Clothes may disguise a fool but his voice will give him away: the challenge of smart service delivery for off-campus students

Lowe, Deidre and Jeffries, Sandra (2004) Clothes may disguise a fool but his voice will give him away: the challenge of smart service delivery for off-campus students. In: ALIA 2004 Biennial Conference: Challenging Ideas, 21-24 September 2004, Gold Coast, Australia.

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Abstract

Serving remote clients is now one of the most challenging issues for almost all libraries, since our web, database access and other tools mean that physical access is far less necessary than ever before. This situation is even more critical at the University of Southern Queensland (USQ) where 80% of students are classified as 'off-campus' or external. In all likelihood, we will never see or meet these clients face-to-face. USQ's implementation of the DocEx system in 2004 provided a streamlined, integrated web requesting and document delivery service to our off-campus students. This paper explores the technologies and skills involved in the project, client and staff reaction, and project management issues encountered along the way. Advantages to date are documented, and future plans outlined.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Additional Information: Authors retain copyright.
Depositing User: epEditor USQ
Faculty / Department / School: Current - Division of Academic Services - Library
Date Deposited: 11 Oct 2007 00:32
Last Modified: 02 Jul 2013 22:35
Uncontrolled Keywords: DocEx, document delivery, external students, off-campus students, library project, remote client
Fields of Research (FOR2008): 08 Information and Computing Sciences > 0807 Library and Information Studies > 080706 Librarianship
URI: http://eprints.usq.edu.au/id/eprint/987

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