ASSESSMENT REPORT

FOR

USF Libraries

(Administrative or Educational Support Unit)

08/99 – 06/01 08/31/01

(Assessment Period Covered) (Date Submitted)

Intended Administrative or Educational Support Objective:

NOTE: There should be one form C for each intended objective listed on form B. The intended unit objective should be restated in the box immediately below and the intended objective number entered in the blank spaces.

__1__ Provide quality remote access to the resources of the USF Virtual Library for students, faculty, and staff including adequate technical support.

First Means of Assessment for Objective Identified Above:

__1__a. Means of Unit Assessment & Criteria for Success: Technical support questions received at Reference and Information Desks, by telephone, and through the Virtual Library online technical support e-mail will provide adequate support for remote access.

__1__a. Summary of Assessment Data Collected: Upon review, it was determined that many inquiries focused upon connectivity problems, particularly relating to proxy setup. These inquiries required time and expertise beyond what has been available at the Public Services Desks.

__1__a. Use of Results to Improve Unit Services: A proposal was developed and initiated which provided for an additional staff to provide focused technical support assistance in person, by telephone, and through e-mail.

Second Means of Assessment for Objective Identified Above:

__1__b. Means of Unit Assessment & Criteria for Success: A user profile has been set up for each inquiry forwarded to the Technical Support person which will provide information regarding patron environment and requirements; specifics regarding the connectivity/technological problem; and the ultimate resolutions. This information will also provide additional areas for continuous improvement in this area.

____b. Summary of Assessment Data Collected: It was determined that the primary support requests involved individual computer configurations, and the continued need for proxy setup assistance. The staff allocated to this technical support was not adequate in time scheduled. Additional support was indicated.

____b. Use of Results to Improve Unit Services: The technical support for remote Library users is referred to Academic Computing Help Desk staff, in addition to continued general support from the Library public services desks. The online help screens for proxy set up have been revised for easier utilization.

Third Means of Assessment for Objective Identified Above:

____c. Means of Unit Assessment & Criteria for Success:

____c. Summary of Assessment Data Collected:

____c. Use of Results to Improve Unit Services: