2015 Presentation Abstracts

Creating Customer Service Training for the Academic Library

      Customer Service

Academic libraries serve patrons with various needs and position themselves as trusted partners across the campus community. To understand how each staff-patron interaction develops the image our users have of us, the MIT Libraries, with the help from consultants, created a customer service training tailor-made for our mediated services staff. The training had two overarching goals: to ensure users have a great experience no matter where they start and to recognize that every staff-patron interaction contributes to the Libraries’ image. While creating customized training, we acknowledged the challenges of serving a diverse community–from Nobel laureates to the Greater Boston public–and the various modes of communication we use to serve them. We sought to understand our users’ perception of our services and to develop our colleagues’ skills to meet them. This session details our training curriculum as well as the obstacles and successes we encountered during the implementation process.

Speakers

Molly McInerney
DOT Liaison and Course Support Librarian, Massachusetts Institute of Technology
I am a member of the MIT Libraries’ Information Delivery and Library Access department. My primary responsibilities are managing the centralized course reserves service across our library units and providing resource sharing services to the US Department of Transportation. I have been at MIT since 2012 and previously worked at the Volpe National Transportation Systems Center’s library.

Maria Rodrigues
Access Services Manager, Massachusetts Institute of Technology
Maria is the Access Services Manager at MIT Libraries’ Hayden library for science and humanities.

Venue – Global Learning Center

Building a Joint High Density Remote Storage Facility: a Public and Private Collaboration

      Remote Storage

Georgia Tech and Emory University will be opening a new joint high-density storage facility, the Library Service Center (LSC), in November 2015. The LSC will house a shared collection of materials, provide delivery services and free up space on the main campuses at both universities. Services will include a reading room allowing users to consult materials on site as well as delivery of print and electronic materials to library patrons. Implementing the LSC has been a multi-year project involving many staff from both institutions. This jointly managed facility is a unique collaboration between a state and a private university. The presenters will review the project timeline and discuss the complex process of bringing two complimentary institutions together. Key points will include a review of the many service and collection agreements necessary to effectively manage a jointly-run facility for many years to come.

Speakers

Amy Boucher
Head of Access Services, Emory University
I have been Head of Access Services at Emory University since 2009, and have worked in libraries for over 20 years. Most of my career has been spent in Access Services, including Interlibrary Loan and Circulation. In recent years I have also been involved in several major projects including ILS implementations, major library renovation projects, and implementing new library services. I have a BA in Spanish from the University of Kentucky and a MS in Library Science from the University of Illinois.

Stella Richardson
Asst. Project Manager for EmTech LSC and Access Services Librarian, Georgia Tech

Venue – Global Learning Center

Opening Course Reserves: One Year Later

      Reserves

UTSC Library introduced a self-service model for course reserves in September 2014. We presented “Changing Time, Changing Needs: Opening Course Reserves” at the Access Services Conference in 2014. We discussed our project plan, implementation, and outcomes to date. At the time of the presentation, the service was less than 2 months old – much of our data was new and audience members had many questions. One year after implementing our new course reserves service, the service model in the library’s User Services unit has changed dramatically. Creating self-service course reserves freed up staff time and space. This gave us the opportunity to consider new services and ways in which we could improve user experience. We will present a review of the first year of our course reserves self-service model, including outcomes, user feedback, and lessons learned to date. In addition, we will discuss new service initiatives in the library, such as single-service desk model and the creation of a digital innovation lab.

Speakers

Lola Rudin
Liaison Librarian, University of Toronto Scarborough
Lola Rudin is the Anthropology, Management, Math, and Sociology Librarian at the University of Toronto Scarborough Library. She provides research assistance, information literacy instruction, and collection development expertise to the university community. She is also heavily involved in assessment activities and in special projects. Currently she is working to bring an e-reserves system to the University of Toronto Libraries system. Lola is interested in innovative library services and user experiences especially as they pertain to library spaces.

Adriana Sgro
Access Services Team Lead, University of Toronto Scarborough
Adriana Sgro is the Team Lead for Access Services at the University of Toronto Scarborough Library. She is responsible for Course Reserves, as well as supervises Resource Sharing. Currently, she is working to introduce an E-Reserves management system at UofT. Adriana has been involved with implementing several projects at UTSC Library, including Quiet Library Monitoring, the Popular Reading and DVD collection, and InfoExpress, a premier delivery service for faculty. Adriana holds a BA Honours Degree in Music from York University, as well as a Library and Information Technician Diploma from Seneca College.

