Public Services Division UCI Libraries. Strategic Goals

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1 Public Services Division UCI Libraries Strategic July 7, 2006

2 PUBLIC SERVICES DIVISION 1. Campus Communication Public Services will undertake a project to better define the identity of the UCI Libraries and librarians for our various communities which will result in improved marketing messages and higher visibility for our skills and resources. Public Services will lead a library-wide effort to redesign our website based on user testing and to participate in the development of a UCI student portal. 2. Information Literacy at the Reference Desk Public Services will evaluate the performance of our reference desk services in light of information literacy principles in order to connect the instruction program with reference and RCS interactions with the goal of improving student retention and learning of basic principles. 3. Assessment Public Services will work with PAR to develop a schedule for a regular cycle of assessment of its service activities UCUES data and mini-surveys will be used to identify areas of most urgent user need for improvement

3 Access Services 1. Customer Service : Access Services staff are proud of their teamwork, commitment, technical knowledge, and professionalism. We accomplish our mission and goals by providing customer service that: Acknowledges customers as individuals Provides consistent and quality customer service Addresses customers' needs in a timely fashion Reaffirms quality customer service by on going training of Access Service Staff Examines workflow to provide expedient service Presents a professional and positive image through courteous interaction Communicates effectively by providing a web site that is continually updated 2. Resource Sharing : Access Services staff are dedicated to facilitating access to the educational and research resources needed by our users. Interlibrary Loan and Document Delivery staff will support the resource sharing efforts by: Moving forward to full implementation of the UC Consortial Borrowing System, including interlibrary loan requesting and processing, a reliable statistical interface, collections collaboration, and billing/financial support. Implementing the Zportal patron interface with VDX, allowing users to view/modify/renew outstanding requests and communicate with ILL staff. Exploring NISO Circulation Interchange Protocol (NCIP) Circulation/Interlibrary Loan, allowing our automated ILL systems to communicate directly with our Libraries circulation systems. 3. Access Services : Access Services staff are committed to streamlining the processes used in Loan Desk/Reserves. Staff will research ways to enhance Millennium Circulation and the public Antpac webpages which will allow us to streamline the services we provide to our users and lessen the workload for staff during the largest growth period in campus history. Electronic Billing We can notify Financial Services electronically when billed books are returned and Financial Services can forward payments for library bills directly to Antpac which will automatically clear in the patron record. Online Patron Registration Investigate and implement online patron registration or activating library privileges. Online Search Request Form allow patrons to submit online search requests from the Antpac or the Libraries Homepage for books that cannot be found in the stacks. Virtual Reserves Tutorial investigate ways to have video tutorials for accessing reserves.

4 Design Services 1. Address large web design issues -We deliver our services in online environments that are conducive to study, learning, and discovery. We preserve our collections to ensure their availability for use and their survival as valuable cultural assets.- Create a workable and scalable template for online exhibits. Using this template, create webpages for current and past exhibits. Streamline the entire digitization process so that future online exhibits go live near the time of the physical exhibit s installation. Create a design for future digital library projects that is flexible enough that each project has its own identity, while maintaining ties to the larger whole. Redesign the public website s subsites 2. Reassess and redesign print publications and guides with an eye towards a cohesive and clear marketing package: print, web, and signage. -We provide superior user-focused services, accurate and unbiased assistance, and easy-to-use access to outstanding research collections. We contribute to creating and sustaining a well-informed and educated society- 3. Signage and Space Planning. -We deliver our services in physical spaces that are conducive to study, learning, and discovery.- Engage a signage expert to assess and recommend new signage systems for the UCI Libraries. Complete the interior design elements of the UCI Libraries space planning initiatives. 4. Develop an image archive and retrieval database.

5 Education and Outreach 1. Develop Science Information Literacy Initiative. (Libraries Strategic Plan: User-focused Services, Research Resources) 2. Determine and implement effective and creative methods for marketing the Libraries services and resources. (Libraries Strategic Plan: User-focused Services, Library as Place) 3. Investigate, design, and implement services and tools that will enhance our users ability to discover and use the Libraries online resources and physical collections. (Libraries Strategic Plan: User-focused Services, Research Resources, Information Technology.) 4. Promote excellence in teaching by encouraging all librarians to understand, embrace, and apply the concepts of information literacy in their instruction and reference activities. (Libraries Strategic Plan: User-focused Services, Organizational Resources, Research Resources)

