The Broerplein, heart of the University of Groningen, with the University Library to the right

This is the annual report of the University of Groningen Library for 2011, a year in which the library underwent many changes. An evaluation report on the library’s new organizational structure was published, as well as an integrated collection plan – a mammoth piece of work from the two sectors involved in collection building. At the end of 2011, the Library conducted a Customer Satisfaction Survey within the University. The results of the survey will lead to further improve the level of quality and accessibility of services to which the Library’s target groups are accustomed.

The Library made the news as a result of unexpected mildew in the stacks, the release of the lipdub film, and the introduction of extended opening hours from 1 January 2012.

The vision document ‘Bibliotheek in beweging’ was approved, and sets out the direction for the Library in the years to come. The publieksversie [public version] of the vision document is available for consultation.
The Library has prioritized a number of policy choices from the vision document.

• ‘Optimization of work processes within the University of Groningen Library’ had high priority, and was overseen with the expertise of a professor and postdoc from the Faculty of Economics and Business of the University of Groningen.
• ‘External communication: how does the Library reach its users?’ focused on streamlining all external communication from the Library to its user groups within and outside the University.
• ‘Redesign of public amenities in the Library building’ was implemented in the autumn of 2011 with the aim of remodelling the public services offered in the Library in order to make them more customer-oriented, efficient and future-proof.

In 2011, a large number of sector-wide working groups were initiated within the Library. The Library received funding for three multi-year IT projects:

• Discovery Tool
• Library support for e-readers
• Learning Grid

The relocation of the Library of Philosophy from the Faculty of Philosophy to the fourth floor of the University Library was completed at the beginning of April. The Faculty has converted its former library into a modern facility with study places and flexible workstations.
The Library has succeeded in realizing the required cost savings (more than €300,000). Staffing cutbacks were continued, and freed up resources for collection-building. This required a great deal of flexibility on the part of staff members. We can be proud that the Library ended the year with a positive financial result.

Clustering
In 2011, the decision-making took place regarding the temporary deployment of a cluster librarian for the Faculty of Law, the Faculty of Arts and the three faculties at the Zernike campus.

In the context of the changing financial position of the Library, the working group ‘Clustering Scenarios’ (Financial Planning and Budget, Property and Investment Projects and Library) was asked to produce a report setting out possible savings based on the cost carriers for accommodation, staff and exploitation. The ultimate aim is to continue the annual transfer of funds (€ 115K) from the staffing budget to the collection-building budget in the coming years. The report will describe various scenarios, focussing on the physical clustering of specialist libraries and a reduction in the number of locations. The Library envisages that the number of locations will eventually be reduced to two cluster libraries: a City Centre Library in the main Library building and a Zernike Library in the EBR/WN library. This is our preferred scenario. Decisions with regard to the Central Medical Library (CMB) are made by the UMCG.

Marjolein Nieboer
Director/Librarian

Concentration

With the 2011 Customer Satisfaction Survey, the University Library assessed the perceptions of its users – staff and students of the University – with regard to the importance and image of the library, and their level of satisfaction. The survey was conducted following the reorganization of the Library in 2008-2009. It included questions on new developments, such as the introduction of a learning grid in the main Library building.

The response rate for the survey was good. More than 3,500 respondents returned the questionnaire to the Library. At the beginning of 2012, the results of the survey were set out in an evaluation report for the Board of the University (which commissioned the survey) and for the Library’s internal use. The Library organization hopes that the survey results will enable it to align its services even more closely with the wishes of users. The survey will be repeated in 2013.

In the Law Library

Annual Report of the University of Groningen Library

Text:
Frank den Hollander
Gretha Landman
(unless stated otherwise)

Photography:
Pieter Dol
(unless stated otherwise)

Design and technology:
Floris de Jonge, designer

Questions/comments:
communicatie-bibliotheek@rug.nl

28 november 2011: presentation of the first Open Access-News letter to Sibrand Poppema

On 28 November 2011, director Marjolein Nieboer presented the first Open Access Newsletter to Siebrand Poppema, President of the Board of the University. The newsletter is published three times a year as a supplement to the Innovatieflits. Copyright librarian Esther Hoorn writes the newsletter together with editor Ronald Vermeer, who also produces the Innovatieflits on behalf of the Transfer Liaison Group.

• De laatste Open Access Nieuwsbrief

At the beginning of May 2011, active mildew was discovered in the second phase of the stacks. This section of the stacks in the basement was immediately declared ‘out of bounds’. Staff and users were informed. Lending from this part of the collection was immediately halted. Returned books from the affected area were packed and stored separately from the rest of the collection. Humidity and temperature measurements revealed a high level of humidity. Three dehumidifiers were installed to bring humidity down to an acceptable level. DocumentenWacht, an external specialist company, was called in to assess and advise on the situation.

Their advice confirmed that the appropriate measures had been taken. We were also advised to conduct an architectural survey and mould testing, and the company gave advice on storing and cleaning the collection in the area concerned.
Further investigation showed that the mould type did not constitute a direct risk to the health of staff.

The architectural survey revealed that there were problems with the rainwater drainage – water had penetrated the cavity wall and other sections of the building. These problems were discussed with the architect of the University Services Department and subsequently resolved.
The architectural problems were dealt with by the University Services Department. The lead flashing in the cavity wall was repaired. The water drainage in the inner courtyard was improved. The soiled green glass was removed and roofing (of the section containing the stacks) was restored where necessary. Drainage has improved. The structural work is now complete.

