Queensland University of Technology

Lib

rary

A N N U A LR E P O R T

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A N N U A LR E P O R T

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L I B R A R Y

QUT LIBRARY

1998 ANNUAL REPORT

Queensland University of Technology

CCONTENTS

Introduction ............................................................................................................................................................ 1

Year in Review ....................................................................................................................................................... 3

Library Advisory Committee .............................................................................................................................. 5

Effective use of Technology ................................................................................................................................ 6

Effective use of Staffing....................................................................................................................................... 8

Client Focus .......................................................................................................................................................... 12

Information Resource Management ................................................................................................................ 17

Organisational Structure and Management .................................................................................................. 21

External Focus ...................................................................................................................................................... 23

Branch Library Reports ...................................................................................................................................... 27

Carseldine ......................................................................................................................................................... 27

Law Library ...................................................................................................................................................... 28

Gardens Point ................................................................................................................................................... 29

Kelvin Grove ..................................................................................................................................................... 30

Appendices ........................................................................................................................................................... 32

Appendix 1: Senior Staff ................................................................................................................................. 32

Appendix 2: Staff Membership of University and Faculty Committees ................................................ 33

Appendix 3: Statistical Overview.................................................................................................................. 34

Appendix 4: Staff Publications and Presentations ..................................................................................... 35

Appendix 5: Offices Held by Staff in Professional Associations ............................................................. 36

Appendix 6: Organisational Chart ................................................................................................................ 37

IThe integration of a total quality management philosophy into Library processes and services isreflected in the format of the Annual Report.

Instead of reporting by function or section, the report is organised around the six Critical SuccessFactors, identified in the Library’s Strategic Plan. Each year as part of the Library’s strategic planningprocess, the strategies to address the Critical Success Factors are reviewed and new action initiatives aredeveloped.

This overall plan provides a framework for planning at all levels of the Library and allows staff torelate their work to the Library’s overall goals and performance. Each year the CSF, strategies andaction initiatives are printed as a colour wall chart and a copy is given to every member of staff.

We have maintained the reports from our branch libraries because we believe our clients identify withand are interested in their local branch library.

STATEMENT OF PURPOSEQUT Library, as the University’s information

gateway, provides high quality,client focused information services which

support the University’s teaching andlearning, research and service goals.

The Library’s services are shaped by innovativeand effective

management of resources and technologies.

The Library is committed to regional andnational cooperation and

development for the benefit of the widercommunity.

CRITICAL SUCCESS FACTORS• Effective use of technology

• Effective use of staffing• Customer Focus

• Information Resource Management• External Focus

INTRODUCTION

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TTHE YEAR IN REVIEW – 1998

1998 was a significant year for the Library, onein which the Library’ s automated system waschanged from the URICA to the INNNOPACsystem. This major initiative was very wellmanaged by staff across the Library. In addition,1998 saw a university-wide working partydevelop a new methodology for distributing theLibrary Resource budget. This new allocationmethodology will be introduced in 1999. Theyear also saw a number of other importantservice improvements.

The Library continues to manage its services inline with the six Critical Success Factors of itsStrategic Plan. Highlights for each of thesefactors were:

TechnologyThe major technology initiative for theUniversity Library was the introduction of theINNOPAC Library System. As part of this, earlyin year, the library cataloguing data format wasconverted from Australian MARC to US MARCstandard. Following the successful completionof this, the implementation of the newINNOPAC system was undertaken and thesystem successfully went live in September. TheINNOPAC installation required extensivecoordination of efforts across the library, andhas produced substantial benefits for users inease of use of the library system and in new self-service facilities, as well as streamliningworkflows within the Library.

The Library also developed the InfoQuestSubject Gateway Service in cooperation withGriffith University Library. This service isscheduled to be launched early in 1999. Atechnology training needs analysis was alsoundertaken for all staff, and training in areasidentified for priority was commenced.

StaffingThe library suffered a substantial budgetreduction to its salary vote in 1998. This wasfurther exacerbated by payouts for a number ofstaff who had chosen to accept voluntary earlyretirement. Much of the year was spent inattempting to meet the substantial salary budgetreductions by refining work flows and reducingstaffing levels, as resignations permitted. 1998also saw the introduction of the university-widePerformance Planning and review scheme. Thelibrary was amongst the first departments toadopt this new system, which replaced theLibrary’ s own Staff Development DiscussionProgram. Workforce planning analysis was also

undertaken as part of the Library’ s actionplanning process.

The Library also introduced a Reward andRecognition Scheme to acknowledge thecontribution of its staff to Library services andoperations. “Front of House” training wasintroduced for all staff working Information andLoans Desks and was conducted at thebeginning of the first semester.

Client FocusThe Library developed and promulgated itsClient Service Charter, which outlined mutualresponsibilities between the Library and itsclients. The Library also coordinated theconducting of a division wide undergraduatestudent survey, which provided valuableinformation on student perceptions of libraryand divisional services. A number of initiativeswere introduced in support of flexible deliveryand the Library cooperated with theestablishment of divisional liaison teams.

The Library’s Information Literacy Program wasfully reviewed by an external consultant. Therecommendations of that review wereconsidered, and most were implemented.Electronic reserve was extended on the KelvinGrove and Carseldine campuses. The studentlaboratories at Gardens Point were merged withthose of the Teaching and Learning SupportService Department, whilst at Carseldine apublic access database laboratory wasconstructed.

Information ResourceManagementThe substantial drop in the value of theAustralian dollar led to the need for substantialserial subscription cancellations. The Universityassisted the Library with a supplementation ofthe Resource budget to avoid even moresubstantial cancellations. A university-wideworking party reviewed the methodology of thedistribution of the library resource allocationand recommended a revised methodology forintroduction in 1999. Re-engineering of theselection and technical services processes of theLibrary continued, in conjunction with theLibrary’ s partnership with Blackwell’ s BookSuppliers. A significant weeding program foroutdated and duplicate titles was undertaken onthe Gardens Point and Kelvin Grove campuses.

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Organisational Structure andManagementThe Library undertook a number ofperformance measurement activities, includingthe development of performance indicators forits Reference Service. The undergraduatestudent survey provided further data for therevision of some management practices. TheLibrary’ s Research and Development Officercompletely re-developed the Staff PerceptionSurvey, which had been previouslyadministered in 1995 and 1996. The new Surveywas administered to all staff at the end of 1998,in order to provide feedback on library servicesand working conditions. A proposal forincreased direct client contact for all Librarystaff was developed, and this initiative is due forintroduction in 1999.

External FocusThe Library increased its emphasis oncommunity and commercial service activitiesrelating to the University’ s mission. Theprovision of associate borrower membership tothe community and to particular externalgroups was expanded. The Library alsoprovided Internet training for a number ofprofessional associations. Planning is now wellunderway for the year 2000 IATUL Conference(International Association of TechnologicalUniversity Libraries) which will be held atQUT’ s Gardens Point campus. Promotionalactivities were also expanded, includingconducting several campaigns relating to theINNOPAC Library System, proactiveparticipation in the University’ s Courses andCareers Day, and the development of severalstudent promotional brochures.

In all, in an extremely difficult budgetary year,the Library achieved a significant number ofnew client service initiatives, as well asmaintaining most of its core services despitedeclining salary budgets. This is a tribute to theflexibility and dedication of all UniversityLibrary staff.

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Gaynor AustenDirector – Library Services

LLIBRARY ADVISORY COMMITTEE

The University Library Advisory Committee is established to provide academic and student advice onthe operation of the Library service. It consists of representatives from each of the faculties and fromthe Student Guild.

Members for 1998 were:

Prof Ken Bowman (Chair) Dean of Health

Assoc Prof Tom Cooper Faculty of Education

Prof Malcolm Cope Faculty of Law

Dr Peter Isaacs Faculty of Arts

Mr Colin Anderson Faculty of Business

Dr Mahalinga Iyer Faculty of Built Environment and Engineering

Prof Sean McElwain Faculty of Science

Mr Mike Middleton Faculty of Information Technology

Prof Jim Walter External Member (Griffith University)

Ms Gaynor Austen Director, Library Services

Ms Jan Novak Assoc Director, Library Services (Development)

Ms Carolyn Young Assoc Director, Library Services (Information Resources)

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In 1998, the Library Advisory Committee met ontwo occasions, in May and November. Themajor focus of its discussions was the revision ofthe allocation of the Library resources budgetand the process required for cancellation ofserial subscriptions as a consequence of thereduced buying power of the Library resourcebudget. During the May meeting, theCommittee commented on proposals for theredevelopment of the budget allocationmethodology and discussed the process thatwould be used to determine faculty serialcancellations. During the November meeting,the outcomes of the Library resource allocationredistribution were discussed and it was agreedthat members would participate in any reviewof the success of the new allocation formula. TheCommittee also considered, at its Novembermeeting, the outcomes of the Library’sInformation Literacy Review.

Several members of the Committee also assistedthe Library by providing input to thedevelopment of the new Library system publicaccess module, particularly in relation to theformatting of screens and the informationcontained within these.

EEFFECTIVE USE OF TECHNOLOGY

NEW SYSTEMIn January 1998 QUT signed an agreement withInnovative Interfaces Incorporation for thesupply and installation of a new integratedlibrary system. For the rest of the year,implementation of the INNOPAC system wasthe focus of much of the Library’ s technologydevelopment efforts.

Throughout January and February the librarycompleted the AUSMARC to USMARCconversion on the old integrated library systemutilising the services of the National Library ofAustralia. In February, Colleen Cleary wasseconded from her substantive position asSerials Manager to take on the role of INNOPACImplementation Coordinator. Other staff weredesignated as coordinators in specific areas eg.Cataloguing, OPAC, Lending etc. Theimplementation team worked through theconfiguration and data migration issues and the“Testpac” signoff occurred in June. At this stagethe data migration commenced. Staff trainingand data entry occurred in August and thesystem went live in September.

There are a number of benefits to clients as aresult of the change to the new system. Thecatalogue is now available through a webinterface and there are a range of client self-service functions not previously available. Othernew features include the shelf browse, theability to view the records of items on the shelfsurrounding an identified record. Otherenhancements that are not yet fully exploited,but will become increasingly important, are theability to catalogue and display the table ofcontents of materials and to catalogue Internetresources with an automatic link to thoseresources from within the Library’ s localcatalogue.

As well as improving service to its clients, theimplementation of the new system has resultedin a number of important efficiency savings,allowing the Library to minimise the impact onclients of recent funding cuts. One of the mostsignificant efficiencies arises from the ability tohave the new system directly interface with ourmaterials vendor partner, Blackwell’s. A numberof electronic transfers of information, such asorders and invoices, are already occurringwithin the Technical Services area.

The implementation process is not yet complete.A number of important initiatives are beingundertaken in the first half of 1999. InSemester 1, the Library will change from its

practice of posting physical library notices toemailing notices for all clients, with theexception of external students. In addition, theoperation of the self-check units for borrowing isbeing reviewed with a view to increasing thereliability.

