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Innovations In Perspective

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In October 2007, the University of Colorado Denver Health Sciences Library opened the doors of its new $35 million state-of-the art facility on the Anschutz Medical Campus. The design over 10 years in the planning provided staff, users and architects an opportunity to envision what information services could/should look like a decade down the road. Added to this vision was the challenge of providing reference service during and after the move to those who waited in the wings to relocate to the new location. Almost double the size of the old location, the Health Sciences Library building was designed as a gathering place, but how would staff patterns from the old site fit into this new design? In this workshop you will learn about the Library’s challenges, opportunities, and experiences to improve service and staffing patterns with a temporary satellite library, one-stop-shopping service desk, referral process, online chat service, email, in person contact, one-on-one search consultations, outreach models, wikis, blogs, and more.

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Innovations In Perspective

  1. 1. Innovations in Perspective: Reinventing Information Services at the UC Denver Health Sciences Library August 5, 2008 Reference Renaissance: Current and Future Trends
  2. 2. Denison Library <ul><li>Original library opened in 1937 </li></ul><ul><li>Additions completed in 1962 and 1977 </li></ul><ul><ul><li>55,718 square feet </li></ul></ul>
  3. 3. Health Sciences Library <ul><li>Campus groundbreaking ceremony-April 2006 </li></ul><ul><li>Opened October 2007 </li></ul><ul><ul><li>113,000 square feet </li></ul></ul>Photo courtesy of Jeffrey Beall
  4. 4. Decision to Move to the SSL <ul><li>Streamline 3 service points to one </li></ul><ul><li>Staff tasked to develop the concept </li></ul><ul><li>Taskforces for scheduling, referral, and training </li></ul>
  5. 5. Scheduling Task Force <ul><li>When2Work software http://whentowork.com/ </li></ul><ul><li>“ Prototype Phase ” </li></ul><ul><li>Tested with Student Staff first </li></ul><ul><li>Identify “Core Desk Group” </li></ul><ul><li>Double staffing vs. Single coverage? </li></ul><ul><li>Student Staff Role </li></ul>
  6. 6. Training Task Force <ul><li>Started meeting April 2007, 6 months prior to move </li></ul><ul><li>Composed of 5 individuals representing various library units </li></ul><ul><li>Training was for current employees but eventually the model could be used for new employee training </li></ul><ul><li>Refined core competencies and functions identified by the Referral Task Force </li></ul><ul><li>Conducted a survey to determine training needs </li></ul><ul><li>Identified trainers </li></ul><ul><li>Scheduled training sessions over a period of 3 months </li></ul>
  7. 7. Referral Task Force August of 2006 to January of 2007 <ul><li>Futuristic Model </li></ul><ul><li>For effective referrals: </li></ul><ul><ul><li>What do we ALL need to know? </li></ul></ul><ul><ul><ul><li>Core Competencies </li></ul></ul></ul><ul><ul><ul><li>Developed lists of each area’s core competencies and merged them for single set of SSD Competencies </li></ul></ul></ul><ul><ul><li>Who does what – where? </li></ul></ul><ul><ul><ul><li>Organizational Charts </li></ul></ul></ul><ul><ul><ul><li>Departments > personnel > duties </li></ul></ul></ul><ul><li>Referral Forms: paper and electronic </li></ul><ul><li>Referral Guideline Document </li></ul><ul><li>Training Ideas </li></ul><ul><ul><li>Developed from core competencies. </li></ul></ul>
  8. 8. Training on New Technologies <ul><li>Staff trained on state-of-the-art technology </li></ul><ul><ul><li>LCD Screens </li></ul></ul><ul><ul><li>Recording from Conference Rooms </li></ul></ul><ul><ul><li>Classroom/Teaching Labs </li></ul></ul><ul><ul><li>Student Staff too! </li></ul></ul><ul><ul><li>Lighting & Doors </li></ul></ul><ul><ul><li>Scanners, Software and Peripherals, OH MY! </li></ul></ul><ul><ul><li>Portables </li></ul></ul><ul><ul><li>Room Scheduling </li></ul></ul><ul><ul><li>Networking more software </li></ul></ul><ul><ul><li>Network Cables need not apply! </li></ul></ul>
