Enhancing and managing responses to online queries and feedback

1
Enhancing and managing responses to online
queries and feedback

• Daisy Tyson
• Manager, Research Learning Services
• Curtin University of Technology

2
Curtin University Library
Bentley
Kalgoorlie
Northam
Perth City
3
Other clients
Sydney
Singapore
Malaysia
4
Library Structure
5
Reference services
6
(No Transcript)
7
(No Transcript)
8
HP (Openview) Service Desk
9
(No Transcript)
10
Query fulfilment process
Request Or Feedback
CLIENTS
Service call
Work order
Service
STAFF
11
Development phase

• Usernames workgroups
• Query follow up
• Validation

12
Implementation phase

• Change in service name
• Training

13
Post Implementation issues

• Connection dropouts
• Editing Records
• Closure Codes
• System upgrade

14
Future Improvements

• Feedback survey
• Integration with SMS

15
Curtin innovation