WEB DEVELOPMENTSIn conjunction with Griffith University and theFaculty of Information Technology, the Libraryhas put considerable effort into the developmentof the InfoQuest Subject Based Gateway. TheROADS software was identified as thetechnology to be used to deliver the servicefollowing the Electronic Information ServicesLibrarian’s Professional Development Programtour of relevant sites in the USA. The subjectcategories were allocated to librarians at Griffithand QUT to locate and evaluate resourcesappropriate for tertiary level teaching andresearch. Identification of resources and dataentry continued throughout the year and theservice will be launched officially early in 1999.

The Electronic Information Services Librarian, Sarah Fredline(seated centre), and some members of the InfoQuest Teamfrom QUT Library, Griffith University Library, and the QUTSchool of Information Systems

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In January 1998, the Library World Wide Webserver hardware and software was upgraded.The Library now has a solid technology basis forcontinuing to expand its electronic services.

The options for interacting with the Library viathe Web were extended. Kelvin Grove and LawFaculty external students can now requestmaterial via the WWW. In addition, academicstaff can now enter details of material they wishto have placed in the Electronic ReserveCollection via a World Wide Web form.

The Medline Service was moved from the ERLserver to an OVID server. At the same time theLibrary acquired OVID’ s full text database, theCore Biomedical Collection. In September 1998,the Cinahl Database was also moved to theOVID platform. This database platform is aleader in its field in many respects, and hasallowed the Library to provide state of the arttools to its clients. Examples of this include thedynamic look up and identification of localholdings contained in a search result, which wasimplemented shortly after the INNOPACsystem went live.

The Library has continued to move a number ofprint or CD-ROM subscriptions to a Web baseincluding Australian Standards Online, Inspec,and the Bibliography of Asian Studies.

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OTHER TECHNOLOGYDEVELOPMENTSSignificant effort went into providingappropriate information technology training forLibrary staff. A training needs analysis wasconducted by developing a profile of theinformation technology skills needed for eachlibrary position. Staff could then clearly identifytheir individual training needs by comparisonwith the standard position profile. Training wasthen undertaken through a mixture ofoutsourced and inhouse training.

Equipment upgrades continued throughout theyear. Thirty new staff PCs were installed. Twoof the three training rooms were upgraded toWindows NT. The Law Library’ s PC laboratorywas also upgraded to Windows NT andplanning for an upgrade to the Carseldinelaboratory for early in 1999 began. The trainingroom facilities were further enhanced byinstallation of projectors to handle both VCRand computer screen output.

EEFFECTIVE USE OF STAFFING

OVERVIEWIn 1998, staff numbers continued to decline dueto the need to meet a further reduction to theLibrary’ s budget. Whilst the lower staffinglevels inevitably caused some difficulties forstaff, this was eased to some extent by the abilityof the Technical Services units to absorb somejob losses, due to increased efficiency resultingfrom implementation of the BlackwellsPartnership agreement and introduction of thenew INNOPAC library system. During the yearthere were seven resignations and oneretirement by ongoing staff members,representing a turnover rate of 7% on the staffestablishment of 114 people. This turnover,combined with a number of Voluntary EarlyRetirements late in 1997, meant that the Libraryhas been able to meet all its staff reductions todate through natural attrition, with no need toresort to redundancies. Staff numbers for 1998averaged 197 people, or 146 full-time equivalent(FTE) positions, which represented a drop ofseven FTE positions from the 1997 average.

Salary expenditure from operating accounts was$6 565 770, a decrease of 4.5% from the 1997figure. There was further expenditure of $35 262from income accounts and special grants, whichprovided extra staffing for special projects, clientservice training and surveys.

Library staff were quite active in seekingopportunities for personal and careerdevelopment through external secondments andexchanges. The Library Research andDevelopment Officer secured a one-yearsecondment to Brisbane City Council as SeniorProgram Officer, Information Planning; aMonographs Assistant commenced a one-yearsecondment with Jondaryan Shire Council as alibrarian; and a Document Delivery Assistantarranged an exchange with a staff member at theNational Library of Wales, commencing inJanuary 1999. These placements inevitably led tofurther internal secondment opportunities forother staff within the Library, thus contributingto their development as well. Of course, it isexpected that some benefits, in the form of newideas and enhanced abilities of the staffinvolved, will flow back to the Library fromthese secondments and exchanges.

Enterprise BargainingOne of the major issues affecting staff during theyear was the certification and implementation ofthe 1998–1999 Enterprise Bargaining Agreement.

This agreement is more comprehensive thanprevious QUT EB Agreements, introducing anumber of changes to employment conditionsand, generally, updating and replacing theconditions which were previously found in theUniversity Manual of Policy and Procedures(MOPP) and various industrial awards. Aspectsof the agreement which are most likely toimpact on the Library and its staff include:

Increased flexibility of working hoursresulting from introduction of a four-weeklyworking hours cycle.

Introduction of an optional 48-week year,whereby staff can opt for an extra four weeksunpaid leave during the year.

Restrictions on the use of fixed-term staffappointments (except casual), allowing themonly for specific projects or for replacementof staff on leave and secondments.

Increased periods of notice required forresignation or termination of appointment,according to length of service.

The EB Agreement has been fully implementedwithin the Library, with a number ofinformation sessions having been conducted toexplain the changes to staff and theirsupervisors.

Practical Tests for StaffSelectionFollowing recommendations by the StaffingIssues Committee, the Library incorporated theconcept of using practical work tests into itsrecruitment selection procedures. The intentionis to enhance the capacity of a selection panel toassess the job candidates, beyond that providedby a formal interview. Examples of tests thathave been used so far include instructionalpresentations, computer trouble-shooting, clientservice and wordprocessing/typing. These haveproved to be useful to the selection panels as anaid to their decision making regarding the bestcandidates for the positions.

Performance Planning andReview (PPr)The Library was one of the first organisationalareas in the University to commenceimplementation of the University’ s PPr schemefor general staff. After some initial delays whilstdocumentation was finalised, the Library’s firstround of PPr meetings were scheduled forMarch 1998. The process proceeded with no

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major difficulties, and by early 1999 some staffwill be reviewing their first Performance Planand commencing a new annual cycle.Acceptance of the new scheme within theLibrary seems to be good, probably aided by theLibrary’ s lengthy history of supervisorsconducting regular development and appraisalmeetings with their staff. Permission was soughtfrom and given by the University’ s PersonnelManager for the Library to conduct PPr in groupmode. This was trialed in Serials, and feedbackwas available by the end of the year. It isplanned to continue exploring this approach in1999.

Workforce Planning andAnalysisIn response to a University initiative aimed atproviding “more informed longer-termdecisions about the engagement of staff” ,Library managers undertook a workforceplanning exercise in the latter part of the year.The requirement was for a systematic analysis ofprojected workloads for the next five years,resulting in an informed forecast of staffingrequirements. In actual fact, due to the limitedtime available and the difficulty in predicting,with any certainty, further than two yearsahead, the focus was applied to 1999 and 2000.The exercise provided managers with anopportunity to seriously consider and discusstheir preferred future staffing profile in light ofanticipated changes in client demands, servicesoffered, efficiency gains, the impact of newtechnologies and funding or resourcingconstraints. Whilst not having any immediateeffect on the Library’ s staffing profile, the initialworkforce planning exercise should provide thebasis for further analysis and adjustment to beconducted on an annual basis, leading to bettermatching of the Library’ s staffing resources toits actual staffing needs.

REWARD ANDRECOGNITIONSCHEME1998 saw the introduction of a Reward andRecognition scheme in the Library. Prior to this,no mechanism existed to recognise outstandingstaff performance or achievement other than aformal University initiative, which recognises avery small number of staff. The Libraryconsiders that its staff perform and achieve highstandards of work which deserve more frequentand more immediate recognition than theUniversity’ s formal scheme is capable ofdelivering.

A working party consisting of Alison Davis,Peter Fell, Jane Turnbull and Adrian Venn hadbeen given the task of suggesting mechanismswhereby the library could recognise and rewardstaff achievement. This group developedselection criteria for the scheme suggesting thatit recognise “ ...people and groups whoconsistently perform their duties to a highstandard, while operating as an integral memberof their team. They should consistently practicehigh quality customer service without losingsight of the big picture”. Further, it wassuggested that outstanding staff shoulddemonstrate:

a balance between quality and quantity

a service, rather than a task, focus

a positive attitude to work

adding value

initiative

customer focus

behaviour that supports library values.

The scheme they suggested which wasimplemented includes:

formal awards, including a letter orcertificate suitable for inclusion in a resume

peer awards given to staff members by theircolleagues

celebration of achievements.

The scheme officially began during AustralianLibrary Week in May, during which the Libraryhosted two staff teas on Gardens Point andKelvin Grove campuses. The theme was “wecelebrate our staff” . Staff were formally thankedfor their contributions to the Library and “ justfor fun” awards were given to various sections,linked to some of their achievements. At thistime, staff were encouraged to make use of thepeer awards to thank their colleagues for workwell done. Later in the year, the Library heldURICA wakes to farewell the old Librarysystem, and the INNOPAC launch paid tributeto the hard work and dedication necessary tomake the new system a reality.

The formal awards took place following theLibrary Christmas party at the end of the year.Staff members and awards received were:

Dale Clarke, the Library ManagementCouncil Award for Exceptional Client Service

Barbara Ewers, the Blackwell’s GiraffeAward for Initiative and Innovation

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Stephanie Bradbury, for OutstandingContribution to the Library

Sandra Duffield, for OutstandingContribution to the Library

Barbara Rutherford, for OutstandingContribution to the Library

In-House Training

A total of 129 staff members attended internaltraining provided by QUT:

Workplace Health and Safety:71 staff attended 21 training sessions

Human Resources:28 staff attended 15 training sessions

Computing Services:11 staff attended 9 training sessions

Equity Section:9 staff attended 7 training sessions

Counselling and Health:10 staff attended 4 training sessions.

Two hundred Library staff attended internaltraining provided by the Library on thefollowing topics:

“ Front of House” TrainingHeld for the first time in 1998, this is becom-ing an ongoing program. It functions as partof orientation training for new staff, as wellas bringing returning and continuing staff upto date on new developments in Lending andReference Services.

Computer Training

Five sessions of Windows NT training wereconducted by ACE Training. Eudora andWord training packages were successfullytrialed by the Library Staff DevelopmentOfficer with Law Library staff.

STAFF TRAINING ANDDEVELOPMENTThe Staff Training and Development programfor 1998 was divided into three main areas ofstaff development namely:

Strategic External Representation (staffrepresenting the Library at majorconferences, both in Australia and overseas).Twenty-two staff members attended 15events, three of them overseas.

Local Training (staff attending conferencesand training activities in the Brisbaneregion). Three hundred and fifty-four staffmembers attended 98 training activities.

Consultancies (staff development andtraining by appointed consultants). Forty-fivestaff members attended two events.

The Library’ s training consultancies consisted ofChange Management Training, which wasoffered to the entire Division, and PerformanceCoaching Training. Unfortunately, this was toprove less successful than had been hoped. Arepeat of Hilary Langford’ s “ChangeManagement” seminars, however, provedconsistently popular with attending staff. TheLibrary Staff Development Officer begandeveloping a training program entitled “Copingwith Change” , which will be used tocomplement the “Managing Change” training.

