feast 2014

FEAST 2014

Mary Beth LockWake Forest University

ALA Annual, Las Vegas, Nevada | June 29, 2014

ZSRenews!

And You Can Too!

Faculty Overdues: Look Familiar?

Characteristics of Faculty Loans

• Length is usually longer than any other patron group• Generous renewal policies• Library staff are attentive to faculty needs• Alerts to warn them of impending due dates• High or No upper limit to number of items borrowed

Faculty Overdues

• And yet, they happen.

Frustrations

• What Library Staff hear from Faculty

– “I have the book in my office”– “I still need it for research”– “Why don’t you trust me? I use the library

all the time?”– “I never used to have to renew my books at

XYZ institution.”

Frustrations

• How library staff feel:

– Faculty ignore renewal requests– Desire to block patron borrowing privileges– Politically fraught– Faculty feel a sense of entitlement

ZSRenews!

How it works

• For faculty that have more than 25 items out, whether or not they are all “overdue”

• Library staff contacted through phone or email• Staff members go to the faculty member’s office at a

pre-arranged time with a laptop and a barcode scanner to check in books and check them out again

• Utilizes the university’s wireless

Publicity

• We notify faculty of the service once their fines grow above $500. (Targeted)

• We have put info on the library’s website about the service. (General)

• Library’s newsletter (Marketing)• Word of mouth (Most effective)

Scalable?

• Wake Forest University is a mid-sized institution• 4800 undergraduates• 714 faculty on the Reynolda Campus (the one Z.

Smith Reynolds Library serves)• Access Services staff in the library who manage

ZSRenews? One (plus one student assistant)

Problem Solved

Actual responses from our satisfaction survey to faculty.

Questions?

Contact:

Mary Beth Lock

(336) 758-6140

lockmb@wfu.edu

Director of Access Services

Z. Smith Reynolds Library

Wake Forest University

Winston-Salem, NC

Velappan Velappan

Fayetteville State University

Incorporate social networking and other

Web 2.0 technologies to improve academic

library’s public services

Founded in 1867Over 6,300 students43 undergraduate programs23 master’s degree programs1 doctoral program

Fayetteville State University, Fayetteville, North Carolina

Volumes Held (Print + Electronic) – 396,554

Electronic Books – 84,883

Laptops for Students – 18

Laptops for Staff/Faculty – 5

iPads for Students/Staff/Faculty - 7

Charles W. Chesnutt Library

Charles W. Chesnutt Library Home Page

Web 2.0 Tools: Twitter (531 followers)

Facebook: 46 likes

Instagram: #chesnuttlibrary, 561 followers

Pinterest: 116 followers

Sample Pinterest Post

Tumblr: 48 followers

Libguides:

WordPress Blog – 47 followers

Sample Blog Post for the books availability

LibraryH3lp Online Chat Service(Average 45-50 questions/per month)

Current Statistics (ALL) Followers Total Posts

May 2014 Posts Facebook 46 339 25 Instagram 543 374 54Twitter 517 1464 54tumblr 48 323 19Pinterest 112 220 4Wordpress 47 392 10Total 1,313 3,112 166

Statistics: (Facebook-5/2013(1/2011), Twitter-8/2013(4/2011), Instagram, tumblr, & Pinterest – 10/2013, Blogspot- 9/2006, WordPress Blog-1/2013)

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total

2013 84 656 852 1,047 627 413 573 494 485 854 433 478 6,996

2014 584 485 473 327 483 178 2,530

WordPress Blog: Total Clicks

promote Chesnutt Library, its holdings, events, and services and resources;

establish Chesnutt Library as a major cultural resource for the Fayetteville State University and the Southeastern region of North Carolina;

increase visibility and strengthen the public image of Charles W. Chesnutt Library;

engage former, current, and potential users and donors;

engage other institutions and collections;highlight collection holdings and exhibits; andserve as a public relations tool and be part of the

overall Chesnutt Library marketing strategy.

The objectives of Chesnutt Library social media are to:

Common posts shared -

Any contests and special events at the library

New books on displayNew library servicesNew online databases subscribedStaff awards and recognitionsHolidays and Library ClosingsFSU Authors Book ListSpecial books list(MLK day, Women’s

History Month, Poet Maya Angelou, etc.,

Technology Lending Services at the Access Services Department

Laptops for Students - 18Laptops for Staff/Faculty - 5iPads for Students, Staff and Faculty - 7Chargers for laptops - 5VGA Cables - 5Ethernet Cables - 5

Circulation Statistics (After)

YEAR 2010-11 2011-12 2012-13 2013-14

Door Count 201,610 202,028 221,706 (+9.74%)

223,019(+0.59%)

 Circ. Desk Statistics

17,233 17,711 19,686(+11.1%)

20,192(2.6%)

Laptops Check-out

1,196 984 2,012(+104%)

2,101(+4.4%)

iPads Check-out

N/A N/A N/A 41

Social Media GuidelinesMonitoringStaffingTech Savvy

Library News Letter (Future plans)

Challenges & Future plans -

If we used Web 2.0 tools thoughtfully in sharing information, are not simply the latest flashy trend, but can have a solid educational basis

Our users are changing along with their information practices, and the time has come to bridge the information gap between library experimentation and established service

Finally the use of Web 2.0 tools improve the library services and enhances student learning at the same time making connections with technologies that are already being used for research purposes and in daily life outside of the classroom

Conclusion

Contact:

Velappan Velappan M.S., M.L.I.S.,Head of Access ServicesCharles W. Chesnutt LibraryFayetteville State UniversityEmail: vvelappa@uncfsu.eduPhone: 910-672-1236

Thank You For Your Time!

