feast 2016

FEAST 2016

Weina WangRyerson University

FEAST 2016, ALA

Weina WangLibrarian

Ryerson University Library & Archives

Collaboration and Communication in the Student Needs Driven 21st Century Library

Photo Credit: Clifton Li.

The 7 most beautiful new libraries in North America, AIA, ALA 2016 Award

Photo Credit: Michael MacDonald, Ryerson Library

The Bridge

Socializing and Collaborative Study Space

Photo from SLC Blog

New Service Delivery Model

Photo Credit:Clifton Li

Service Points

Staff Roaming and iPad on Hip Sling

Staff Training LibGuide on iPad

SLACK: Team Communication for the 21st Century

RSLC.slack.com

SLC specialist Library IT Service Desk Staff

Project and Facility

Manager

SLACK Channels

#general

#lostandfound

#avtech

#feedback

#massexodusops

#monday

Technology Lending - Laptop Loan Program

On average 3,900 Checkouts Monthly in 2016

Technology Lending - iPAD on Reserve

iPad on Reserve Pilot Project Fall 201510 ipads87 Checkouts in November 201521 Checkouts in December 2015

Library’s Digital Media Experience Lab (DME)

DME Technology Equipment Lending

Photos from: http://library.ryerson.ca/services/technology/dme-technology-equipment/

From Circulation to E-Learning Support

Revolutionary Scanning

Print Book Binder to Ares E-Reserve

Thank You!

Thank you!

My first priority as president would always

continue to be STUDENTS. As a university we have to make sure that students have the best possible support system to be successful. We want their

experience to be EXCEPTIONAL.

Ryerson President Mohamed Lachemi April 2016

Nicole TekulveUniversity of Tennessee

Chatanooga

SET YOUR SITES ON EFFICIENCY:

 Using Google Sites to Effectively Manage Student Workers

Nicole TekulveDirector of Patron Experience

University of Tennessee at Chattanooga

THE PROBLEMHOW DO WE EFFECTIVELY COMMUNICATE WITH STUDENT

ASSISTANTS?

Communication Solutions■Email■LMS■Wiki■Blog■Printed notes■Google Sites!

WHY GOOGLE SITES?

Advantages■University already is on the Google platform ■Integrates with Google’s suite of applications■Easy to use ■Customizable■Collaborative■Advanced features ■One-stop for work related info

SITE ELEMENTS

Checklists

News

http://bit.ly/1trFefw

Assignments

QUESTIONS?nicole-tekulve@utc.edu

http://bit.ly/1XXVP85

Jennifer HughesCoastal Carolina University

Providing Full Service in a 24/7 Academic

Library Future & Emerging Access Services Trends

Jennifer HughesCoastal Carolina

University

Access Services Staffing Model 2006

• Reference/Circulation Librarian • 1 Specialist• 2 Students per Hour

Days Evenings/Weekends

• 1.5 Specialists• 2 Students per Hour

24/5 Without Overnight Services (2009)

• 2 Part-Time Temporary Staff 2:00am – 7:00am

• Overnight task:• Check Student ID Cards at Entrance

Head Counts Per Hour

Circulation Transactions Per Hour

Reference Transactions Per Hour

Library Statistics per HourHead Counts Circulation Reference

Access Services Staffing Model 2016 Overnights (5)

• Department Head • Coordinator• 3 Specialist• 1 Time-Limited• 1 Temporary• 4 Students per Hour

Days (7) Evenings (7)

• Supervisor• 3 Specialist• 2 Time-Limited• 1 Temporary• 4 Students per Hour

• Supervisor• 2 Specialist• 1 Time-Limited• 1 Temporary• 3 Students per Hour

Position Description for All Specialists

• Assist the Access Services Coordinator in supervising the daily operations of the Access Services Department and oversee all operations of the department in the absence of the Supervisor in a high quality, customer service environment

• Performs duties to support the Access Services Department • Assist in the management of the library facility and oversee the

management of the facility in the absence of the supervisor • Supervise and oversee work performed by student assistants • Provide exceptional customer service to all constituents, including but not

limited to, faculty, staff, students, visitors and the community at large • Other duties as assigned

Assist the Access Services Coordinator in supervising the daily operations of the Access Services Department and oversee all operations of the department in the absence of the Supervisor in a high quality, customer service environment

• Direct workflow to follow appropriate daily priorities and communicate with supervisors and co-workers

• Collaborate and communicate effectively with all Access Services Department employees• Responsible for scheduling and coordinating staff coverage of the service desks• Ensure all service points are adequately stocked with supplies and forms; recommend supply orders

as needed• Meet current and anticipated needs of the library users• Ensure all services and functions are effectively maintained

