FEAST 2015

Ryan Buller

University of Denver

One-on-One Emergency PreparednessSimplifying Emergency Training for Staff

Presented by: Ryan Buller, University of Denver

The Question that started it all

• What would you do right now if the fire alarm were to go off?

Factors to Consider

• Who is your audience

• What topics need to be addressed

• Working within the framework of your institution

Audience• Who is this directed towards

• Librarians• Para-professional full-time staff• Para-professional part-time staff• Student Workers• Volunteers

• Different Audiences will require different approaches• Must think about expectations for different positions

in the same type of emergency

Topics• Identify areas of need

• What are people unsure about?• What is administration concerned about?• What are you concerned about?

• Are there areas the staff want training on?• What areas?• Why these specific areas?

• Confusion on topic• Topic hasn’t been covered• They disagree with the approach

Framework• Use your library’s Emergency Documentation as

the framework for your training.

• Not trying to reinvent the wheel

• Just want to simplify

• Make it easier to remember/recall

Assessment

• What worked well• Possibly re-use that approach for future training

sessions

• What didn’t work well• Make adjustments to how you approach a topic next

time

• What needs to change• Change it!

Thanks for listening!

Contact Information

Ryan.Buller@du.edu

303-871-3418

Elizabeth Salmon &

Joe AmeenUniversity of California

Merced

Library Services: IT Express Creating a single service point through interdepartmental collaboration

Elizabeth Salmon, Access Services LibrarianJoe Ameen, Library Services ManagerUniversity of Merced, California

UC Merced Library

Small Research University (6,268 students)Opened in 2005First graduating class 2009

Library service points operated by student employees

Help Desk

Library Services Desk

IT Express

Expansion of the Library Services Desk to incorporate an IT customer service point

IT Services offered:

• Wireless, printer, VPN setup

• Email configuration

• CatCourses (LMS) support

• Browser troubleshooting

• Computer driver updates

• Software installation

• Opportunity to offer additional services and build new partnerships

• Additional public computer, printing, wireless & VPN support

• Highly visible IT service point in a high traffic location

• Increased responsiveness and reduced referrals

Project Snapshot

Oct 2014

Nov-Dec 2014Soft launch

1/21/15Implementation

May 2015Apr 2014

Planning & SetupService plan &

philosophyDesk install

Furniture selectionBranding

Pre-project

AssessmentUse statistics

7q. survey

Project ConceptionCampus CIOLibrary AUL Jan 2015

Nov-Dec 2014

Planning & SetupService plan &

philosophyDesk install

Service Plan

• Staffing & hours• IT services• Shared services• Equipment• Training• Supervision & workplace expectations• Communication plan• Training & resource documentation• Assessment plan • Marketing & outreach• Service philosophy

Challenges & Solutions

Differing departmental priorities & service philosophies

– Increase group training opportunities– Increase opportunities for collaboration

Mishandled communication between students & supervisors

– ITX@ucmerced.edu distribution account created

Problems with IT off-site supervision– Standardize workplace expectations– Create office space for IT supervisors

Ongoing Challenges

Working together to define boundaries– Trying to be a good host

Superficial understanding across departments

– Need to learn more about services and service levels, current projects, departmental stressors

In Hindsight...

• Focus on getting top-down, bottom-up interdepartmental buy in

• Create a shared vision & defined goals• Identify effective assessment

measurements

Usage & Feedback

IT Express Stats 1/21- 5/6/15663 users

– Printing support: 26.9%– Public computer support: 24.6%– IT Express services: 48.6%

User Feedback Survey (In Progress)– Agree the Library is a convenient location to

seek IT assistance: 84.4%– Mean satisfaction for quality of service (1-7):

6.71

Looking Ahead

• Integrated customer service training• Provide additional workspace for IT

Express supervisors• Look for ways to fully integrate

services• Expand scope of IT Express services• Develop a stronger assessment

strategy

Questions?