The 1998 recipients of the Staff Outstanding ContributionAwards and the Director, Library Service

The Library’s INNOPAC Implementation Coordinator,Colleen Cleary, and III Australian representative, Mac Horn,conducting the first round of staff training

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Report Back Sessions

Carolyn Young, Judy Peacock and SarahFredline conducted PDP and ConferenceFeedback Seminars.

Lunchtime Seminars

Gayle Stanley of Whittaker MacNaught PtyLtd conducted “Financial Planning” at KelvinGrove, and Clare Forrest of Simply Clare’ sconducted “Dressing for Work” at GardensPoint.

INNOPAC Training

Not surprisingly, the training anddevelopment agenda for September andOctober was dominated by INNOPACtraining activities.

STAFFING ISSUESCOMMITTEEThe Staffing Issues Committee acted as areference group for the review of the StaffPerceptions Survey, with the result thatdiscussions on the survey were to dominatemeetings for several months of the year. Theoutcome was an entirely revamped surveyformat. The Committee identified those topicsthe survey should explore in depth:

Work role

Individual needs, values and motivation

Teamwork

Leadership and management

Communication

Morale and climate

Training and development

Career growth

Performance management

Commitment to service quality

Physical environment

Goals

Technology.

Rob Buzacott convened a working party onUnanticipated Leave, with members ElisabethDolby, Jenny Harper, Dale Clarke and MartinBorchert. The final report was discussed at theDecember meeting of the Committee anddistributed to Library staff for comment andinput.

Mechanisms for promoting unity in the Librarywere considered, and Gillian Harrison and BethJohnston presented recommendations to theLibrary Planning Forum for action.

A Client Focussed Services working group wasestablished to consider ways to help staffrecognise and act on those exceptional situationswhere standard policies and procedures mightbe liberally interpreted in order to ensure goodcustomer focus and service. Members of thegroup, Jan Novak (convener), Ken Hartley, SallyFrench, Lois McMillan and Gillian Harrison, arestill considering lending issues in the firstinstance.

A working party on Attitudes and Behaviourdeveloped a checklist to be used during the PPrprocess to assist supervisors to give feedback tostaff in these critical areas. The members soughtinput from many sources, including GretaDabrowski of Human Resources. A drafttemplate was discussed at the Decembermeeting of the Committee and then circulated tostaff for consideration and comment.

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ClientCharter

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Library

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InformationServices

CCLIENT FOCUS

CLIENT CHARTERIn keeping with the continued QUT emphasisupon the student as client, and out of a desire toinform Library users about the nature of ourservices, the Library published its ‘ClientCharter’, a first for any section of the University.The Charter has four major sections:

an outline of services, including targets, theLibrary aims to meet

selected Library goals and activities, andways our clients can help to ensure these areeffective

ways the users can help the Library toimprove its services

descriptions of lifelong learning andinformation literacy, critical to contemporarysociety.

Throughout the Client Charter, a partnershipapproach has been taken to emphasise the wayin which the clients and the Library can worktogether to the benefit of both. For example, inthe section, “Working Together: Clients and theLibrary as a Team” , the Library undertakes toprovide Library Impact Statements whenrequired for new course approval. In return itasks academic staff to provide at least threeweeks notice in order that it can be properlyprepared without delaying the accreditationprocess. In terms of service improvement, thereare a number of suggestions for ways our clientscan provide feedback to the Library andinfluence service development.

The creation and publication of the “ClientCharter” was particularly relevant as theUniversity moves to operational performancetargets and performance based budgeting. TheLibrary has monitored its performance inaccordance with specified targets for severalyears, but the publication of the Charter signalsa move to open accountability within theUniversity community. Responses to the Charterhave been consistently positive, and it is hopedthat it will help to inform client expectations forLibrary services.

UNDERGRADUATEFOCUSWith 78% of students falling into theundergraduate category, they are clearly a corebusiness for the University and the Library. In1998, the Library formally acknowledged thesignificance of this cohort with the creation ofthe role of Coordinator, Undergraduate Services.The principal focus of the role is thecoordination of the quality of service providedto ensure the needs of these students are met.Gardens Point Branch Library Manager, RobynSmith, took on the role.

An initial strategy was to increase thecoordinator’ s involvement in relevant activitieswithin the University. Examples weremembership of the new Student ServicesSupport Group, chairing the University’sOrientation Committee and membership of a

The Library’s “Client Charter” signals a move to openaccountability within the University

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working party managing a university-widesurvey of all undergraduate students. Theselinks have also enhanced the role of the Libraryin key processes related to student service.

In late 1998, the Undergraduate ServicesCoordinator on behalf of the Division ofInformation and Academic Services, of whichthe Library is a department, managed anUndergraduate Focus Group survey project. Theoutcomes of this survey will form the basis offuture service developments.

In July, the coordinator attended a majorconference on the first-year experience and thisprovided valuable information on issues to linkin with Library operations.

Future work will focus on the development ofbest practice guidelines for service toundergraduates, the development of policies toenhance access to high use material andinvestigation of ways to improve the Library’ sresponse to the provision of reading listmaterial.

FLEXIBLE DELIVERYDevelopment of flexible delivery options, whichincludes external and off-campus studies, isgrowing at QUT, with all faculties makingtentative starts in 1998. The emphasis has beento provide students with greater options forcourse access in respect of time and place.

The Library was active in collaborating with theacademic community in developing flexibleoptions. Jenny McCarthy, Branch LibraryManager at Kelvin Grove, took on the role of theLibrary’ s Flexible Delivery Coordinator, to focusthe many Library services that support flexiblecourse delivery and to monitor new initiatives.Activity was focussed in the following areas.

Electronic Information AccessDelivery of electronic library services via theLibrary’ s web page continued to expand,providing students with 24-hour access to thelibrary catalogue; information on libraryservices; databases, including a growing numberof full text services; electronic journals; theElectronic Reserve and online informationliteracy programs.

Service via the External Library Services webpages improved services and access to off-campus students. Web forms allow externalstudents to request loans, photocopies of knownjournal articles and subject searches online. Webinformation sheets provide assistance on libraryservices, Internet and research topics; and an

electronic discussion group for external studentswas established by the Library.

Information LiteracyParticular attention was paid this year toproviding information literacy programs toexternal students. Early in second semester, oncampus classes were held for external studentswho could come to Kelvin Grove. Classes wereheld on a Friday night and a Saturday afternoonand were well attended.

Divisional Liaison TeamsIn 1998, faculty liaison teams comprising stafffrom the Library, Computing Services andTeaching and Learning Support Services wereformed to support academics in a morecoordinated and informed way, particularly inrespect of flexible delivery initiatives. This hasbeen a successful initiative on the part of theDivision, with staff getting to know each otherand the work of other departments in theDivision and raising the Division’ s profile in thefaculties.

Library staff were presenters in a two-day staffdevelopment program for new academicsfocussing on how the Division supports flexibledelivery initiatives. The Division is alsorepresented on all Faculty Academic Boards andTeaching and Learning Committees.

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The Faculty of Business Divisional Liaison Team held a tradefair to showcase services to academic staff. (It was held on StPatrick’s Day, hence the imaginative name tags.)

Online Course DevelopmentThe Library was been active in identifyingopportunities to work with academics indevelopment of online courses. Involvementresulted in the development of Unit ResourcePages, which contain references and links to unitspecific resources as well as broader subjectresources. Work will continue to standardisethis format for further applications.

The Library was involved in the TECHLITproject which was funded via a QUT Teachingand Learning Grant. The project aims to developa range of resources for academics to use tofoster development of technology literacy skillsin students.

Staff DevelopmentA full day of the Library’ s annual planningretreat was devoted to consideration of theimplications of flexible delivery for the Libraryand what services the Library already offered, orcould develop, to support flexible delivery.

Further work on insuring library staff arefamiliar with the concepts of flexible deliveryand potential services will continue in 1999.

INFORMATIONLITERACY PROGRAMThe Library has an extensive InformationLiteracy Program, which targets the needs ofboth internal and external client groups. Thesuite of programs offered ranges from informalinstruction available for clients via the Library’ sInformation Desks through to IFN001, anaccredited unit provided as part of theAdvanced Information Retrieval Skills (AIRS)program undertaken by postgraduate studentsand researchers. The Information LiteracyProgram incorporates a combination of formalteaching, training and instruction offered asindependent classes and workshops, orintegrated into existing faculty courses or units.

The resignation of the Information LiteracyLibrarian early in 1998 provided the impetus fora review of the Library’ s Information LiteracyProgram, conducted by a consultant from theUniversity of South Australia specialising ininformation literacy trends, issues andprinciples.

The fundamental thrust of the review was anemphasis upon a strategic approach for theLibrary relating to the broader informationliteracy agenda for the University. The reviewrecommended that:

the essential aim of the Library’ s program bethe promotion of Information Literacy as akey competency for lifelong learning,fundamental to the teaching, learning andresearch focus of the QUT community;

information literacy be clearly defined toenable a shared understanding of theconcepts throughout the QUT community;

models for evaluating information literacyinitiatives in terms of students’ learningoutcomes, curriculum structure andassessment be promulgated throughout theUniversity;

as part of a university-wide informationliteracy initiative, stakeholders responsiblefor fostering information literacy beidentified, and collaborative partnerships bedeveloped to facilitate information literacycurriculum development and teachingstrategies.

The Review also identified a clear need tostrengthen the leadership for the InformationLiteracy Program in order to provide cleardirections and a defined focus for futureinitiatives by:

reclassifying the previous position ofInformation Literacy Librarian to a higherlevel as Information Literacy Coordinator tosupport a greater strategic approach toraising the profile of the Library’sinformation literacy programs and initiatives;

placing a strong emphasis upon involvementwith training, staff development andmentoring both within the Library and forthe QUT community;

ensuring senior Library staff are positionedas advocates of information literacy withinthe University.

Recommendations also referred to theprogram’s goals, policies, communication andevaluation mechanisms and future directions.

In the absence of an Information LiteracyCoordinator, several processes were instigatedto ensure continuity of program developmentand delivery. The Information Services Sub-Committee (ISSC) undertook much of theresponsibility for maintaining informationliteracy services, such as the organisation anddelivery of the Net.train Internet trainingprogram and a schedule of training events tosupport the implementation of the new Librarysystem. Coordination, development anddissemination of the Library’ s informationliteracy publications was undertaken by thePublications Working Party responsible to ISSC.

14

During 1998, the Library offered a range ofprograms to QUT students and staff. AIRS, bothin Service Mode and as IFN001, providedextensive support to over 300 postgraduatestudents from all faculties across the University.As part of an ongoing review, the Library alsoundertook the redesign of the Library ‘s Internettraining program, Net.train. This redevelopmentwas coordinated by the Planning andCourseware Groups, both auxiliary workingteams of ISSC, in collaboration with ComputingServices. Net.train was offered in both semestersin its new format to a range of staff andpostgraduate students across all campuses.

