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Travis Teetor's picture

Circulation/Access Services Discussion Group (LLAMA/SASS) at Midwinter 2015

Welcome & Introductions by Denita Hampton (Chair): Kendra Skellen (Vice-Chair); Travis Teetor (Secretary)


  • Paul Sharpe:
  • Access Services Conference for 2015 will be in Atlanta 11/11 – 11/13; will be sending out calls for proposals and volunteers.

Approval of Minutes from Annual 2014 - approved

Poll on meeting time - including online votes: 8am [3 people] vs. 1pm on Sundays [33 people])

Discussion Topics

  • Training Coordinator - does anyone (particularly small or medium sized libraries) have a customer service training coordinator for all service points?  Is this in addition to the person who trains for specific jobs (stacks, circ desk, ILL)?  Is this a grad assistant or staff position?
    • Penn State – has a training committee that has worked through standards and checklists to develop a curriculum for public services training.  They requested a training coordinator who has a long career in teaching in high school and started about one year ago; including online certification, but they had to teach her to work in libraries.  25% of her time is spent on desks.  She’s created videos on phone etiquette, emergency procedures, etc…  Her focus is just focused on public services, but this role will be expanding.  They purposely decided not to have this position report to HR, but Access Services.
    • Hamilton College – hiring undergrads students to do peer training.  They create checklists, training materials that the students use.
    • Grand Valley State University (GVSU) - we have created a position called the User Experience Manager.  We have a single service desk environment at each of our three locations, and while our UX Manager is not directly responsible for training at all three locations, she does provide leadership on innovative training with the end user in mind.  Customer Service is an important component and emphasis of our program, however, her focus and training efforts stem beyond the service point and customer service to spaces throughout the library.  This has positioned our staff to observe and collect data related to how patrons interact with our services, spaces, technology, and furniture which allows us to more proactively and responsively improve the end user experience.  This has greatly improved our ability to delivery satisfactory customer service and quality experiences throughout the library.  This is a full time management position.  We still have a more traditional circulation coordinator who reports to !  The UX manager and takes care of the logistical pieces of student hiring for the UX team along with the more traditional circulation management pieces.
  • Study rooms - reservable or first-come first-served?  Problems with just one person in the room and other students not willing to ask to share the room?
    • DePaul – different study groups – students and those who have registered; at least two people need to be in the room and an ID is required.  They will kick out only one person.
    • UC San Diego – Uses Evanced’s D!bs (http://dibs.evanced.info) for reservations.  Students can print out a piece of paper to confirm reservations, but the service mostly self regulates.  If there is a problem, one of their library security officers will negotiate the situation.  They also have first-come-first-serve rooms equipped with media for practice presentation that aren’t on reservation system and priority is for equipment use.
    • U Penn – switched to LibCAL v.2 (http://springshare.com/libcal/), which has Shibboleth authentication.  There haven’t been complaints about the mobile interface.  They could pull demographic information, but they haven’t done so.  As with all reservation systems, students have figured out that each person in a group can make reservations to keep the room longer.
    • Penn State – uses a local reservation system shared with their Student Union.  They can also capture the number of turn-aways through the system.
    • Northeastern – Event Management System in use, but that’s because it’s what the campus uses.  Grad students have their own study rooms that they can book.
    • Grand Valley (GVSU) - Our rooms are reservable, and if available, first-come first-served.  Our studies show the majority of time we find just one person in the room, we typically have other rooms available for groups.  During peak times when all rooms are filled, we do not often find just one person in a room.  That said, I do not believe most students are comfortable asking another student already utilizing the room to share, but I do not have data to back that up.
    • University of Arizona – they are reservable and we use Evanced’s D!bs software and pretty much self-manage.
  • Outreach efforts for library services - who does this?  Access Services or other library department?  What types  (locations) of advertising for which services?  Follow up/assessment of those efforts?  How do you know what was effective? Social media?
    • Columbia College – has a separate department that does “community engagement and initiatives”.  They use EMS campus scheduling and students will help with event setup.
    • University of Seneca – has a title of Head of Access and Outreach, but doesn’t have other dedicated staff for this work.  Her charge is to reach out to non-academic units on campus and reference librarians reach out to academic.  She uses social media and reaches out to admissions and multicultural centers and has learned that you need to partner with librarians and work together.  Took on Disabilities Office and copyright, which has substantially increased visibility on campus.
    • Emory University – has an Education and Outreach Librarian (not under Access Services).  This position works with a team of others in the library (Access Services, Reference) and they also reach out to non-academic services.  Social media – they learned that every class has their own Facebook page so they can’t just post to the central Emory site.
    • Harvard – small staff in departmental/museum and they maximize each in person interaction by looking for people who need help.  They do have a Facebook page, but it doesn’t enhance their profile with undergrads…
    • U of Missouri St. Louis – Facebook is used by their Outreach Committee, but they also make announcements about hour changes.  Campus marketing sometimes pushes out their news items.
    • University of Dayton – Communication and Outreach team includes someone from Access Services.  They use Twitter and have API scripts to pull out information from students tweets.  For example: possible incidents in the building.  This feed is monitored by their outreach staff during the day and desk staff at night.
    • Penn State – program that heavily featured Access Service, but it had mixed reviews and they may still repeat it.
    • Grand Valley (GVSU) - This is piece-meal throughout our organization, and it depends on the initiatives of each department.  Leadership from different areas of the library meet from time to time to coordinate outreach efforts so we are duplicating work, or sending the mixed signals to those outside of the library.  Our Ops and User Services (Access Services) department tends to look for opportunities to focus our outreach efforts on other academic support departments who work a lot with students; or with student organizations.
