Service Priorities
Library Systems aims to provide effective responses to all requests it receives. It is not possible to respond to and resolve each request immediately. We must allocate our time and resources according to the relative priority of all pending requests and projects. In assessing priorities we give first consideration to problems that impact the libraries' services to patrons. Next comes resolution of problems that affect library staff. The implementation of new systems, services, or features ranks below other tasks. In assessing the relative priorities, we follow these guidelines:
| Priority | Description | Response Time |
|---|---|---|
| One | Any problem which affects multiple public access stations, problems which prevent the circulation of library materials to users, or those that affect the availability of any critical resource for library users.
Other tasks within this priority include those that affect multiple tasks for multiple library staff. Examples might include a failed network server, an interrupted network segment, disruption of email delivery, or a problem which interrupts access to Unicorn. |
Immediate. All resources available used to report or resolve these problems as quickly as possible. |
| Two | A problem which affects a single task for multiple users ranks as a second priority task. This level of problem does not completely keep any given staff member from working since other applications are available. For example, if a group of users reports that no member of the group is able to use OCLC, although all other programs are functioning well, we consider it a second priority task. Problems that affect multiple tasks for a single user would be second priority. This type of problem prevents the person from doing his or her work. | Same-day response when possible. Problems in this category reported at the end of the day will be resolved the next day. |
| Three | We place problems that affect a single type of task for a single user into this category. For example, a library staff member might report that his/her word processing software is not functioning but that all other programs are operational. If the function affected is vital to the performance of his or her job, it will be ranked as a second level priority. | Five business days. While many of the problems in this category may be resolved within a day or even the same day, we may often need to delay our response to attend to higher priority requests. |
| Four | Requests for the installation of new hardware or software, the implementation of new systems or services, or enhancements to existing systems. Support for existing functions takes priority over requests for new ones. Fourth priority items can usually be scheduled in advance and implemented after less pressing tasks have been completed. | Requests in this category need to be scheduled as far in advance as possible. The response time for these requests will be negotiated with the libraries on a case-by-case basis. Many of these requests involve budget approval by department heads or from the Dean. |
Please address any questions about how Library Systems assesses priorities to Brian Melancon. We are always interested in feedback from library staff on this issue.
Last updated by Brian Melancon, Feb 2012
