info access easier/better

Action plan:
Collect and analyze data to determine customer needs.

Outcome: (Customer)
VMT, Coordinators will be informed decision-makers.

Process:
Conduct customer satisfaction surveys to set benchmark
Study web logs for usage trends

Suppliers:
IOP staff

Output:
Benchmark of customer satisfaction surveys

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Action plan:
Implement modifications to create a more user-centered catalog.

Outcome: (customer)
Users of PULSe become more self-reliant, able to retrieve relevant information with reduced assistance.

Inputs:
Examine the customer satisfaction surveys
Look at “for profit” sites and other library catalogs for features that are user-friendly and helpful
Conduct usability studies

Suppliers:
IOP, SPCO, IT, DLS?

Outcome:
Post-assessment of customer satisfaction after implementation of new features in comparison to the benchmark survey