Scenario No. 7:
1a. For you BIO 4571 class, your professor has placed his personal copy of Insect-Plant Biology: From Physiology to Evolution, by Schoonhoven, Jermy, & van Loon on Reserve. Find this book that will reveal the mysteries of bugs and flora.
1b. For your HIS 4000, your professor has placed a personal copy of The Celts on Reserve. Find this book to reveal the mystery of these barbarians. The instructor is Valante.
1.c For your UCO 1200-114 class, your professor has placed a personal copy of 10 Ways to Change the World on Reserve. Find this book.
1d. For your UCO-1200-195 class, your professor has placed a personal copy of Diary of a Wimpy Kid on Reserve. Find this book.
Recommendations for Improvement:
Basic/Practical (easily and quickly implemented)
Higher Level (enhancements implemented over a longer period)
Number |
Task Completion |
Touch Points |
Ideas/ Suggestions |
Pain Points |
Emotions |
Moments of Truth |
7.1 |
Completed |
Circulation desk and on-line booking system |
Have the desk assistants just get the book (no need to look it up if we can’t retrieve it)
Pieces of paper to write the info on for desk asst. to find the book |
Had to look the number up but the library asst. had to get the book |
confused |
The student was not happy about the two step process. He had to look up the book himself and then giving it to the desk assistant to retrieve. |
7.2 |
Completed |
Library staff (John) and library web site |
Make it more known where to pick up books
Label desks – maybe put their purpose |
When I went to the Ref. desk
John helped me
On line reserve system |
Worried and apprehensive
Happy & good
Thumbs up & surprised that it was so easy |
Student didn’t know where to go to retrieve the print reserve. |
7.3 |
Completed |
Library staff On-line booking system |
None – library staff was nice and made the process easy |
No pain at all |
happy |
The student received good customer service |
7.4 |
Completed |
Library on-line reserve system Circulation desk staff |
none |
No pain |
Thumbs up happy |
The student received good customer service |
7.5 |
Completed |
Library staff Library home |
None |
Little confused when entered building |
Confused |
Student was uncertain about where to go to access the reserve readings |
Library Bridge Strategic Plan 2013-2015
Learning Objective 2.1, 3.1; Effectiveness Objective 5
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No data sheet available
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