The mildew has stopped, due to the dehumidifiers. The mildew has now turned to dry powder. The area has been cleaned by hand, in particular the books and shelving. Returned books from the affected part of the collection, which had been packed and stored separately, have been cleaned and returned to the stacks. The cleaning work is now complete.

The filters in the ventilation and air-conditioning systems have been replaced. While this was being done, it was discovered that two valves were set in the wrong position. This has been corrected, and the temperature in the affected area has improved as a result. This work has also been completed.

The problem has been dealt with. The remaining question is how to prevent mildew in future. The advice is as follows:

• It is important to monitor temperature and humidity. This is now done by staff working in the stacks. Temperature and humidity are measured and recorded every day. The University Service Department is looking into the possibilities for the remote monitoring of temperature and humidity. This investigation will be completed in 2012.
• Dust. Keeping the amount of dust to a minimum is essential in preventing mildew. Quotations have been requested for cleaning the stacks.

The quotations are for the University Library stacks and the stacks at the Zernike Complex. After decisions are taken on the quotations, a policy will probably be formulated for the cleaning operation. The work will be completed in 2012.

Albert van der Kloet
Head of Internal Servicesk

Staffing the service desks of the General and Special Collections (GSC) department is an ongoing problem. There were two GSC service desks on the 2^nd floor, in the General Reading Room and the Periodicals Reading Room. In the context of the reorganization, the MT decided to close one of the desks on the second floor. A working group was appointed to look into the advantages and disadvantages of closing either of the desks. After considering all the arguments, the decision was taken to close the service desk in the General Reading Room with effect from 4 April 2011. All the work processes and document flows relating to this desk have been transferred to the Periodicals Reading Room.
The issuing of audiovisual materials and materials that cannot be borrowed, as well as admission to the viewing area, have also been transferred. Reservations for study carrels on the second floor are now dealt with by Reception. in line with the procedure for reserving carrels on the third and fourth floors.

Jan Herman Veldkamp

In 2011, the Library Infrastructure Development and Management department introduced the FogBugz bug-tracking system.

Aim

• To improve the service to internal and external customers by means of structured problem management and problem-status information.
• To improve monitoring of suppliers by maintaining a more accurate overview of reported problems.
• To record the frequency of, and throughput time for common problems.
• To build a knowledge base of known problems and solutions, so that the department is less dependent on the presence of experts.

Decision path for FogBugz

A number of systems were tested by a group of future users. The preference was for systems already in use at the University of Groningen. FogBugz was eventually chosen for its ease of implementation. It would have taken four months to implement the competing system, plus several scheduled days for configuration and instruction, involving the whole department. It took one person an hour to request and implement FogBugz.

Test period

The plan for the trial was to start with a small group of users, and use the system to record only the issues relating to LBS. A decision would be made on the basis of the trial. The response was so rapid and enthusiastic, that all manner of other projects and users were included in the trial. There was no longer any doubt as to whether FogBugz would be given the green light.

The situation at the end of 2011

The system has become an indispensable part of the department’s work flow. FogBugz is used within OBB to deal with various incoming questions and problems – 60 per week, on average. The top problem-solver is Peter van Rees. The OBB department now has a system that enables it to carry out tasks in a professional manner. The implementation process was virtually stress-free.

Jan Herman Veldkamp

Study landscape at the spot of the former Philosophy Library

In the spring of 2011, the Library of Philosophy was moved from the Faculty to the fourth floor of the University Library. The decision to relocate the library facility was taken jointly by the boards of the Faculty and the Library. The Faculty, which has grown considerably in recent years, was faced with a shortage of work space for staff and meeting rooms for students. Staffing the service desk was a problem for the Library. The relocation of the Library of Philosophy freed up space at the Faculty, providing better-equipped working space for students.

By coincidence, the Library of Philosophy had been updated at the end of 2011. This meant that the decision could be quickly taken to transfer the collection as it stood. The Library of Philosophy ’s shelving system and call numbers were retained, with minor modifications. The collection was unavailable for only a few days during the relocation. The existing collection in the Reading Room first had to be updated, and duplicate books removed. The call numbers of this collection did have to be amended. It was not possible to complete the merging of the two collections before the end of 2011.

After almost a year, despite the sense of loss, the change is viewed as positive. Staff from the Faculty of Philosophy have found their way to the service desk of the nearby Library of Theology and Religious Studies, with which the Library of Philosophy now forms a single functional unit. This is also where inter-library loan (ILL) requests are dealt with. In the study area at the Faculty, there is a small reference library for students and a cabinet with compulsory literature.

Jacob van Sluis

The specialist librarian is the contact person, now that the Faculty of Philosophy no longer has the library service desk as a point of contact. Online resources have been provided for this purpose: the LibGuide, a blog that serves as a virtual shop window for presenting acquisitions and, every so often, a newsletter. Obviously there should still be scope for maintaining personal contact, for example by visiting the Faculty regularly for brief discussions, to consult the books that remained at the Faculty, or to collect post. It is important for the specialist librarian to attend PhD ceremonies, inaugural lectures, receptions and lectures in order to keep up with the Faculty’s main themes and interests. Informal chats on such occasions are often very informative.

Dr Jacob van Sluis