From the RIO FINAL REPORT

INFORMATION STATISTICS – DATA COLLECTION FORM Campus Date: October 2003

Time Bands: 8am – 10am 10am – noon noon – 2pm 2pm – 4pm4pm – 6pm 6pm - closing

Enquiry Type / Count / Total
1.Directional enquiries
1.1Location of university buildings & facilities, staff, departments
1.2Location of library services, facilities, layout of collections, prefixes, call nos., use of consumables, eg staplers
1.3staplers, whiteout, etc
1.3Opening hours
1.4Referrals to another library or Swinburne department
2.Service enquiries
2.1General service enquiries – borrowing, use of library, reciprocal, ILL, fines, overdues, renewals, holds, (not transactions)
2.2Bookings made for rooms, machines, equipment, videos, training, tours
2.3How to do self service functions (renew, holds, loans)
3.Information enquiries
3.1Basic catalogue – known author/title/call no. searches; online reserve
3.2More complex catalogue/database – advice on choice, searching,strategies and terms
3.3Internet – help to navigate, search, select & use sites
3.4Navigating Swinburne’s web pages – library page, online courses, timetables, exams, results
3.5Use of the reference collection
3.6Use of resources at the desk including printed handouts
3.7Help with Blackboard, WebCT, TekniCAL, etc.
4.Help with IT hardware & software and with AV equipment
4.1PCs, laptops, scanners, etc hardware
4.2Other loan & in-house AV equipment, eg data projectors, microform
readers, VCRs, etc
4.3Logins & passwords, eg Novell account, OPAX
4.4Saving, downloading, opening files – databases, online reserve,
Internet, applications
4.5Email & specific software, eg Internet browser settings, MS Office,
Adobe Acrobat, IPTV
4.6Printers & printing
4.7Photocopiers & Monitor cards
4.8Trouble-shooting self-checkout machines
4.9Disability equipment
5.Other
5.1Other enquiries

Definitions

Enquiry Type
1. Directional enquiries
1.1Location of university buildings & facilities, public telephones. Location of university schools and departments, services and functions such as the Cashier, Student Records, etc. Location of particular university staff members.
1.4Location of university buildings & facilities, staff, departments
1.2 Location of library facilities (eg toilets, computers, photocopiers, staplers, glue), library services (eg loans, reserve), location of physical
resources (eg video collection, folios, specific Dewey numbers). Include here enquiries about missing items.
facilities, layout of collections, prefixes, call nos; staplers, whiteout, etc
1.3 Opening hours enquiries – any enquiries about library opening hours at any campus.
1.4 Referrals to another library or Swinburne department; eg non-current borrowers referred to their school or Student Admin. Include here enquiries about software not available in the library.
enquiries about software not available on library computers
Referrals to another library or Swinburne department
2. Service enquiries
2.1General service enquiries – information about borrowing including reserve, fines & overdues, reciprocal arrangements, ILL; but not
transactions. Include here referrals to another library desk or to specific library staff, eg liaison librarians, copyright officer.
2.2Help with Bookings for rooms, machines, equipment, videos, training, tours. This should include bookings for everything staff book for users. Count actual bookings made.
2.3 Help with how to do self service functions such as holds, renewals & self loans

Information enquiries

3.1.Basic catalogue enquiries such as known author, title or call no. Also seaches for online reserve by code or instructor name.
3.2.More complex catalogue enquiries, plus database enquiries, eg advice on choice, search strategies, terms to use. Help on how to place a hold goes in section 2.3. Help on printing or saving from databases goes in section 4.6.
3.3.Internet – help on how to navigate, search strategies, terms to use, search engines, evaluating web sites, and so on. Help on printing or saving from the Internet goes in section 4.6.
3.4.Navigating Swinburne’s web pages - online courses, timetables, exam timetables and results. Count here any enquiry about these things, whether it is to do with online information or not.
3.5.Use of the reference collection for factual information.
3.6.Use of resources kept at the desk including printed handouts such as database guides, handbooks, directories. Do not include items if they are borrowed through Dynix.
3.7.Help with Blackboard, WebCT, TekniCAL. Include problems logging in or printing in section 4. If you refer someone back to their teacher or to L&TS Help Desk, count that here.
4 Help with IT, software and AV equipment
4.1.Help with PCs, laptops, scanners, etc. Includes hardware issues, like stuck disks, mouses that don’t work, blank screen, plugging in earphones etc. Count here help with laptops for loan.
4.2.Help with other loan and in-house AV equipment eg microform readers (Hawthorn & Lilydale only), VCRs, data projectors, etc. Help with disability equipment goes in 4.9.
4.3.Creating Novell account, problems in logging on. Include explaining to students what theirOPAX account is, or problems using their OPAX (eg with EzProxy). Also include help needed to actually log on to a PC, to an online course, to get exam results, etc, here.
4.4.Help accessing files & online content including saving to disk, opening & downloading from databases, the Internet & other applications
4.5.Help with email and specific software. This will include basic software including all of the MS Office applications, Adobe Acrobat, sound and video software, Flash. Help with Browser settings and email (how to set up accounts, forwarding email, etc) is also included here.
4.6.Help with printers and printing, eg paper jams, any enquiry about why things haven’t printed or how they print, problems with long waits, queuing, etc,irrespective of what the source is eg Word, online reserve, Internet, Database.
4.7.Help with operating the photocopier (jams, out of paper, how to work the controls) and help with the Monitor system -card purchases, credit balances, Monitor problems. Include anything that appears to be a Monitor card or reader problem rather than a printing problem.
4.8.Troubleshooting self-checkout machines, hardware & software.,eg problems with scanner, printer, blank screen. But helping a user to do a self checkout goes in 2.3.
4.9.Disability equipment – eg help with software, hardware, special passwords.
5. Other
5.1 Other enquiries – anything that doesn’t fit in nos 1-4

02/05/2003