SILS Effective Handover Project Report, December 2017

Project report


Sherwin, Leonie, Firman, Elizabeth, Pobar, Sally, Eacersall, Douglas, Hammer, Sara, Myatt, Jason, Leeson, Amanda and Thangavelu, Anbarasu. 2017. SILS Effective Handover Project Report, December 2017. Toowoomba, Australia. University of Southern Queensland.
Title

SILS Effective Handover Project Report, December 2017

Report TypeProject report
AuthorsSherwin, 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 OriginUniversity of Southern Queensland
Number of Pages16
Year2017
PublisherUniversity of Southern Queensland
Place of PublicationToowoomba, 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:
SILS to provide staff with a set of guidelines for best practice (see Appendix 2). Staff are encouraged to use handover guidelines as appropriate. As enquiries may differ a universal set of guidelines may not address the full range of scenarios. Staff to continue the positive and effective handover process, where applicable. As effective handovers requires an understanding of the roles of colleagues, staff should develop a knowledge of other departments within SILS. Information provided by other SILS engagement experiments will also inform this process.

Keywordshandovers, client services, library services, higher education
ANZSRC Field of Research 2020350499. Commercial services not elsewhere classified
390303. Higher education
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Byline AffiliationsLibrary Services
Learning and Teaching Support Unit
University of Southern Queensland
No affiliation
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From full employment to the the new service economy
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Mark Latham's third way: income support, civic renewal and collectivism
Hammer, Sara. 2004. "Mark Latham's third way: income support, civic renewal and collectivism." Australian Journal of Social Issues. 39 (2), pp. 143-153.
Work for welfare and civic equality
Hammer, Sara. 2004. "Work for welfare and civic equality." Carlson, Ellen (ed.) 6th Path to Full Employment Conference/11th National Unemployment Conference. Newcastle, Australia Newcastle, Australia.
Demonstrating quality outcomes in learning and teaching: examining 'best practice' in the use of criterion-referenced assessment
Hammer, Sara. 2007. "Demonstrating quality outcomes in learning and teaching: examining 'best practice' in the use of criterion-referenced assessment." International Journal of Pedagogies and Learning. 3 (1), pp. 50-58.
A feminine approach to teaching a large, first year university course: and everyone lived happily ever after!
Southey, Kim, Lynch, Bernadette, Werth, Shalene and Hammer, Sara. 2007. "A feminine approach to teaching a large, first year university course: and everyone lived happily ever after!" Albion, Majella J. and Collins, Pauline (ed.) 2007 International Women's Conference: Education, Employment and Everything... theTriple Layers of a Woman's Life. Toowoomba, Australia 26 - 29 Sep 2007 Toowoomba, Australia.
Healing the divisions: unemployment and overwork in Australia
Hammer, Sara. 2003. "Healing the divisions: unemployment and overwork in Australia." Carlson, E. (ed.) 5th Path to Full Employment Conference and 10th National Conference on Unemployment (CofFee 2003): The Full Employment Imperative. Newcastle, Australia 10 - 12 Dec 2003 Newcastle, Australia.
Mutual obligation: why reciprocity is an inadequate principle for unemployment programmes
Hammer, Sara. 2003. "Mutual obligation: why reciprocity is an inadequate principle for unemployment programmes." Australian Journal of Professional and Applied Ethics. 5 (1), pp. 14-24.
Higher education for community and citizenship?
Hammer, Sara and Star, Cassandra. 2004. "Higher education for community and citizenship?" Flowers, Rick (ed.) Education and Social Action Conference 2004. Sydney, Australia 06 - 08 Dec 2004 Sydney.
All roads lead to Rome: channelling inter-campus, interlibrary and off-campus requests through a single user interface
Firman, E. and Moore, K.. 2005. "All roads lead to Rome: channelling inter-campus, interlibrary and off-campus requests through a single user interface." ALIA National Library and Information Technicians Conference (neXt 2005). Sydney, Australia 06 - 09 Sep 2005 Canberra, Australia.