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Wilma Jones, Chief Librarian & Jonathan Cope, Instruction/Reference Librarian

Assessment Day Presentation

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Page 1: Assessment Day Presentation

Wilma Jones, Chief Librarian & Jonathan Cope, Instruction/Reference Librarian

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“Progress implies change. Not all change is progress, but all progress requires change. Change can be planned or unplanned. Libraries have experienced some serious unplanned changes in the recent past; they have been buffeted by changes in technology and scholarly communication and the downturn in the economy. Even so, most libraries have adapted wonderfully to the changes and challenges created by the new technologies.”

http://vnweb.hwwilsonweb.com.proxy.library.csi.cuny.edu/hww/jumpstart.jhtml?recid=0bc05f7a67b1790eed4e0e670c2f3af184878d629373a294be35fcfa0dcdbb05a8a3a9443b5f1ec5&fmt=H

Hernon, P., & Altman, E. (2010). Embracing Change for Continuous Improvement. American Libraries, 41(1/2), 52-5. Retrieved April 4, 2010, from Education Full Text database.

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Planned changes that occurred through Strategic Planning…

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Unplanned changes that occurred that needed immediate response…

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Sought funding to acquire 250 additional chairs and 50 PC workstations…

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2004 2009

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External forces and national trends Changes at CSI Impact of Surveys – 1999, 2004, 2009

Collections; Services; Environment; Technology

The way forward What progress have we made? Benchmarks

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The CSI Library supports the educational mission of the College of Staten Island and the research needs of its students, faculty, and staff by collecting, preserving, and providing access to scholarly materials in a variety of formats.

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…let’s look at external forces and national

trends.

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Technology transforms and enhances many of the research resources and services in Libraries…

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Card catalog (one location)

Books Periodicals Indexes & Abstracts Magazines & Journals Audiocassettes Videocassettes Microform CD-ROM Dumb terminals

Online catalog (worldwide)

E-books, E-readers, & mobile devices

E-periodicals Full-text databases E-journals & E-zines Podcasts & RSS feeds DVDs Computers & Laptops Full-text databases Streaming Media Scanning workstations

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F2F Reference Telephone Reference Articles & Textbooks

on Reserves ILL articles delivered

in print Classroom for library

instruction Display case exhibits Media delivered to

classroom

Chat Reference Virtual Reference Laptops &

Calculators on Reserves

ILL articles delivered via e-mail

Computer lab for library instruction

Online exhibits Smart classrooms

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Physical visits: decreased 9.2% from 1994-1998 increased 19.6% from 1998-2004

Reference transactions decreased 33.5% Circulation transactions increased 9.3% Inter-Library Loan increased 60%

(American Library Association Office for Research & Statistics, 2008).

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Changes at CSI

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8,397 Student FTE (11,980

headcount) 308 Faculty

9 Associates 34 Bachelor’s 10 Master’s 4 Doctoral

=57 programs

9,979 Student FTE (13,092

headcount) 358 Faculty

6 Associates 45 Bachelor’s 15 Master’s 7 Doctoral

=73 programs

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203,000 books NO e-books 1,400 print journal ~5000 e-journals 800 microform titles 14 electronic

resources 2000 films and videos CD-ROM databases 5,000 sound

recordings

243,000 books 110,000 e-books 250 print journal 44,000 e-journals 1 microform title 143 electronic

resources 3,000 DVDs and other

new media materials 5,000 sound

recordings

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8,397 Student FTE (11,980

headcount)

50,719 nasf 550 seats 24 dumb, 27 PC

workstations (+ 24 in library

instruction lab) 3 network printers

9,979 Student FTE (13,092 headcount)

50,719 nasf 674 seats 66 PC workstations,

50 Laptops

(+65 in library instruction labs)

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Considered state-of-the-art equipped with: Electronic Theatre for multimedia presentation Media Distribution System throughout campus Multimedia Lab Faculty Center for Excellence in Media &

Pedagogy

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1998

2005

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Impact of Surveys:199920042009

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Dominant Comments: Faculty ranked the book collection – F Students ranked the book collection – C Faculty ranked the journal holdings – F Students ranked the journal collection – D+ Faculty ranked multimedia resources – D- Students ranked multimedia resources – C

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Library’s response: Requested an increase in base budget to build

the collection Library/Faculty committee restructured to

include faculty rep from each department in order to facilitate better communication

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Dominant comments Faculty ranked the ILL/DD – F Students ranked ILL/DD – C- Faculty ranked Internet training – D- Students ranked Internet training – D+ Faculty ranked the orientation programs – D Students ranked orientation programs – C

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Library’s response Revamped workflow in ILL/DD and

upgraded equipment Implemented workshops for faculty Recruited Information Literacy Librarian

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Dominant comments Faculty ranked sufficient seating – B+ Students ranked sufficient seating – C+ Faculty ranked comfortable, quiet – A- Students ranked comfortable, quiet – C+ Faculty ranked late evening/weekend hrs – C/D Students ranked late evening/weekend hrs -

D-/D-

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Library’s response: 80 seats re-upholstered Public safety officers asked to patrol

through library No funding received to extend hours of

service

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Dominant comments: Faculty ranked full-text journals online – F Students ranked full-text journals online – C Faculty ranked access to e-databases – F Students ranked access to e-databases – C+ Faculty ranked sufficient PCs available – F Students ranked sufficient PCs available – C

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Library’s response: Upgraded dumb terminals to PCs Entered into CUNY consortia for e-resources

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Dominant comments Faculty ranked knowledgeable staff – B Students ranked knowledgeable staff – B Faculty ranked courteous – B- Students ranked courteous staff – B Faculty ranked teach about info resources – B Students ranked teach about info resources – B+

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Library’s response: Continued to encourage library faculty and

staff to seek professional development activities

Introduced in-service peer-to-peer training & sensitivity training for all staff

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LibQual+, a survey tool developed by the Association of College and Research Libraries (ACRL) to assess user’s opinions of the quality of service in academic libraries.

