Support & Training Services Report: April 2007

Aleph Version 17 Upgrade

• Summary Holdings – we currently have enough volunteers to work with. Thanks to those that have volunteered.
• Inventory – we have received more than enough volunteers to work on testing inventory in version 17. SBJ was the first library to volunteer. Only one library was desired to begin this process. Both SMU and IHC volunteered as well. If testing beyond this first initial library is needed we will call on our other two volunteer libraries. Thanks!
• Circulation:
  • We have had ExLibris confirm that tab 34 which defines specific replacement costs by call number, collection, etc., has a limit of 200 lines. If this limit is exceeded, incorrect charges will occur on bills for replacement cost. This was SI #8192-45251.
  • We haven’t yet received an answer from ExLibris on SI #8192-48193 however; Al Rykus has copied error messages from error_eng/check_hold_request to www_f_heading. Now we are seeing the correct error messages in the web OPAC for errors that occur when a hold is being placed.
• Z39.50 Gate: This is now configured correctly for use in the Aleph GUI Client. Z39.50 access has always been available from the WebOPAC. Now it accessible in both WebOPAC and GUI Client. The University of Minnesota Libraries are currently available as access points in the client. We are working on making Library of Congress accessible. To search these libraries from the client they do need to be in your Libraries Manager/Bases for Search.

Aleph Training

• Currently there are no training sessions posted.
• Check out the following link from the PALS homepage for a full listing of training offerings and links to registration forms http://www.abcsignup.com/view/view_month.asp?as=16&wp=112&aid=PALS.
• Individual invitations will be sent out each time we add a new session to our offerings.

Consortium of MnPALS Libraries User Groups

• MnPALS User Groups held at St. Cloud State University were well attended with 160 participants.
• Thanks to the MnPALS User Group Conveners for planning the days.
• We appreciate those who took the time to fill out the Evaluation form. This input will be used as we begin to plan the Fall 2007 MnPALS User Groups. These meetings will be held October 11 & 12, 2007 at Minnesota State University, Mankato.
  

PALS Support Center

• Inventory documentation has been updated to reflect the new download site for Percon program. Check out Answer number 3043 for the updated document or from the PALS Support Center choose MnPALS then Inventory, search for “Inventory Documentation”
• New choice added in sub-product drop down list. On the “Ask a Question” tab there is a new sub-product choice available under MnPALS. We have added a choice called Reports, the intent is that libraries will use this when providing feedback on proposed canned reports or requesting custom reports. Request for assistance with existing services/reports should still be logged with the module the service is running under.
• Customer Satisfaction Survey - Currently investigating turning on the feedback feature of the support console. What we are interested in is a closed incident survey to provide us with input for how we can improve the service we provide. This feature of RightNow is tied to the Marketing section of the software. Kyle and Frank are working with RightNow Technologies to figure out how we might have access to this feature. We need to wait until version 8 to use it. It’s possible that we may need to use another tool to administer a customer satisfaction survey if we can’t get this worked out.
• Version 8 Upgrade – The upgrade to version 8 of RightNow is on schedule for May 14-16. There will be no impact on the end-user interface during the upgrade. Only the staff client will be affected. Agent training is scheduled for May 15 for everyone in the PALS office.
  

SLE Training

Synchronous Learning Expert Certification. This nationally recognized, multi-certificate program from InSync Training will teach you how to design and facilitate live online training that maximizes engagement, collaboration and learning.

This program is perfect for the experienced trainer looking to expand their in-person training expertise to online training as well as those new to training who need to learn the facilitation and design skills necessary to deliver live online training that makes a difference.

The SLE program includes three certifications:

• Synchronous Facilitation - includes keeping your audience engaged, team teaching and disaster recovery. 6 sessions
• Synchronous Design - includes creating collaborative exercises using whiteboards, chat, application sharing, breakout rooms and web browsing. 7 Sessions
• Capstone - includes application of learning styles theory, training evaluation and implementing training programs in your organization. 3 Sessions

Questions?