Performs duties to support the Access Services Department • Recommend, implement, enforce, and explain policies and procedures• Model, maintain, and provide excellent customer service• Participate in departmental planning and assessment activities• Communicate effectively; actively participate and collaborate to maintain an effective working

team environment• Participate in and provide training opportunities for library staff • Provide and direct reference service to assist library users with informational and technological

needs• Maintain circulation records, run system reports, collect and analyze statistics• Organize, perform and direct shelving, stack maintenance, and inventory activities• Perform and direct material and equipment circulation activities• Process Interlibrary loan, PASCAL Delivers, and reserve materials • Collect overdue fines and reconcile funds• Resolve problems • Contribute to outreach and marketing of library services• Make appropriate referrals to other campus departments• Be knowledgeable of library trends

Supervise and oversee work performed by student assistants

Interview and provide hiring recommendations Responsible for daily supervision of student assistants Create and maintain the shift schedule using SA Online Ensure student assistants are reporting of time worked properly Identify training needs; provide initial and ongoing formal and informal training Set appropriate priorities for student work and assign tasks Monitor work performance and provide feedback to the student assistant and supervisors Record issues and resolutions regarding student assistants in SA Online Ensure student assistants provide and maintain highest levels of customer service

Assist in the management of the library facility and oversee the management of the facility in the absence of the supervisor

• Manage the public spaces of Kimbel Library and the Bryan Information Commons• Contribute to space planning in public areas• Report issues as needed to facilities maintenance, ITS, SCS, Learning Assistant Labs, public safety,

and other campus departments• Maintain a safe and secure environment for patrons and report issues to appropriate campus

departments as needed• Ensures only CCU faculty, staff, and students with proper identification enter the building during

overnight hours• Effectively handles emergency situations• Monitor security gates and cameras• Open and close the buildings as needed

Provide exceptional customer service to all constituents, including but not limited to, faculty, staff, students, visitors and community at large

• Handle all constituent needs in a professional, timely and positive manner

Other duties as assigned• Provide support for the library as needed

Day and Night

24/7 Full-Service Overnight Duties• Circulation Services• Reference Services• Prepare nightly deposit• Run daily statistical reports• Stack maintenance – shifting,

shelving, and shelfreading• Process ILL requests• Package all outgoing ILL • Prepare instruction room• Set up for events• Create displays

• 2nd check-in of reserves• Troubleshoot lending equipment• Clear bookdrops at midnight• Provide ITS support• Inventory and 2nd check-in

lending equipment• Handle emergency issues• Collaborate with Public Safety,

Counseling Services, and Facilities

• Enforce 2am-6am access policy

24 Hour Communication• Email Alias Lists

access@coastal.edu

• Shift Change Meetings 30 minute overlap

• SA Online student assistant software

Libraries Transform2006

• 92 hours of operation• 3 access services staff • 20 student assistants• 44,374 net sq. feet• 39 Laptops to lend (LUO)• 53,122 Checkouts

• 11,358 Laptop Checkouts• 9.17 ILL Days Filled• 7,600 FTE

2016

• 168 hours of operation• 19 access services staff • 50 student assistants• 61,183 net sq. feet• 115 Laptops/Macs to lend (1 day)• 102,529Checkouts

• 48,966 Laptop Checkouts• 6.62 ILL Days Filled • 9,600 FTE

Ryan BullerUniversity of Denver

Implementing a Video Game Console Lending Service in an Academic LibraryRyan Buller-Access Services Librarian

Origins

Getting Involved

https://commons.wikimedia.org/wiki/Category:Brainstorming#/media/File:Brainstorming.png

Decisions

https://commons.wikimedia.org/wiki/Category:Decisions#/media/File:Mmmm_Should_I_stay_or_should_I_go_%3F_(7384882456).jpg

Contributions

Moving Forward

https://commons.wikimedia.org/wiki/Atari#/media/File:Atari2600wood4.jpg

Contact InfoRyan BullerRyan.Buller@du.edu

Samantha MinnisGrand Valley State University

Doing the Best:Boundaries, compassion, and great customer service

People are doing the best they can.

Why does it matter how we feel?

Emotional labor1.1.3 Acknowledges patrons by using a friendly greeting to initiate conversation.

1.2.2 Acknowledges patrons by making initial eye contact, employing open body language, or using a friendly greeting to initiate conversation.

-From the RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers

What do our policies say about us?

Sources/Further ReadingBrown, B. (2012). Daring greatly: How the courage to be vulnerable transforms the way we live, love, parent,

and lead. Penguin.