Venue – Global Learning Center

Ask Us: A Single Service Point Success Story

      Customer Service

In early 2014, the North Carolina State University Libraries charged a team to plan a single service point combining circulation, reference, and technology support that could be achieved in time for fall semester, without lengthy or expensive renovations, in a forty-year-old building. The cross-departmental team included librarians and support staff. The “Ask Us” Center opened on schedule, and provides a measurably improved user experience alongside expanded roles and responsibilities for Access Services staff. The presentation outlines the space and staffing changes at the new Ask Us Center, details on changes to staff roles and structures, and a discussion of training for frontline student staff. It will explain how the Ask Us service model retains staff experts front and center and works in partnership with an existing chat reference service. It will also reflect on what works, what we’ve already changed, and what challenges remain based on observation and data.

Speakers

David Woodbury
Associate Head, User Experience, North Carolina State University
David Woodbury is the Associate Head of User Services at NCSU Libraries. He manages specialized learning spaces including makerspaces, advanced digital media studios, and learning commons spaces in the NCSU Libraries. He helped plan and implement the new public services model for the internationally-recognized James B. Hunt Jr. Library (http://www.lib.ncsu.edu/huntlibrary). He served as a core team member for the Learning Space Toolkit (http://www.learningspacetoolkit.org), an IMLS-funded resource to assist planners with the full life cycle of an informal learning space design project. He has presented widely on innovative uses of technology in libraries.

Rob Rucker
Head, Research & Information Services, North Carolina State University
Rob Rucker is Head of the Research and Information Services Department at North Carolina State University in Raleigh, North Carolina. After earning his MS in Library Service at Columbia University, New York, in 1990, he worked as librarian in the General Research Division at the New York Public Library. From 1996-1998 he was librarian with the Peace Corps assigned to Mohamed V University, Rabat, Morocco. Since 1998, he has been at the North Carolina State University Libraries, and has a held a number of positions in public services.

Venue – Global Learning Center

License to ILL: Interlibrary Loan and Course Reserve Services Support the University Mission to Reduce Costs for Students through Interdepartmental Collaboration and Innovation

      Interlibrary Loan

Each semester students inundate academic interlibrary loan (ILL) units with requests to borrow required course materials. Historically these were cancelled by ILL borrowing offices due to high demand, short loan periods and the ability for the lending library to recall. The solution developed into a pilot project, beginning with the decision to process borrowing requests for course materials from libraries within a consortium, which had agreed to longer loan periods. Additionally, ILL received permission to select course materials and, working with Course Reserve, placed items on reserve, added links to library course pages and worked with course instructors to communicate the availability to students. Workflow and procedures were developed to streamline the process and detailed data was collected on the requests. Learn how an ILL department and Course Reserve unit collaborated to develop an innovative program that provides students access to required readings through patron-driven acquisition, resource sharing and ingenuity.

Speakers

Danika Stegeman
LAII, University of Minnesota Libraries
Danika Stegeman works at the University of Minnesota Libraries Course Reserve. She has a M.F.A. from George Mason University.

Emily Riha
LAIII, University of Minnesota Libraries
Emily Riha works at the University of Minnesota Libraries Interlibrary Loan Borrowing office. She has worked at the Libraries for the past 9 years and received her M.L.I.S. from Dominican University.

Venue – Global Learning Center

Access Services Beyond the Library: building relationships to improve user services and expand the library’s footprint on campus

      Leadership/Management

The Access Services Division at American University has undergone a number of structural changes in recent years. From being housed within the same functional division as Technical Services to being separated again, finding ways to build partnerships that focus on the many various aspects of user service remains the primary focus of the Access Services staff at AU. While we have traditionally looked for new ways to partner within the library, we’ve begun to explore potential partnerships with the larger campus community that have allowed us to improve communications, marketing/outreach, and bring in new resources. This presentation will explore these efforts, focusing on projects initiated with our Offices of Enrollment, Campus Life, and Information Technology. In turn, we will discuss how Access Services and the library have leveraged our unique position on campus, offering our services and expertise in order to increase our relevance and visibility with external partners.