Elizabeth Salmon: esalmon@ucmerced.eduJoe Ameen: sameen@ucmerced.edu

Kristine Ferry

University of California Irvine

Kristine FerryHead, Access ServicesUC Irvine Librarieskferry@uci.eduFEAST 2015

Goals

• To support the student assistants in their work and academic careers at UCI

• To develop excellent workers for the UCI Libraries

• To provide student assistants with skills they can use once they graduate and move on to their professional lives

Requirements

• Complete 9 workshops during the school year (Fall, Winter, and Spring)

• Attend mandatory orientation session

• Complete surveys for the workshops that require it

• Complete final survey of the overall program

Examples of workshops

• Oral Presentation: Best Practices & Multimedia Tools

• Proper Handling and Storage of Library Materials• Customer Service Training• EBSCO• Intro to Video Production and Editing• Communication/Assertiveness Training• Mediation Skills

What participants said

the advisors are what made this special

it was fun!

a great program

A bump in pay would be nice

with just one workshop I was hooked

Congratulations!

More information: http://sites.uci.edu/librarystars/

Teresa Doherty

Virginia Commonwealth University

ILLiad and Alma learn to play well together

… and our patrons are the winners

In technical terms

VCU Libraries repurposed a plug-in developed for NCIP integration between ILLiad and Aleph for borrowing and lending functions in ILLiad.

In layman’s terms

We created a way to connect ILLiad and Alma so patrons can see all their loans (from us and other libraries) through one account.

Before this connection

Patrons had to log into ILLiad to see what they borrowed from other libraries.

Patrons had to log into MyLibrary to see what they borrowed from us.

Result: confusion for patrons and library staff.

After this connection

image owned by Allie Brosh; Hyberbole and a Half

Patron view of all loans in MyLibrary

Staff view of patron loans in Alma

Lending ILL items in ILLiad

Staff in Resource Delivery Services

● borrows an item from another library

● checks it in through ILLiad (loans to patron)

● ILLiad creates a brief bib record and sends data to Alma

Pushing data to Alma

Staff in Resource Delivery Services

● places a hold request for this item on the patron’s account in Alma

● checks it in through Alma (sends “item is ready” email)

● sends the book to the hold shelf for pickup

Loaning through Alma

Staff in Information Services

● pulls the item off the hold shelf for patron

● checks the item out to patron in Alma, using the transaction number as item barcode

● sends the due date information to patron

More details...

Patrons have to use ILLiad to request a renewal.

Information Services staff cannot renew an ILL item in Alma.

Courtesy notices are sent via ILLiad, not Alma.

Returned ILL items are not checked in through Alma.

Caveat

I am not a programmer.

I use Alma; I do not use ILLiad.

For technical questions, contact:

Shirley Thomas (ILLiad) srthomas@vcu.edu

or

Tom McNulty (Alma) tmcnulty@vcu.edu

Code is available

https://github.com/vculibraries/alma-ncip

thanks

Teresa Dohertymtdohert@vcu.edu

Whitney Vitale&

Hui-Fen ChangOklahoma State

University

IT TAKES A VILLAGEEmpowering Student Workers

Through A Blended Tiered Reference Training Program

Whitney VitaleHui-Fen Chang

Oklahoma State University Library

A tale of two service points…

Once upon a time at OSU Library

There was a traditional reference desk

and…

…a traditional circulation desk.

The Circulation & Information Desk

Reference Training to the Rescue

• Co-taught by Reference and Access Services Librarians

• Held in Spring 2015

• Three 1 ½ half hour sessions

• 14 student assistants (mostly returning workers)

Learning Outcomes

After attending training, the student assistants will:

1. Become competent in providing basic reference services

2. Feel confident conducting reference interviews

3. Get to know the reference librarians and their respective subject specialties

Collect them ALL!

Librarian Profile Cards

Buzzzzzzzzzz…Call a Librarian!

Modeling Basic Reference Tools

• Catalog searching

• General subject databases like Academic Search Premier

Reference Role-Play Scenarios Patron:

I was wondering if you could help me find the book “Childhood Obesity” by Joan Han. Your website says

you have it.

Reference Assistant:

Of course, where on our website did you find out about this book?

Patron:

I used the orange search box in the middle of the page.

Reference Assistant:

Okay, great. I think you searched through our BOSS search engine. I’m just going to pull up that record in that search screen again, so I can show you where to find the book. (Pulls up the record for Childhood

Obesity by Joan Han).Is this the item you were looking for?

Patron:

Yeah, that’s it! How can I find it?