6 Grunigen Medical Library 1. User Focused Services Increase the awareness of SOM faculty and students at UCIMC of the services and collections provided by GML through effective marketing strategies. Enhance the Libraries medical education efforts and collaboration with health sciences faculty to make informatics and evidence-based practice instruction an integral part of health sciences academic programs. Support innovative and appropriate uses of technology in teaching. 2. Research Resources Provide increasing integration of evidence-based services and resources into clinical workflows throughout UCI s health centers inpatient and outpatient practice environments. Exploit opportunities to deliver evidence-based information at the point of care. 3. Library as Place Develop a plan to expand and renovate existing GML library space to meet the ever-increasing education, research, and technology needs of the UCI health sciences community and to maximize use of space for teaching, learning, collaboration, and expanding collections. 4. Information Technology Collaborate with Systems, Web Services, and SOM/UCIMC IT to provide informatics tools that integrate with clinical systems for the retrieval and synthesis of the evidence base of literature, thus enhancing clinical practice, research, and communication. 5. Organizational Resources Develop a plan, including external funding strategies, to leverage staff resources to support the integration of library services/collections into UCI clinical care and address the complex evidentiary needs of UCI health care teams.

7 Langson Library Reference 1. Redefine the physical spaces that comprise the Langson Reference Department's collection and services Redefine the physical spaces that comprise the Langson Library Reference Department's collection and services in order to create a welcoming and responsive environment that meets our users' needs and that anticipates our continually evolving technological context: Create a plan to move the Reference Desk and collection to the 2nd floor Develop a new footprint for the Multimedia Resource Center Move the microformat collections to an accessible and user friendly location (Libraries Strategic Plan: User-Focused Services; Research Resources; Library as Place.) 2. Develop and implement an assessment program Develop and implement an assessment program that evaluates how effectively the Langson Library Reference Department provides and markets its services and resources; use this assessment program to suggest how our services might be improved, and to assist in marketing our services to the appropriate groups (such as those currently underserved): Create an initial survey that tells us which departments use Langson Reference. This baseline survey will be useful in identifying specific departments not using our services as well as targeting specific departments for surveys or focus groups about how effectively we meet their needs. (Libraries Strategic Plan: User-Focused Services; Research Resources.) 3. Groups, organizations and teams increase their effectiveness as their identity is enhanced The Langson Library Reference Department will create a strong and distinctive identity which will reinforce our efforts to market our services to the university and strengthen our ability to attract and retain librarians and staff: In meetings ensure that all participants feel free to speak Regularly review policies and procedures to ensure that they are understood and followed Continually critique and revise training for all librarians and career staff in order to keep skills and knowledge up-to-date (Libraries Strategic Plan: Organizational Resources)

8 Science Library Reference 1. Create a science portal within the UCI Libraries public website to provide easy access to quality science resources and science information literacy tools. Charge a small group within the department to lead the development of the science portal and work with Web Services and WAC to implement Incorporate new technologies and applications (i.e. RSS feeds, flash, etc.) to deliver instructional and research content to users. 2. Reshape and renew the physical environment of the Science Library Reference Room, Current Periodicals Room, and Interactive Learning Center to better accommodate collections and meet user needs. Reconfigure the reference stacks and current periodical shelving to accommodate the downsized collections, create flexibility for future maintenance, and allow for expansion of public computing and study space in the Grand Reading Room. Develop a vibrant, user-friendly, environment that accommodates different types of comfortable seating and individual and group study space throughout the Grand Reading Room. Adjust staffing and service desk configurations to ensure optimum customer service. Reconfigure staff, public service, and group viewing spaces in the ILC to accommodate ongoing changes. 3. Develop assessment tools to assist the SL Reference Department in designing services that meet the reference and information needs of the UCI community. Follow-up on the customer service assessment project of spring 2006 to answer additional questions: Many users come to the Science Library daily to study, use computers, and check out material. Why is the number of questions asked at the Reference Desk relatively low? What about users who do not come to the Science Library? Do they have research and curricular needs that we can address virtually? Use the data collected in these assessment projects to design new staffing models and inform the Science Portal project.

9 Web Services 1. Redevelop staff.lib.uci.edu to be single-point of information for the Libraries staff 2. Work with Library Systems to ensure long-term viability and scalability of our server architecture as it relates to Web Services 3. Continually Re-examine the underlying architecture of the Libraries public websites to ensure compliance with accessibility guidelines. 4. Reevaluate the link structure and layout of the Libraries websites to ensure that our users are presented with the information most valuable to them.

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