Bethany Sewell & Meghan Sooy

College of New Jersey

Erica HardyAgnes Scott College

CREDIT CARD PAYMENTS AT THE CIRCULATION DESK:

SQUARE REGISTER APPErica Hardy

Agnes Scott College

PREVIOUS PAYMENT SYSTEM AND NEED FOR CREDIT CARDS:

Only accepted payments by cash or check at desk

Constantly asked by students, parents and alumnae about credit card payments

Received a 2012 Innovation Grant They funded 8 proposals from

across campus. The committee liked this service’s enhancement to customer service.

GETTING STARTED Business and Finance office: link accepted

credit card payments to a bank account. ITS:

Is the Square Register’s wi-fi connection through the iPad secure enough for our network?

External printer? Square supports many Star Micronics receipt printers. Decided against. Register supports emailing or texting

receipts. This is simpler, in line with campus sustainability efforts and we can view receipts online if needed.

Purchased a dedicated iPad, Square Reader and a stand

SETTING UP THE REGISTER

Separate accounts for different categories of payment:

Accounting Overdue Fines

Library ITS

Lost or damaged items Visitor printingBook cart sales PAW print cardsAlumnae access fees Lost media

equipment

TRANSACTION FEES 2.75% per swipe for Visa, MasterCard,

Discover and AmEx. 3.5% + 15¢ for manually entered

transactions.

“When you price the items you sell, you are free to incorporate any costs incurred in your business operations. However, you cannot itemize Square’s transaction fee in order to pass this cost onto your customers.”

THINGS TO CONSIDER Payment categories in the Register

create room for human errorTraining is neededAccount manager often has to double check

the transactions Take payments over the phone Stands

THANK YOUErica HardyAgnes Scott Collegeehardy@agnesscott.edu

Intermission

Tim HackmanUniversity of Maryland

Late Night Services at the University of Maryland Libraries

Timothy HackmanHead of Resource Sharing and Access Services

thackman@umd.edu

UMD Libraries Late Night Services• McKeldin Library• 11pm-8am, Sunday-Thursday during Fall and Spring semesters• Extended Friday/Saturday hours during Finals• Campus ID required for entry• Police Auxiliary provides added security• 3.5 FTE staff ~160 student hours/week

Late Night Crisis of 2008

Expanding Late Night Services

• 2012– Expanded to all 7 floors– Began offering circulation, equipment loan, and reserves

• 2013-2014– Tech Desk opened overnight– Pulling books for holds and ILL– Open to USMAI patrons

• Next?

11PM 12AM 1AM 2AM 3AM 4AM 5AM 6AM 7AM0

100

200

300

400

500

600

700

800

Late Night - Average WeekSpring 2014

SundayMondayTuesdayWednesdayThursday

Challenges

http://washington.cbslocal.com/2013/12/18/u-of-md-s-testudo-statue-set-ablaze/

Challenges• Safety & Security• Supervision• Communication• Training• Staffing• Weather• Maintenance and housekeeping

Mary Ann Venner

University of North Texas

Moving Collections

Offsite: Challenges and

OpportunitiesMary Ann Venner

Head of Access Services

University of North Texas Libraries

Motivating Factors Need for individual study space

Need for instruction rooms

Need for collaborative group study space

Strong focus on e-book purchases

University Union closed for renovations

Project Overview Restack remote storage facility to shelve materials by

size Created 30% more space

Identify materials in the collection to move to remote storage

Create lists of items to pull

Process materials to move

Shift remaining materials to create one floor for the general collection

Run rapid updates to change locations

Update stacks signage

Communicate updates to patrons and staff Liaisons

Website

Facebook and Twitter pages

Books eligible for moving

Items not checked out in 8 years and no in house use

counts

Items never checked out

with item records created

over 8 years ago and no in

house use counts

185,000 items

Journals eligible for moving

Volume years older than 2009

Titles available

electronically

76,000 volumes

Challenges

Timeframe

Staffing resources

Multiple players

Access to materials

What to do with available space

Budget

Questions from patrons

Opportunities Create more active learning spaces

Group study rooms

Instruction rooms

Student Success Center

Create better services for materials access

Online holds

Increased courier runs

Expanded document delivery

Faculty book delivery

Identify cataloging errors

Identify missing items

Review non-circulating items

Contact Information

Mary Ann Venner

maryann.venner@unt.edu

University of North Texas Libraries

Denton, TX

www.library.unt.edu

Tom BrunoYale University

How to Scan ALL THE THINGS:Scan and Deliver at Yale

Tom BrunoAssociate Director for Resource Sharing and Reserves

Yale University LibraryFEAST 2014

ALA Annual Conference

Phase One: Document Delivery• Launched September 4, 2012• Initial participating libraries

included Sterling Memorial Library, Center for Science and Social Science Information, Divinity Library, Medical Library, Yale Law Library

• Added Library Shelving Facility (off-site storage), Music Library, Geology and Math Libraries in October 2012; Microforms in December 2012; Arts Library and Bass Library in Summer 2013

• Over 10,000,000 eligible items

Venimus, scrutavimus, reddidimus

“We came, we scanned, we delivered!”