Speakers

Joey Fones
Technology Services Coordinator, American University
Joey Fones has been the Technology Services Coordinator–an access services unit specializing in technology lending, resources, and services– at the AU Library since 2012, and previously held similar positions with the Georgia Tech Library and the George Washington University Library. Joey has his MLIS from Florida State University.

Rob Kelshian
Access Services Director, American University
Rob Kelshian has been with the University Library since 1999. As the Director of the Access Services Division, he oversees Circulation Services, Course Reserves, Technology Services, Interlibrary Services, and Media Services. Rob has served in various roles within both the Washington Research Libraries Consortium and the University Library including a stint overseeing Technical Services which includes Acquisitions, E-Resources, and Cataloging.

Venue – Global Learning Center

Finding a Seat at the Table: What Access Services brings to the changing models of Collection Development.

      Assessment

In recent years, the Access Services Department at the University of Nebraska Lincoln Libraries has been instrumental in developing new models of collection development. Historically, the exclusive domain of Technical or Reference Services, Access Services is actively pursuing an increased role in both acquisitions and withdrawals. To illustrate this, we examine two of the most significant successes, our ILL Purchasing Project and the mass weeding and movement of over one-third of the libraries collections. Both of these operations have come to rely almost exclusively on Access data, through both its retrieval, analysis and implementation. This shift in collection development has seen significant increases in budgets, staffing and roles for Access Services within the UNL Libraries.

Speakers

Michael Straatmann
Circulation Manager, University of Nebraska Lincoln
Michael Straatmann is currently the Circulation Manager for the UNL Libraries. As part of his duties, he oversees ILL Lending, Delivery, Circuation, and all physical aspects of the UNL Libraries Collection. He also currently serves as the Executive Director of the Nebraska Library Association.

Joyce Melvin
ILL Manager, University of Nebraska Lincoln
Joyce Melvin is currently the Interlibrary Loan Manager for the University of Nebraska – Lincoln. She is responsible for daily interlibrary loan and document delivery services, and reserves. In her current position since 2001, she has nearly 25 years of experience working in interlibrary loan. Her professional interests include customer service, automating interlibrary loan tasks and utilizing patron data to advance library services.

Venue – Global Learning Center

Reorganization and ILL : Supporting staff through growth and transition.

      Interlibrary Loan

Interlibrary loan services at Binghamton University were always good-in a run of the mill sort of way. A shift in organization and the addition of a new Resource Sharing Coordinator Librarian illuminated several areas with room for change if not improvement. This presentation is designed to highlight the transition of an interlibrary loan department out of Technical Services and into Reader Services through careful analysis of workflows, staffing, and available resources including ILLiad, and the IDS project among others. We will discuss multiple approaches to fixing serious problem areas-to ensure as little disruption as possible, while launching new initiatives with enthusiasm and support from colleagues within Resource Sharing throughout the Libraries.

Speakers

Nancy Abashian
Head of Reader Services and Resource Sharing, Binghamton University
Nancy Abashian has served the Binghamton University Libraries in many capacities since she began her career in 2006. She is currently serving as the Head of Reader Services and Resource Sharing with oversight of circulation, reserves and interlibrary loan.

Melissa Perez
Resource Sharing Coordinator, Binghamton University
Melissa Perez became the Resource Sharing Coordinator at Binghamton University in August of 2014. Previously, she worked in the Interlibrary Loan unit at Georgia State University.

Venue – Global Learning Center

Revitalizing Customer Service through Student Leadership

      Student Worker Management

The Claremont Colleges’ Library User Services team organized and implemented a library wide student worker program, utilizing leadership techniques focused on the value of our student team members. We targeted our user-centered mission to develop an empowerment based program grounded in assessments, training, and developments of a dynamic and responsive team of students who are able to support our library beyond their job positions, into voices of advocation and engaged learners. Through complete renovations of our Student Worker Assistant Program, User Services is striving to provide as much value to the student experience as the library receives from their efforts. This presentation will share how we brought together all student supervisors, library-wide, to develop a progressive program which allows for student position promotion, reflection and feedback opportunities, professional development opportunities, and most importantly, a library employee inclusive environment which enhances the student’s experience through their employment in the library.