Many information literacy programs weredelivered within faculty courses and core units.Typically these programs were developed incollaboration with faculty teaching staff anddelivered by the Library’ s Reference Librariansthroughout each semester. A selection of theseprograms also incorporated credit-bearingassessment for each unit, such as ITB105(Faculty of Information Technology), BNB005(Bachelor of Engineering) and HUB723 (Schoolof Humanities). Within the Faculty of Law, theReference Librarians developed and deliveredjoint seminars over a period of eight weeks withFaculty staff in Advanced Research and LegalReasoning (LLB434) which required problem-based research planning and formal writtenassessment.

In addition to the core programs delivered bythe Reference Librarians, a range of informationliteracy programs was tailored to support theneeds of specific groups and Universityinitiatives such as international students,Q-Step, Uni-Taste, NEXUS and AusAID. TheLibrary was successful in obtaining a UniversityEquity Grant to pilot the Head Start program forQ-Step students. Head Start providedinstruction in critical information andtechnological literacy skills to first-year studentsidentified as requiring extra support.

INNOPACIMPLEMENTATIONThroughout the year, many staff members inBranch User Services were involved in theimplementation of the new INNOPAC system.The Deputy Law Library Manager, SandraDuffield, was appointed to coordinate thedevelopment and implementation of the publicaccess catalogue and web-based catalogue.Following extensive consultation with referencestaff, academic staff provided invaluablefeedback on the “TestPAC” features and the webinterface. This continued the Library’s policy

throughout the selection and implementation ofthe new system of actively seeking clientcomment on the public access catalogue.

The Information Services Sub-committeecoordinated the production of extensiveinformation sheets on using various features ofthe new catalogue and WebPAC. Working withthe Deputy Law Library Manager, they alsocoordinated the development and delivery ofthe staff training program.

The Library’s Head Start program provided training ininformation literacy and technological skills for Q-Stepstudents

15

During selection and implementation of the INNOPACsystem, academic staff provided invaluable feedback on thefunctionality and user friendliness of the catalogue

LENDING SERVICESLending Services consists of three functionalservice units comprising loans, shelving anddocument delivery services at each BranchLibrary.

While takeaway loans increased a modest 2.2%over 1997, there were significant trends indocument delivery with material lent to otherinstitutions down by 5% and QUT interlibraryloan borrowing and commercial documentsupply up by 9.6%. The trends in documentdelivery can be attributed to a number of factorsincluding the change in direction of manyinstitutions towards access rather thanownership of material; greater ease of access to awide range of electronic databases, librarycatalogues and bibliographic information via theWorld Wide Web; and more improved and costeffective competitive commercial documentsupply.

The major developmental focus of LendingServices in 1998 was the implementation of theINNOPAC circulation module and themigration of patron data. The numerous optionsavailable with INNOPAC mean that the Libraryis well placed in the future to offer a moreresponsive, progressive and equitable service topatrons.

The new system features a number of self-service functions available to any patron withInternet access. The features include borrowingmaterial via the patron self check-out units;renewing material on loan; placing andcancelling a request to hold (reserve) material;viewing their own borrowing record showingmaterial on loan, holds, fines and demerits. APersonal Identification Number is created byeach patron to ensure security of access to theirrecord.

The Electronic Reserve service was extended tothe Faculties of Science and Law at GardensPoint and the Faculty of Education and Schoolof Justice Studies at Kelvin Grove. This serviceoffers greater flexibility for students to accessand download documents remotely rather thanaccessing documents only in the Library’sCounter Reserve Collection. The service iscurrently restricted to non copyright material,with a decision regarding the use of electroniccopyrighted documents awaiting a judgementfrom the Copyright Tribunal on a case betweenthe Australian Vice-Chancellor’s Committee andthe Copyright Agency Limited. Librarian SelinaKeogh coordinated the expansion of theElectronic Reserve services and presented aseries of information sessions for academics topromote the service. She also undertook areview of the service and a number of significantrecommendations for improvement are to beacted upon in 1999.

A stocktake of 313,000 items at Kelvin Grovewas undertaken at the end of the year. Theoutcome indicated a small loss rate of 0.7 % perannum since the previous stocktake in 1995.

16

IINFORMATION RESOURCEMANAGEMENT

BudgetIn 1998 the Library Resource Allocation was$5,202,500. This was allocated as follows:Allocation for shared costs $ 268,500Faculties’ share $3,165,253Library’ s share for general purchases $1,055,084Research Centre collections $ 379,356Faculty of Law Establishment $ 163,597Faculty of Arts Establishment $ 170,710TOTAL $5,202,500

While the level of Library Resource Allocationfunding has remained static since 1996, itspurchasing power has been seriously eroded bya combination of inflation in publishing costsand an estimated 25% drop in the value of theAustralian dollar since 1996. The drastic fall inthe value of the Australian dollar throughout1998, as a result of the Asian economic crisis, ledto a blowout in the costs of serials for theLibrary. This emergency was dealt with in twoways. Firstly, the Library cancelled serials to thenett value of $414,000. Secondly, the Universityprovided supplementary funds of $440,000, and,in addition, the Faculty of Law provided Facultyfunds to the value of $100,000 to stave offfurther serial cancellations.

Library Resources Plan1998-2002As a result of concurrent work on the Access/Ownership serials strategy, the Library was wellplaced to advise the Faculties of BuiltEnvironment and Engineering, Business andHealth on print serials to cancel because of serialcost rises. Least used serials readily available ondocument delivery and those available in fulltext electronic format were favoured forcancellation. The Library’s expenditure onelectronic resources and document delivery nowaccounts for 18.76% of its total expenditure onprint serials, electronic resources and documentdelivery.

Working Party on the LibraryResource AllocationThe Vice-Chancellor established a WorkingParty to review the distribution of the LibraryResource Allocation in the light of serials priceincreases, exchange rate fluctuations, electronicpublishing trends and the need to provideadequate information resources for courseworkand research. The Working Party comprised IanHawke, Corporate Reviews Manager

(Convener); Dr. Lawrence Stedman, PrincipalPolicy Adviser to the Deputy Vice-Chairman;Professor Graeme George, Acting Dean ofScience; Professor Ken Bowman, Dean of Health;Gaynor Austen, Director of Library Services;and Carolyn Young, Associate Director LibraryServices. The Vice-Chancellor’ s AdvisoryCommittee accepted the Working Party’s reportlate in 1998 and its recommendations will beimplemented in the 1999 budget.

The focus of the recommendation was onmeeting the needs of the University’s two mainclient groups – coursework students and theresearch/scholarly community. There will be aseparate allocation for:

coursework materials for undergraduatesand postgraduates

research resources and information

central cross faculty and electronic producttrials

central reference materials

shared freight and handling costs.

Approximately 50% of the total funding will beassigned to the Course Work Allocation and willbe distributed on a branch library basis topurchase books, serials, and electronic resourcesto service the information needs of thecoursework students.

There will no longer be specific allocations forUniversity Research Centres and Key Centresfor library collection purchases. The faculty willdecide on how to meet those needs within itsLRA Research allocation. The research allocationcan be used for a combination of books, printand electronic serials and document delivery.

Reengineering the selectionprocess and technical servicesThe partnership between Blackwell’ s and theLibrary signed in late 1997, was implementedduring 1998. About 60% of the current serialssubscriptions were assigned to Blackwell’ s andduring the first part of the year, new serialissues from Blackwell’ s were received shelfready as part of the consolidation service. Whilethere were some initial problems, these settledfairly quickly.

About 80% of the books come from Blackwell’ s,shelf ready except for call number, which mustbe assigned by the Library. The interfacesbetween Blackwell’ s and the Library’ s new

17

INNOPAC system will largely be effected in1999, although the Blackwell’s major serialsinvoice was processed electronically for the firsttime in November 1998. Staff savings intechnical services were achieved from thereengineering process, enabling the Library as awhole to meet the cuts to its staffing budget in1998. Reference staff prepared subject selectionprofiles on Blackwell’ s Collection Manager as aprecursor to using Collection Manager forselection in 1999. With the implementation ofthe interfaces, and Collection Manager, thereeingineering process will come fully onstream in 1999.

Collection WeedThe Library staff undertook an extensive weedof the collections at Gardens Point and KelvinGrove libraries in 1998 to remove outdated anddamaged books. About 9000 monographvolumes at Gardens Point and 30,000 volumes atKelvin Grove were deselected and discarded.

The Selby Resource Collectionon Sustainable DevelopmentAs part of the Faculty of Built Environment andEngineering’s initiative to develop project-basedlearning across the Faculty in the area ofsustainable development, the Faculty madefunds available to establish the Selby ResourceCollection. The collection focuses on theresources needed for the evaluation of the social,economic, technological and environmentalimpact of development, particularly in South-eastern Queensland. It consists of print andelectronic resources including electronicmapping products. Reference Librarians,Jocelyne Poirier, Judith Matthews and PatriceMeixsell-Draper worked closely with academics,Dr Abdallah Shanableh and Dr BhishnaBajracharya.

COUNTER DISASTERPLANNINGThe Counter Disaster Sub-committee has therole within QUT Library of planning,developing and maintaining the disasterrecovery procedures and resources. The CounterDisaster Sub-committee reports directly to theLibrary Management Council.

In 1998, copies of the Disaster Recovery Manualwere distributed to all branches of QUT Libraryand manual procedures have been put toeffective use on several occasions, in therecovery of minor disasters such as stormdamage and water leaks. Work has beencompleted on the Guidelines for Decisions onRecovery of Material Following a Disaster.Guidelines now include non-print material andthe Sub-committee is considering thepublication of an article about the Guidelines,due to their apparent unique nature andcontent.

Building audits were revised for Gardens PointLibrary and the Law Library.

The Sub-committee developed a staff orientationprogram in disaster recovery. The programincludes a general orientation to disasterrecovery for all Library staff, to alert them to theexistence of the Disaster Recovery Manual andto their responsibilities and immediate actions inthe event of a disaster. This orientation sessionwill then be followed by more detailed trainingfor the volunteers trained in disaster recovery.

Sub-committee members, Robyn Tweedale andGillian Harrison, co-presented a paper at thestate conference of the ACLIS/ALIA SpecialInterest Group on Preservation of LibraryMaterials. The paper, which discussed the issuesinvolved in creating a disaster plan, was verywell received and generated considerablediscussion and comment. Since the conference,the Sub-committee Chairperson has beencontacted on numerous occasions for advice andinput into the development of disaster plans atother libraries in Queensland and New SouthWales. The general procedures contained in theDisaster Recovery Manual have also beenshared with several other institutions to assist inthe development of their own plans.

Dr Abdallah Shanableh and Dr Bhishna Bajracharya andReference Librarians Patrice Meixsell-Draper, JudithMatthews and Jocelyne Poirier at the launch of the SelbyCollection

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BIBLIOGRAPHICSERVICES

Conversion to USMARCThe conversion of the database from AUSMARCto USMARC was completed successfully in theURiCA system prior to the introduction ofINNOPAC. The cataloguers worked with stafffrom the Systems Group to test and monitor theprocess.

