customer driven knowledge and information services

Customer Driven Knowledge and Information Services

Eric H. Schnell, M.L.S., Susan M. Kroll, M.L.S.,

The Ohio State University Health Sciences Center

http://library.med.ohio-state.eduhttp://ckm.osu.edu/

schnell.9@osu.edukroll.1@osu.edu

Publications

TJ Cain, RL Rodman, F Sanfilippo, SM Kroll. “Managing Knowledge and Technology to Foster Innovation at The Ohio State University Medical Center” Academic Medicine, November 2005 80(11): pp 1026-1031.

Schnell EH, Kroll SM, Cain TJ. "Academic Medical Libraries at the Crossroads: Managing Knowledge to Enhance Our Mission" Proceedings of the ACRL Twelfth National Conference, Minneapolis, Minnesota April 7-10, 2005: pp 155-160. (http://www.ala.org/ala/acrl/acrlevents/schnell05.pdf)

Overview

• Background• Goals and process• Reorganization• Outcomes and new initiatives• Reset 2007• Lessons learned

Research ● Teaching ● Patient Care

Existing organizations

• Biomedical Communications• Medical Multimedia Design (2md)• Classroom Technologies• Prior Health Sciences Library

Original goals

• Creating knowledge

• Using knowledge

• Sharing knowledge

Goal: Creating knowledge

• Develop and assimilate new knowledge-based products that enhance excellence in biomedical research, health sciences education and patient care

• Package informational resources as discrete, re-usable, and sharable resources that enhance work collaborations

Goal: Using knowledge

• Preserve original biomedical data of historical value • Disseminate knowledge in biomedical research,

education and clinical practice consistent with our mission

Goal: Sharing knowledge

• Enable cost-effective, timely and convenient access to biomedical knowledge

• Provide a challenging and supportive environment to foster professional growth of staff and trainees

• Strengthen digital linkages across the Health Sciences campus and the University to foster collaboration in knowledge development, sharing and dissemination

Existing service points

• Biomedical Communications Room 410

• Medical Multimedia Design (2md) Online / Room 410

• Classroom Technologies Room 460 Basement of adjacent building

• Prior Health Sciences Library Circulation desk Reference desk

Planning task force - 2003

• Mission • Menu of services• Staffing model• Training program• Redesign of service desk(s)• Branding

Focus groups: process

• Spring 2004• 24 faculty and staff representatives from academic and

clinical areas• Student input from student association groups• Library Advisory Committee• Outside facilitator

Focus groups: questions

• What information or assistance would you expect at a central service desk?

• What barriers can be eliminated with a central service desk?

• How should a central service desk be set up for you to effectively interact with it?

Focus groups: common themes

• Coach on how to use new technology with a hands-on approach

• Develop techniques to assist students in identifying quality Internet information

• Assist in developing effective search strategies• Create discipline specific, web-based resource lists• Provide support for obtaining and securing the use of

digital images• Provide information to new incoming students to

adequately inform them of the services and resources that are available to them

Focus groups: action plan

• Reorganization / branding of services• Train support staff about available support services and

resources • Conduct ongoing outreach activities to encourage the

exchange of information between the service desk and customers it serves

• Increase the promotion and communication of services • Conduct ongoing evaluations of users needs to ensure

services meet current and future information needs

Reorganization

• Functional groups• Common services• Centralized services

Reorganization

• PRINTservices• WEBservices• MOBILEservices• PRESENTATIONservices• ASKdesk• Health Sciences Library /

Center for Knowledge Management

PRINTservices

• Digital imaging and design • Poster / brochure production • Graphic design• Medical Illustration for digital education modules• Photography / scanning

WEBservices

• Customized web site development• Content management tool• Web and interactive media development and deployment• Educational consultation• Computer assisted and online instruction

MOBILEservices

• Mobile computing; PDA and laptop • Devices and content distribution • Student support services

PRESENTATIONservices

• Classroom technologies • Auditorium technologies• Video and audio streaming

Assist•Service•Knowledge (ASK) Desk

• One-stop shop for academic information and technology needs

• Pager distribution, mobile computing support, and graphic design services

• Library circulation, reference, print reserves

ASKdesk

• Circulation • Reference • Print reserves• Photocopy center • 1st level technology support• Mobile device support

Outcomes: new initiatives

• Do-IT-yourself stations• Copyright Management Office• OSU:Pro • KNOW education series • Testing / computer Lab• Electronic classroom• Web site enhancements

Do-IT-Yourself stations

Copyright management office

OSU:pro

Testing / computer lab

SMARTclassroom (Room 400)

Web site content enhancements

• How-Do-I database

• How-Do-I database• Core 25

• How-Do-I database• Core 25• Virtual reading rooms /

subject guides

Additional initiatives in development

• CTSA support; collaboratory• Institute for Personalized Medicine• 30-minute technology sessions• Coffee bar

Outcomes of customer driven approach

• Increased use of facility / web resources• Increased number of informational questions • Increased customer satisfaction; resident survey• Increased workshop attendance

Outcomes of customer driven approach

• Creating new services valued by customers• Cross training of staff • Redefined skills; technology• New initiatives

Challenges

• Merger of 4 existing budgets into one• Existing pay-for-sevice funding models• Staff and organizational integration• Perceived cultural differences

Organizational reset 2007

• Need aligned, visionary response to support consolidation of services, programs and budgets leading to efficiencies that support the Health Sciences Colleges and OSUMC missions

• Create an efficient and focused organization to better plan, budget, innovate for and support our health sciences customers

• Define key strengths and opportunities• Define customer base and outline opportunities for

targeted growth

• Reorganize Health Sciences Library and Center for Knowledge Management to form one organization.

• Combined leadership group charge focuses on implementation of strategic initiatives that support the University’s Academic Plan and the Personalized Healthcare mission of the medical center.

• Two four-hour sessions with leadership teams• Integrate current leadership using strategic framework as

a guide• Support new organization with new mission and revised

position descriptions and functions• Evaluate Team Performance Model

Team Performance Model

• Orientation — Why am I here?• Trust Building — Who are you?• Goal Clarification — What are we doing?• Commitment — How will we do it?• Implementation — Who does what, when and where?• High Performance• Renewal — Why continue?

Team Performance Model

Lessons learned

• Listen to your customers • Reach out• Rally around a cause, common goal or challenge • Focus on your similarities • Inspire your staff through leadership• Build it and they will come• Just Do It ™

Closing comments

• Academic health sciences libraries have the potential to change the breadth and depth of creative work done by faculty and students*

• Services must be developed that focus on personalized knowledge management

• Be leaders in the changing paradigms of knowledge production and expanding modes of dissemination*

• Knowledge that is fluid and perhaps imperfect has greater value than knowledge that is static and intact*

* Quoted from “Changing Roles of Academic and Research Libraries”http://www.ala.org/ala/acrl/acrlissues/future/changingroles.htm

Questions ?

Customer Driven Knowledge and Information Services

Eric H. Schnell, M.L.S., Susan M. Kroll, M.L.S.,

The Ohio State University Health Sciences Center

http://library.med.ohio-state.eduhttp://ckm.osu.edu/

schnell.9@osu.edukroll.1@osu.edu

customer driven knowledge and information services

knowledge sharing knowledge

biomedical knowledge

knowledge management

knowledge development

available support services

communication of services

academic information

new knowledgebased products

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