Speakers

Micquel Little
Director of User Services and Resource Sharing, Claremont Colleges
A short 5 years ago Micquel Little plunged into the world of User Services when she became Access Services Librarian for St. John Fisher College in Rochester, NY. At that time, Micquel integrated Circulation and Inter-library Loan into one dynamic team with a user-driven focus. Micquel’s interests have grown into organization wide discussions regarding User Services’ leading role in the future of academic libraries. Micquel really enjoys collaborating with colleagues across the nation; she coordinates the IDS Project’s Online Learning Institute, an initiative she founded, which strives to combine partnerships from across the country to provide community based resource sharing trainings in an online environment. Micquel recently moved to Southern California after accepting the position of Director of User Services and Resource Sharing with Claremont Colleges Library where she is thrilled to pursue her love of running without donning 93 layers first!

David Bolinger
User Experiences Manager, Claremont Colleges
Starting out as a stacks manager in 1998, then later moving through Interlibrary Loan and Circulation, Dave’s focus has been increasingly ruddered toward providing excellent patron interactions and experiences. In 2014, he was moved into a new role at our library as the User Experience Manager, and he brings a positive enthusiasm for enhancing the overall patron experience offered by our library. Dave has recently successfully collaborated with our Reference, Teaching, and Learning Services group to revamp and revitalize our student worker program, with an emphasis on training and creating student leaders in the library who become library ambassadors willing and able to spread the word about the amazing resources and services the library provides. When he isn’t molding regular student workers into amazing student workers, Dave enjoys spending time with his family and playing guitar.

Venue – Global Learning Center

Re-thinking Access Polices & Service Image on an Open Campus

      Access + Security

The culture of MIT places a high value on openness and collaboration. Access to the MIT Libraries must therefore balance the Libraries’ core mission to support the advancement of learning and research with MIT’s culture of openness. MIT’s open campus, designed to meet the needs of the MIT community as well as outside scholars, also attracts individuals with needs or behaviors that are not related to scholarship and research. In recent years the Libraries noticed a significant increase in the number of incidents with these users that challenged our ability to maintain a high quality environment for the MIT community and contribute to MIT’s unique residential experience. Last year, a task force was charged with updating the policies and guidelines to create enforceable expectations for appropriate user behavior. This presentation details the work done by the MIT Libraries to improve their access policies and service image.

Speakers

Jeremiah Graves
Access Services Manager, MIT
I am the Access Services Manager for two libraries at MIT: the Barker Engineering Library and the Rotch Library of Architecture and Planning.

Venue – Global Learning Center

Superior Customer Service@ the Library–Refreshed, Renewed and Restored

      Customer Service

Let’s get radical about Customer Service at the Library. “When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.” Experience a renewal of ideas, and a refreshingly radical approach that will restore life back into the humdrum of everyday service. This session is for Library staff who interact with the public every day. Each participant will leave with practical and easy to implement ideas that offer results in the quality of the “Patron Experience.” Participants will watch short video clips that are re-enactments of actual interactions between staff and customers. Furthermore, customer service is not only for the patron but also for the library staff. Providing intentional excellent internal customer care will provide a trickle-down effect and result in superb care for the library patron.

Speakers

Dorothy Hargett
Head of Access Services, Regent University
Dorothy Hargett is a Librarian and Head of Access Services, at Regent University Library in Virginia Beach, VA. As the Head of Access Services she is responsible for providing leadership and overseeing all aspects of the management and functions of the Circulation and Interlibrary Loan departments. Dorothy is passionate about customer service and effective leadership in the workplace, which has provided her the opportunity to present at various venues on these topics. She obtained a M.L.I.S. degree from the University of Tennessee-Knoxville, and a M.A. in Human Services Counseling from Regent University.

Venue – Global Learning Center

Linking Arms Around Students in Crisis: Connecting with Campus Safety Units

      Security

We have all witnessed our fair share of panic attacks, jilted girlfriend crying fits, seizures, computer crash meltdowns, inebriation and other medical and stress induced emergencies inside the library. How do we help or to whom do we refer those students? Campus security, health services, advising and dean of students become strategic allies in helping library staff work with students. Knowing more about what those offices do and having connections with their employees creates opportunities for us to help students when they are in need. As we develop robust relationships with these partners, we also must balance that caring impulse for students with the need to protect their privacy and protect the library as a place of open intellectual expression. This session will share successful strategies for working with campus support services, and lead a discussion about strategies for connecting with other campus entities and supporting students in crisis.

