Techniques for Providing Outstanding Customer Service

Providing exceptional customer service should be one of the primary goals for all academic libraries. However, with the day- to- day interruptions, librarians sometimes forget all about customer service. By developing a Customer Service Task Force, Penfield Library has been able to develop a number of projects in the past two years to greatly improve its reputation. Such methods as surveys and small and large focus groups were conducted to determine what projects needed to be addressed. Tips and tricks to providing quality customer service in a small college/university library are also presented

Comparing model output with the <i>S. pneumoniae</i> and <i>C. jejuni</i> data, and a summary of divergence rates.

<p>For each data set, we simulated the Overlapping Habitats Model 20 times without overlap (A,D) and with the estimated overlap (B,E). A barrier representing the size of the overlap between the clusters was introduced at the 30,000th generation (dashed vertical line) after which the clusters diverged. The horizontal lines show for reference the within and between cluster distances in <i>S. pneumoniae</i> and <i>C. jejuni</i>. Simulated ecoSNP distributions with and without overlap, computed at the generation when the simulated between-cluster distance matched the observed value, are compared with the observed ecoSNP distributions (C,F). Panel G summarizes the simulated rate of divergence between the two clusters. Color scale shows the rate relative to clonal divergence, averaged over the second half of the simulation. (*the heatmap is based on the mutation rate in <i>S. pneumoniae</i>, and, therefore, the location of <i>C. jejuni</i> is modified by moving it to the closest contour line corresponding to the divergence rate estimated using its own mutation rate, for which results are shown in <a href="http://www.ploscompbiol.org/article/info:doi/10.1371/journal.pcbi.1005640#pcbi.1005640.s008" target="_blank">S7 Fig</a>)</p

Fitting the model to the <i>S. pneumoniae</i> data.

<p>The panels show parameter combinations that produce the observed distance in the data between SC12 and the rest of the population as a stationary condition in the <i>S. pneumoniae</i> data. The <i>proportion</i> specifies the proportion of the divergent sub-population of the whole population (1.6% in the data), and panels A-C show results for different values of this parameter. It can be seen that several parameter combinations produce the same distance distribution. A previously reported value of <i>r</i>/<i>m</i> (=11.3) is marked with the vertical dotted line, and it determines the amount of overlap (∼41%). The results seem insensitive to both the proportion of strains in the divergent cluster and the migration rate, and we used values <i>proportion</i> = 0.05 and <i>migration</i> = 0.5.</p

Motivation and the outline of the Overlapping Habitats Model.

<p>We model a situation where two species have overlapping ecological niches, and we assume increased competition and interaction inside the shared part (A). The Overlapping Habitats Model, outlined in B, assumes two types of strains, <i>A</i> and <i>B</i>, that live in habitats <i>a</i> or <i>b</i>, respectively. In addition, both types can live in the intersection of the habitats, denoted as <i>ab</i>. Type <i>A</i> strains can migrate between <i>a</i> and <i>ab</i> and type <i>B</i> strains between <i>b</i> and <i>ab</i>. Strain can only recombine with other strains in the same region of habitat space.</p

Population structures in <i>S. pneumoniae</i> and <i>C. jejuni</i> data sets.

<p>Distributions of pairwise distances computed between all strain pairs in the data sets (A,C), and the corresponding phylogenies (B,D). In the <i>S. pneumoniae</i> phylogeny (B), 16 previously identified sequence clusters are annotated as follows: the divergent cluster with red, 14 other monophyletic clusters with gray, and the remaining non-monophyletic cluster is not colored. Distances within and between these clusters are annotated in the distance histogram (A). Similarly, for <i>C. jejuni</i>, three clusters corresponding to separate branches of the phylogeny are colored with gray and one divergent strain with red (D), and the distances within and between these clusters are shown in the histogram (B). Annotation “Other” refers to within cluster comparisons as well as to distances between the non-colored strains and other strains.</p

Simulation results from the Overlapping Habitats Model.

<p>A-C: the evolution of distances within and between strain types in simulations with 10⁵ generations. The solid thin red and gray lines show the median between and within strain type distances in ten repetitions, and the thick lines show the averages across the repetitions. The dashed horizontal lines in B,C show the predicted equilibrium distances from the deterministic approximation; in A the deterministic model did not have a solution. D-F show distance intervals between 0.1th and 0.9th quantiles in one randomly selected simulation (two additional simulations are shown in <a href="http://www.ploscompbiol.org/article/info:doi/10.1371/journal.pcbi.1005640#pcbi.1005640.s002" target="_blank">S1 Fig</a>).</p

ROC curves for estimated networks under various scenarios.

<p>Under each scenario, 25 datasets were simulated. Lighter lines indicate the ROC curve for a particular replication, while the heavier lines indicate the mean ROC curve for a given scenario. The dashed line indicates the ‘no information’ ROC curve, where sources are guessed at random. It was assumed that the order of infection is known, such that individual has potential sources (meaning that guessing sources at random produces an ROC curve above the diagonal). TPR: true positive rate; FPR: false positive rate.</p

The development of diversity from an initial clonal population, using parameter estimates for <i>S. aureus</i>.

<p>The generation time was 30 per site per year, and we used an effective population size in the range of 50–5000.</p

A simulated infection network (A) is estimated using importance factors of (B) and (C).

<p>The color of edges represents the probability of their existence, while the color of each node represents the highest probability assigned to any its potential sources (thus red indicating near-certainty about the source of a node). Data were simulated with a mutation rate , transmission rate and removal rate .</p

Estimated transmission networks, based on periodical sampling of isolates.

<p>The true transmission chain begins with individual identified by the large red dot, and proceeds around the circle as directed by the black arrow. The first individual had a heterogeneous infection, with an expected pairwise distance of 5 SNPs. Each network represents a single estimate of a simulation, with edge weighting proportional to the relative probability of infectious contact, inversely proportional to the mean genetic distance between individuals. It was assumed that the order of infection is known, such that the th infection has potential sources.</p