Summary of action to date on the recommendations (September 4, 2001)
- Recommendations for: Establishing Priorities
1.1 Clarify what types of requests are appropriately submitted directly to Systems by individuals and what types need broader discussion within the department before they are submitted. (Systems and ISR)
The most problematic requests identified were related to CD ROMs. Procedures are in place for CD ROM and FLEX Lab items. No further action will be taken until other types of support needs are identified.
1.2 Determine the level or levels of priority that will generally be assigned to requests submitted directly by individuals. (Systems and ISR)
1.3 Develop a process within ISR for collecting, discussing, and assigning departmental priority to requests requiring broader discussion. (ISR)
This seems to be less an issue than when the report was written. The Systems Liaison Working Group is drafting criteria for assigning priorities, with a focus on CD ROMs, which could be used in future if needed. The process for submitting requests and communicating information about outstanding requests has been clarified. Requests from ISR are either submitted via Maureen and Doug or, if sent directly to Chris, are copied to Maureen and Doug. Ongoing communication is coordinated through Maureen and Doug and they are also monitoring the status of CD ROM requests. Maureen ensures that someone from ISR tests newly loaded databases to confirm that they are working correctly.
1.4 Encourage staff to distinguish clearly between requests for information about possibilities and requests for specific action. (Systems and ISR)
This recommendation can best be acted on as opportunities arise to raise awareness. Systems staff are trying to ask more questions so that they can determine whether a request is for something specific or for information about possibilities. As Maureen handles requests, as a member of the Systems Liaison Working Group, she also does some probing to be sure about the nature of the request.
1.5 Develop procedures for submitting requests requiring broader discussion to Systems and for letting all members of ISR know what requests, with what level of priority, have been submitted. (Systems and ISR)
Communication via the Systems Liaison Working Group has addressed many of the issues underlying this recommendation. This could be addressed further if a need to do so is identified.
1.6 Establish a method for identifying Library-wide requests for Systems support and for establishing priorities for ISR requests within the context of all requests. (departmental managers including those from Systems and ISR)
Since the immediate needs underlying this recommendation have been addressed, the significance of this issue seems to have decreased. The Library Managers Group (LBPC and department or unit heads), has begun to meet monthly and would be an appropriate forum for discussion of Systems priorities. The Digital Library Co-ordination Committee has also been formed to address larger issues.
1.7 Do not allow "squeaky wheels" to set or alter priorities. (Systems and ISR)
This seems to be less an issue than it was when the report was being written. The level of frustration on the part of both ISR and Systems staff at that time seems to have diminished.
1.8 Determine a way to let all Library staff know what requests have been submitted to Systems and what priority has been assigned to each of the requests. (departmental managers including those from Systems and ISR)
Discussion about a way to address this recommendation would logically follow discussion about 1.6.
- Recommendations for: Ensuring that work is done in a timely way
2.1 Determine the level of need for Systems support at times when it is not currently offered, i.e. weekday noon hours, evenings and weekends, and investigate ways of meeting the need. (ISR)
When the Report was being written there was a perceived need for additional support. However, the number of actual requests, as indicated on reference desk statistics form, does not confirm a need for additional support at this time.
2.2 Pursue opportunities for obtaining additional Systems support staff. (Systems)
Systems has successfully sought funding to hire a full-time Co-op student for each work term since May 2000 and has committed the majority of each student’s time to providing staff computing support (Help Desk, hardware/software upgrades, problem solving, training, etc.). In addition, for the Fall and Winter terms, University work/study funding has been used to hire a part-time student to clean public and staff workstations. Other initiatives to address Systems staffing are on hold due to budget restraints and one technician has been assigned 50% to web development work.
2.3 Develop an understanding among staff that requests for support from Systems should be submitted as far in advance as possible. (Systems and ISR)
This recommendation can be best addressed by finding opportunities to raise awareness. Such an opportunity occurred in August 2000 when John Thompson issued instructions about use of the FLEX Lab and included the need to allow two weeks for requests to add software to computers in the Lab.
2.4 For each request, simple or complex, establish a reasonable time frame within which the work will be completed. (Systems and ISR)
This is being addressed on a case-by-case basis via the Systems Liaison Working Group as needed.
2.5 Advise the requestor of any delay as soon as it's clear that there will be a delay, and explain the reasons for the delay. (Systems)
Communication is being handled via the Systems Liaison Working Group on a case-by-case basis as needed.
2.6 Establish a time frame within which a requestor may inquire about a request that has not been acted on and about which there has been no feedback. (Systems and ISR)
Communication is being handled via the Systems Liaison Working Group on a case-by-case basis as needed.