Speakers

Mary C. Aagard
Head, Access Services, Boise State University
Mary C. Aagard joined Boise State University’s Albertsons Library as Head, Access Services in January 2012. She manages circulation, course reserves, stacks maintenance, computer lab support, technology lending, building operation, space planning, and safety training. She also serves as a liaison to the Communication Department. Mary earned her M.L.S. from the School of Library and Information Science at Indiana University in Indianapolis, and a B.A. in Media Arts Studies from Brigham Young University. Before coming to Boise State, Mary worked at Purdue University Libraries as a circulation manager in the life sciences library, and as a special project librarian.

Venue – Global Learning Center

Technology Lending: the Wave of the Future

      Technology

Technology lending – digital cameras, camcorders, iPads, even Playstation 4s – is becoming an important part of Access Services. In the spring of 2012 a conscious decision was made to ramp up the technology the Clemson University Libraries loaned to students, faculty, and staff. That initiative was based on the rapidly changing patron needs in academic libraries, and Clemson is attempting to stay ahead of the curve. This presentation will cover why and how the Technology Lending program at Clemson began and how it has evolved and grown. Important factors of maintaining a technology lending program will also be discussed including marketing, funding, policies, maintenance and upkeep, training staff and students, and adding to the collection.

Speakers

Bobby Hollandsworth
Learning Commons and Digital Studio Coordinator, Clemson University Libraries
Bobby Hollandsworth is the Learning Commons and Digital Studio Coordinator, Business Reference Librarian, and RefWorks Administrator at RM Cooper Library on the campus of Clemson University. He serves as the library liaison to the departments of Economics, Finance, Agribusiness, and Parks, Recreation, and Tourism Management.

Cassie Thomas
Technology Lending Coordinator, Clemson University Libraries
Cassie Thomas is a Library Specialist in the Circulation Department at Clemson University’s RM Cooper Library. She serves as the Weekend Supervisor and Technology Lending Coordinator.

Venue – Global Learning Center

Jumping Over the Desk: Active Outreach to Increase Student Engagement

      Marketing

The Access Services department at American University Library has taken a novel approach to promoting our services and events. Rather than relying on larger institutional or library wide marketing efforts, we’ve founded a Services Promotion cross-functional Committee represented by staff members from the five teams that comprise the AU Library’s Access Services department (Circulation, Course Reserves, Technology Services, ILL and Media Services). This committee supports efforts aimed at promoting our services, resources and programming, relying upon social media, outreach to student groups and university partners, making sure to leverage the connections, knowledge and ideas of our student workers. This presentation will document these attempts (including Residence Hall Jeopardy, Silent Rave, Why I love my library video, and Study Break Scavenger Hunt to name a few), charting what went well, what went wrong and what we will improve upon in the future.

Speakers

Donna Femenella
Course Reserves Coordinator, American University
I started working at American University Library in 2000 as a student assistant. Having worked in numerous positions in Access Services I became the Course Reserves Coordinator 11 years ago.

Andrea Paredes-Herrera
Interlibrary Services Specialist, American University
I started in 1998 as a student assistant and started working in Interlibrary Services as a full time staff member in 2003.

Venue – Global Learning Center

Training Staff Where They Are: Using a Blend of Teaching and Assessment Methods

      Staff Training

Ongoing training for staff in Access Services is difficult, especially when you have seasonal, part-time workers, 2 libraries and shift work hours in an environment where service points must be covered during operational hours. Thompson Rivers University in Kamloops BC, Canada has come up with an innovative way to have ongoing training for staff without sacrificing service or incurring extra cost with ‘all-staff’ workshops, which are impossible to arrange. Our pilot project on training Access Services staff for ready reference involves three modes of training: one on one training at the service desk, power point instruction that includes quizzes and quick tips; and lastly, instructional videos that can also be viewed during working shifts. By having three types of instructional methods we are able to reach a wide range of learning styles and have opportunities for practice and retention, with surveys to receive feedback. Staff will be measured before and after on knowledge, speed and skill.