  9. 9. Changes in LRC Tasks <ul><li>Denison Memorial Library </li></ul><ul><li>Separate LRC </li></ul><ul><ul><li>A discreet AV collection </li></ul></ul><ul><ul><li>Primary responsibility for a Service Desk </li></ul></ul><ul><ul><li>Managed Student Workers </li></ul></ul><ul><ul><li>More direct control with workstations </li></ul></ul><ul><ul><li>Greater IT responsibility and Input on decisions </li></ul></ul><ul><ul><li>Less contact with other library staff </li></ul></ul><ul><ul><li>Singular/Isolated/Autonomy </li></ul></ul><ul><ul><li>Proximity of work spaces </li></ul></ul><ul><ul><li>Very few study rooms with Media </li></ul></ul><ul><li>New Health Sciences Library </li></ul><ul><li>Single Service Desk </li></ul><ul><ul><li>Integrated with general collection </li></ul></ul><ul><ul><li>Work specific SSD hours </li></ul></ul><ul><ul><li>Transitioning Student Workers to another department to manage </li></ul></ul><ul><ul><li>Greater overall public workstation responsibility and input on decisions </li></ul></ul><ul><ul><li>Less interaction/association with IT </li></ul></ul><ul><ul><li>More interaction/association with Reference and Access </li></ul></ul><ul><ul><li>More privacy in work spaces </li></ul></ul><ul><ul><li>More meeting rooms = more AV to schedule and manage </li></ul></ul><ul><ul><li>Larger Teaching Labs = 40 laptops to keep updated </li></ul></ul><ul><ul><li>More study rooms with Media to manage </li></ul></ul>
  10. 10. 9 th Avenue Satellite Service <ul><li>700+ users in 2 months </li></ul><ul><li>Open 15 hours a week </li></ul><ul><li>Touchdown Suite rather than “Branch” library </li></ul><ul><li>Provided access to textbooks, computers, free printing and study space </li></ul><ul><li>Solo librarian </li></ul>
  11. 11. Staying Connected <ul><li>Move from in-person to virtual contact </li></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Instant Messaging </li></ul></ul><ul><ul><li>Live Chat </li></ul></ul><ul><li>Consultation services </li></ul><ul><ul><li>One-on-one, integrating librarians into the research community </li></ul></ul>
  12. 12. Stepping Out <ul><li>Going where users are: </li></ul><ul><ul><li>Roving the library </li></ul></ul><ul><ul><li>Office hours in other buildings </li></ul></ul><ul><ul><li>Liaisons </li></ul></ul><ul><ul><li>Outreach to the underserved </li></ul></ul><ul><li>Keeping it straight: </li></ul><ul><ul><li>Wikis </li></ul></ul>Going to where our user are
  13. 13. Challenges <ul><li>Staff changes </li></ul><ul><li>Acclimating to a new building and city </li></ul><ul><li>Stress (staff, customers) </li></ul><ul><li>Role changes </li></ul><ul><li>Logistics  </li></ul>
  14. 14. Tips for Success <ul><li>Don’t expect perfection on the first try </li></ul><ul><li>Give everyone a voice, hear and honor responses </li></ul><ul><li>Be respectful of others level of stress </li></ul><ul><li>Keep the lines of communication open </li></ul><ul><li>Stay flexible </li></ul><ul><li>Relinquish control </li></ul><ul><li>Maintain a sense of humor </li></ul>
  15. 15. Vision for the Future <ul><li>Continues to be a work-in-progress </li></ul>
  16. 16. Thank you! <ul><li>Presenters: </li></ul><ul><ul><li>Dana Abbey, [email_address] </li></ul></ul><ul><ul><li>Rhonda Altonen, [email_address] </li></ul></ul><ul><ul><li>Addie Fletcher, [email_address] </li></ul></ul><ul><li>Contributors : </li></ul><ul><ul><li>Paul Blomquist, [email_address] </li></ul></ul><ul><ul><li>Tina Drew, [email_address] </li></ul></ul><ul><ul><li>Lilian Hoffecker, [email_address] </li></ul></ul><ul><ul><li>Lisa Traditti, [email_address] </li></ul></ul><ul><ul><li>Beth Tweed, [email_address] </li></ul></ul>