STAFF RESOURCES

New Brunswick Libraries Centralized Telephone Information Service Final Report
April 20, 2000

Team Members:
Benjamin R. Beede
Ilona Caparros
Emily Fabiano
Michael Giarlo, Technical Consultant
Scott Hines, Technical Consultant Linda Langschied
Laura B. Mullen
Patricia A. Piermatti, Team Leader
Thelma Tate Lisa Vecchioli
Myoung Chung Wilson

I. Introduction

Currently, telephone information for clients of the Rutgers University Libraries is provided by staff at the following New Brunswick libraries public service points: Access, Information, and Collection Support. The New Brunswick Centralized Telephone Information Service (NBCTS) will provide a new telephone number- 732/932-LIBS (932-5427) for initial access to these service points. The use of this new telephone number will promote the unified New Brunswick Libraries concept and provide an uncomplicated information pathway for the most frequently asked questions.

II. Objectives

The primary objectives for instituting a centralized telephone information service are:

A. Improve information service

1. establish a NEW, single New Brunswick Libraries point of contact for a telephone information service;

2. enhance and improve accuracy and reliability of information service provided over the telephone by having an initial single point of contact

3. reinforce unified New Brunswick Libraries concept

III. Scope of the service

The range of informational responses provided through the service will be clearly defined by thorough training. The range of responses includes:

A. Factual information about RUL, such as hours, services and policies, directions to libraries, parking, lending policies, etc

B. Holdings information

C. Assistance in the use of IRIS and other electronic resources, including remote access use of
Rutgers Request Service, interlibrary loan and self service

D. Information about other RUL web site documents

E. Assistance in locating individuals or particular departments

Appropriate referrals will be made as necessary, to individuals or RUL units.

IV. Proposed Message Board [for calls from within and outside of Rutgers University]

Greeting

"You have reached the Central Telephone Service of the Rutgers University Libraries in New Brunswick. Hours of operation are 9 am to 9 pm Mondays to Fridays; 12 Noon to 6 pm on Saturdays and 12 Noon to 8 pm on Sundays."

Top Level

"For library building hours, press 1. For library directions, press 2. For help with borrowing, your library record, barcode or PIN number, press 3. For other questions or if you are calling from a rotary phone, press 4."

"For general information about Rutgers University, please dial 732/932-4636. To reach computing services, you can dial 732/445-2296. If you have a computer, modem and Internet access you can access the Rutgers University Libraries home page at: http://www.libraries.rutgers.edu . At any time you may return to the previous menu, by pressing the * KEY."

1 - 1

"The following building hours are for Spring Semester, February 8 to April 29, 2000. For Alexander Library hours, press 1. For Library of Science and Medicine hours, press 2. For Douglass Library and Kilmer Library hours, press 3. For other New Brunswick libraries, press 4. Library hours are also available on the Rutgers University Libraries website at http://www.libraries.Rutgers.edu "

1 - 1 - 1

"Alexander Library hours are:

Monday to Wednesdays, 8 am-2 am
Thursdays, 8 am-1 am
Fridays, 8 am - 9 pm
Saturdays, 10 am - 6 pm
Sundays, Noon - 2am"

1 - 1 - 2

"Library of Science and Medicine hours are:

Mondays to Thursdays, 8 am - Midnight
Fridays, 8 am - 9 pm
Saturdays, 10 am - 6 pm
Sundays, Noon - Midnight"

1 - 1 - 3

"Douglass and Kilmer Library hours are:

Mondays to Thursdays, 8 am - 1 am
Fridays, 8 am - 9 pm
Saturdays, 10 am - 6 pm
Sundays, Noon - 1 am"

1 - 1 - 4

"New Brunswick science libraries hours (excepting Alcohol Studies) are:

Mondays to Thursdays, 8:30 am - Midnight
Fridays, 8:30 am - 9 pm
Saturdays, 10 am - 6 pm
Sundays, Noon - Midnight

Please call Alcohol Studies Library at 732/445-4442 for their current hours.

