feast 2015
TRANSCRIPT
Ryan Buller
University of Denver
One-on-One Emergency PreparednessSimplifying Emergency Training for Staff
Presented by: Ryan Buller, University of Denver
The Question that started it all
• What would you do right now if the fire alarm were to go off?
Factors to Consider
• Who is your audience
• What topics need to be addressed
• Working within the framework of your institution
Audience• Who is this directed towards
• Librarians• Para-professional full-time staff• Para-professional part-time staff• Student Workers• Volunteers
• Different Audiences will require different approaches• Must think about expectations for different positions
in the same type of emergency
Topics• Identify areas of need
• What are people unsure about?• What is administration concerned about?• What are you concerned about?
• Are there areas the staff want training on?• What areas?• Why these specific areas?
• Confusion on topic• Topic hasn’t been covered• They disagree with the approach
Framework• Use your library’s Emergency Documentation as
the framework for your training.
• Not trying to reinvent the wheel
• Just want to simplify
• Make it easier to remember/recall
Assessment
• What worked well• Possibly re-use that approach for future training
sessions
• What didn’t work well• Make adjustments to how you approach a topic next
time
• What needs to change• Change it!
Elizabeth Salmon &
Joe AmeenUniversity of California
Merced
Library Services: IT Express Creating a single service point through interdepartmental collaboration
Elizabeth Salmon, Access Services LibrarianJoe Ameen, Library Services ManagerUniversity of Merced, California
UC Merced Library
Small Research University (6,268 students)Opened in 2005First graduating class 2009
Library service points operated by student employees
Help Desk
Library Services Desk
IT Express
Expansion of the Library Services Desk to incorporate an IT customer service point
IT Services offered:
• Wireless, printer, VPN setup
• Email configuration
• CatCourses (LMS) support
• Browser troubleshooting
• Computer driver updates
• Software installation
• Opportunity to offer additional services and build new partnerships
• Additional public computer, printing, wireless & VPN support
• Highly visible IT service point in a high traffic location
• Increased responsiveness and reduced referrals
Project Snapshot
Oct 2014
Nov-Dec 2014Soft launch
1/21/15Implementation
May 2015Apr 2014
Planning & SetupService plan &
philosophyDesk install
Furniture selectionBranding
Pre-project
AssessmentUse statistics
7q. survey
Project ConceptionCampus CIOLibrary AUL Jan 2015
Nov-Dec 2014
Planning & SetupService plan &
philosophyDesk install
Service Plan
• Staffing & hours• IT services• Shared services• Equipment• Training• Supervision & workplace expectations• Communication plan• Training & resource documentation• Assessment plan • Marketing & outreach• Service philosophy
Challenges & Solutions
Differing departmental priorities & service philosophies
– Increase group training opportunities– Increase opportunities for collaboration
Mishandled communication between students & supervisors
– [email protected] distribution account created
Problems with IT off-site supervision– Standardize workplace expectations– Create office space for IT supervisors
Ongoing Challenges
Working together to define boundaries– Trying to be a good host
Superficial understanding across departments
– Need to learn more about services and service levels, current projects, departmental stressors
In Hindsight...
• Focus on getting top-down, bottom-up interdepartmental buy in
• Create a shared vision & defined goals• Identify effective assessment
measurements
Usage & Feedback
IT Express Stats 1/21- 5/6/15663 users
– Printing support: 26.9%– Public computer support: 24.6%– IT Express services: 48.6%
User Feedback Survey (In Progress)– Agree the Library is a convenient location to
seek IT assistance: 84.4%– Mean satisfaction for quality of service (1-7):
6.71
Looking Ahead
• Integrated customer service training• Provide additional workspace for IT
Express supervisors• Look for ways to fully integrate
services• Expand scope of IT Express services• Develop a stronger assessment
strategy
Kristine Ferry
University of California Irvine
Goals
• To support the student assistants in their work and academic careers at UCI
• To develop excellent workers for the UCI Libraries
• To provide student assistants with skills they can use once they graduate and move on to their professional lives
Requirements
• Complete 9 workshops during the school year (Fall, Winter, and Spring)
• Attend mandatory orientation session
• Complete surveys for the workshops that require it
• Complete final survey of the overall program
Examples of workshops
• Oral Presentation: Best Practices & Multimedia Tools
• Proper Handling and Storage of Library Materials• Customer Service Training• EBSCO• Intro to Video Production and Editing• Communication/Assertiveness Training• Mediation Skills
What participants said
the advisors are what made this special
it was fun!
a great program
A bump in pay would be nice
with just one workshop I was hooked
Congratulations!