Cheryl Gould, A Facilitative Mindset: Five Steps to a Customer Service Culture

http://publiclibrariesonline.org/2015/02/a-facilitative-mindset-five-steps-to-a-customer-service-

culture/

Elvis Presley Doin’ The Best I Can https://www.youtube.com/watch?v=npg1FLVH4B8

Guidelines for Behavioral Performance of Reference and Information Service Providers. Retrieved from:

http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral

Simon Sinek Ted Talk, The Golden Why

https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?language=en

Velappan VelappanFayetteville University

Click It, No More Tick It: Using “Gimlet” Desk Statistics to Improve Services at the Charles W. Chesnutt Library VEL APPAN VEL APPANHEAD OF ACCESS SERV ICESFAYETTEVILLE STATE UNIVERS ITY

AL A ANNUAL CONFERENCE 2016 , JUNE 25 , 2016 , ORL ANDO, FL

Introduction

Fayetteville State University is a constituent institution of the University of North Carolina and the second-oldest public institution of higher education in the state.

Founded in 1867 as the Howard School for the education of African-Americans.

Today FSU serves a growing student body of over 6,100 and ranks among the nation’s most diverse campus communities.

Charles W. Chesnutt Library’s Circulation & Reference Desk is open for 97.5 hours, on a regular week.

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Gimlet What is Gimlet?

Gimlet is a product of Sidecar Publications, LLC, from Madison, Wisconsin.

Gimlet is a very useful software to record the libraries’ desk statistics including questions and answers by creating new tags and put to their best use.

Website: http://gimlet.us/

URL for FSU Library:

https://charles-w-chesnutt-library.gimlet.us/users/login

COST: $20.00 per month for the first library branch

$10.00 per month for each additional branch

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

What did we use before Gimlet?

• Paper and Pencil

• Excel Spreadsheets

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Our Library’s “Gimlet” HomepageVelappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Simple Steps to follow when you use Gimlet

• Duration• Question Type• Asked By• Format• Location

Step 1: Choose Appropriate Stats Categories

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Gimlet Report – August 2014 to May 2016 (5 Semesters)25,697 Questions Answered for 22 months (1168/month)

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Original Report from Gimlet

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

After Exported the Table to CSV

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Special Features of GimletTrack Questions• Choose your category values - Customize your form to record what's

important for you.• Record full-text of Q&As - The full-text is stored for search and retrieval.• Tag questions for quick answers - Tagging helps discover trends and

patterns.Search Answers• Full-text search with relevancy - Their intuitive search helps discover

answers fast.• Find Q&As by text or tags - Search the entire question and answer text.

Filters to find tagged Q&As.• Starred Q&As rise to the top - Starring helps you boost the best answers

to the top of your result list every time.

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Special Features of Gimlet (cont’d) Build Reports• Charts and graphs - Watch trends and patterns for all your categories.• Dynamic table reports - Build a table of any two data points. Sort,

highlight and filter the results.• Export data to spreadsheets - Tagging helps discover trends and

patterns.Tags

• Standardizing Your Tags - Social tagging does not work!• computer vs. Computers, catalog vs. name of catalog, bathroom vs.

Restroom• Source-based approach better than strategy-based approach!• known item vs. catalog_use_and_lookup, search_construction vs.

database_help_and_useData Dump • In 22 months ,created more than 125 Tags and answered 25,697

questions Crunch all you want… Excel: sort and filter by fixed fields Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Best Practices

Too many hands in the pot Accuracy and Time Management Standardizing and Consistency Logging in and actually using the app Training Tool (for new employees) Reporting – a challenge

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Conclusion Daily recording of circulation statistics allows for

systematic monitoring of user questions and patterns. To assess and improve, you need data. Recording

statistics electronically makes data analysis much easier, although it still takes work to get the data into shape.

Experimentation with analysis tools can lead to proactive, user-driven changes in services.

Improvements: Building a New FAQ Knowledge Base

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Conclusion (cont’d) Content analysis

a.Directional: led to signage improvements b.Technology: Fixes, Training, State of Technology in the Library report for campus IT

Experiment with tool for analysis by using Excel You can’t escape subjectivity…but you can help to manage

it. Why?

a.To better fulfill our mission b.Potential cost savings, better use of staff time

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Next Up

Create a new LibGuide for Gimlet to improve staff and work-study students’ training

Additional Staff Training READ Scale “Quick Guide” Sample questions to practice entering Gimlet Quiz

Coding the data more effectively By using codebook/SPSS

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Thank You For Your Time!

Contact:

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

Velappan Velappan, ALA Annual Conference 2016, June 25, 2016, Orlando, FL

Rameka BarnesTexas A&M University

Paul SharpeUniversity of Texas Rio Grande Valley

David McCaslinCalTech

Last FEAST??You decide.

Questions!!