Art Library hours are:

Mondays to Thursdays, 9 am - 10 pm
Fridays and Saturdays, 9 am - 5 pm
Sundays, 1 pm - 10 pm

The hours of the Science and Engineering Resource Center are:

Mondays to Thursdays, 8 am - 1 am
Fridays, 8 am - 9 pm
Saturdays, 10 am - 8 pm
Sundays, Noon- 1 am

School of Management and Labor Relations Library hours are:

Mondays to Thursdays, Noon - 7:30 pm
Fridays, Noon - 5 pm
Saturdays, 10 am - 6 pm
And CLOSED on Sundays"

1 - 2

"For directions to the Alexander Library from the New Jersey Turnpike, press 1. For directions to Alexander from Route 287, press 2. For directions to the Library of Science and Medicine from the New Jersey Turnpike, press 3. For directions to the Library of Science and Medicine from Route 287, press 4. For directions to the Douglass Library, press 5. For directions to the Kilmer Library, press 6. Maps and directions are also available on the Rutgers University website http://www.rutgers.edu


1 - 2 - 1

"Traveling to the Alexander Library from the New Jersey Turnpike. Take Exit 9. After toll booths bear to the right; follow signs for "Route 18 North - New Brunswick." Proceed along Route 18 North past exit for Route 27 and take the exit marked "George Street-Rutgers University." At the top of the exit ramp bear right onto George Street. Follow George Street to the end, then follow signs for Huntington Street. Proceed onto Huntington Street. Go to the first light at the intersection of Huntington Street and College Avenue. Turn left onto College Avenue. Alexander Library is on the left-hand side of the street."

1 - 2 - 2

"Traveling to the Alexander Library from Route 287. Take Exit 9 "River, Road, Bound Brook/Highland Park." Proceed East on River Road toward Highland Park until you reach the fifth traffic light at the intersection of River Road, Metlars Lane and Route 18. Turn right at River Road traffic light onto Route 18 and cross the Raritan River on the John Lynch Memorial Bridge. Stay in the right lane and take the first exit which is marked "George Street - Rutgers University, New Brunswick, Route 27." At the traffic light at the top of the exit ramp, turn right onto Huntington Street, then turn left at the first traffic light onto College Avenue. The library is on the left-hand side of the street.

1 - 2 - 3

"Traveling to the Library of Science and Medicine from the New Jersey Turnpike. Take Exit 9. After toll booths bear to the right and follow signs for "Route 18 North - New Brunswick." Continue along Route 18 North past the exits for "Route 27" and "George Street - Rutgers University" and proceed over the Raritan River on the John Lynch Memorial Bridge. On the other side of the river proceed straight at the traffic light onto Metlars Lane. At the first traffic light make left onto Davidson Road. Follow Davidson Road through to where it turns to the left. You will now be at a stop sign at Bevier Road. Turn left onto Bevier Road. The Library of Science and Medicine is ahead of you in the second parking lot on the right after this turn."

1 - 2 - 4

"Traveling to the Library of Science and Medicine from Route 287. Take Exit 9 "River Road, Bound Brook/Highland Park." Proceed East on River Road toward Highland Park until you reach the fifth traffic light at the intersection of River Road, Metlars Lane and Route 18. Turn left onto Metlars Lane. At the first traffic light make a left onto Davidson Road. Follow Davidson Road throught to where it turns to the left. You will now be at a stop sign at Bevier Road. Turn left onto Bevier Road. The Library of Science and Medicine is ahead of you in the second parking lot on the right after this turn."

1 - 2 -- 5

"Traveling to the Douglass Library from Route 1. Turn off at exit marked "Route 18 North-New Brunswick". Proceed along Route 18 North. After the first traffic light, take the exit marked" George St." and "Cook/Douglass Campus only". The exit ramp becomes George Street directly on the Douglass Campus near the Rutgers Arts Center and Hickman Hall. Continue on George Street until the second traffic light and make right onto Chapel Drive. Douglass Library is second building on the right."

1 - 2 - 6

"Traveling to the Kilmer Library from Route 287. Turn off at Exit 9 (Formerly Exit 5) "River Road, Bound Brook, Highland Park". Proceed east on River Road toward Highland Park until you reach the fifth traffic light (approximately 3.4 miles) at the intersection of River Road, Metlars Lane and Route 18. Turn left onto Metlars Lane. At the first traffic light make a right onto Avenue E. Proceed .8 miles. The library is a brown brick building with a parking lot behind it, located on the left side of Avenue E."

1 - 3

"For assistance with borrowing, your library record, barcode or PIN number, please consult the Rutgers University Libraries home page, http://www.libraries.rutgers.edu . Click on "Ask a Librarian" for access to the "Frequently Asked Questions" page. For those who do not have Internet access and to speak with a library staff member, press zero.

1 - 3 - 1

[These calls are "Call Forwarded" to (routes to hunt group: 445-3854 (at LSM) and then 932-9411 (at Douglass))]

1 - 4

"For other questions press 4. Please stay on the line, if you are calling from a rotary phone."

1 - 4 - 1

[These calls are "Call Forwarded" to 732/932-5427 or 732/932-7509]

Footnote: Please refer to the following publication for technical matters concerning the message board:
Bell Atlantic, Premium Message Board: A Bell Atlantic Voice Messaging Service. March 1998; SSI#700-247-452.