Implementation of INNOPACThe work of the section requires the use of twoof the more complex modules of the INNOPACsystem: acquisitions and cataloguing. Followingan intensive training program in August, staffmade the change to the new system withrelative ease. Cooperative problem solving andan enthusiastic approach combined to enable arapid and relatively trouble-free transition.

A significant contribution to the implementationof INNOPAC was made by Graham Dawson,Cataloguer, who was responsible for theimplementation of the cataloguing module andthe profiling of the bibliographic database priorto the database load. He also made a valuablecontribution to the establishment of parametersfor the online catalogue. The other cataloguersalso made very worthwhile contributions to themigration process.

Ann Huthwaite, Bibliographic ServicesManager, was responsible for theimplementation of the acquisitions module andplanning for the transfer of acquisitions datafrom URiCA.

Improvements in a number of areas haveoccurred already. These include:

instantaneous downloading of cataloguerecords from ABN

expanded sources of copy cataloguing(eg. OCLC)

faster processing of newly received material

improved reporting and updatingmechanisms.

Acquisition of monographsAs a result of the steep rise in serials costs, therewas a significant reduction in the total numbersof monographs purchased. As serials claimed agreater proportion of each Faculty’ s allocation,fewer funds were available for monographs.Monographs expenditure was down $560,000from 1997. This equates to over 9,000 fewermonograph volumes purchased or a 25%reduction in 1998.

Partnership with Blackwell’sAnn Huthwaite was appointed as thePartnership Manager for the Blackwell’s/QUTLibrary partnership, and in this role became theprincipal point of contact for partnershipmatters.

There was close cooperation betweenBlackwell’ s and the Library throughout the yearto implement the next stages of the partnership.Significant improvements in the efficiency ofmonographs processing are expected followingthe establishment of the interface betweenINNOPAC and Blackwell’ s Collection Managerin early 1999.

Two formal meetings to review progress withthe partnership were held during the year. Thefirst was held at QUT in May, and the second, atthe Blackwell’ s office in Oxford in November.Ann Huthwaite was able to combine visits to theBlackwell’ s operations in New Jersey, Oregon,and Oxford with professional commitments inthe United States and England.

Relationship with ABN/KineticaQUT’ s future relationship with ABN/Kineticahas been under scrutiny due to theimplementation of INNOPAC and anticipatednew workflows following the setting up of theinterface with Blackwell’s Collection Manager.Discussions were held within the section onpreferred workflows, and recommendationswere made to the Associate University Librarian(Information Resources) prior to her attendanceat a workshop in Melbourne in July on thefuture of the national bibliographic database.QUT’ s policy on Kinetica will be finalised inearly 1999.

SERIALS

Information ResourceManagementConsolidated receipt of approximately 60% ofQUT’ s serial subscriptions from Blackwell’sOxford, New Jersey and Sydney wasimplemented and processes for performancemonitoring and reporting to Blackwell’ s wereestablished. Subscriptions expected to besupplied by Blackwell’ s but not yet active wereidentified and referred to Blackwell’ s for action.

A total of $19,658 in new print subscriptions and$137,988 in electronic product subscriptionswere ordered, in place of $586,397 incancellations. Expenditure on electronic productsubscriptions as a percentage of total serialsexpenditure was 20% in 1998, somewhat lessthan the 24% reached in 1997.

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Due to the INNOPAC implementation theaverage throughput time for accessioning ofissues to the shelves decreased for the lastquarter of 1998 but remained within acceptablelimits.

The number of serial volumes bound in 1998was 4% less than 1996 levels because the budgetfor binding has reduced while per volume costshave risen.

StaffingEfficiency gains and reduced serial processingworkloads flowed from implementation of theBlackwell’ s partnership, particularly serialsconsolidation, in combination with INNOPACfunctions such as electronic invoicing.Consequently, at the end of 1998 the staffinglevel in Serials had reduced by 32% from July1997 levels.

Number of Serials Issues Accessioned – Year End Comparison

92848 80552

53079

24571

0

20000

40000

60000

80000

100000

1996 1997 1998

Consolidated

Direct

No

of A

cces

sion

s

Number of Volumes Bound – Year End Comparison

7609

8331

7325

6800

7000

7200

7400

7600

7800

8000

8200

8400

8600

1996 1997 1998

Vol

umes

TechnologyAll aspects of the serials control functions ofINNOPAC were fully implemented. Thisincluded completion of a data entry project tocreate check-in cards, and implementation ofelectronic invoicing with Blackwell’ s, as well asclaiming and binding control functions.

With the implementation of INNOPAC theLibrary’ s clients can now view details of serialissues received and volumes away from theshelves at binding in the library catalogue.

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OORGANISATIONAL STRUCTUREAND MANAGEMENT

LIBRARY RESEARCHAND DEVELOPMENTSince 1994, the Library has adopted a TotalQuality Management philosophy that continuesto underpin much of its research anddevelopment.

The role of the Library’ s research anddevelopment is to undertake systematic researchand program development that will contributeto better-informed decision making andimproved, innovative services. The Library aimsto foster a research orientation amongst its staff,and promote their professional developmentthrough the practice of research.

In 1998, the Research and Development Officerundertook a secondment to the Brisbane CityCouncil as a Senior Program Officer in theCommunity Information Unit.

Performance MeasurementThe Library monitors performance by using acombination of CAUL performance indicators,developed for use by University and CollegeLibraries Australia-wide, and performanceindicators which have been developed in-house.The CAUL indicators used by QUT Library arefor document delivery and materialsavailability.

The Materials Availability Indicator is a measureof the adequacy and accessibility of thecollection. The method used involves askingpeople in the Library to record what they werelooking for and whether they found it. A surveywas first conducted at Gardens Point campus insecond semester 1995. It was repeated in secondsemester 1996 at Gardens Point, Kelvin Groveand Carseldine. In 1997 surveys were conductedat Gardens Point, for the third year in a row; andat Kelvin Grove for the second year in a row.Carseldine had its second survey in 1998.Unfortunately the survey attracted a poorresponse rate of 33.8%. The reasons for the lowresponse rate will be investigated in 1999 whenthe results of the survey are compiled.

Reference service is one of the most difficultareas of performance measurement. Work on theimplementation of performance indicatorscontinued in 1998 with some refinement ofindicators and the establishment of practices toensure measurement is a regular part ofReference procedures. Some of the regularmeasurements recorded for reference include:

the amount and type of contacts betweenliaison librarians and their clients

the amount and type of participation byliaison librarians in faculty forum

the percentage of material on reading liststhat is held in the Library.

Performance is also measured in the areas ofuser education and the use of electronicresources. However, although data wascollected in user education in 1998, the absenceof an Information Literacy Coordinator meant itwas not collated.

As the first area of the Library to implementperformance indicators in 1994, LendingServices has had the benefit of several years inwhich to develop and further refine theirindicators. 1998 saw Lending Services giveconsideration to how the new system could beused for measuring performance.

1998 also saw the Technical Services area of theLibrary continue to monitor performance.Although the throughput time for accessioningof issues to the shelves increased in the lastquarter, Serials met its throughput targets forthe entire year.

Serials Accessioning Average Turnaround Time

00.5

11.5

22.5

33.5

4

1st Quarter 2nd Quarter 3rd Quarter 4th Quarter

19971998

Ave

rage

No

of D

ays

Client Satisfaction MeasuresIn semester 2, 1998, the Library, on behalf of theDivision of Information and Academic Services,coordinated a survey of undergraduate studentsto determine their views on services offered bythe Division. Data was gathered in 16 focusgroups from 170 students across all campuses.

The findings indicated that undergraduatestudents have three key needs to be addressedin service provision:

consistent experience of supportive face-to-face and virtual relationships

21

becoming informed and competent learners

easy and timely access to quality resourcesand services.

Students’ views on Library services included:

considerable praise for Library staff and theirhelpfulness

enthusiasm for orientation services andcourses provided by the Library

appreciation of the Intercampus Loan Service

appreciation of the electronic reserve service

appreciation of the opening hours provided.

The Library and other parts of the Division areconsidering the findings in detail and willdevelop strategies to improve service furtherbased on this valuable student input.

Library Staff PerceptionsSurveyIn October 1998, a Staff Perceptions survey wasissued to all Library staff. Surveys have beenissued previously in 1995 and 1996. The 1998questionnaire was completely revised. TheResearch and Development Officer devotedmuch of her time throughout the year toresearching staff perception survey design andassociated issues. The Library’s Staffing IssuesCommittee played a critical role in assisting theResearch and Development Officer with therevision by acting as a reference group andsounding board for ideas.

The impetus for the revision came from theperception that the existing instrument did notadequately go into depth in areas identified asimportant concerns of staff and management.The new survey was designed to cover a narrowrange of issues but in more depth. Sources of jobsatisfaction and what staff felt was needed toimprove client service were two of the areascovered by the survey. The results are still beinganalysed.

Library StatisticsThe general library statistics are a starting pointfor much of our performance measurement.There were no significant changes to theLibrary’ s statistical recording in 1998. A reviewof the Library’ s statistics is planned for 1999when the new library system is operational. Thenew library system offers enhanced statisticalinformation through a greater range of reportswith more flexibility.

DIRECT CLIENTCONTACTDuring the year, the Director of Library Servicesinitiated a proposal to increase the amount ofdirect client contact for library staff. Thisproposal was discussed and agreed to by theLibrary Planning Forum. Under the proposal, alllibrary staff (with the exception of a fewspecialist positions) will have direct clientcontact with library users. Previously, directclient contact was restricted to members of userservices staff working at Information and LoansDesks, and to qualified professional librariansand library technicians from other sections ofthe library who assisted at the Information Desk.

Under the new proposal, to be introduced in1999, staff of Technical Services and LibrarySecretariat will be involved in regular work atLoans Desks, Information Desks or in theLibrary’ s Information Literacy Program, asappropriate. This will include regularfamiliarisation visits to Loans and InformationDesks by the Director of Library Services andthe Associate Directors. Systems Group staff willprovide assistance to students in the Library’spublic access database facilities at the start ofeach semester.

The new program is scheduled for introductionat the beginning of Semester 1, 1999. Extensivestaff training has been planned and the programwill be evaluated at the end of 1999.

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EEXTERNAL FOCUS

COMMUNITY SERVICEThe Library’s community service programsupports the University’ s service goals by:

returning the benefits of resources and staffskills to the community

developing links with the community

raising the profile of the Library and theUniversity within the broader community.

In 1998, the Library provided a variety ofcommunity service programs directly tomembers of the community, as well as indirectlythrough involvement in school and facultybased community service offerings. In addition,staff were active in contributing to the libraryand information services profession throughparticipation in professional organisations,presentation of papers and publication.

Library Membership (Associateand Reciprocal)Associate library membership continued to be apopular and useful service to the community.Although the library increased membership feesin 1998, the level of membership has remainedthe same as in previous years, with over 490individual and corporate associate members onrecord during the year. A large percentage of thememberships continue to come from bulkregistration of students of private trainingproviders, such as business colleges, who areneeding access to a wider resource base tosupport the associate diploma and diplomacourses they now offer.