Speakers

Katherine Watmough
Access and Borrower Services Librarian, Thompson Rivers University
Access and Borrower Services Librarian in sunny Kamloops BC, Canada. MLIS graduate of 2012 with a concentration in IT Management. Inside interests: Institutional Repositories; Outside interests: Motorcycles and tattoos!

Venue – Global Learning Center

Layer-By-Layer: Building a 3D Printing Service from the Ground Up

      Technology

Low-cost consumer 3D printing has strong potential to advance academic research and improve education across all disciplines. Libraries, particularly staff in access services, are uniquely positioned to provide this service. The University of Arizona would like to share our experiences incorporating 3D printing into an existing service site. For those unfamiliar with 3D printing, we’ll provide a general overview of the technology and share stories about how our students are already using it to support their coursework. For libraries wanting to know more about how to start their own service, we’ll provide an overview of staffing needs and costs, while sharing sample training materials, process workflows, and metrics that will help demonstrate the value of this service. Since there are a variety of options, we’ll cover questions that you should ask yourself when planning your service.

Speakers

Travis Teetor
Operations Manager, University of Arizona
Travis Teetor is an Operations Manager at the University of Arizona Libraries where he has worked for the past 17 years. His primary responsibilities include coaching, project management, overseeing team environmental scanning, strategic planning and collaborating on the management of the library’s reference and training processes. Travis also a background in systems requirements analysis, software beta testing, data analysis and 6 sigma process improvement. Additionally, he oversees all public technology, including equipment lending and 3D printing.

Jessica Calderwood
Library Information Associate, University of Arizona
Jessica Calderwood has worked with the University of Arizona Libraries as a Library Information Associate since September 2013. She is primarily responsible for managing 3D printing service requests, training development, and data management, as well as supporting equipment lending and reference services. She received both her MLS and MA at the University of Arizona and has a background in Classics, Anthropology, and Art History.

Venue – Global Learning Center

The Rest of the Story: Education, Training, and Career Development of Non-MLS Heads of Access Services in Academic Libraries

      Leadership/Management

A recent study explored the education and training needs of heads of access services in academic libraries. However the study left several critical questions unanswered. For example, the study only focused on heads of access services that hold the MLS (or equivalent) degree. We know that many heads, coordinators, and supervisors of access services do not have the MLS degree. Before any long-term action could be taken to improve the education and training of heads of access services, the needs of this key constituency must be taken into account. This presentation will report preliminary data from a recent survey that looked at the education and training needs of those heads of access services who do not have the MLS degree as well as their career trajectories, and discuss the implications of this research including ways the access services community can assist in training and developing future access services leaders.

Speakers

Michael Krasulski
Associate Professor of Information Science, University of the Sciences
Michael J. Krasulski is associate professor of information science and access services librarian at University of the Sciences, Philadelphia. He co-edited, with Trevor Dawes, Twenty-First-Century Access Services: On the Front Line of Academic Librarianship, which was published by the Association of College and Research Libraries in 2013. Michael serves on the editorial board of the Journal of Access Services and earned his MSLIS from Drexel University and an additional master’s degree from Temple University.

Venue – Global Learning Center

But We’ve Never Done This Before!: One University’s Textbooks on Reserve Pilot Project

      Reserves

Sometime around the New Year, several staff members of Sewanee’s Library hit upon some intersecting problems: • We spent a lot of money on materials no one checked out; • We spent a lot of money on copyright permissions for one-time Blackboard postings that many never utilized; • We heard rumblings from professors about prohibitively expensive textbooks, especially when the bookstore added the 30% markup. Kids could go to class, but not all had the right books. These issues raised a serious question: how could we spend our library dollars wisely? We wanted our catalog and shelves to look good, sure, but we wanted our holdings to actually get used. So we decided to put all our textbooks on reserve. Our goal was to make every class text available to every student in the university, no matter the cost. This presentation will trace this unfolding journey from conception through ugly meetings to purchasing plans to deals with the bookstore; I’ll show you the growing pains of adding 700 volumes to a Reserves collection with no room to grow; and how a three-person department, with the help of catalogers, reference and systems librarians sought to make Circulation relevant and sustainable for many of our cash-strapped college kids.

