1. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
WORKING WITH SIRSIDYNIX
SIRSIDYNIX STAFF| 27 OCTOBER 2010

2. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THE NEW AND IMPROVED SIRSIDYNIX
• LRM objectives
• Support objectives
• Sales objectives
• Services, SaaS, the APAC team
• Product enhancements and Strategic Partner Program

3. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
AMANDA CARLSON, INGA BOZIER, ZICHUN LIU
27 OCTOBER 2010

4. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THE TEAM
NORTH AMERICA
• Kathi Adams
• Pam Arnold
• Sonia Brown
• Janet Klutho
• Vera Maeser
• Julian Terry
• Lisa Witteman
• Mary Beth MacDonald
EMEA & APAC
• EMEA:
– Neil Dalley
– Nicki Lake
– Luisa Zenobi- Bird
– Maite Villacastin (Spain)
– Mario Werner (Germany)
• APAC:
– Inga Bozier
– Amanda Carlson
– Zichun LiuJim Wilson: LRM team support
Berit Nelson: Vice President, Library Relations

5. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Zichun Liu
Brief Bio:
Based in Melbourne, qualified Librarian
with over 15 years experience in the
library industry
Previous Roles Include:
Manager, Client Care China
Project Management
Training and Sales Consultant
Hobbies/Interests
Reading
Cooking
Beer brewing
Science and discover
Travel
Sports

6. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Amanda Carlson
Brief Bio:
Based on the Gold Coast, supported libraries
from ICT side of the fence for over ten years
Previous Roles Include:
Solution Analyst
Application Development and Support
Client Care / Training Consultant
Library Systems Administrator
Hobbies/Interests:
Libraries
Reading
Motorbike (Triumph Speed Triple)
Travel
Chocolate

7. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Inga Bozier
Brief Bio:
Based in Sydney, qualified Librarian with
over 20 years experience in the library
industry
Previous Roles Include:
Network Coordinator
Reference Librarian
Children and Youth services Librarian
Hobbies/Interests
Travel
Photography
Libraries
Jewellery making
Kayaking

8. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
• Maximize customer’s current technology investments.
• Organize internal resources to ensure SirsiDynix provides
excellent services during complex customer projects.
• Represent customers and their specific needs internally as
they impact technology roadmaps and future service
offerings.
• Engage with customers, keeping them up-to-date on
SirsiDynix plans, upcoming training, user-group meetings,
conferences and other opportunities for customers to learn
and participate.

9. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
• Working closely with you to ensure you get the very best out
of our product and service suite for your environment.
• Working closely with your Sales Consultant, ensuring your
sales needs are met.
• Working closely with the Implementation Team to ensure all
projects deliver required outcomes.
• Working closely with the Client Care Team to ensure priority
cases are handled quickly and efficiently.
• A point of contact for any questions or concerns you have

10. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
WWW.SIRSIDYNIX.COM/RELATIONS

11. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CLIENT CARE
SUSANNE STRONG, CHRIS BERRY | 27 OCTOBER 2010

12. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT: WIN-WIN-WIN
OBJECTIVE
• Eliminate reasons for contacting SirsiDynix Support
1) Get it right the first time
2) Provide effective self-service resources
3) Mutual learning with each contact
4) Analyze root causes, provide internal feedback,
and promote ownership

13. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT:
FUNDAMENTALS
• Global Customer Support reorganized, growth in Provo
• Our Goals:
– 50% of cases resolved the same day they are opened
– 20% improvement in time to resolve cases
– 10% reduction in number of cases opened
– Clear escalation process
• How these changes are benefitting customers:
– Quality and productivity improvements
– Global perspective on customer issues
– Expanded days and hours of coverage

14. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT: RESULTS
• Positive indicators of progress
– 41% of cases are resolved same day
– 80% of cases are resolved within 5 days
– Reopen rates are the lowest of past 2 years
– Customer satisfaction scores rising over past three months
• Published Support contacts and escalation paths
• Weekly case survey reviews

15. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT: HELP US HELP
YOU
• For down Production ILS or OPAC issues ALWAYS call, and speak directly
with a support person to get immediate attention
• Open, and document, complex cases online . Then place a call to Support
if you feel the need to (have your case number available)
• Expressing your level of urgency regarding a case can help insure the
proper response from Customer Support
• Don’t hesitate to escalate if you feel your issue isn’t understood or isn’t
being addressed appropriately
• If we “close” a case and the issue isn’t resolved to your satisfaction then
please reopen the case and consider escalating it

16. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ONLINE SUPPORT CENTER
COMING
SOON!
COMING
SOON!

17. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CONTACTING SUPPORT
Australia:
Toll Free: 1800 882 400
+61 (3) 8851 3500
New Zealand:
+64 (9) 9209650
Time Zone City Hours
Critical Care: ALWAYS OPEN!
UTC/GMT 20:00 – 06:00
UTC -6* Provo, UT 14:00 - midnight
UTC +8 Beijing
Hong Kong
Kuala Lumpur
Perth
Shanghai
Singapore
Taipei
04:00 – 14:00
UTC +10 Brisbane 06:00 – 16:00
UTC +10:30* Adelaide 06:30 – 16:30
UTC +11* Melbourne
Sydney
Canberra
08:00 – 18:00
UTC +13* Auckland
Christchurch
09:00 – 19:00
* Observing Daylight
Savings as of 27 October

18. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Customer Support – A Company Wide Priority
• Tier 2 Support - ENGINEERING
• Task Forces
• Team comprised of Engineering and Client Care Members
• Currently have teams in place for Symphony/eLibrary,
Horizon, Enterprise, Director’s Station
• Symphony Maintenance Team
• Dedicated development resources to help with escalated
cases – patches, patch clusters and bug fixes

19. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SALES, SERVICES AND THE APAC TEAM
RICK BRANHAM| VP GLOBAL ACCOUNTS & ALLIANCES

20. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SALES TEAM UPDATES
• New APAC Sales Director
– Rick Branham
• New Product Specialist
– Katy Willcock
• New representatives
– Shaun Brady
– Mark Pace
• New Inside Sales role
– Melanie Chin

21. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
OFFICE UPDATE
– We’re moving to Melbourne CBD in November
– Elizabeth and Collins

22. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
AT YOUR SERVICE
• All SirsiDynix Services Offerings are available to APAC customers
• Data Services
– Bibliographic analysis, cleanup, upgrade
– Authority control cleanup and ongoing processing
– Deduplication
• Consulting Services
– API training
– Customization (APIs, Web Services, e-Library/Enterprise)
– SureStart, SureSailing
– System Review, Workshops
• Training Services
• Migration Services

23. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
STRATEGIC PARTNER PROGRAM & THE
ENHANCEMENT PROCESS
PAUL MOXON | VP, PRODUCT MANAGEMENT

24. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SIRSIDYNIX STRATEGIC PARTNER
PROGRAM
• SirsiDynix wants to work very closely with user groups,
customers, distributors, and 3rd
party vendors as ‘development
partners’ on an ongoing basis.
– This is different from the product beta programs which are
activated on a release-by-release basis.
• No continuity of partners across releases, no ‘relationship
building’ with key customers
• No input and advice on product direction and design from
strategic customers
• To be successful, the Strategic Partner Program will require
mutual time and resource commitments from SirsiDynix and the
participating partners.

25. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
ALL PRODUCTS – MANY INITIATIVES
• SPP: The overarching program with well defined and pre-announced
Initiatives.
• Initiative: Each Initiative will have potentially new or different or the
same members as other initiatives.
• Partners: User Groups, Customers, 3rd
Party Vendors, and
Distributors

26. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
BENEFITS TO PARTICIPANTS
• Direct interaction with the SirsiDynix Development, Software
Test, and Product Management teams.
• Previews of product requirements and designs, product
demonstration, early access to code, and access to ‘early
release’ products.
• Input into product design – especially UI usability design.
• Quarterly webinars run by SirsiDynix Engineering, covering
product roadmap, future direction, product features, early
previews, etc.
• Direct influence the product’s evolution, in accordance with
your needs.
• Participating in the future product roadmap.

27. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
UPCOMING INITIATIVES
• Consolidated Public Interfaces (Medley)
• Patron Mobile Apps (Medley)
• Staff Mobile Apps (Medley)
• Web Services (Symphony)
• RDA/FRBR (Horizon and Symphony)
• K-12 Learner Success (Symphony)
• Symphony Automation (Upgrades and Configuration)
• Horizon

28. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CURRENT ENHANCEMENT PROCESS

29. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CURRENT ENHANCEMENT PROCESS (Cont’d)
• Idea posted to appropriate Enhancement Forum
• Forum-based discussion of merits of idea
• Roughly once per year, forum moderator asks community to
vote on all submitted ideas
• Top 5 suggestions from each forum submitted to SirsiDynix
for consideration
• Wait…but don’t hold your breath
• When the next set of Release Notes are published…
– Check to see which submissions made the cut and were
included in the release

30. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ENHANCEMENT FORUMS
• Current Enhancement Forums will be moved to new Customer Support
Site
• Forum Moderators will test drive new IdeaScale enhancement submission
software as means of tracking and entering high priority enhancements
• If all goes well, IdeaScale will ultimately be used by entire customer base
for enhancement tracking and entry
• IdeaScale offers:
– Easy, web-based interface
– Administrator, Moderator and Submittor Roles
– Organization by Topical forum with additional filters by status and
tags
– Full Text Search

31. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ENHANCEMENT FORUMS
• IdeaScale offers:
– Easily determined status
– Import/Export Options
– Various voting options
• No fixed voting periods
– Follow favorites
– Social network integration

32. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST

33. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST

34. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST

35. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
ENHANCEMENT PROCESS CHANGES
• IdeaScale Improves:
– Tracking items
– Customer view of status
– Entry, update, voting needs
• Forum Moderators will submit highly ranked forum items
directly into active Strategic Partner Program initiatives for
immediate review
• Enhancement process will be ongoing; ideas will be submitted
into active SPP initiatives on an ongoing basis and feedback
loops will be shorter
• SirsiDynix anticipates a focused release after 3.4 that will
allow the process to be tested

36. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
BENEFITS
• Year-round voting on ‘active’ suggestions
– Easy to see which are most popular
• Visibility into enhancement status
– Active – Comment and vote
– Under Review – Submitted and waiting for feedback
– In progress – Currently being implemented (for next release)
– Completed – WooHoo!
• Immediate feedback on enhancement submissions
• Enhancements focused on active development activities (via
SPP initiatives)

37. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THANK YOU