Minutes

In preparation for the June 14th report deadline and Margo's Board meeting on the 24th the group organized strategy for tabulating and summarizing the information from the Satisfaction Survey. There was some confusion about what the expectations were, but Kerry clarified them by referring to the original Delivery Task Force Charge document.

Karen suggested that each of us take one question to summarize and circulate them by email for revisions. Each member volunteered for a question and agreed to fax the appropriate responses to the others.

Discussion about the next Turnaround / User Satisfaction surveys was inconclusive. Initially, June was designated as the month for the follow up studies, however schedules for the next few weeks seem very crowded and it seems we might have to wait until all are back from ALA and vacations.

The group agreed that there should be some further information in the final report about the regional courier services and the routing differences within the larger system. This could shed light on inconsistencies in satisfaction results.

Next meeting: to be decided through email

Old Business:
Anne reported news from Margo:
1. Due to lack of funds, the BLC is not hiring a consultant to survey the courier/UPS situation.
2. Margo would like to see the committee do a survey in June to measure user satisfaction with receiving books via UPS/state courier rather than another survey to measure turnaround time.

New Business:
We will delay discussion of Margo's suggestion for a user survey until the next meeting-May 23..

1. We discussed what questions to include in the "Satisfaction Survey". See attachment: draft "Satisfaction Survey"
2. Timeline: Satisfaction Survey

A. Each committee member will contact by telephone their assigned "library" to give a heads up on procedure for the survey. Set up date/time to conduct survey interview.
Send copies of the Satisfaction Survey and the Turnaround Survey to BLC as soon as Satisfaction Survey is corrected/revised.

B. Conduct interviews by May 20.

C. Compile results of interviews in legible form to bring to meeting.

D. Next meeting: May 23, 10:00 AM at Wellesley College.

Turnaround Survey: Committee members counted turnaround time (number of days) for each flag; flags were separated by 1. state-wide courier and 2. UPS; data for each BLC library transaction (flag) was transferred to a UPS sheet and to a courier sheet; the mean (average) was computed for turnaround time for each BLC library to another BLC library- i.e. Wellesley sent a book to Boston College, (UPS); UMASS returned a book to Brandeis (courier) This data was entered on a third sheet.

COURIER: Mean (average) turnaround time in days
2.4 Range 1-7.5
UPS: " " 1.75 " 1-4 (We do not need to report the median as the range is not disparate).

Committee members were surprised by the relatively short turnaround times. We will give this information to participating libraries when we do the Satisfaction Survey. (Data (flags) were more complete from some libraries than others.-This will probably rectify when we do the second turnaround survey).

Anne will write a draft; Bart will use mean turnaround times to develop a graph. Committee members will comment via e-mail by the 24th.

Meeting April 10 1-3 at Wellesley College
Anne will facilitate
Bart or Donna will take notes
1. Anne will report regarding the consultant's report (information from Margot)
2. We will stat work on the Satisfaction Survey -questions to ask.

Margo informed the group that there is some discussion at the BLC Board to enlist the services of a consultant to research levels of satisfaction with the Virtual Catalog as well as the methods of delivery between libraries. She suggested that the Delivery Assessment Task Force's planned research will support whatever work the consultant will do. However, she suggested that the satisfaction survey we were planning might better be put off until it is better know what and how the consultant will perform that research. There was agreement that we could wait before proceeding with the surveys. The timeline for the TF work is therefore somewhat revised.

We finalized the presentation Kerry would give that afternoon.

We decided to change the gathering dates to the weeks of Feb 11 and Feb 18th.

We agreed that the destination is the "office" or place determined by the shipping label.

We brainstormed how to record and collect data for turn-around times. A paper form inserted in each item, with a check box method of delivery, and dates, was decided.

We decided that each member of the task force will take 3 libraries, including their own, to personally interact with the representative(s). This will ensure proper recording of the data, collecting the data, and will foster a one-on-one relationship. We agreed that this would be a good model for conducting the survey as well.

We need to get instructions ready to send to each representative. We should also include a glossary of definitions (i.e.- destination, destination date, receipt date)

Karen generated e-mail to an ILL list asking for names of representatives. She is still waiting for responses.

Bart will write instructions, with a glossary.

Anne will create a template, with a check box method, to use for data recording which can be printed by each library as needed.

Karen will create a list of representatives.

Next meeting is Feb 14th (Happy Valentine's Day) at 10am at Wellesley. In the library I believe.

Kerry
PS- Melissa will speak with UPS this week and ask to have all the addresses put in the address book by next week.