  • How are other academic institutions handling media on reserves for distance education/MOOC classes?  How do we get that material, that content, to them, unless we purchase streaming rights?
    • Distance education – these are your students so it a different approach.  MOOCs tend to use open source resources or create their own content.
    • Colorado State – part of academic and computing services so this is outside of the library’s purview.  Their ACNS unit does a streaming video for classes and they figure out all of the copyright and digitization.
    • Princeton – supported a MOOC of around 80,000 students.  There were six STEM members supporting the class and they paid royalties for some images, but also looked for open source materials.  For materials that weren’t online, they would contact the author and ask for permission.  Since it is a MOOC, some were okay with it and some charged, but there isn’t a clear approach.  They have a lot of conversations about what is allowable with faculty.  Many use YouTube, but you have to be aware that the content could be pulled.  If it has been there for several years, then it may continue to be there; however, you need to be aware of legality.
    • ALA’s Digital Media Roundtable is a group that you could follow up with if you want to explore this further.  Dave Farley is also well known in this area and could be contacted.
    • Grand Valley GVSU - We are behind the times on this one, and I look forward to hearing how other libraries are handling this!
  • Hi density storage facilities discussion. (Georgia Tech) – is anyone using these facilities and providing service?
    • Columbia University – they have a lot of books at their facility (around 12 million, which is around ½ of their print collection – primarily consisting of low use items).  This is part of the Research Collections and Preservation Consortium (RECAP - http://recap.princeton.edu), which they started building in 2001 and opened in 2002.  The consortium participants include Columbia, Princeton and the New York Public Library and has a daily delivery model contracted through a moving company where items are sent in 1-2 business days (37% of the time within 1 day).  They maintain access permissions, including who can request which items and where items are delivered to.  They call it a collection and not a library because they draw from everywhere on campus (not just the library.  Initially there was resistance, but they won everyone over with quality of service and speed.  They have a position handles relations and oversight of the service.  They have very few delivery failures (due to having backups in place) and they also offer a chapter scanning service.  The catalogs of the different institutions aren’t yet integrated so they use Interlibrary Loan; however, they are exploring a software to allow for more direct access.  In addition to offsite shelving, they use it for offsite storage for unprocessed archival collections.  At Princeton, each librarian hand selects which item goes into storage.
      • How did you win faculty over?  You can never make everyone happy and there are still a couple who aren’t happy, but you should listen to and address these concerns.  They are sending some new acquisitions directly over and justify this because they can assure availability, which isn’t as easy to guarantee for the stacks.  They rely heavily on success of the service.  They also point out that there are many branches and items are spread out so it is actually easier to browse the virtual shelf and see everything in one place.  They deliver twice a day and send out notices three times so they know when items are available sooner.  Increasingly, there is a space war between teaching and student use so this helps sell faculty.  Also, don’t use the word “storage” because people will picture the end of the Indiana Jones movie…
      • What about unfilled holds?  Not every book is used by patrons and some items are returned immediately.  They found 6 years ago that 6% circulated, 30% inspected 10% never picked up.
      • Do you have a reading room on site?  Usually, people who use collections on site are viewing large collections, but this is appointment only (they are hard to find).
      • Do you ever bring items back to the circulating collection?  Columbia doesn’t have a process because items don’t turn out to be high use.  In general this isn’t practical to do, but they’ll bring items back on demand from faculty.  Penn – anything more than three times in 24 months, they’ll decide if it should come back (very few do), but they’ll also bring things back on demand if they know it is being used by faculty.  To make faculty happy, they can show that digital access is faster from the offsite facility than they can deliver onsite. 
    • NYU – similar service, but they use an outside company that has excellent inventory control.
    • Harvard University – they also serve as a record’s management service for the campus.  They just added their 10 millionth item.  They are currently running out of space and are exploring next steps. 
  • Can anyone talk about smart fulfillment for Access Service
    • Harvard - wrote a white paper on the need for this using this for “get it” single click service for accessing materials, but it still isn’t available as a service.  The idea is that we should automatically direct people to the fastest means of access.  Brown does this using a system they’ve developed with WorldCat Local sitting on top – it uses an algorithm based on patron input information.  ProQuest is talking about this with Entota.  Chicago is working on a design, but they still need to work with vendors to find ways to make this possible.
  • Who provides faculty pickup and delivery?
    • Syracuse University – delivery is provided using a mix of three staff members who process requests through Voyager.  They have two trucks and students with delivery bags.  Delivery is within 24 hours (their guaranteed turnaround) M-F and they pick up when requested via e-mail.  They’ll request ILL automatically if an item isn’t available.
    • Kent State – uses campus mail, but they make it clear that it isn’t a rush service and it is a convenience.
    • U Missouri St Louis – has off site storage (not hi density) and are in the midst of evaluating whether anything needs to be brought back, but they had to promise delivery of item and decided to use campus delivery.  They worked around this by setting up an opt-in that they would be responsible for the item checked out to them before giving to campus mail.  They run this through ILL.  Note: because of this, no one has used the service and they elect to come into the library.
    • Harvard – FRITA service does this for their law faculty (including purchasing ties for faculty who need them for presentation).
    • U of Denver – they would do whatever it takes for their law faculty as well…
    • Many will pick up from the library when we page items on their behalf.
  • National Library Week Activities? –