Super Users at QinetiQ Judith Edwards European Unicorn User Group 13 September 2002 ©Copyright...
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Transcript of Super Users at QinetiQ Judith Edwards European Unicorn User Group 13 September 2002 ©Copyright...
Super Users at QinetiQJudith EdwardsEuropean Unicorn User Group 13 September 2002
©Copyright QinetiQ Ltd 2002
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Contents
1 What is QinetiQ?
2 Our staff training problems & opportunities
3 The Super User concept
4 Formal and informal training
5 Training and reference materials
6 Crib Cards
What is QinetiQ?
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What is QinetiQ?
• A (currently) wholly government-owned UK PLC, formed in
July 2001 from the major part of DERA, the British
Government's Defence Evaluation and Research Agency.
• Europe's largest science and technology organisation.
• 19 sites throughout the UK
• 9,000 staff
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QinetiQ Information Resources (IR)
• Serving QinetiQ staff in England, Scotland and Wales
from:
• 8 Libraries
• an Information Warehouse
• reading rooms at some sites
• Nearly 80 staff, of whom ¾ use Unicorn every day
• Over 800,000 title and 1m item records
• Also serve many Dstl and MoD staff
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QinetiQ and IR sites
Information Resources sites:
• Boscombe Down & Information Warehouse
• Farnborough
• Fort Halstead
• Haslar & Portsdown West
• Malvern
• Rosyth
• Winfrith/Bincleaves
Other QinetiQ sites
7Unicorn at QinetiQ
• DERA sites used separate CAIRS systems - merged into one Unicorn system
1998
• QinetiQ/Dstl systems duplicated and separated 2001 - still close co-operation
with Dstl Knowledge Services
• Using Cataloguing + Authority, Circulation, Accountability, Serials, Reports,
ILL (Acquisitions to be implemented)
• Management:
• System Administrator + Deputy
• Policy and procedure decisions by Operations and Senior Managers ...
• … after advice from Unicorn Super User Group (QUSUG)
Our problems & opportunities
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Our staff training problems ...
• Many widely dispersed sites
• Small numbers of staff at some sites
• Staff perform many functions
• Historical autonomy of sites
• DERA split into QinetiQ and Dstl
• Changing structure of Information Resources
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… and opportunities
• DERA split into QinetiQ and Dstl
• Changing structure of Information Resources
• Multi-skilled IR staff
• Established infrastructure:
• NT network
• Intranet
Unicorn Super User Group
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What are Super Users?
• Unicorn Super User Group
– a group of 7 experienced QinetiQ IR staff
– each specialises in a certain area of Unicorn
• Main roles:
– first contact for staff & customers with Unicorn queries & possible problems
– training library staff in Unicorn
– maintaining a Unicorn manual & training materials tailored to QinetiQ procedures
– recommending Unicorn solutions to procedural or policy issues
– testing new versions of Unicorn in preparation for upgrades
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Super Users - giving training & support
1. One-to-one training
2. Formal courses
3. Local site support
4. Remote support (mainly by telephone)
5. Training & reference materials on IR Forum:
– Crib Cards
– Unicorn Manual
– Work instructions
– Training handouts
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Formal courses
• ½ or 1 day
• In a purpose-designed training room
• On a particular module, e.g.:– Cataloguing
– Serials
– Reports
• Format:– Presentation
– Demonstration
– Practical exercises
15Training and Reference information on IR Forum
IR Forum - private area on Intranet
Private Super User area - mainly for work in progress
Public Super User area - mainly for Minutes of our meetings
Unicorn and Work Instructions folders:
•Crib Cards•Unicorn Manual•Work Instructions•Hints and Tips
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Crib cards
• To keep at the Library counter
• Aimed at:
– new staff
– staff unfamiliar with a particular task
• Brief checklist of how to do common tasks
• A5 format, laminated
• Not a replacement for the full Unicorn Manual!
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Crib cards on:
• Basic use of WorkFlows:
• How to search
• Toolbars
• Installing
• Circulation procedures: issue, discharge etc.
• Cataloguing different types of material
• Serials control procedures
• Requests and ILL procedures
• Reports
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Crib Card examples:
• WorkFlows navigation (4 x A5, 2 slides)
• Advanced searching (4 x A5, 2 slides)
• Routing serials - distribution lists (4 x A5, 2 slides)
• ILL receiving (2 x A5, 1 slide)
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A few conclusions
• Super User pros ...
– staff like the personal touch and “their own” SU
– tasks shared; relieves burden on SA
– team approach generates fresh ideas and discussion
• … and cons:
– difficult to find time for big tasks e.g. writing/updating Manual chapters
– travel to remote sites
• Crib cards are popular & useful but staff must be reminded they’re not always a substitute for the full Manual