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Integrating the Public Services Desk - A Piece of

Cake?

Jill Powell, Zsuzsa Koltay, Mary Patterson, and Linda Bryan

Overview – Zsuzsa Koltay Managing Transition: the People Side of Change

– Linda Bryan Vision of Roles – Mary Patterson Cross Training and Scheduling – Jill Powell

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Before Access Service Desk

8 a.m. – 2 a.m. Students and access services

supervisors Reference Desk

55 hrs/wk Staffed by not quite 3 FTE

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Motivation for change

Make time for outreach (Duffield timing a given)

More flexible staffing One stop shopping Triage questions even at 1 a.m.

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Opportunity

Renovation – mixed blessing Chance for “right” results New beginnings in beautiful new space BUT made project harder because

construction schedule drove everything Integrated 25 new computers and 2 group

study rooms into first floor – lots of changes at the same time

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Change process

Phase One – Spring and Summer 2004 Conceptualize goals Identify core competencies Start cross-training Design service desk

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Change process

Phase Two – Fall 2004 – renovation work Desks moved next to each other Separate operations Hands-on training Team building Identify issues to work through

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Change process

Phase Three – Spring 2005 – in new space Install new desk Start new service model and schedule Monitor effectiveness and emerging

issues

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Desk TransitionsStages 2 and 3

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Working groups

Goals and definitions Process Vision of roles Cross training

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Tiered staffing model

First responder: student up front Shift supervisor: access services or

reference staff – at second tier desk On call: reference or access services

staff with complimentary specialty

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Management lessons

Team building takes time Organization development help is invaluable Skill building for communication, common

problem solving Communication and reinforcement of goals

helpful Logistical disagreements or conflicting

visions? In an ideal world: no phase two

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Managing Transitions:The People Side of Change

Managing Transitions:The People Side of Change

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Signs Of Transition: GRASS

Guilt Resentment Anxiety Self-

absorption Stress

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Transition Process

• Shift that emerges from a process

• Follows internal clock of the heart and spirit

Requires:• New attitudes

/identities

• New understanding

• New values

• Needs to be nurtured

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Team Transition Issues

Policies & Procedures Decision Making Behavioral

Standards/Expectations

Priorities Work Schedules Training Roles

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Vision of Roles

Development of a 3 tier system

Expanded job expectations

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Desk TransitionsStages 2 and 3

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Integrated Desk

Tier 1

Tier 2

Tier 3 – staff officesConsulting

Desk

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Blending Two Cultures

Circulation: rules based Reference:

communication/interview based Demands different for daytime,

nighttime: staffing limits

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Adapting To Many Changes

Physical Learning curve Reaching out to each other: recognizing

"I don't know, but she does" New and broader job performance

expectations

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Issues To Work Through

People: student training and oversight Programs available on this computer

vs. that computer Integrated service desk set-up: where

are the pencils? Deciding when: calling on the 3rd tier;

handing off questions

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Cross Training and Scheduling

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Cross Training Goal to train all desk staff basic

competencies in reference, circulation, and computing.

Extend basic reference service to all hours the library is open.

How to accomplish? How to find the time? How to assess?

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Establish Competencies

Joanne to coordinate Circulation training

Jill to coordinate Reference training Aaron to coordinate Computer

training Create training materials; post on

web

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Cross Training

Distribute workload to all Engineering Library Desk staff team members

Training buddies Buddies ensure accountability Blackboard used to maintain

training materials

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Circulation Cross Training

Basic Circulation Transactions Patron Records and Blocks Recalls and Holds Reserves and Billing Records Renewals and Item Records

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Reference Cross Training Reference Basics (interview, online

help, reference collection) Library Online Catalog (how to read a

citation, LCSH, Find Articles/Databases/Ejournals, ILL)

Engineering Short List of Databases (1) Engineering Short List of Databases (2)

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Blackboard

Each trainer would prepare a descriptive teaching document as well as a test. These would be sent out once a week via email as homework.

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Computer Training

Workshops FAQ posted on ACCEL website

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Integrated Desk Scheduling

Integrated Services Desk CoordinatorDuffield, Chat shifts; committee meetings

Before Staffed separate reference desk 55 hrs/week Included evening hours

After Reference staff the combined desk, Duffield,

and Chat 37 hrs/week Night reference specialist shifted to daytime

hours and all 4 reference staff participate in Duffield service.

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Sample Desk Schedule

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Advantages

Increased job responsibilities and skills Being more fully involved in more library

functions can lead to job enrichment. Flexibility to achieve more outreach. Can intercede when overheard circulation

question turns into a reference question. Circulation staff gain more off-desk time.

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Challenges Increased outreach (instruction

classes, training, meetings, Duffield, Chat shifts) has impacted scheduling

Less time to do email, project work while at the front desk

Cross training still ongoing.

www.englib.cornell.edu/staffpresentations/

pieceofcake.ppt