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Topic: "What changes do you foresee in access services at the University of Winnipeg Library in the next five years?"

Alex HomanchukDigital Resources & Acquisitions CoordinatorThe University of Winnipeg LibraryOct. 22nd 2009

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OutlineOutline

● Top 10 trends affecting Access Services● Evolving technologies, evolving services● Planning & growing

Tolppanen, B. P. (2004). A survey of current tasks and future trends in access services. Journal of Access Services, 2(3), 1-14.

“Access Services is a public service oriented department. Unlike otherlibrary departments, it is always in contact with and serving the patrons.Along with reference it is the public face of the library.”

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Top 10 trends affecting Access Services

More books and journals replaced by E-quivalents. Increased interest on the national and local level in developing e-book collections.

Decline in circulation stats and gate counts as more materials (books, periodicals) become available online.

Uwinnipeg Library: 2006/07 – 2007/08: Books -9%, Periodicals: - 20% Storage -36% videos – 64%

Uwinnipeg Library Gate count: 2005/06 - 2006/07 -6%, 2006/07 – 2007/08 – 11%

More personalization of services and growing expectation of services to be online.

Increasingly a “self-service” model; more accessible self service technologies & e-commerce (online payments for fines). Services less dependent on fixed-location

“lines and duties across traditional departmental boundaries will blur, as staff are cross-trained in more areas”

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Top 10 trends affecting Access Services

Increase in e-reserve use and interlending

Greater complexity of tasks within Access Services requires more experienced staff members and more rigorous training

Services are increasingly user-focused; processes and policies are adjusted to benefit user experience. User feedback more frequently solicited

Increased emphasis on reporting statistics (some in-house); benchmarking and assessing performance

Greater staff participation as “leaders” in projects; delegation of authority and “buy-in” in achieving the library's goals

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Evolving technologies, evolving services

CACUL Laptop Survey:

- 33 Universities and Colleges responded. - 24 of the 33 schools have laptop lending programs available through one or more of their libraries.- lending programs for other mobile devices?

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Evolving technologies, evolving services

Explosion of e-books- Addition of more than 28,000 e-books to the collection in the past two years (T&F, OUP, CUP)- Canadian e-book packages: 8,000 + from 47 Can. Publishers- New models of 'readers'; more companies enter the fray top contenders: Amazon & Sony; e-ink technology- Pilot e-book reader lending programs: Princeton, Penn, UWinnipeg!

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Evolving technologies, evolving services

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Evolving technologies, evolving services

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Evolving technologies, evolving services

Millennium self-check with Fast LaneFines & donations via Ecommerce

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Planning & growing

Staff training:

“Employee Enrichment Program, in which any staff member may participate, [is a] program gives employees the opportunity to initiate working visits to other locations in order to experience first-hand the various jobs that make up our library system. This encourages teamwork and a broader system perspective.” (Orange County Library System)

- “Share your Skills” training sessions and “Reference Roundtables” - Awareness of other areas reduces unnecessary patron referrals- Social Software and Web 2.0 Training e.g. “Learning 2.0 @ Mac” - Cross-training to fill as needed in other areas; more flexibility written into job descriptions- Circulation staff more frequently picking up the informational, known-item, and directional questions

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Planning & growing

Gathering Evidence:

Need for accurate and timely reporting of Library vital stats: circulation, gate counts, interlending, reserves, e-resources (in-house stats?) etc. to demonstrate how the Library plays a critical role in supporting and advancing the University's Academic & Strategic Plans

Need to continuously gathering user feedback to refine / improve services and to focus strategic objectives. E.g. LibQual, Suggestion forms, focus groups, student advisory committee.

Unit meetings can be a valuable source of identifying problems with processes & policies and discussing what has been learned from frequent staff / user interactions.

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Planning & growing

Planning:

The Library is mentioned several times in the Academic Plan:

“The Library’s focus on students, and its willingness to experiment with technology, provides a strong base for the academic and social support that will meet the needs of the University’s faculty and changing student population.”“Outstanding Student Experience - Student social spaces and Library renovations are major initiatives.“Many participants mentioned that the library is under-resourced both in terms of staff and acquisitions.

Strong library resources (e.g., people resources, physical resources, and academic resources) are necessary.”“Extend and enhance The Learning Commons approach at the University library.”

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Planning & growing

Five primary outcomes of the Academic Plan are:

Academic ExcellenceSustainable Operations Student Diversity/AccessOutstanding Student Experience Community Learning

Some Common Themes in the Academic Plan:

Commitment to original research and creative activity and enhanced research capacity, along with expanded graduate studiesSupport faculty and staff to ensure student success and academic excellenceFocus on community partnerships

Programs and supports for traditionally under-represented students

Sound Familiar? It should. How does the Library support these objectives?

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Consulted (Available through RefWorks shared folder)

Booth, C. (2007). Video reference and the library kiosk: Experimentation and evaluation. Journal of Access Services, 5(1), 47-53.

Bradigan, P. S., & Rodman, R. L. (2006). Changing services and space at an academic library. Journal of Access Services, 4(3), 107-117.

Crane, J., & Pavy, J. A. (2008). One-stop shopping: Merging service points in a university library. Public Services Quarterly, 4(1), 29-45.

Driscoll, L. (2005). Patron self-checkout. Journal of Access Services, 3(1), 85-87.

Frederiksen, L. (2005). Access services librarians: A content analysis of job advertisements, 1977-2004. Journal of Access Services, 3(2), 15-27.

Hansen, M. A., Harnest, J., Steel, V., Stein, J. E., & Weaver-Myers, P. (2003). A question and answer forum on the origin, evolution and future of access services in libraries. Journal of Access Services, 1(1), 5-24.

Hasty, D. F. (2004). Applying fourth generation management to access services: Reinventing customer service and process management. Journal of Access Services, 2(3), 21-42.

Hersey, D. P. (2004). The future of access services: Should there be one? Journal of Access Services, 2(4), 1-6.

Kisby, C. M., & Kilman, M. D. (2007). Improving circulation services through staff involvement. Journal of Access Services, 5(1), 103-112.

Luzius, J. (2004). A look at circulation statistics. Journal of Access Services, 2(4), 15-22.

Robinson, K. (2005). Point-of-need customer service: Mobile service using wireless technology. Journal of Access Services, 3(2), 1-14.

The University of Winnipeg. (2009). Academic plan update. Winnipeg: The University of Winnipeg.

Tolppanen, B. P. (2004). A survey of current tasks and future trends in access services. Journal of Access Services, 2(3), 1-14.

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Questions?

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