Paper Abstract: Improving Outreach Customer Service


Paper Abstract

Improving Outreach Customer Service - Adapting the Library Liaison Model for GaIN (Georgia Interactive Network for Medical Information)
Jan H. LaBeause, Roxanne M. Nelson, Rita B. Smith, Lee R. McCarley, and Cynthia L. Kieback
Medical Library, and Peyton T. Anderson, Learning Resources Center, Mercer University School of Medicine, Macon, GA.

Purpose: This paper will report on a project to improve customer service in an outreach program by adapting the library liaison model.

Setting/Participants/Resources: The Georgia Interactive Network (GaIN) for Medical Information is a non-profit, university-based electronic health information network, centered at the Mercer University School of Medicine in Macon, GA. GaIN was established in 1983 with a National Library of Medicine grant, and offers a wide range of online information products as well as access to the library staff and outreach services at Mercer. In an effort to provide better customer service to network members, we decided to adapt the library liaison model to our outreach services.

Brief Description: The state was divided into six areas corresponding to the regions established by the Georgia Statewide AHEC Program with whom we have a long supportive relationship. A Mercer librarian was assigned to each region to work with the local AHEC librarian in developing and delivering customized services (i.e., reference, document delivery, current literature alerts, e-mail alerts, training, computer support, site visits, technical services, consulting) to the members in that area.

Results/Outcome: Since the program was announced and launched in November 2000, 20 site visits have been made resulting in 54 contact hours spent with 80 individuals. Additional visits are planned throughout 2001 to assure that every site has been visited at least once.

Evaluation Method: Initial feedback has been very positive from everyone involved. The network members appreciate receiving more regular visits, consistent help and attention, faster response time and the personal touch. The Mercer librarians are learning first-hand what is happening in health care facilities, hospital libraries and rural communities around the state. In addition to sharing travel responsibilities for the program, the liaisons are sharing problems encountered and solutions discovered. A needs assessment and evaluation survey routinely conducted by the GaIN Advisory Committee has recently been mailed and includes questions addressing the new liaison program. Results will be shared at the meeting.