In semester two, the first students were enrolledunder the agreement to provide special associatemembership to the Central QueenslandUniversity’ s Brisbane International Campus.Membership numbers have risen steadily andthe cooperation and communication betweenthe CQU Librarian and Gardens Point LendingServices staff have ensured a trouble freeimplementation of the service.

The Library also participated in the Australia-wide Reciprocal Borrower scheme and providedfree membership to students studying externallywith participating universities across Australia.In 1998, over 3,700 students were enrolled underthis scheme.

IREL: The Australian IndustrialRelations DatabaseThe IREL database continued to grow andprovide a unique contribution to Australianliterature in the area of employee relations andwork place reform. In July, with the NationalLibrary’ s decision to no longer host OZLINE,RMIT Publishing launched its new Internetbased network service and took on IREL andother OZLINE databases. IREL is now availableon the CD-ROM, Business Australia on Disc, andonline from RMIT Publishing.

Fieldwork and WorkExperience PlacementsThe Library provided fieldwork and workexperience placements to 13 students during theyear, the equivalent of over one thousand hoursof practical training.

Library Instruction andTraining CoursesThe Library provided tours, library instructionand Internet training to over 450 members of thecommunity including school and businesscollege students and members of professionalorganisations. The Gardens Point referencesection was heavily involved in the NEXUSprogram and the Tertiary Initiatives for Peoplewith Disabilities program, UNI-TASTE.Information sessions were also conducted formembers of the Institution of Surveyors,Australia (Queensland Division), the Society ofManufacturing Engineers, the Lady GowrieChild Care Centre and the Concrete Institute ofAustralia.

Internet training courses were again in demandthis year. Ken Scott, Engineering ReferenceLibrarian, continued the successful partnershipwith the Royal Australian Planning Institute andconducted a series of five Internet trainingcourses for its members. The Law LibraryManager, Cathy Crawford, and ReferenceLibrarian, Susan Carter, conducted a two-daycourse on legal research using electronic sourcesand the Internet for the Legal Unit of theDepartment of Natural Resources. They alsotaught the legal research modules of the BarPractice Course, conducted by the QueenslandBar Practice Association. Susan Carter alsodelivered a series of short Internet workshopsfor the firm Dunhill, Madden and Butler. Theworkshops were conducted in-house over twodays to allow staff to drop in to any sessions ofinterest and proved very successful.

23

The Library Staff Training Officer, AnneLawrence, conducted the Library’s customerservice training package, Customer Service: Youas the Key, for staff at the Sunshine CoastUniversity Library. This training program,which forms the basis of the Library’ s verysuccessful client services culture, proved veryadaptable to other institutions.

Faculty and School BasedActivitiesThe Library also provided services indirectly tothe community through the involvement of staffmembers in faculty and school based activities.In particular, school liaison librarians wereincreasingly asked to provide informationliteracy, research and Internet training withincontinuing education and commercial trainingcourses.

While the Library welcomes the opportunity towork with academics on these projects, there issome concern about their impact. The Library isnot resourced to provide this support andimpact on staffing can be significant, especiallyfor courses held outside normal business hours.In addition, the Library is not receivingrecognition and reward for its efforts within thewider university community. Strategies toaddress these concerns while continuing tostrengthen our ties with the faculties will beconsidered in 1999.

Expert Information ServicesThe Library’ s commercial research, documentdelivery and consultancy unit, ExpertInformation Services, continued to provide auseful service to business and industry andenjoyed a steady flow of requests. With over23% of requests coming from repeat customers,there is obviously a high degree of clientsatisfaction with the services. However, overallgrowth is low due to lack of marketing. The LawLibrary began offering a document deliveryservice in semester two.

Cooperative Projects andPartnershipsWhile the Library maintained its activeparticipation in such on-going cooperativeprojects as the Reciprocal Loan scheme withGriffith University and its membership ofQULOC, the Queensland University LibrariesOffice of Cooperation, its also undertook severalnew initiatives.

In collaboration with Griffith University Library,the Library continued development ofInfoQuest; a local web-based subject gateway toboth Internet and library resources.

QUT, with the Library, is one of thecollaborating institutions of the AustralianVirtual Engineering Library (AVEL) Project, acollaborative project between a number oftertiary institutions, their libraries andengineering industry affiliates to produce a webbased gateway to quality networked researchresources in engineering. The project’s leadinstitution is the University of Queensland andother collaborating institutions includeUniversity of New South Wales, University ofMelbourne, Distributed Systems TechnologyCentre, Monash University and the Centre forMining Technology and Equipment. The projecthas been successful in its application for anAustralian Research Council ResearchInfrastructure, Equipment and Facilities Grant.Engineering Librarian, Ken Scott, is theLibrary’ s representative.

The Library’ s bid to host the 21st AnnualConference of the International Association ofTechnological University Libraries wassuccessful. The conference will be held at QUTGardens Point campus in July 2000.

Contribution to the ProfessionLibrary staff are encouraged to activelyparticipate in the library and informationservices profession by involvement inprofessional associations and by presentingpapers and contributing publications to theprofessional literature.

In 1998, several members of staff held office innational and international association, namely

Gaynor Austen, DirectorMember of the Board of DirectorsInternational Association of TechnologicalUniversity Libraries

Vice-PresidentCouncil of Australian University Librarians

Carolyn Young, Associate Director(Information Resources)PresidentQueensland BranchAustralian Council of Library andInformation Services/Australian LibraryInformation Association

Jenny McCarthy, Kelvin Grove BranchLibrary ManagerMember of the National Board of EducationAustralian Library and InformationAssociation

24

Ann Huthwaite, Manager, BibliographicServicesAustralian RepresentativeJoint Steering Committee for the Revision ofAnglo American Cataloguing Rules

A list of all staff members’ contributions iscontained in Appendices 4 and 5.

AIMA TrainingThe Associate Director (Information Resources),Carolyn Young, continued as a trainer for AIMATraining and Consultancy which providesmanagement training for librarians and librarytechnicians. This year, Carolyn conducted thetwo-day AIMA Library Technicians course andthe three-day AIMA 100 Management course.

ABN TrainingBecause of the expected introduction of theNational Library’ s new automated system, ABNtraining was minimal with only one BasicInquiry course conducted for the AustralianTaxation Office Library. QUT Library decided tocontinue as Designated Trainers for the NationalLibrary. Reference Librarian, Lynn Evans, andDocument Delivery Supervisor, Selina Keogh,were accepted as Designated Kinetica Trainers.

LIBRARY PROMOTIONDuring 1998, the Promotions Committeecontinued to initiate, coordinate and support arange of promotional activities across thebranches. Whilst Committee members wereinvolved in many of the activities, actualimplementation of most activities wasundertaken by branch staff. The CommunityServices Librarian continued to be an invaluableresource person supporting many activities. Theimportant role of that position in coordinatingthe production and distribution of qualitymaterials for all branches to use was highlightedthis year with the launch of the new LibrarySystem.

The Committee should also acknowledge theexcellent work done by the Promotion of NewSystem Working Party (PONS) and in particularAnn-Maree Graham for her coordination andcopywriting of the many information sheets.

MAJOR CROSS-CAMPUS ACTIVITIES

INNOPAC LaunchA range of promotional activities accompaniedthe release of the new INNOPAC system. Aseries of colourful, eye catching posters

highlighting new or changed services weredisplayed in the libraries and around thecampuses, bookmarks with important changesto lending services were put into loans anddistinctive INNOPAC information sheets wereavailable in print and on the web. The web“Spotlight on” pages provided a progress reporton the implementation and advertised theclasses offered at the branch libraries.

The Vice-Chancellor officially launched thesystem at a lunch for academics, seniormanagers and staff directly involved in theimplementation project. All guests received amouse mat featuring the Library’ s new WebPAC.

In October, with the release of the self-servicesfunctions, a follow up campaign was conducted.

Review of Library NewsletterIn first semester, a working party reviewed theusefulness and production techniques of thecampus newsletters and the Library’ s quarterlynewsletter, Library Directions. The campusnewsletters were discontinued because it wasfelt news about new services and resourcescould be more quickly and effectivelydistributed to clients through promotionalcampaigns, liaison librarians’ networks andcommunication channels, information sessionsand the Library’ s home page.

Library Directions, which contains more strategicand less time-sensitive information, wascontinued with changes in production andcontent. Less expensive production techniquesusing pre-printed shells allowed the Library toprint a much larger number of newsletters,achieving a wider distribution to clients with

The Vice-Chancellor, Professor Dennis Gibson, officiallylaunched the new INNOPAC system at a function foracademics and staff

25

only a marginal increase in costs. Distributionwas semi-automated by printing internalrecipients’ names and address on thenewsletters during the printing process, savingstaff time and shortening delivery times.Production schedules, with timelines for eachstage of the process, were also drawn up toensure issues were regularly produced.

University ActivitiesAt the University’s annual Course Informationand Careers Day, the booth that the Librarytraditionally provided was broadened to includeother sections of the Division of Information andAcademic Services. The activity attracts over tenthousand potential students each year andprovides an excellent opportunity to showcasethe support that the library’ s and division’ sservices and resources provide students.

Carseldine library staff was heavily involved ina similar display at the Carseldine campusCourse Information and Careers Day. TheCommunity Services Librarian mounted alibrary display at the Alumni Office’ s reunion ofgraduates from the Central Technical College,one of the predecessor institutions of QUT. TheAlumni Office set up an Alumni Book Fund fordonations to the Library from alumni. Thecommemorative bookplate, designed toacknowledge the gift, was on display.

Promotion to New StaffThe Library took the opportunity to promote itsservices to new university staff members byparticipating in orientation programs offeredthrough other sections of the University. ActingReference Services Manager at Kelvin Grove,Robyn Tweedale, gave a presentation at theHuman Resources Sections Staff Inductionprogram and organised for a permanent displayof library brochures near the HR InquiryCounter.

Acting Reference Services Manager at GardensPoint, Jess Burke, coordinated a similarpresentation of the Division’ s servicessupporting academic staff as part of the ENTERProgram for new academics which is run by theDivision’s Teaching and Learning DevelopmentUnity.

Student Brochure ProjectsThe Library acted as a ‘client’ for two groups ofstudents undertaking their Publications Designsubject as part of their public relations degree.Between the two groups, the students produceddraft brochures for the Library on services tosupport flexible delivery, information literacyand an introductory brochure for visitors. The

students’ assignment to produce a brochure fora client entailed a client survey of their currentperceptions and understandings of the subject,test reading of the draft brochures with thetarget audience and anticipated design andproduction costs. This information, as much asthe draft brochures, was helpful in informingthe Library’ s understanding of the process andissues in designing our publications. TheLibrary’ s involvement with student projects alsoconsolidated our relationship with the Faculty ofBusiness. We are also happy to report that allstudents obtained an excellent grade for theassignment.

Other PublicationsThis year the Library worked hard to contributeinformation and copy to other publications,rather than relying on only using its ownpublications and brochures. Copy was suppliedto university publications such as the QUTHandbook, the Guide for Students with Disabilities,the Enrolment Guide, the External Students Guideand the Orientation Guide. Articles weresubmitted to faculty publications and coverageof library events in the University’ s newspaper,Inside QUT, increased.

