Context
Since the introduction of Fresh Service, a service management tool, there was a change in how the Library staff dealt with enquiries in general and specifically in relation to requests for books/eBooks. Requests for books came from multiple sources, and as a result, multiple teams involved. There was no mechanism for students to recommend books for purchase. The project aimed to look at improving the process for staff processing book requests and to increase the use of Fresh Service for submitting and processing book requests.
What changes were implemented?
- Encouragement of staff and customers to use Fresh Service for submitting book requests.
- Creation of a checklist to improve the information submitted by the customer and to help them understand the process.
- Standardisation of responses to book requests.
- Creation of a book request form within Fresh Service with compulsory fields for compulsory information.
- Clarification of what is being requested at the earliest point in the process.
- Creation of Standard Operating Procedures to support the whole process.