VALA2008 Session 9 Kirkham

VALA Peer Reviewed PaperWRMS with legs: a customised approach to a work request management system

VALA 2008 CONCURRENT SESSION 9: Management Information
Wednesday 6 February 2008 14:35 – 15:05
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Barbara Kirkham

Librarian, Reference Services, State Library of Queensland

Peter Collins

Library Technician, Reference Services, State Library of Queensland

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In 2005, the State Library of Queensland began a project to design and implement an integrated system that could manage work requests from a single platform for units with diverse activities, including IT, facilities management, document delivery and reference services. The reward at the end of a comprehensive process analysis is a sophisticated work request management system, which has satisfied its original brief and demonstrated its capacity to adapt to organisational change. This discussion describes how the practical application of a system built on a call centre model has transformed the way the State Library manages its service and information transactions.