Speakers

Courtnay Zeitler
Head of Access Services, Sewanee: The University of the South
Courtnay Zeitler has worked at many of the libraries of schools she’s attended: Wofford College, Wake Forest University, and Ole Miss. Originally planning to complete become an English professor, Courtnay dropped out of academia and raised her babies for a decade. Since then, she attended library school at Trevecca-Nazarene University in Nashville, TN, was Head Librarian of the James Agee Library at St. Andrew’s-Sewanee-School and currently serves as Head of Access Services of the Jessie Ball duPont Library at the University of the South, both in Sewanee, TN.

Venue – Global Learning Center

iTunes U and You

      Student Worker Management

The James B. Duke Memorial Library at Johnson C. Smith University in the past year has integrated the use of iTunes U with student worker training in our access services. iTunes U was used by staff to create a basic library course for student workers to attend before they began work in the library in order to give them a fundamental foundation of library procedures. Additionally, iTunes U was used again in organizing and training two selected student workers as part of a grant project, Work Study Students to Librarianship Careers, which sought to introduce the field and opportunities of librarianship to undergraduate students. This session seeks to provide others in the library community the benefits and overview of using iTunes U with library student workers.

Speakers

Ruth Richards
Interim Public Service Coordinator, Johnson C. Smith Universtiy
I am currently serving since 2013 as the Interim Public Service Coordinator at the James B. Duke Memorial Library on the campus of Johnson C. Smith University where I coordinate library work study students in addition to maintaing the circulation desk and course reserves. From 2006-2013, I served as James B. Duke Memorial Library Digitization and Serials Control Technician assisting with Digital Smith, the library’s online archives. Previous to Johnson C. Smith University, I worked with New South Voices at UNC Charlotte where I also earned a Bachelor’s degree in History.

Venue – Global Learning Center

E-Book Reserve Service; suggestion for a best practice

      Reserves

Ever-increasing cost of the text book and the copyright royalty moves the Reserve service Staff’s attention toward the use of E-Books. The E-books could be an ideal tool for library course reserve service, especially when obtaining copyright permission requires significant resources. However, both instructors and students have a certain expectations for the E-Books which do not always correspond with the reality of E-books or E-book packages a library purchases. Using the example of an institution which focuses on undergraduate education, the presenter will show possible benefits of E-books reserve service and drawbacks from the users. Reviewing various E-Book access models and possible use for reserve service, the presenter will suggest a best practice for the E-Book reserve Service.

Speakers

Peter Bae
Circulation Services Director, Princeton University
Peter Bae started his library work as a student assistant in ILL department at the University at Albany Libraries. After working at the Columbia University Libraries as Head of Delivery Services who oversaw the resource sharing and reserve works, currently he is working at the Princeton University as Circulation Services Director covering circulation, resource sharing, reserves and library privilege office.

Venue – Global Learning Center

If you don’t know, ask!: Using student feedback to direct redefinition of library spaces

      Stacks and Space Management

As the face and function of the academic library is constantly evolving, it is essential for librarians to look beyond the faculty, staff, and physical resources housed within the library if they wish to meet and exceed the expectations of their students. In spring 2015, Georgia College’s Russell Library took the initial steps toward re-imagining its spaces with students in mind. Through a series of focus groups with Library Student Assistants and Learning Center Tutors, library faculty and staff sought to find out what students desire in regards to library space. By offering students a platform to voice their wants and concerns, the library received thoughtful suggestions for ways to improve upon the current space arrangement. Both students and librarians walked away from the discussions with tangible outcomes to inform future changes related to library spaces.

Speakers

Kell Carpenter
Associate Director for Access Services, Gerogia College & State University
Kell Carpenter comes to academia by way of almost 18 years in the public sector of libraries. With the exception of a 7-year period in Reference, the bulk of his career has focused on Access Services. He received his MLIS degree from the University of South Carolina.

Jenny Harris
User Engagement Librarian and Assessment Coordinator, Georgia College & State University
Jenny obtained her MLIS from the University of Kentucky in 2013. She has 6 years of professional experience in a range of academic library settings, including at a liberal arts institution, community college, and research institution. Jenny enjoys seeking opportunities to network with peers and explore emerging technologies within the field.