V. Message Board/Telephone

A conversation on 2/15/00 with John Whyte, Associate Director of Telecommunications (RU Telephone Office-732/445-7456), yielded the following:

Item Vendor Cost (One-Time) Cost (On-Going)

20 member
Message Board RU $120 $120/month
$1440/year
Installation of new telephone
line, 932-LIBS
(932-5427) Bell Atlantic $200 $17.20/month
$206.40/year
AT&T MLX-10 AT&T
Telephone handset $340

Addition of line, Bell Atlantic
932-5427 to
Alexander Info Desk
Telephone handset $100
Data line RUNet 2000

Phone jack RUNet 2000
Totals $760 (One-Time) $1646.40 (On-Going)

VI. Query Protocol

Queries handled personally by NBCTS are expected to be of a general nature and the time given to each caller to be 5 minutes or less. Callers requiring in depth help will be asked to make an onsite visit.

Informational: IRIS holdings; other "general" … use resources such as the ones listed below.

Subject specific: refer to RUL Research Guides or Finding Aids; make referral
To "Ask a Librarian"; make referral to subject specialist (email address or
Phone number)

Special collection: refer to NBL/RUL department or unit … use telephone numbers which connect to a person and not an automated message board.

VII. Training

New Brunswick Libraries Information Services will appoint an ad hoc training group to review resources and procedures for NBL information assistant training. Existing training materials as listed in the next paragraph will be utilized as needed. NBCTS will be one of the first beneficiaries of the ad hoc committee's work.

Currently available training materials include the Information Services Training
Guide compiled by Scott Hines and Laura Mullen (http://nbl.rutgers.edu/training_guide_versions.htm), the Common Knowledge Database (CKDB) (http://scc01.rutgers.edu/ckdb/search.cfm), the RUL home page (http://www.libraries.rutgers.edu/ ) including the Electronic Ready Reference Shelf (http://www.libraries.rutgers.edu/rul/rr_gateway/e_ref_shelf/e_ref_shelf.shtml) as well as other appropriate resources. It is assumed that NBCTS staff training will match the service being provided.

VIII. Opening Day Staffing

Staff Title(s) Total Hours/Year Hourly Wage Cost (On-Going)

Information
Assistants, 2 1175 hours/year $8/hour $5000 *

* Explanation:

The current calculation is that we need 1,175 additional staff hours per year; at $8.00 per hour this would cost us $18, 800.00. However, the team believes that the NBCTS staffing budget only requires an additional $5000 of new funding. Calibration with Alexander Information Desk hours and staff, and some reallocations of staff and voucher funds among NB libraries will enable NBCTS to make up the difference.

NBCTS Librarian
(Librarian V or
Higher) to be appointed from existing staff

Action Item: weekly IA schedule for NBCTS (I. Caparros & T. Tate)

IX. Hours of Service - NBCTS

Note: Although not listed, it is anticipated that there will be central telephone service during summer sessions. See Appendix I for further detail regarding staffing.

First Three Weeks of Spring or Fall Semesters:
M-Th F Sa Su
9a-9p 9a-5p 12n-6p 12n-8p

Total Hours per week: 34

Spring or Fall Semester:
M-Th F Sa Su
9a-9p 9a-5p 12n-6p 12n-8p

Total Hours per week: 34

Spring Break:
M-Th F Sa Su
9a-5p 9a-5p Closed Closed 1st Sunday; 12n-5p 2nd Sunday

Total Hours per week: 21

Spring or Fall Exam:
M-Th F Sa Su
9a-9p 9a-9p 12n-5p 12n-8p

Total Hours per week: 37

Winter Recess:
M-Th F Sa Su
9a-4p 9a-4p Closed Closed

Total Hours per week: 14

End of year Intersession:
M-Th F Sa Su
9a-5p 9a-5p Closed Closed

Total Hours per week: 16

· Total estimated hours per year = 1175 per IA

X. Equipment and Staffing for Opening Day -- Budget

Item Vendor Cost (One-Time) Cost (On-Going)

1. Information
Assistants, 2 1175 hours/year $8/hour $5000 *

2. NBCTS Librarian
(Librarian V or
Higher) to be appointed from existing staff

3. 20 member
Message Board RU $120 $120/month
$1440/year
4. Installation of new telephone
line, 932-LIBS
(932-5427) Bell Atlantic $200 $17.20/month
$206.40/year
5. AT&T MLX-10 AT&T
Telephone handset $340
(may recycle an SCC
handset )