2.7 Regularly review backlogged requests (including lower priority Help Desk requests) to ensure that none are forgotten and that timely feedback is provided for all outstanding requests. (Systems)
Systems has changed Help Desk procedures to ensure that the log of requests is kept as small as possible (e.g. on July 12/01, there were two items in the log, both of which had been assigned to a staff member and had action in progress). The log is reviewed for outstanding items and, rather than simply logging non-emergency requests received during a shift, the primary contact person now frequently discusses with a technical backup person any problems which he/she cannot resolve directly. The hardware/ software support group deals the same day with as many of these referred items as possible.
2.8 Develop a log of problems reported to Systems by staff on duty at each of the information services desks; keep the log at the information services desk so that staff coming on duty know what has been reported. (ISR)
This has been set up by the Systems Liaison Working Group. In addition, Systems has established an email alias to communicate information about known problems to Information Desk staff via the Systems Liaison Working Group.
2.9 Ensure that installations are complete, tested, and operating appropriately before being made available to users. (Systems and ISR)
Concerns in this area were primarily related to CD ROM databases. The Systems Liaison Working Group ensures that someone from ISR tests newly loaded databases to confirm that they are working correctly.
- Recommendations for: Clarifying roles and responsibilities
3.1 Find ways to enable staff to better understand the organizational structure of each department. (Systems and ISR)
Communication via the Systems Liaison Working Group has resolved many of the issues that generated this recommendation. Systems is now included on the orientation schedule for new ISR staff and items covered include Systems' organization, responsibilities and staff introductions.
3.2 Develop and publish a list of contacts within each department. (Systems and ISR)
A list of contacts has not been published. Instead, communication via the Systems Liaison Working Group has addressed many of the issues underlying this recommendation. Systems also tries to identify a contact point in all messages sent to Library staff.
3.3 Assign specific contact people for major projects. (Systems and ISR)
This is being addressed on a project-by-project basis (e.g. Laptop Committee).
3.4 When appropriate, use project management techniques as a means of identifying who will be responsible for the various elements of joint projects, who might be affected, who needs to be consulted, and who needs to be informed. (Systems and ISR)
This is being addressed on a project-by-project basis (e.g. Laptop Committee). In addition, more Library staff will be receiving training in project management techniques.
3.5 Develop guidelines to ensure that staff from both Systems and ISR understand where responsibility lies. This applies particularly to activities for which responsibility has not been clearly defined and about which Systems and ISR may have different expectations. (Systems and ISR)
The Systems Liaison Working Group has addressed much of this confusion by managing CDROM issues. Systems has developed, with approval of Library managers, a software support policy and changes in workstation set up have eliminated some of the sources of confusion (e.g. automatic, scheduled workstation maintenance).
3.6 Prior to the installation of new application software, determine who will be responsible for installation, testing, training, use, and maintenance. (Systems and ISR)
Issues related to databases and public workstations are handled via the ISR Training Committee and Systems Liaison Working Group (see 2.9). Other software training needs are handled on a case-by-case basis (e.g. Dreamweaver training arranged with IST).
- Recommendations for: Training and development
4.1 Identify the need for training on new applications or installations in sufficient time for training to take place before staff must work with the application or installation (particularly critical for public use applications and installations which staff will have to explain to the public). (Systems and ISR)
See 3.6.
4.2 Find ways to help Systems staff enhance their ability to assess the needs for staff who require one-on-one assistance and to provide the appropriate level of information or instruction. (Systems)
This is probably largely a matter of awareness and the issue was raised at a Systems meeting soon after this recommendation was made. The issues underlying the recommendation seem to have diminished since the report was written.
4.3 Find ways to help ISR staff better understand the role that they are to play in maintaining their workstations. (Systems and ISR)
See 3.5.
4.4 Help ISR staff how to better understand help desk procedures and effectively access the service. (Systems)
This is probably best addressed as part of a Help Desk review planned for 2001/02.
4.5 As appropriate, continue to cross-train staff within Systems. (Systems)
Systems is attempting to do this as workload and staff availability allow but higher priorities make progress slow.
- Miscellaneous recommendations
5.1 Be proactive in identifying ways to improve public service in general, e.g. new software that would be useful to public workstations. (Systems and ISR)
Systems and ISR staff are active on several committees and project groups mandated to improve public services (e.g. Laptop Committee, Digital Library Coordinating Committee, Ejournals project, WebOps, TUG OPAC Functional Group, TUG Workstations Group). Software at public workstations has been upgraded in accordance with requests/recommendations from ISR staff.
5.2 Encourage more interactive forums for communication between departments. This could include things such as attending each other's meetings and finding opportunities to work together on matters such as training. (Systems and ISR)
ISR and Systems staff serve together on several committees and working groups and keep their departments informed about the groups' activities. Some joint training has occurred (e.g. Proxy, Dreamweaver).