SILS Effective Handover Project Report, December 2017
Project report
Title | SILS Effective Handover Project Report, December 2017 |
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Report Type | Project report |
Authors | Sherwin, Leonie (Author), Firman, Elizabeth (Author), Pobar, Sally (Author), Eacersall, Douglas (Author), Hammer, Sara (Author), Myatt, Jason (Author), Leeson, Amanda (Author) and Thangavelu, Anbarasu (Author) |
Institution of Origin | University of Southern Queensland |
Number of Pages | 16 |
Year | 2017 |
Publisher | University of Southern Queensland |
Place of Publication | Toowoomba, Australia |
Abstract | Scholarly Information and Learning Services (SILS) review and realignment occurred in 2015-2016, based on client perception and feedback about SILS’ purpose and effectiveness. A process for developing a new engagement model was conceived by the leadership team as a key component of implementing the new SILS structure. This process involved a number of consultation and planning workshops, including follow up experiments. These experiments were designed to test particular aspects of the suggested engagement model. A fundamental aspect of the proposed engagement model is the practice of ‘effective handovers’: that clients can contact any part of the organisation and be directed to the relevant section for assistance. Stakeholder feedback at USQ has consistently indicated that accessing appropriate SILS support is challenging. For this reason the effective handover of client enquiries was identified as a potential issue for the SILS engagement model investigation. A mixed methods approach was used based on a literature review, survey data, and a mystery shopper activity. To ensure best practice of client handovers, the following recommendations are provided: |
Keywords | handovers, client services, library services, higher education |
ANZSRC Field of Research 2020 | 350499. Commercial services not elsewhere classified |
390303. Higher education | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Library Services |
Learning and Teaching Support Unit | |
University of Southern Queensland | |
No affiliation |
https://research.usq.edu.au/item/q7q48/sils-effective-handover-project-report-december-2017
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