More information: http://sites.uci.edu/librarystars/
Teresa Doherty
Virginia Commonwealth University
ILLiad and Alma learn to play well together
… and our patrons are the winners
In technical terms
VCU Libraries repurposed a plug-in developed for NCIP integration between ILLiad and Aleph for borrowing and lending functions in ILLiad.
In layman’s terms
We created a way to connect ILLiad and Alma so patrons can see all their loans (from us and other libraries) through one account.
Before this connection
Patrons had to log into ILLiad to see what they borrowed from other libraries.
Patrons had to log into MyLibrary to see what they borrowed from us.
Result: confusion for patrons and library staff.
After this connection
image owned by Allie Brosh; Hyberbole and a Half
Patron view of all loans in MyLibrary
Staff view of patron loans in Alma
Lending ILL items in ILLiad
Staff in Resource Delivery Services
● borrows an item from another library
● checks it in through ILLiad (loans to patron)
● ILLiad creates a brief bib record and sends data to Alma
Pushing data to Alma
Staff in Resource Delivery Services
● places a hold request for this item on the patron’s account in Alma
● checks it in through Alma (sends “item is ready” email)
● sends the book to the hold shelf for pickup
Loaning through Alma
Staff in Information Services
● pulls the item off the hold shelf for patron
● checks the item out to patron in Alma, using the transaction number as item barcode
● sends the due date information to patron
More details...
Patrons have to use ILLiad to request a renewal.
Information Services staff cannot renew an ILL item in Alma.
Courtesy notices are sent via ILLiad, not Alma.
Returned ILL items are not checked in through Alma.
Caveat
I am not a programmer.
I use Alma; I do not use ILLiad.
For technical questions, contact:
Shirley Thomas (ILLiad) [email protected]
or
Tom McNulty (Alma) [email protected]
Code is available
https://github.com/vculibraries/alma-ncip
Whitney Vitale&
Hui-Fen ChangOklahoma State
University
IT TAKES A VILLAGEEmpowering Student Workers
Through A Blended Tiered Reference Training Program
Whitney VitaleHui-Fen Chang
Oklahoma State University Library
A tale of two service points…
Once upon a time at OSU Library
There was a traditional reference desk
and…
…a traditional circulation desk.
The Circulation & Information Desk
Reference Training to the Rescue
• Co-taught by Reference and Access Services Librarians
• Held in Spring 2015
• Three 1 ½ half hour sessions
• 14 student assistants (mostly returning workers)
Learning Outcomes
After attending training, the student assistants will:
1. Become competent in providing basic reference services
2. Feel confident conducting reference interviews
3. Get to know the reference librarians and their respective subject specialties
Collect them ALL!
Librarian Profile Cards
Buzzzzzzzzzz…Call a Librarian!
Modeling Basic Reference Tools
• Catalog searching
• General subject databases like Academic Search Premier
Reference Role-Play Scenarios Patron:
I was wondering if you could help me find the book “Childhood Obesity” by Joan Han. Your website says
you have it.
Reference Assistant:
Of course, where on our website did you find out about this book?
Patron:
I used the orange search box in the middle of the page.
Reference Assistant:
Okay, great. I think you searched through our BOSS search engine. I’m just going to pull up that record in that search screen again, so I can show you where to find the book. (Pulls up the record for Childhood
Obesity by Joan Han).Is this the item you were looking for?
Patron:
Yeah, that’s it! How can I find it?