6. Addition of 932-5427 button to Alexander Info Desk
Telephone handset $100

7. Data line (2 existing) RUNet 2000

8. Phone jack (1 existing) RUNet 2000

9. 1 computer/task chair $350

10. 2 desk lamps $60 X 2 = $120

11. Carpentry and drop holes RU $200 estimated

12. 2 computer pcs RU computer store
for information/ Level 1 (recommended by A. Butman)
reference use Gateway $1509 X 2 = $3018 NB Technology Team's budget
to be charged (M. Kesselman)

13. 2 Glare screens Staples $35 estimated X 2 = $70

Totals $4518 (One-Time) $6646.40 (On-Going)

XI. Implementation Timetable

April 20, 2000 … final report accepted by NB Information Services Group

May 2000 … final report distributed to NBL faculty

May - June 2000 … new equipment ordered; phone service installation

June - July 2000 … test message board and revise message content as needed

August 2000 … test full NBCTS service

September 2000 … NBCTS fully operational

Fall - Winter 2001 … monitor NBCTS for additional staff and equipment needs

Summer - Fall 2001 … marketing campaign if necessary

XII. Evaluation

NBL Information Services Team will be reviewing information/reference statistics and revising forms. NBCTS will follow standard procedure and utilize necessary forms. Regular reporting on NBCTS service will be made to NBL Information Services Team and NBL faculty.

XIII. Telephone Directory Listings

NBL Information Services Team will review the telephone listings for the New Brunswick libraries in Bell Atlantic's New Brunswick telephone book, as well as the 2000 Rutgers Faculty Staff telephone directory. In addition to the inclusion of the NBCTS number - 932-LIBS (932-5427), other editorial changes will be recommended as necessary. Any changes will be brought to the NBL faculty for discussion and approval.

XIV. Marketing

NBL Information Services Team will discuss the need for appropriate marketing after NBCTS has been operational for at least one semester. Appropriate media such as, Rutgers INFO, articles in The Daily Targum, The Agenda, and printed brochures or bookmarks will be considered.

XV. Acknowledgment

The chair wishes to thank all current telephone team members for the long hours of work they contributed to the planning and writing of this report. The telephone team is excited about the imminent implementation of our vision for central telephone information service in the New Brunswick Libraries.

Appendix I

Information Desk & Telephone Service Hours
Schedule beginning Fall Semester, 2000

Fall Semester
Tuesday, September 5 - Thursday, December 14, 2000
Note: Double staffing from 11 a.m. - 4 p.m. on Monday through Friday, and Sunday.

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 9 p.m.
9 a.m. - 9 p.m.
9 a.m. - 5 p.m.
Noon - 6 p.m.
Noon - 8 p.m.

Thanksgiving
Thursday, November 23 - Sunday, November 26, 2000

Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 5 p.m.
Closed
9 a.m. - 4 p.m.
Noon - 6 p.m.
Noon - 8 p.m.

Fall Exam Period
Friday, December 15 - Friday, December 22, 2000

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 9 p.m.
9 a.m. - 9 p.m.
9 a.m. - 9 p.m.
Noon - 5 p.m.
Noon - 8 p.m.

Winter Recess
Saturday, Dec. 23, 2000 - Monday, January 15, 2001

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 4 p.m.
9 a.m. - 4 p.m.
9 a.m. - 4 p.m.
Closed
Closed

Spring Semester
Tuesday, January 16 - Monday, April 30, 2001
Note: Double staffing from 11 a.m. - 4 p.m. on Monday through Friday, and on Sunday

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 9 p.m.
9 a.m. - 9 p.m.
9 a.m. - 5 p.m.
Noon - 6 p.m.
Noon - 8 p.m.

Spring Recess
Sunday, March 11 - Sunday, March 18, 2001

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 5 p.m.
9 a.m. - 5 p.m.
9 a.m. - 5 p.m.
Closed
Closed 3/11
Noon - 5 p.m. 3/18

Spring Exam Period
Tuesday, May 1 - Wednesday, May 9, 2001

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 9 p.m.
9 a.m. - 9 p.m.
9 a.m. - 9 p.m.
Noon - 5 p.m.
Noon - 8 p.m.

Commencement Intersession
Thursday, May 10 - DAY BEFORE SUMMER SESSION BEGINS, 2001

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

9 a.m. - 5 p.m.
9 a.m. - 5 p.m.
9 a.m. - 5 p.m.
Closed
Closed

Summer Session
EXACT DATES NOT KNOWN June - August 2001 Hours to be determined

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

Summer Intersession
EXACT DATES NOT KNOWN August - September 2001 Hours to be determined

Mon. - Wed.
Thursday
Friday
Saturday
Sunday

Closed
Closed

I. Caparros
ISC 4/19/00



 
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