STAFF RESOURCES

New Brunswick Libraries Centralized Telephone Service (NBCTS)
Final Report - November 1999
DRAFT

Team Members:
Benjamin R. Beede
Ilona Caparros
Emily Fabiano
Michael Giarlo, Technical Consultant
Linda Langschied
Laura B. Mullen
Patricia A. Piermatti, Team Leader
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 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 service are:

  1. Improve information service
    1. establish a NEW, single NBL point of contact for telephone reference;
    2. enhance and improve accuracy and reliability of telephone reference through centralized training
  2. Improve human resources utilization-
    1. use of a centralized NBL telephone reference number;
    2. centralized training;
    3. improve utilization of staff subject expertise through email reference

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:

  1. Factual information about RUL, such as hours, services and policies, directions to libraries and availability of parking, lending policies, etc
  2. Holdings information
  3. Assistance in the use of IRIS and other electronic resources, including remote access use of Rutgers Request Service, interlibrary loan and self service
  4. Information about other RUL web site documents
  5. Assistance in locating individuals or particular departments

As necessary, appropriate referrals will be made to individuals or RUL units to provide callers with more extensive answers.

Recommended Service Scenario:

NBCTS Information Pathway Step 1

Telephone call to 732/932-LIBS (932-5427) from either inside or outside callers to Rutgers University.

NBCTS Information Pathway Step 2

Call answered immediately by recorded message:

"You have reached the Central Telephone Service of the Rutgers University Libraries in New Brunswick.

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 and to speak with an Information Services staff member, press 4

For general information about Rutgers University, please dial 732/932-4636. To reach the Rutgers University Computing Services Information Center, please dial 732/445-2296. If you are calling after our normal service hours, please try the New Jersey Nightline number 1-800/922-2233. If you have a computer, modem and Internet access you can go the Rutgers University Libraries home page at http://www.rutgers.libraries.edu for detailed information about library collections and services.

To listen to this message again, press 9.
To return to a previous menu, press O (zero) at anytime.

If you are calling from a rotary phone please hold on.

[After the caller has pressed 1, the following takes place.]

NBCTS Information Pathway Step 3

The following hours are for the period September 22 to December 8, 1999.

For Alexander Library (College Avenue) building hours, press 1.
For Library of Science and Medicine building hours, press 2.
For Douglass and Kilmer Libraries building hours, press 3.
For other New Brunswick science libraries building hours, press 4.

[1-1]

The Alexander Library (on the College Avenue Campus) building hours are:
Mondays through Wednesdays, 8 am to 2 am
Thursdays, 8 am to 1 am
Fridays, 8 am to 9 pm
Saturdays, 10am to 8pm
Sundays, Noon to 2 am

[1-2]

The Library of Science and Medicine (on the Busch Campus) building hours are:
Mondays through Thursdays, 8 am to Midnight
Fridays, 8 am to 9 pm
Saturdays, 10 am to 6 pm
Sundays, Noon to Midnight

[1-3]

The Douglass and Kilmer Libraries building hours are:
Mondays through Thursdays, 8 am to 1 am
Fridays, 8 am to 9 pm
Saturdays, 10 am to 8 pm
Sundays, Noon to 1 am

[1-4]

Other New Brunswick science libraries building hours are:
Mondays through Thursdays, 8:30 am to Midnight
Fridays, 8:30 am to 9 pm
Saturdays, 10 am to 6 pm
Sundays, Noon to Midnight

To repeat this message, press 9.
To return to the previous menu, press 0.

[After the caller has pressed 2, the following takes place.]

NBCTS Information Pathway Step 4

For directions to the Alexander Library from the New Jersey Turnpike, press 1.
For directions to the Alexander Library 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.

[2-1]

Directions to the Alexander Library; from the New Jersey Turnpike (North or South).

Turn off at 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"(approximately 2.6 miles from Turnpike). 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. (You will know you are on Huntington Street when you see the Rutgers Police Department on the right hand side). Go to 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.

[2-2]

Directions to the Alexander Library; from Route 287 (North or South).

Turn off at Exit 9 (formerly Exit 5) "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 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.

[2-3]

Directions to the Library of Science and Medicine; from the New Jersey Turnpike (North or South).

Turn off at Exit 9. After toll booths bear to the right; 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. (Approx. 3.7 miles) 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.

[2-4]

Directions to the Library of Science and Medicine; from Route 287 (North or South).

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 left on 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.

To repeat this message, press 9.
To return to the previous menu, press 0.

[After the caller has pressed 3, the following takes place.]