How it works• Patron clicks Request Scan

link in OPAC• Request passed from OPAC to

ILLiad via OpenURL• Scan and Deliver requests

filled within 2 business days (service guarantee)

• All faculty, students, and staff eligible, as well as alumni with paid borrowing privileges

• Up to 2 chapters/articles can be requested at a time

Year One Statistics

• 19,074 “born” Scan and Deliver requests in Yale FY13 (July ‘12-July ‘13)

• 14,341 requests filled- 75% fill rate• Top reasons for unfilled requests include

Copyright/Terms of Service Exceeded, Not On Shelf, and Lack Volume (for periodicals)

• Patrons have option to resubmit Scan and Deliver requests via Interlibrary Loan

Constant Assessment= Perpetual Improvement

• At launch we embedded a Qualtrics link into the email delivery notification

• Commitment to keeping the link in permanently as ongoing assessment/continuous improvement

• Great rapid response for service, quality control issues, user-driven enhancement requests (e.g., direct links to PDF, OCR)

I CAN HAZ SATISFAKSHUN?

Phase Two: E-Reserves• In Spring 2013, Yale University

implemented Ares as its new course reserves management system

• Question: could we leverage Scan and Deliver to fulfill E-Reserves scanning requests?

• Utilized Ares OpenURL functionality to push E-Reserves scanning requests out to Scan and Deliver service

• When request was filled, Ares TN # embedded in the ILLiad request allowed for automatic upload back into Ares

The good, the bad and the ugly• Success! Scan and Deliver

allowed us to process almost 2x the volume of E-Reserves in a fraction of the time using previous workflows

• 50% of all E-Reserves scanning complete by 1st day of classes; all scans complete by Week 4

• Almost all extra scan requests came during the first few weeks of the semester, when little/no reliable student help was available

Year Two Statistics

• 29,242 “born” Scan and Deliver requests in Yale FY14 (July ‘13-July’14)

• 20,301 requests filled- 70% fill rate• Addition of E-Reserves and eligible of high-

volume circulation collections in Bass Library lead to increases in requests exceeding Copyright Limits/Terms of Service and items Not on Shelf

Phase Three: Special Scanning• Yale’s Special Collections

dealing with more and more patron requests for “quick and dirty” scans thanks to greater online discoverability

• Digital Humanities faculty and librarians looking for cheaper, faster, non-vendor solution for “research digitization” projects

• Could Scan and Deliver take on these special scanning requests?

Putting The DH into the Digital Humanities

• Spring 2014 Pilot for Research digitization projects

• Preservation scanning “punch work” request for Arcadia Grant scans

• Other “scan on demand” functions for other library departments- e.g., scanning old paper Privileges forms so the originals could be shredded

• GOAL: Utilize the latent capacity in student scanning hours during the semester

The Curse of the Mummy, and other qualified failures…

• Each project turned out to be a different kind of learning experience

• Importance of developing reliable request and fulfillment infrastructure for special scanning requests (so nothing is lost because it goes outside the normal workflow)

• We have the technological capacity to produce digital preservation-quality scans, but it requires much greater quality control- ideally built into the scanning process

• Yes, there was an actual Mummy’s curse… DISCLAIMER: This may or may not

have actually happened

Where do we go from here?• Formalizing the ability to push

scanning requests from Special Collections to Scan and Deliver (and back again)

• ILLiad-Aeon interoperability• What do we do with all of these

scans? Questions about dark archives, normalizing metadata, and copyright

• Addressing the Unfilleds- automatic routing to Rapid ILL, other suppliers if request cannot be filled via Scan and Deliver

• Hoverboards???

Final Thoughts: The Simpsons On Patron Expectations

Agnes: And you, start over. I want everything in one bag. Pimple Faced Kid: Yes, ma'am!

Agnes: But I don't want the bag to be heavy.

Pimple Faced Kid: I don't think that's possible!

Agnes: What are you, the possible police? Just do it!

Simpson Safari, Season 12 Episode 17 (Airdate: April 1, 2001)

Homer’s ILLiad

(Beware of Greeks bearing PDFs)

TOTALLY. WORTH. IT.

I can't imagine how this service could be any better. It saved me several hours of work, and gratification was almost immediate. This is what we would call in French a real "aubaine."

Questions???

bit.ly/feast14survey