Branch ActivitiesAs the Library’s “points of sale” , the branchlibraries play an important ongoing role inpromoting the Library’s services and resourcesthrough implementation of cross-campuscampaigns, local displays and liaison.

Displays for Q-Step, the University programthat supports students from socio-economicallydisadvantaged backgrounds, NAIDOC Week,the Student Art Guild Week and ReconciliationWeek, were held in all branches. Branches alsomounted displays relevant to their faculties suchas the Children’ s Book Week display at KelvinGrove and Gardens Point Cement and ConcreteCollection display.

The Library’ s liaison librarians play a key role inpromoting the library’ s services and resourcesthrough their information and consultingposition. Last year, they conducted severalmajor information sessions on new productssuch as the OVID service and IAC/Search Bankand several other subject specific sessions.

Carseldine, Gardens Point and Kelvin GroveLibraries installed PCs, with changingPowerPoint slides giving current branch news,near Loans Desks.

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BBRANCH LIBRARY REPORTS

CARSELDINE BRANCHLIBRARYThis year saw some major developments in theprovision of Library services at CarseldineBranch, including the official opening of thePAD facility in February, construction of newoffice areas, and the implementation of theINNOPAC system.

Carseldine Public AccessDatabase (PAD) facilityCarseldine Branch enhanced the provision ofelectronic database services with the officialopening of its new PAD in February. Thispurpose-built facility, conducive for researching,has been very well accepted by the students.

Use of the Library’ s PAD machines increasedmarkedly due to a greater acceptance andutilisation of the wider range of electronicresources available, and the use of the facility bystudents to access their University Systemsaccounts (e-mail, passwords, enrolment details,timetables) and word processing. This, in turn,increased the volume of Information Desktransactions throughout the early monthsof the year.

The new PAD area was trialed as a “TeachingLab” in which students received instructionincorporating hands-on practice. The Librarymonitored PAD usage to ensure that there wassufficient access for the primary purpose ofdatabase searching and, in 1998, usage of thePAD indicates a definite need for a dedicatedteaching lab at Carseldine.

LiaisonFollowing the Graycar Report on the School ofSocial Sciences, the Faculty of Arts wasrestructured, with the Sociology strand of theSchool moving to the School of Humanities andthe remaining two strands, Human Services andPsychology, each forming their own schools.Adjustments were made in the responsibilitiesof Liaison Librarians in order to continue toprovide a high level of customer service to theacademic community.

Orientation and InformationLiteracyCarseldine Branch actively participated in arange of Information Literacy and Orientationprograms, including:

Orientation and Library Skills training for thenew and mid-year student intakes. Tomaximise availability, training sessions werearticulated with the times of the majorlectures.

Additional training sessions for specialgroups including the School of Social ScienceBridging Course, Jumpstart and Q-Step.

Branch staff negotiated the inclusion ofInformation Literacy skills into core units,with assessment via a compulsory libraryskills assignment.

Small hands-on classes delivered in the newPAD facility.

Liaison Librarians worked with the Facultyof Arts to plan for Library involvement inSummer School units.

Flexible DeliveryEnhancement of web-based information servicescontinued with Liaison Librarians contributingto resource pages for the InfoQuest project in thesubject areas of Ethics, Psychology and HumanServices.

The Liaison Librarian for the School ofHumanities, Paula Callan, was a member of theworking group that developed a web site for theAustralian Politics Units.

Videos of lectures were placed in the openaccess Course Reserve room for self-serviceviewing and copying by students.(from left) The Pro Vice-Chancellor of the Division of

Information and Academic Services, Carseldine BranchLibrary Manager, Acting Director Library Services and theDean of the Faculty of Arts at the opening of the new PADfacility

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Collection UseTotal items shelved increased by 8.5% in 1998from 1996. As the volume of take-away loanshas not increased over the same period, thisindicates a higher level of in-house Library useof the collection at Carseldine.

Information ResourceManagement1998 was the final year for the Faculty-fundedEstablishment Grants for the School of SocialScience and the School of Humanities.

Conspectus analyses of the collection in theareas of Humanities, Human Services andSociology, and Psychology were conducted.These analyses will contribute to thedevelopment of detailed information resourceplans to ensure the collection meets the teachingand research needs at Carseldine.

All serials were categorised into the new LibraryResource Allocation groupings in order tofacilitate implementation of the new allocation,an objective of which includes enabling moreeffective responses to new developments inelectronic publishing.

Correction of Catalogue records for the LibraryStore resulted in a decline in the numbers ofrequests for Store materials, and an increase inthe document supply success rate.

LAW LIBRARY

TechnologyFurther progress was made in 1998 in increasingaccess to the CD-ROMS on the Library networkand it was made accessible from the LawLibrary laboratory, the Law Faculty laboratoryand the Legal Practice laboratory. As well, alllaw academics were able to access the LibraryCD-ROM server from their office workstations.

This has been a major achievement over the lastfew years and is a result of a collaborative effortbetween Library Systems, the FacultyComputing Services Officers and the LawLibrary.

The Faculty of Law and Law Library weresuccessful in a central initiatives bid forapproximately $40 000 to provide additionaltraining PCs for Room C502.

External Students ServicesThe External Service continued to expand. In1998 the number of requests received was closeto double that of 1997. Electronic documentdelivery registration forms were introduced andwere very successful.

The Law Library opened for extended hoursduring the Faculty’ s three attendance schools forexternal students. As well, librarians from theLaw Library conducted training for externalstudents which is customised to their needs.

In 1998, the Law Library External Service wasextended to meet the needs of postgraduateexternal students.

Flexible DeliveryThe Faculty of Law progressed theimplementation of a flexible delivery programfor selected postgraduate units. The Law LibraryManager was actively involved as a member ofthe Project Team providing advice on theInternet and other electronic resources.

Information Literacy ProgramLaw Library staff conducted seven weeks ofdatabase training in partnership with academicstaff as part of the compulsory fourth-year unit,Research and Legal Reasoning.

The Law Library Manager with assistance fromthe Reference Librarian (Systems) produced anextensive guide entitled, “Legal Research Skills:Guide to Using Print, Electronic and InternetResources for Problem Solving and Projects” .

The Law Library also provided a number oflegal research skills training sessions to BuiltEnvironment and Engineering students at therequest of individual lecturers.

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Library Resource AllocationThe Law Library made a special representationto the Vice-Chancellor’ s working party on theLibrary Resource Allocation. A case was madethat the Law Library collection would be erodedif special acknowledgment was not made of theserial-nature of the majority of its publications.It was pointed out that strategies, which treatedall “serial” publications in a homogenous way,disadvantaged the continued existence of a LawLibrary collection. The LRA Working Partychose a fair and equitable way to acknowledgethis fact and it is reflected, in part, in the waythe Library acquisitions allocation is distributed.

The allocation at this stage does not allow forany major growth, but it does ensure that theLaw Library collection will maintain areasonable level of integrity in terms of thecoverage and currency of Australian, and othercommon law jurisdiction materials.

Serials RationalisationLaw Library staff commenced a project torationalise print and electronic resources. Aswell, lists of duplicate subscriptions to titleslocated in the Law Library, Legal PracticeLibrary and the Staff Library were compiled andmay be used in 1999 to further rationalisesubscriptions. The number of active serialssubscriptions continued to decline in 1998.

Lending ServicesThe number of take-away loans declined in 1998compared to 1997. It is also important toexamine overall Law Library lending statisticswithin the context that all prescribed materialfrom the reading lists in Study Guides aretreated as “Not for Loan”. Additionally a largeamount of material Law Library users wish toborrow is law reports and legislation.Accordingly the lack of growth in take-awayloans is not an unexpected result.

GARDENS POINTBRANCH LIBRARY

Electronic ReserveThe Electronic Reserve continued to expand andnow accounts for 48% of all reserve items. TheFaculty of Business is the heaviest useraccounting for 50% of all e-reserve items loaded.Electronic reserve is a heavily used service andhas proved particularly effective for makinginformation readily available to very largeclasses.

5600 items were placed in Closed Reserve in1998 in response to a combination of highdemand and large classes sometimes in excess of1500 students.

Document DeliveryBorrowing demand by QUT clients increased by11% to 8832 requests.

A new Internet-based Document Delivery stafftraining package was developed. This provedvery useful in developing staff skills in the morecomplex procedural areas and in the searchingfor holdings. A number of new commercialsuppliers were trialed during the year as well as“ Inside” , the new British Library web service,with a view to implementing unmediateddocument delivery access in 1999.

Integrated LaboratoryFacilitiesThe new V Lab was opened in July 1998. It is amerging of all student computing facilities onLevel 2 of the building. The facility is supportedjointly by the Library, Teaching and LearningSupport Services and Facilities Support Servicesand staff are provided from a central point withthe Information Desk adjacent to the StudentComputing Help Desk. Client response has beenvery positive with them having the benefit of alarge multipurpose laboratory and seamlesstechnical and professional information supportat a central point.

V Lab at Gardens Point Library provides integrated access toelectronic services with assistance from library, studentcomputing and digital media services staff close by

29

FacilitiesIn the latter part of 1998, major renovation workcommenced in the immediate precincts of theLibrary building. The work will continue forfour months into 1999 and has provided asignificant challenge to the provision of qualityservice with major access and noise disruption.Consultation and planning with majorstakeholders meant that support for the GardensPoint Summer Program was able to progress.

Information ResourcesManagementThree major activities occurred in 1998:

the weeding of selected areas of the collection

significant cancellation projects wereinitiated with the Faculties of Business andBuilt Environment and Engineering. Thesewere in response to journal price increasesand fluctuations in the Australian dollar.

continued monitoring of reading list materialto ensure 100% of titles were available ontime.

Adequacy of the collection to support highundergraduate use continues to be a challenge.It is being addressed through the purchase ofmultiple copies combined with adjustments toloan periods.

Lending ServicesThe Loans and Shelving sections operated veryeffectively during the year with there being nosignificant backlogs. The increased availabilityof multiple copies on one-week loan meantfaster turnaround times and additional work.One-week loans formed 25% of all extramuralloans.

The more efficient utilisation of staff led toimproved service levels and limited backlogs.Staff were moved into peak period weekdayrosters leaving lower maintenance level staffingat other times.

LiaisonThe Reference Librarians continued tostrengthen their links with the Faculties throughincreased involvement in committees and theincorporation of information literacycomponents in re-designed curriculaparticularly in the Faculties of Science andInformation Technology.

The Library had the opportunity to work closelywith the initial cohort of Dean’ s Scholars in theFaculty of Science. This has been an interestingprocess as the association has continued on a

one-to-one basis during their shortenedprogram.

In summary, 1998 was a period for increasedfocus on undergraduate needs, improvedsupport for effective information access and astrong emphasis on the effective management ofthe collection.