NBCTS Information Pathway Step 5

[Patron seeking help with borrowing, their library record, barcode or PIN number … is having their call routed to Alexander Circulation: 932-7851.]

[After the caller has pressed 4, the following takes place.]

NBCTS Information Pathway Step 6

[Patron with other questions and who wishes to speak with an Information Service staff member … is having their call routed to the Alexander NBCTS desk (932-7509?).]

It is recommended that the NBCTS staff refer to the Information Services Training Guide compiled by Scott Hines and Laura Mullen (http://nbl.rutgers.edu/training_guide_versions.htm), the Common Knowledge Database (http://scc01.rutgers.edu/ckdb/search.cfm), the RUL home page (http://www.libraries.rutgers.edu/ ) as well as other appropriate resources.

IV. Implementation

Implementation of the NBCTS is dependent upon the following:

A. Location

The NBCTS home location will be the Alexander Library Information Desk.

B. Hours

Ideally the hours of the NBCTS should parallel those of the Alexander Library Information Desk.

C. Equipment, space and staffing …

NBCTS “Opening Day” equipment, space and staffing (ESS) needs are to be determined by Alexander Library Information Services staff and the NB ISSG. Future ESS needs are dependent upon expected growth of the NBCTS service.

Note: “Opening Day” technical issues such as the appropriate number of telephone “trunk” lines to support 732/932-LIBS (932-5427) are the responsibility of Bell Atlantic, Lucent Technologies, and RU telecommunications personnel. See the October 1998 Telephone Survey (http://www.rci.rutgers.edu/~piermatt/telephone_survey_nbl_october98) (EXEL format) for useful statistics.

D. Directory Listings

Initiation of a centralized telephone service requires alterations in the telephone listings for the New Brunswick libraries in Bell Atlantic’s New Brunswick telephone book, as well as the Rutgers Faculty Staff telephone directory. Users of the service need to be referred to the new central number 932-LIBS (932-5427) through primary sources which they consult to call the libraries; these directories are the primary sources. The library listings have been reviewed and revised and are included in Appendix 1.

Note: The RU Faculty/Staff Directory was revised winter/spring 1999; it is a calendar year publication. A revision to reflect installation of voicemail in NBL units needs to be done fall/winter 1999/2000.

New Brunswick directory has November to October coverage so we can assume that changes are solicited during the summer.

E. Implementation Schedule

1. suggested timetable is the following:

July 1999 … NBCTS Task Force completed preliminary report

Fall 1999 … NBCTS discusses operations with Alexander Library’s local operations liaison (NB Information Services)

Fall and Winter 1999/2000 … speak with Michael Giarlo, LSM AUDIX technical consultant about NBCTS matters. Meet with Bell Atlantic, Lucent and RUL telecommunications representatives as necessary to implement NBCTS service.

November/December 1999 … prepare draft of final report … Allow review by NB Libraries Director and revise as needed.

December 1999 … present final report to NB ISSG and NB Library Faculty.

Spring/Summer 2000 … Order necessary equipment and supplies and establish NBCTS service as part of Alexander information services.

V. Resource Requirements

A. We propose that NBCTS be staffed by fully trained, service oriented information assistants.

B. Technology requirements … consultation with representative(s) from Bell Atlantic, Lucent Technologies and RU Telecommunications, etc.

VI. Evaluation

A. NBCTS service statistics will be kept NB

B. Oversight of NBCTS will be provided by the local operation liaisons from Alexander Library and other NBCTS units

C. Reports on NBCTS service will be made regularly to NB library faculty

Appendix I

NEW BRUNSWICK-EDISON AREA
BELL ATLANTIC TELEPHONE BOOK

REVISED LISTING
RUTGERS UNIVERSITY LIBRARIES

July 1999

Rutgers, The State University ….

Libraries University -

 INFORMATION      …………………… 932-LIBS  (932-5427)
 Library Hours ………………………….. 932-LIBS   (932-5427)
Administration …………………………   932-7505

