feast 2016
TRANSCRIPT
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
News
http://bit.ly/1trFefw
Assignments
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
• 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
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: [email protected]: 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!!