2016-04-27 Meeting notes

5-10 min.

Roll call and introductions

Sheila

• See attendees

10-20 min.

Update on strategy and interviews so far, see Google Doc

Sheila/Kieran

• different institutions are organized differently in many cases, which could effect service management models across the community

• Service Models might be a good contribution to the community - what is a service model, and what are some examples

• RACI matrix is an important tool for determining roles

• We want to compile best practices documents and models that can be useful for the community - maybe form a working group?

10-20 min.

Brainstorm on Goals listed above

all

• What are people hoping to get out of the Service Management group?

  • Hannah likes the targeted interviews idea to help form good questions for a survey - needs to be a well designed survey

  • Getting to know the other people who are facing similar challenges and successes in digital library service management

  • Having a group that you can reach out to and share ideas, bounce ideas off of

  • Afternoons preferable

  • Strong need to connect with people at other institutions with a similar role

  • Community of practice

  • Useful community contacts online and knowing which conferences to go to, where we could be connecting and consulting with the broader community

  • Trying to understand how we as service managers can meaningfully interact with other interest groups

  • Struggling with how service managers contributions can feed back into development in core code base

  • Disconnect with service managers, UX people, and developers - need to push direction a bit more - help devs understand on a deeper level how the tool/service is used

  • Helps to understand how other people how running their service

  • Challenge - helping people understand that once a product launches, it still needs attention, development, and service management/how to integrate ongoing development work

• Ideas for Hydra Connect

  • Session where people with established services share their methods - what does their model actually look like, what services, how much time does it take, how do they communicate with their groups, etc...

    • Panel discussion (maybe one person from a few different institutions)

    • concrete details about how services work at different institutions

    • hearing people describing their service models would be helpful

  • Other topics could come up based on panel discussions - unconference

    • For example, staffing is a common concern

    • Roles - for example product owner vs. service management

  • Potential Service Management dinner

5-10 min.

Next steps

all

• schedule regular standing calls (Thurs. @ 1pm Pacific Time - monthly - 2nd Thurs. of every month)

  • outlet for connecting with others

  • forum for talking about challenges and concerns or successes

  • taking notes and sharing with community

  • meeting model borrowing from dev ops - featured speaker - put on agenda

    • put a call out for volunteers (we want to encourage more conversation)

    • list off potential issues that people could talk about

    • what are the challenges?

    • what are some successes? (don't have to be related to challenges)

    • Potential volunteers - Sheila, Kieran, Leah and Sonya at least

    • Make sure people are welcome to talk regardless of where you are in the process/implementation

  • would it be useful to identify what other interest groups or activities are underway right now that we should be aware of, contribute to, etc.

    • Kieran is doing a survey of the Hydra community right now to get a feel for what's out there

    • Univ. of Alberta has an internal list to track their participation. Shared public list here: https://docs.google.com/spreadsheets/d/1q641Kju74PLuzzN1lrySIirrmyGwXNb-n5G3rGUk0Fg/edit?usp=sharing

      • have liaisons to other groups and have us report anything happening that impacts service management

• Report and ask about other groups at Partner Calls

• working group:

  • create "toolkit" of documents, checklist, etc

  • create "Service Models" documentation