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27.40%

34%

26.70%

11.90%

0.00% 10.00% 20.00% 30.00% 40.00%

1

Percent

Res

po

nse

s

Percentages of Total Responses

Technology

Environment

Services

Collection/Holdings

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Dominant comments: 66% interested in the electronic collections

and training for access to the e-collections 30% concerned about the print collection

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Library’s response: Targeted collection development to meet the

needs of the curriculum Increased resource sharing efforts with other

CUNY libraries Upgraded ILL/DD service Created at Digital Library Learning Lab Expanded Library instruction into Gen Ed and

Majors

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Library Instruction - Levels

020406080

100120140160180200

2005/06 2006/07 2007/08 2008/09

# o

fcla

sses

Remedial

100 level

200 level

300 level

400 level

500+ level

223 269 247 268

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Dominant comments: 57% praised the “extremely helpful,”

diligent” staff, along with 9% who expressed dissatisfaction with staff

10% commented on the excellent library instruction services

19% were concerned with library hours

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Library’s response: Extended evening and weekend hours

during the last 3 weeks of the semester. Expanded in-service professional

development to include adjunct faculty Cross-training for support-staff

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Dominant comments:

68.8% expressed dissatisfaction with noise level, cell phone use, worn furniture, poor lighting, and presence of food

15% expressed positive comments about experience in this “fine library for a four-year college.”

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Library’s response: Established noise level/study zones Acquired Aeron chairs & replaced 1st fl study

chairs Created study group rooms Increased signage re: cell phone use & food Replaced lamps on all study tables Public safety officer stationed on 3rd floor

(8hrs)

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Dominant Comments:

62.5% requested access to more computers and printers

20% appreciated CELT, but requested more “technical training workshops”

17.5% appalled with “frequent disrepair” of PCs, printers, copiers, and microform machines.

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Library’s response: Increased staffing in CELT with CLT to assist

with one-on-one trainings Hired a second CLT as Systems Manager to

maintain PCs and peripherals Created the Document Center – rent laptops,

etc. Upgraded PCs, added 16 PCs, 11 laptops and

2 printers Changed Copy service contract

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Dominant comments: 36% would like more books/e-books 21% asked for more databases and research

resources 18% specifically asked for textbooks

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Library’s proposed response Currently investigating appropriate e-books &

e-textbooks for purchase Advocate for additional funding to purchase

more research databases and resources Hope that CUNY continues to fund the

Textbook Initiative

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Dominant comments: 15% compliments for librarians & staff, and

8% better service 15% requests for longer loan periods for books 10% requests for training workshops on

research databases

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Library’s proposed response: Will consider extending loan periods Request additional staff to institutionalize

training workshops successful faculty workshops during 2010 Winter

Intersession Integrating “Chat” into general reference

services

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Dominant Comments 22% complained about noise, especially the

3rd floor 22% need longer hours of service 16% would like more comfortable seats 10% asked for more study spaces 5% requested more bathrooms (none on 3rd fl)

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Library’s proposed response Will investigate noise complaints on the 3rd fl –

silent zone Will consider additional hours

currently monitoring extended hrs of 11+ as of September 2009

Study group rooms on 2nd fl under construction this summer

Additional 100 chairs to arrive April 16, 2010

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Dominant comments: 40% asked for “more computers” 14% stated “block FaceBook,” “MySpace,”

and “games” 13% wanted more outlets and better wireless

access 9% asked for more laptops and access to

more laptop printers

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Library’s proposed response: Plans to increase number of PC workstations

20 (April 16) 30 (summer 2010) 25 laptops added Dec 2009

Wireless was boosted by 20 access points during winter Intersession

No complaints since!! Increased signage re: use of PCs for “research

only”

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2004 2009

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Have we made any Progress?

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Did the library’s responses make a difference?

Library is a much more welcoming place - physical visits are at a record high

Due to the concerted collection development (i.e. faculty and librarians), satisfaction with the various collections has increased – evidenced in 71% in Circulation statistics over the past 2 years

Inter-Library Loan requests for articles continue to climb, primarily for esoteric materials from Canada, New Zealand, Australia, and China.

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Did the library’s responses make a difference? Reference activities via chat and e-mail are on

the rise Silent floor is a success, however it needs the

presence of public safety at all hours that the Library is open

Faculty and staff continue to get high praise from students and faculty

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On-going assessment More to learn from analyzing the 2009

survey data Support CSI’s new mission and vision

Plan for more resources to support new graduate programs

Plan for services for future residence hall students

Keep benchmarks in sight, i.e. CUNY senior colleges and peer institutions

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Exploring new ways of providing information literacy instruction

Continue to expand the book & digital collections

K-12 Curriculum space – 2nd Fl West 5 additional study group rooms 50 more PCs by year end Master Plan promises expansion to 85,000

nasf Integrating Interdisciplinary Research as an

elective in the MALS program

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…continue to think outside the box

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