Reference Assistant:
Well, first let me just tell you that this is actually an article, not a book. This article is actually available through the Library’s online holdings. So you can pull up the full-text by
clicking this button. (Shows the patron how to find the full-text online)
And they lived happily ever after…
• Students are more confident in answering reference questions
• Smoother referrals between the two tiers
• Student assistants become better public service agents
To Be Continued…
• Reference training every semester
• Expand program to new content areas
• Built-in reference “refreshers”
• Add asynchronous components
• Make more time for hands-on components
David McCaslin
CalTech
PublishOn
Demand
Service
Why PODS?
Change in theses binding service
Seen as an opportunity
What are our options?
The Machines
What do we offer?
Theses (hardcover
& paperback)
Book repairs
Self-published works
Reprints
Departmental Reports
Pricing• Printing price long
established • Binding charge based
on:• Cost of materials• Staff time
*Varies on number of lines of text on cover
Promotion
• Libguide http://libguides.caltech.edu/pods
• Show & tell with Development and Marketing & Communication departments – Spring 2014
• Show & tell with Faculty/Students – Soon
And?
April 2014 – April 2015
• 370 Departmental reports/projects• 121 theses (hardcover/paperback)• 57 Repairs• 3 Self published works• 1 Reprint
More?• Questions?• Interested in seeing PODS in action?• Have a project in mind?
David McCaslin
626-395-6412
OR
626-395-6437
Shameless PlugDistinguished Achievement in Access Service Award• Sponsored by Generation Fifth• $500, citation, & registration to the
Annual Access Services Conference @ Georgia Tech Nov. 11-13, 2015
• Nominations should include:– Nominee’s contact info– Background on career in libraries– Description of contributions and
special accomplishments in Access Services related to the three evaluation criteria
– Self-nominations do require a supporting letter from a colleague
Access Services Conference Support Staff Travel Scholarship• Sponsored by Access Services
Conference• Travel funding, registration to
conference, & citation• Nominations should include:
– Nominee’s contact info– Background on career in libraries– Description of achievements in
field of access services– Describe how attending
conference might be beneficial
Email nominee information or Q’s [email protected]
Amanda Kramer &
Andrea VassarWashington College
Disability Services Triage for Access Services Librarians
ALA FEAST 2015
About Us
• Liberal Arts; Eastern Shore of Maryland
• Student population ~1,400• 10% come through Office of
Academic Skills (our Disability Services)
• Library is “gateway” to OAS office• Small school = multiple
responsibilities for librarians and OAS director
What are we seeing?
• Librarian + OAS = Partnership• Physical
– Sensory, mobility, chronic medical, temporary (like broken bones) challenges
• Mental– Anxiety, depression, learning disorders,
ADD/ADHD, traumatic brain injury, ASD challenges
What are we doing?
• “Triage” Strategy–OAS referral–Watching for signs –Tips and tricks–Refer – don’t diagnose!
What else are we doing?
• Website and collection revamp• Working with visual impairments
• Working with ASD• Working with Universal Design
What we’ve learned …
• Being aware of the resources – IMPORTANT!
• Being aware of the student … EVEN more important!
Talk to us
Andrea Vassar, Director of Disability Services and the Office of Academic Skills
Amanda Kramer, Director of Access Services at Miller Library
Denise O’Shea
Montclair State University
Access Services in the Garden State
Denise O’Shea, Head of Access Services & Systems, Montclair State University
Let’s Circulate
http://www.aaroads.com/northeast/new_jersey001/nj-036_wb_at_gsp_sb.jpg
Hot Topics
• 24/7 Services• Inventory• Study rooms• Food• Delivery
Services• Copyright
Presentations
• Rutgers Space Management Database
• Collaboration• Staff
Development• Universal
Borrowing
http://tinyurl.com/RUspace-mgt
Future
• Survey• Listserv• 2016 meeting• Sessions and
posters at regional conferences
http://farm5.static.flickr.com/4138/4909213666_84e1a4dfa0.jpg
Rameka Barnes
Texas A&M University
Paul Sharpe
University of Missouri – St. Louis
Questions??