Reference Assistant:

Well, first let me just tell you that this is actually an article, not a book. This article is actually available through the Library’s online holdings. So you can pull up the full-text by

clicking this button. (Shows the patron how to find the full-text online)

And they lived happily ever after…

• Students are more confident in answering reference questions

• Smoother referrals between the two tiers

• Student assistants become better public service agents

To Be Continued…

• Reference training every semester

• Expand program to new content areas

• Built-in reference “refreshers”

• Add asynchronous components

• Make more time for hands-on components

Thank You

Whitney Vitale whitney.vitale@okstate.edu

Hui-Fen Chang huifen.chang@okstate.edu

David McCaslin

CalTech

PublishOn

Demand

Service

Why PODS?

Change in theses binding service

Seen as an opportunity

What are our options?

The Machines

What do we offer?

Theses (hardcover

& paperback)

Book repairs

Self-published works

Reprints

Departmental Reports

Pricing• Printing price long

established • Binding charge based

on:• Cost of materials• Staff time

*Varies on number of lines of text on cover

Promotion

• Libguide http://libguides.caltech.edu/pods

• Show & tell with Development and Marketing & Communication departments – Spring 2014

• Show & tell with Faculty/Students – Soon

And?

April 2014 – April 2015

• 370 Departmental reports/projects• 121 theses (hardcover/paperback)• 57 Repairs• 3 Self published works• 1 Reprint

More?• Questions?• Interested in seeing PODS in action?• Have a project in mind?

David McCaslin

david@library.caltech.edu

626-395-6412

OR

pods@library.caltech.edu

626-395-6437

Shameless PlugDistinguished Achievement in Access Service Award• Sponsored by Generation Fifth• $500, citation, & registration to the

Annual Access Services Conference @ Georgia Tech Nov. 11-13, 2015

• Nominations should include:– Nominee’s contact info– Background on career in libraries– Description of contributions and

special accomplishments in Access Services related to the three evaluation criteria

– Self-nominations do require a supporting letter from a colleague

Access Services Conference Support Staff Travel Scholarship• Sponsored by Access Services

Conference• Travel funding, registration to

conference, & citation• Nominations should include:

– Nominee’s contact info– Background on career in libraries– Description of achievements in

field of access services– Describe how attending

conference might be beneficial

Email nominee information or Q’s david@library.caltech.edu

Amanda Kramer &

Andrea VassarWashington College

Disability Services Triage for Access Services Librarians

ALA FEAST 2015

About Us

• Liberal Arts; Eastern Shore of Maryland

• Student population ~1,400• 10% come through Office of

Academic Skills (our Disability Services)

• Library is “gateway” to OAS office• Small school = multiple

responsibilities for librarians and OAS director

What are we seeing?

• Librarian + OAS = Partnership• Physical

– Sensory, mobility, chronic medical, temporary (like broken bones) challenges

• Mental– Anxiety, depression, learning disorders,

ADD/ADHD, traumatic brain injury, ASD challenges

What are we doing?

• “Triage” Strategy–OAS referral–Watching for signs –Tips and tricks–Refer – don’t diagnose!

What else are we doing?

• Website and collection revamp• Working with visual impairments

• Working with ASD• Working with Universal Design

What we’ve learned …

• Being aware of the resources – IMPORTANT!

• Being aware of the student … EVEN more important!

Talk to us

Andrea Vassar, Director of Disability Services and the Office of Academic Skills

avassar2@washcoll.edu

Amanda Kramer, Director of Access Services at Miller Library

akramer2@washcoll.edu

Denise O’Shea

Montclair State University

Access Services in the Garden State

Denise O’Shea, Head of Access Services & Systems, Montclair State University

Let’s Circulate

http://www.aaroads.com/northeast/new_jersey001/nj-036_wb_at_gsp_sb.jpg

Hot Topics

• 24/7 Services• Inventory• Study rooms• Food• Delivery

Services• Copyright

Presentations

• Rutgers Space Management Database

• Collaboration• Staff

Development• Universal

Borrowing

http://tinyurl.com/RUspace-mgt

Future

• Survey• Listserv• 2016 meeting• Sessions and

posters at regional conferences

http://farm5.static.flickr.com/4138/4909213666_84e1a4dfa0.jpg

Thank you!

oshead@mail.montclair.edu

Rameka Barnes

Texas A&M University

Paul Sharpe

University of Missouri – St. Louis

Questions??