The new Library at Macquarie University provided a unique opportunity to completely rethink our approach to service provision, to leverage technology to improve students‘ learning experiences and to deliver client-centred services. The first use of an automated storage and retrieval system (ASRS) in a library in Australia has allowed us to make our physical collection accessible onsite in the most efficient way, while increasing the variety, quantity and flexibility of study spaces for students. We have also used the opportunity of the ASRS to explore how we might use technology to enhance the clients’ experience of finding and accessing resources so that, while not all items are physically accessible on an open shelf, they are more easily discoverable. A ‘virtual bookshelf‘’ now enables clients to browse our physical and virtual collections; our resource discovery tool provides one point of access to search the majority of our resources.
The focus of the new Library has not solely been on resources: we also used this opportunity to undertake a comprehensive review of our services so that we could implement a more client-centred approach, particularly through provision of choice for clients, employing technology to enable us to be more responsive to client needs and to offer flexibility. These developments have involved a cultural change within the Library and we are now developing frameworks that will continue to drive and support this change. We intend to build on what has become, as a result of this major change, the ‘new normal’; continuously reviewing services and spaces to identify improvements and respond quickly to changing client needs. This paper will detail the range of technologies we have introduced in the new Library to improve service provision, explore the challenges we have encountered, and discuss the involvement of our clients and their response.
Jennifer Peasley is Deputy University Librarian at Macquarie University Library. Her role encompasses quality and planning, corporate services (including facilities, human resources and risk management) and IT, and she is also responsible for project management and service development within the Library. From 2007 to 2011, Jennifer was involved in planning for the construction of a new Library for Macquarie University and a major review and restructure of Library services and staffing.
Prior to joining Macquarie University, Jennifer worked at the State Library of New South Wales, most recently as Assistant Director, Information Technology.
Jennifer has a strong professional interest in the design and operation of learning spaces, quality assurance and evaluation, and the application of technology to improve service provision in libraries.
“@betabib: Macquaire University automated retrieval system – arc – youtube.com/watch?v=thKAS3… #iatul2012” #p221
— Ivan Chew (@ramblinglib) June 5, 2012
#p221 #iatul2012 they created “service coordinators” jobs; part of which is to id & resolve recurring issues
— Ivan Chew (@ramblinglib) June 5, 2012
#p221 #iatul2012 their response was to implement a “virtual browse”; they asked their users based on “I can” statements (“I can get help”)
— Ivan Chew (@ramblinglib) June 5, 2012
#p221 #iatul2012 a fully automated retrieval syst also “reduced choices” for users (another lack of phy browse issue?)
— Ivan Chew (@ramblinglib) June 5, 2012
#p221 #iatul2012 some downsides: lack of physical browse. A survey showed browse as 4th choice but become a top negative feedback
— Ivan Chew (@ramblinglib) June 5, 2012
#p221 #iatul2012 the space the uni library saved went into user interaction/ social spaces.
— Ivan Chew (@ramblinglib) June 5, 2012
#P221 #iatul2012 oops, they don’t want to use the term “storage” but emphasise “retrieval”. They invested in it bec it’s economically viable
— Ivan Chew (@ramblinglib) June 5, 2012
#p221 #iatul2012 MaCQuarie uni: an onsite automated storage: Metal bins, random order. Stores 1.8million items twitter.com/ramblinglib/st…
— Ivan Chew (@ramblinglib) June 5, 2012