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Training, Engaging & Motivating Student Assistants TEAM ILL: Christine Sisak Head of ILL/Serials Services Lynne Marus Serials/Interlibrary Loan Librarian Nazareth College Rochester, New York

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Slide 1TEAM ILL:
Lynne Marus Serials/Interlibrary Loan Librarian
Nazareth College Rochester, New York
Agenda • ILL at Nazareth College
• Training
• Motivating
• Engaging
1991
• Open 40 hrs week
week • 1 FT Librarian • 2.5 FT Support Staff • 40 Student
Assistants (250 hrs)
• 65 hrs per week (+ Sundays) • 2 FT Librarians
(split between ILL & Serials) • 18 Student Assistants • ILL Stats = 35,000 requests
ILL @ Naz: Who we are now
0
5000
10000
15000
20000
25000
30000
35000
40000
ILL Lend
1. Team Profile
St e
p 1
le
Who’s really on your team? • College aged -between 17 & 22 • First time away from home • First job • First time really getting to know a library inside and out
Step 2: Orientation to the Game
• First impressions are everything!
• Developing a positive attitude toward the library and the job.
• “Oriented workers do a better job and stay with the library longer than those who are not.”
Orientation
• Who will Train?
• The Grand Tour!
Step 3: Training & Development
Divide job into “have to know”: • Now • Soon • One of these days
Track your training Types of training
• Group • One-on-one • Peer-to-peer • Crib sheets, Training Videos, Tip of the Week
Advantages • Can engage in group activities/role play • Icebreakers • Fosters development of transactive memory systems among group members
• One session/less voice loss
Challenges • Info overload • Some of the team may get lost
Training & Development:
Advantages • Individualized • Hands-on • Ability to performance check • Immediate clarification
Challenges • Need to track closely who learned what • Number of Students X Training = Lots of Time • Loss of voice!
Tr ai
n in
• I know where you’re coming from
• Little to no librarian lingo
• More relaxed atmosphere, easier to ask a peer question
Challenges
Ex te
n d
in g
yo u
r tr
ai n
in g
• Combine visuals with texts
Extending your training: Tip of the Week
Clean out the copier scan
folder so you can find your
docs
ALERT!
to scan multiple pages.
Check it out! New
• Silly with the serious
1) When checking a borrowing item in a pop-up message states “the user is blocked”. What do you do?
a) Laugh and send the book back to the Lending library. b) Cancel the check-in process and give it to a supervisor. c) Override the block and process as normal. It’s just an ILLiad error.
Step 4: Simplify the Game! If I weren’t here tomorrow…
Is your workflow intuitive?
• Make your Office and ILLiad work for you & workflow friendly!
“Everything should be made as simple as possible, but not
simpler.” - Albert Einstein -
Organizing Office Space: How does your work flow?
1. Designate a starting point for all actions.
2. Where do they go next? 3. Where do they end?
Simplify the (ILLiad) game
a) Intuitive Pick-tickets
e) Custom Holdings
our students.. What is being requested
Shipping info
Intuitive slips
…let ILLiad remove the guesswork…
Note: Values for drop down are entered in the BillingShippingFees table in the Customization Manager. If you don’t charge for shipping, enter $0.00 in $$ amount
Add this to your Print Templates: «LenderAddresses_DefaultShippingMethodLoa» to «LenderAddresses_LibraryName»
Smart Addresses!
2-in-1 borrowing
NOTE *: Don’t skip crucial OCLC updating steps.
OPEN Shipping
Labels
Routing Rules can be used to skip steps you may be manually skipping right now.
“Mark Item Found”
“Item Shipped” Status
“Awaiting Shipping
Label Printing”
Upon updating to “Awaiting Shipping Label Printing” a routing rule moves them into “Item Shipped” status.
Rules to play by
Scanning one by one
Routing Rules can be used to skip labor intensive steps.
“Customer Notified via
“Checked out to Customer”
Upon clicking “Customer Notified via Email” a routing rule moves them into “Checked Out to Customer” status.
Or move automatically
• Cancelled by Customer (http://workflowtoolkit.wordpress.com/borrowing-workflow/routing-rules-borrowing/)
you may be ‘skipping’ (templates open…and you close them)
e) Custom Holdings
– The OCLC Resource Sharing Custom Holdings Symbol Search
Training: The Four Step Game Plan
1. Team Profile
The “Points” System
• Each student begins with 4 points for perfect attendance. Points are subtracted for each unexcused absence/tardiness
• One point awarded for each semester worked
• One point earned for each semester a student serves as Snow Supervisor
• Score on Evaluation
Evaluations: Points for a Job Well Done
Students are evaluated on a scale of 1-5 on a number of work attributes and work skills.
Work Attributes Work Skills
MVP Awards • Mini-trophies
(paper awards) are given to students for service “above and beyond”
• Student of the month award – awarded by their peers for being most approachable and helpful
• Recognition on the Library’s blog
• A simple “thank you” at the end of a shift
Engaging Student Assistants Making student assistants part of the team
Keeping the Lines of Communication Open
Methods:
• Team Photos
• White Board
• Win-fail Wall
• The Map
• Students’ interests, majors and hometowns are highlighted
• Discussion between students as well as between students and supervisors is promoted and encouraged
The White Board
• Located above the copier/scanner – takes the drudgery out of scanning
• Selections have become a co-operative effort - “that’s a good one – put it up on the wall!”
• Updated often, to keep our students entertained
Home Away From Home
• The “Pet Wall” - Chase away the homesick blues with something warm and fuzzy
• It takes a village to raise an ILL fish!
• Bring in some home-made goodies – nothing says home like a chocolate chip cookie
• Holiday/end of semester/milestone parties
Future ILL All-Stars
Christine Sisak – [email protected] Lynne Marus – [email protected]
• Baldwin, David A. (1991). Supervising student employees in academic
libraries. Englewood, CO: Libraries Unlimited. • Wei Liang, Diane, et al. (1995). Group versus individual training and group
performance: the mediating role of transactive memory. Personality & Social Psychology Bulletin, 21(4), 384-393.
• Willen Brown, S. & Hammond, C. C. (2008). Peer to Peer. Library Journal,
133(15), 28-30.
A Special Thanks to our Student Employees @ Naz, to Tracey Melville and Adam Traub, previous student assistants of RILS, and to Jeffrey Cannon for his work
on the training videos.
Routing Rule to Skip Loan Labels Skip printing shipping labels
RuleNo: (varies: can be placed anywhere in list)
RuleActive: Yes
ProcessType: Lending
MatchString: t.RequestType = 'Loan'
RuleDescription: Eliminates shipping label printing for loans
NOTE: To use this for articles, simply copy this rule and change the MatchString value to t.RequestType=‘Article’ and the NewTransactionStatus to Request Finished.
Routing Rule to skip “Check Out” items
RuleNo: (varies: can be placed anywhere in list)
RuleActive: Yes
ProcessType: Borrowing
MatchString: t.RequestType = 'Loan'
RuleDescription: Moves requests to Checked out to customer – eliminates individual Check Out process by staff
2-in-1 book band rule
RuleNo: (varies: can be placed anywhere in list)
RuleActive: Yes
ProcessType: Borrowing
MatchString: t.RequestType = 'Loan'