Alcohol Studies Library      ……………  445-4442
Alexander Library -
    Access Services      .....................…....   932-7851
    Copy Center        …………………….. 932-7940
    Government Publications
         Information    ....………………….. 932-LIBS (932-5427)
Annex  ………………………….. 445-2089
Art Library  ……………….... 932-LIBS (932-5427)
    Access Services      ............................. 932-7739
Chang Library           ………………….. 932-LIBS (932-5427)
    Access Services      ............................. 932-0305
Chemistry Library ……………… .. 932-LIBS (932-5427)
    Access Services      ............................ 445-2625
Douglass Library       …………………. 932-LIBS (932-5427)
    Access Services      ............................ 932-9411
East Asian Library ……………….. 932-7161
Kilmer Library          ………………… 932-LIBS (932-5427)
    Access Services      .........................   445-3613
Library of Science and Medicine
     Access Services     ..........................  445-3854
    Copy Center ……………………… .. 445-2269
    Government Publications
        Information  ……………..    932-LIBS  (932-5427)
Mathematical Sciences Library
     Access Services     .......................... 445-3735
     Information            ........................  932-LIBS (932-5427)
Music Library ……………………….  932-LIBS (932-5427)
     Access Services    ..........................  932-9783
Physics Library
     Access Services     .......................... 445-2500
     Information           .......................... 932-LIBS (932-5427)
Special Collections & Archives     …… 932-7510
 

1999 RUTGERS FACULTY/STAFF DIRECTORY

REVISED LISTING
LIBRARIES, UNIVERSITY

July 1999
 

New Brunswick-

 INFORMATION …………….  932-LIBS (932-5427)
 Library Hours   …………………… 932-LIBS (932-5427)
 Administration ……………   932-7505

CENTER OF ALCOHOL STUDIES LIBRARY,
  Head, Penny Page ……………   445-4442

ARCHIBALD S. ALEXANDER LIBRARY,
   Access Services       .....................   932-7851
  Collection Services ……………   932-7388
  Government Publications
 Information   …….............  932-LIBS (932-5427)
  Information ……………………   932-LIBS (932-5427)
  Periodicals ……………………   932-7388
  Reserve, Graduate  ……………… 932-7851,    X139
  Reserve, Undergraduate    ……… 932-7851,    X111
  Shipping and Receiving    ………   932-7920

ANNEX ……………………  445-2089

ART LIBRARY,
   Access Services    .......................  932-7739
   Information …………………… 932-LIBS (932-5427)
   Librarian, Halina Rusak……..    932-7739
   Reserve ………………………    932-7739

CHANG LIBRARY,
   Access Services   ...................    932-0305
   Information   ………………..    932-LIBS (932-5427)
   Librarian,  Rebecca Gardner     932-0305, X114
   Reserve   ………………………  932-0305

CHEMISTRY LIBRARY,
   Access Services  .....................  445-2625
   Information   ………………… 932-LIBS (932-5427)
   Librarian, Howard Dess…..     445-3526
   Reserve  ……………………     445-3526
 
 

MABEL SMITH DOUGLASS LIBRARY,
  Access Services    .....................  932-9411
  Administrative Staff  …………  932-9346
  Collection Services    …………  932-9731
  Information     ………………… 932-LIBS (932-5427)
  Media    ……………………..     932-9023
  Music   ………………………    932-9783
  Periodicals   …………………    932-9561
  Reserve   …………………….    932-9446

EAST ASIAN LIBRARY,
   Librarian, Nelson Chou  ……  932-7161
 
KILMER LIBRARY,
   Access Services   ..................   445-3613
  Administrative Staff  ………    445-3611
  Collection Services    ………    445-3620
  Information ……………….   932-LIBS (932-5427)
  Media Services    ……………  445-4685
  Reserve    ……………………  445-3613

LIBRARY OF SCIENCE AND MEDICINE,
    Access Services    ...............   445-3854
    Administrative Staff   …….   445-3850
   Collection Services    ………  445-2887
   Copy Center  ………  445-2269
   Government Publications
      Information     ...................  932-LIBS (932-5427)
   Information   ………………   932-LIBS
   Periodicals    ………………   932-3856
   Reserve  ……………………  445-3854

MATHEMATICAL SCIENCES LIBRARY,
   Access Services ....................  445-3735
   Information   ……………       932-LIBS (932-5427)
   Librarian, Sylvia Walsh  .       445-3735
   Reserve  …………………      445-3735

MEDIA SERVICES,
   Librarians   ……………..       445-4685

BLANCHE AND IRVING LAURIE MUSIC LIBRARY,
   Access Services   ..............      932-9786
   Collection Services     …...      932-9786
   Information   ……………       932-LIBS (932-5427)
   Media     …………………      932-9023
   Reserve  …………………      932-9786
  

PHYSICS LIBRARY,
   Access Services    ............      445-2500
   Information   ……………      932-LIBS (932-5427)
   Librarian,  Howard Dess …  445-3526
   Reserve  ……………….        445-3526

SMLR LIBRARY
   Director, George Kanzler  … 932-9513
   Reserve  ……………….        932-9513
 


 
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