SPOT Meeting Minutes 2009-11-231. Discussed the Summit Exec Call with OCLC Execs from November 11, 2009 Everyone on SPOT has had a chance to see the notes in our shared Google Docs area. John Helmer has created a sheet of 10 action items that OCLC has until Tuesday to approve and edit/add to as needed. 2. Issues with NRE November 16 & 17th - plans to document problems for OCLC. - Looks like the circ service on the VDX Gateway timesout, pushed Monday through checkin and received. Directions in the spreadsheet. We ended up having stuck requests on both receiving and the lending sides. On our next OCLC call when we address this issue Steve Morse and Ralph both need to be on the call if possible. The net effect of these errors was huge on both staff morale in the system and in user satisfaction with Summit service. Anya shared a letter she wrote to Katie and Robin - with a CC to Dalia and John which we feel really summed up the events and overall effects on Summit. In the letter she indicated the severity of the issues, and what seemed to us a lack of a real response on OCLC. We got a lot of messages back and forth from them, but know understanding of how to fix our problems. The bounce they did, did not work. A real lack of problems with the stuck requests. We still had 23 requests on Friday, and just one explanation of what the actual problem was would have been great. There is no one really dedicated to the NRE problems. Anyway to get a better way to continue with processing responsibilities. Also, no real answers, as to how it will be fixed in the future. Should have caught it before we saw it. Any chance that there system can actually catch these things on time. Pretty, much that they were going through the things one at a time to fix. If it was not really a load issue, what is the underlying problem to this. When will we get the internal notification system in place. Why 4.5 days to fix this? We don't need more lines for communications just some answers. We entered in a bunch of user problem reports, individual e-mails, and just really slow in identifying a solution. And this happens right after the big call with OCLC. The problem, was is that there was no mention of "we are on top of the problem", there was a general lack of communication. 3. Everyone: Discuss the last SPOT Call with OCLC from November 16, 2009 1. In the worldcat catalog local, you get a Summit button on annuals; but in Summit button. If we do not adhere to OCLC configurations, you get some wackiness. A table that Anya believes that Kyle maybe still have access to, may hold the settings for Summit. We may have to come up with some recommendations of for the Summit buttons in the catalog. The Summit catalog should allow you to place a request. Could we tell NRE all requests that come to you are a returnable. Always have it be a returnable. Bring up at the next OCLC call. 2. We then talked briefly about paging slips, and realized in NRE there definitely would be no barcode, but it should have the other location, and call number. You could print pages just for your location. NRE paging slips, ideally could just be a goog backup system. Seperating the Summit stuff out, may be a problem from other local paging slips. And then updating the slips in the III system, although if you did Summit first then they would leave the system once checked out. Suggested, maybe OCLC could create a paging slip in batch. OCLC can not really host our current paging slips solution either, as it is incredibly intricate. Its an e-mail handoff, with huge complications. Still under investigation.... 4. Documentation / Patron & Staff (Nancy Update from Call) Nancy met with a group from OCLC last week that included (spellings) Peter Insabella, Robert Young (potential resource), Tom Miller and others. They are interested in what type of documentation we would find useful. All the way to what we have now, what we prefer, online help versus on going training needs. If we could what we would do, should they send people from OCLC on site. From our initial install the training was too soon, and compared to what the system that is existing now its not on the same page. One thing she and the group would like to see is basically 30, 60, 90 second videos on how to do stuff. Notes on stuff to create, no need to print a huge manual. We had to do re-writing of their manual, some we had to change and lots of stuff we do not do. What people need are ongoing basics, just an easy click, Robert has been trying to convince his OCLC counterparts to use what he called "micro"-training. Just short synopsis of how to do certain things. Think about stuff in modules, versus a whole manual. What is documentation, not a just another big document. Also, talked about potential webinars to save money and travel time. More webinars and adding people in, more than just on site. OCLC had sent Nancy and Anya some training and other documents, but what is their purpose? They are really lacking in actual problem solving. No real need, and a lot of work to do. Half marketing and half to do lists. This training should tie into some of the work that will be done by the resource fulfillment team. 5. Status of the Next Newsletter Timeframe / Content (Heidi) Get pieces to her by the Wednesday of next week for the newsletter. Most drafts should be in good shape. Anya is sending Rick a new triage report with all of the stuff from the previous week. 6. Individual Library Borrowing Stats - Willamette shared its borrowing numbers this Fall. Although, Summit requests down 15%, overall borrowing up 7%, and ILL returnables up 270%, also an article increase of 20%. Do we want to poll other libraries for similar numbers? Eastern Oregon experiences, people are having to wait longer for materials, people go to reference and people puzzled by responses they have gotten. The flip to ILL, things taking to long in Summit. Maybe for them some things are faster in ILL than Summit? Right now a most libraries ILL turnaround is 7-12 days. UW is currently 10, almost the last 4 years regardless of the delivery method. Summit delivery was down to 2-3 days a year ago, but right now up to 3-5 days. How much of the time is transit versus the processing time? Could we determine where some savings may be available? Maybe something for resource fulfillment team. 7. Quarterly Face-to-Face update AF - PCC is happy to host if that helps Bill - Will be sending out a doodle survey to see if any days in the start of January work for everyone. 8. Team updates. The chairs of our two new teams were announced. Allie will lead the User Interface Team, and Rick will lead the Resource Fulfillment Team. 9. Paging slip changes received well. The recent additions to the paging slips have been welcomed. There was some discussion if there needed to be more labels on the slips. Before we add more to the slip, we may have the Resource Fulfillment Team survey the SPOT contacts to see if there is anything that they feel needs to added or changed on the current paging slips. 10. Rota status looks good or bad? Do we want to stretch it out like the balancing had been done in the past? Maybe it adjusts too fast. When we first started with NRE we were going to allow it to settle for a few months. Rolling averages may actually be better. Later on in the process it seemed like there was going to be more changes with using 2 rotas, however for some libraries it has been swinging too much. What are we really seeing, are they the effects of a rota position. You are supposed to be on two different rotas, you can be high on one and low on another. More information to look at the swings, what can we have them do to eliminate. Do we need A third rota to re-balance everyone. We should not have to look. There are about 10 libraries who are swinging one way another alot. Heidi sent them in a polygraph of the swings. Are there really two rotas being used, why the high low. Well give these numbers to Ed/Ralph on our next call which may need to be moved from its regular Monday slot. |