KELVIN GROVEBRANCH LIBRARYThe implementation of the INNOPAC systemacross the Library was a major undertaking,with many staff from Kelvin Grove BranchLibrary involved in a wide range of tasksincluding developing, testing, documentationand promotion. Nevertheless, a number ofinitiatives supporting local clients wereundertaken. During 1998, 542 000 peopleentered the Library, an 11% increase on 1997figures.

TechnologyElectronic Reserve was introduced to theCampus progressively during 1998. The mostcommon usage of the facility by academic staffis to provide students with electronic access tolecture notes, prior to and after lectures.

Document DeliveryA web-based Electronic Document RequestService was implemented to enable externalstudents to request supply of known item booksand photocopies to support their studies. Thisservice complements existing web-basedservices to request information packages insubject areas to support assignment andresearch work.

Though take-up of electronic services byexternal students is slow, it is increasing,reflecting the increasing usage of the Internetacross the community and the Kelvin GroveBranch Library will continue to developelectronic services to support access byexternal students.

SerialsThe drop in the value of the Australian dollarcombined with overall rising costs ofsubscriptions saw the Library work closely withthe Faculty of Health to cancel serial titles in theearly part of the year. Staff worked intensivelyto provide the Faculty with data on usage andalternative access paths from electronic services.One such service, including Medline and theCore Biomedical Collection through OVID wasintroduced.

30

A similar project was commenced in Semestertwo for the Faculties of Education and Arts(Academy of the Arts) with a view tocancellations of print subscriptions in favour ofelectronic subscriptions.

Collection ManagementDuring Semester two, staff undertook a majorreview of the collection with the aim ofdisposing of titles that were no longer relevantto QUT’s teaching and research needs, in poorcondition, or represented by unnecessaryduplication. As well as releasing much neededshelf space for future expansion, clients will seean immediate benefit by way of a better spacedand more accessible collection.

In a similar vein, a full stocktake of thecollection was completed, ensuring thatcatalogue records and holdings are consistent.

Electronic InformationIn response to both the rapid expansion ofelectronic information sources and theUniversity’ s Flexible Delivery initiatives, staffwere involved in:

The InfoQuest project, to bring together, inelectronic format, a range of disciplinespecific print and electronic materials.

Development of Unit Resource Pages tosupport online units being developed by theSchool of Early Childhood. These pages willprovide a model for further work by theLibrary in this area.

Participation in the TECHLIT project, todevelop resources to support increasedtechnological literacy amongst academicsand students.

Customer FocusIn keeping with the Library’ s strongcommitment to customer focus, several activitieswere undertaken. These included:

Review of Unit Reading Lists, with orderingof multiple copies and placement of materialson one-week loan to ensure holdings andaccess meet student demand.

Development of an electronic discussion listfor external students, enabling them tocommunicate with each other and Librarystaff.

Renewed focus on staff training, particularlypart-time Information Desk staff.

Participation in the Division’s ENTERprogram for new academic staff and the

Human Resources Department’ s OrientationProgram for General and Academic Staff.

Provision of ongoing weekly User Educationsessions, including “drop-in” time forstudents to have extended assistance onspecific topics from Liaison Librarians.

Provision of User Education sessions on aFriday night and Saturday afternoon forexternal students.

Revision of web pages for external students,with particular attention to informationliteracy aspects of the pages.

External FocusChildren’s Book Week was again celebrated by adisplay of titles nominated for the variousawards. This is a popular activity withEducation Faculty staff and students as well aslocal child-care centres that bring their childrenin for storytelling.

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AAPPENDICES

APPENDIX 1

Senior Library StaffDIRECTOR, LIBRARY SERVICES GM Austen, BA(Hons) Melb, DipLib Canb, MBA Qld,

ALIA, AIMM

ASSOCIATE DIRECTOR, LIBRARY J Novak, BA Indiana, GDipLIbSc WAIT, AALIASERVICES (DEVELOPMENT)

ASSOCIATE DIRECTOR, LIBRARY C Young, BA Qld, ALLIASERVICES (INFORMATION RESOURCES)

ASSISTANT DIRECTOR, LIBRARY W Fraser, BSc Qld, MACSSERVICES (SYSTEMS)

MANAGER, BIBLIOGRAPHIC EA Huthwaite, BA Qld, DipEd ArmidaleCAE,SERVICES SECTION GDipLibSc QIT, MAppSci(Info Stud) CSU, AALIA

MANAGER, SERIALS SECTION C Cleary, BA ANU, GDipEd CCAE, GDipLibSc QIT

BRANCH LIBRARY MANAGERS

Carseldine B Meikle, BEd BCAE, GDipTLib BCAE

Gardens Point R Smith, BA Qld, GDipMgt Capricornia, MBA UCCQ,AALIA, AIMM

Kelvin Grove J McCarthy, BA Qld, GDip Lib NSW, AALIA

Law Library C Crawford, BA Qld, LLB Qld

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APPENDIX 2

Staff Membership of University andFaculty Committees

GAYNOR AUSTEN QUT Equity Board (Chair)Faculty of Business Academic BoardLibrary Advisory Committee

PAUL CALLAN Faculty of Arts Teaching and Learning Committee

CATHERINE CRAWFORD Faculty of Law Academic BoardFaculty of Law Teaching, Learning and Curriculum CommitteeFaculty of Law Research Committee

GRAHAM DAWSON University Council

LIISA ISOKANGAS Bachelor of Education (Preservice) Course Coordination CommitteeMaster of Education (Research) Course Coordination CommitteeMaster of Education CourseCoordination Committee

JENNY McCARTHY Faculty of Education Academic BoardFaculty of Education Teaching and Learning CommitteeFaculty of Health Teaching and Learning CommitteeFaculty of Education Library Advisory Committee

BRONWYN MEIKLE University Health and Safety CommitteeFaculty of Arts Academic Board

JAN NOVAK QUT Teaching and Learning Committee, Internet Services WorkingPartyQUT Teaching and Learning Committee, The Internet as an AcademicTool Working PartyQUT Professional Development Program (General Staff) CommitteeQUT Community Services Advisory CommitteeLibrary Advisory Committee

JUDY PEACOCK Faculty of Information Technology Academic BoardFaculty of Information Technology Teaching and Learning Committee

ROBYN SMITH Faculty of Science Academic BoardUniversity Orientation Committee (Chair)Student Services Support GroupFaculty of Business Library CommitteeFaculty of Built Environment and Engineering Library Committee

MARIA THOMPSON Faculty of Business Library Committee

CAROLYN YOUNG University Research Management CommitteeFaculty of Built Environment and Engineering Library CommitteeFaculty of Business Library CommitteeLibrary Advisory Committee

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APPENDIX 3

Statistical Summary 1998Carseldine Gardens Kelvin Law All TOTAL

Point Grove QUT

LOANS OF LIBRARY MATERIALTake-away *96 950 *270 660 *343 478 *13 226 724 314Limited access n/a n/a n/a n/a n/a

INFORMATION QUERIES 23 870 60 313 50 790 29 309 164 282

INTERCAMPUS LOANSBorrowing Items satisfied 3816 5558 2886 116 11 976

INTERLIBRARY LOANSBorrowing Items satisfied 1093 7720 2711 57 11 581Lending Items despatched 981 6487 3845 808 12 121

HOLDINGSMonograph Volumes 125 512 247 341 229 526 22 026 3 624 408Serial Subscriptions 1685 5324 2278 1505 †47 10 839AV Software Units 13 580 8572 29 709 165 †6 52 032

TITLES HELD Branches not applicable 476 095

MONOGRAPH VOLUMES ACQUIREDPurchased 5877 8165 11 026 971 0 26 039Donated 191 935 654 95 0 1875

TOTAL ADDITIONS 6068 9100 11 680 1066 0 27 914

TITLES CATALOGUED Branches not applicable 18 121

+ Cross-campus networked electronic resources* Manually estimated in September 1998 due to data migration from URICA to Innopac. Figure based on campus activity September

1997

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APPENDIX 4

Publications and PresentationsAUSTEN, GAYNOR “Libraries in partnership: defining our core roles for the 21st century”,

International Association of Technological University Libraries AnnualConference (Pretoria, South Africa, 1–5 June, 1998).

“Australian university libraries: redefining our core business” ,Australian Library and Information Association (ACT Branch)University College and Research Library Section Seminar (Canberra,5 May, 1998).

“What is my core business? The academic librarian as partner in theteaching and learning process” , in The New Missions of AcademicLibraries in the 21st Century, (Beijing: Peking University, 25–28 October,1998), pp 84–87.

“Libraries and faculties in partnership: delivering informationresources to science faculties”, in IATUL Proceedings Volume 6 (NewSeries) 1998, International Association of Technological UniversityLibraries 17th Annual Conference, (Irvine, California: IATUL, 24–28,1996), pp384–394.

BURKE, JESS “Embracing electronic access: renovating conspectus for the digitalarea as applied at Queensland University of Technology library” , inRobots to Knowbots: the wider Automation Agenda, Victorian Associationfor Library Automation, 9th Biennial Conference (Melbourne, 28–29January, 1998), pp 303–311.

CUFFE, NATALIE and “The Internet and legal research” , Proctor, November 1998, p26–27.HEATHER DOUGLAS

EWERS, BARBARA “A model for Community Service delivery in academic libraries” ,International Association of Technological University Libraries 19thAnnual Conference (Pretoria, South Africa, 1–5 June, 1998).

NOVAK, JAN “Creating a Customer Service Culture” , Australian Library andInformation Association 5th Biennial Conference (Adelaide, 25–28October, 1998).

NOVAK, JAN and “You tell us: indigenous students talk to a tertiary library” , AustralianGAIL ROBINSON Academic and Research Libraries, Vol 29, no 1 (March 1998), pp13–22.

STOKKER, JUDY “A Researchers’ centre: one library’s experience in meeting the needsof research level students and academic staff” , Australian Academic andResearch Libraries, Vol 29, no 4 (December 1998), pp 190–199.

TWEEDALE, ROBYN and “ Issues and considerations in creating a disaster plan” , Turning DownGILLIAN HARRISON Deterioriation: Turning up Access, ACLIS/ALIA Special Interest Group

Preservation of Library Materials Conference (Brisbane, September1998).

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APPENDIX 5

Offices Held by Library Staff in Professional OrganisationsGAYNOR AUSTEN Vice President

Council of Australian University Librarians

Member of the Board of DirectorsInternational Association of Technological University Libraries

Member of the Editorial BoardAustralian Academic and Research Libraries

CATHERINE CRAWFORD Joint EditorAustralian Law Librarian

NATALIE CUFFE Member of Editorial CommitteeAustralian Law Librarian

BARBARA EWERS PresidentQueensland Library Promotion Council

GILLIAN HARRISON Committee MemberPreservation of Library Materials, Special Interest GroupAustralian Library and Information Association

ANN HUTHWAITE Australian RepresentativeJoint Steering Committee for the Revision of Anglo AmericanCataloguing Rules

JENNY McCARTHY Board MemberBoard of EducationAustralian Library and Information Association

CAROLYN YOUNG PresidentQueensland Branch CouncilAustralian Council of Library and Information Services/AustralianLibrary and Information Association

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