Venue – Global Learning Center

A winning combination: Gamification and student employee training

      Student Worker Management

Engage student employees and revolutionize public services training using the principles of gamification! For the Eckerd College Library, gamification of the library student employee training program has served as a low cost initiative to assess and promote student employee skill development, track achievement, encourage professional development, and support library learning initiatives. With wide applicability and appeal, tiered entry points for multiple skill levels, and students serving as both producers and consumers of training components, gamification engages students beyond the initial training session and encourages advanced skill acquisition throughout a student’s tenure with the library. Three presenters providing the perspective of student, staff and faculty librarian will highlight the core competencies of compelling training modules designed to revolutionize the training experience for library student employees using the principles of gamification. An accompanying libguide will also be available to encourage reflection and extend the conversation post conference.

Speakers

Kim Copenhaver
Access Services Librarian, Eckerd College
Kim Copenhaver serves as Reference, Instruction and Access Services Librarian at Eckerd College and faculty liaison to the Behavioral Sciences. Recently appointed to the Florida Association of College and Research Libraries, Kim enjoys collaborating with colleagues to advance public services in academic libraries throughout the state.

Liz Pritchard
Circulation Supervisor, Eckerd College
Liz Pritchard serves as the Circulation Supervisor at the Eckerd College Library and is currently pursuing her graduate degree in Library and Information Science at the University of Washington’s Information School.

Venue – Global Learning Center

Mashing up data to demystify user behavior: a collaborative exploration

      Assessment

In the spirit of assessment, to improve services and to justify expenditures, Access Services and Acquisitions aggregated interlibrary loan transactions, document delivery data, and turn-away reports to better understand information seeking patterns and preferences and to inform future resource allocation decisions. The project gave each respective department an opportunity to interact with and interpret data and reports that traditionally resided in one area, generally in an email or spreadsheet on the intranet. Specifically, the analysis measured relative efficiencies, i.e., availability and delivery time, compared actual and associated costs, and attempted to correlate turn-aways with ILL transactions and/or document delivery requests (we don’t want to give too much away). The presentation will cover methodological approaches to analyzing mega-data and local decisions to (dis)continue services as well as lessons learned and conclusions drawn.

Speakers

Jeremy Garskof
Acquisitions Librarian, Gettysburg College
I am the acquisitions librarian at Gettysburg College.

Ronalee Ciocco
Director of User Services, Gettysburg College
Ronalee is the Director of the of User Services Department.

Venue – Global Learning Center

Blurred Lines: Guiding Library Stakeholders toward a Shared Vision of the Library

      Leadership/Management

Libraries are relying less on local ownership and increasingly on new models of instant access through unmediated ILL, pay-per-view services, demand-driven acquisitions, and shared collections, blurring lines between access and collection services. While many users are satisfied with receiving the information they want quickly, others are concerned about the perceived erosion of the local collection. We saw an opportunity to refine the library’s philosophy of balancing access and ownership, and communicate it to our faculty and administrators. Access services and collection management professionals worked together to articulate a vision for sustainable administration and budgeting for collection and information delivery services. We then developed a communication strategy to foster buy-in from the college community.

Speakers

Maureen O’Brien Dermott
Associate Director for Access and Building Services, Dickinson College
Maureen O’Brien Dermott has worked at the Waidner-Spahr Library of Dickinson College for over 17 years. She provides leadership for Circulation and Reserves, Interlibrary Loan and Document Delivery, Collection Maintenance and Space Organization, and Library Events and Exhibits Programming. As part of the library’s management team, she contributes to library strategic planning and goal setting, making it a practice to find connections and develop creative solutions or enhancements to improve the user’s experience.

Theresa Arndt
Associate Director for Library Resources and Administration, Dickinson College
Theresa Arndt’s responsibilities include coordinating all aspects of collections management and e-resources services. She has worked at multiple libraries over her 22 year career, managing various library services including reference, information literacy, and outreach, including over 10 years specializing in health sciences librarianship.

Venue – Global Learning Center

Cultivating the Future Through Active Learning Intiatives

      Stacks and Space Management

University Libraries at The University of Southern Mississippi partnered with the Department of Interior Design to provide an active learning design project for the students enrolled in ID490 (senior capstone class). The student project focused on redesigning the first two floors of Joseph Cook Library. Access Services played a vital role throughout the process. In preparation for the student project Access Services staff conducted a space utilization study to gain insight into how patrons were using the current spaces and a Space Utilization Committee was formed and chaired by the Access Services Librarian. The committee analyzed existing spaces and collections in order to provide feedback throughout the project. The result of the partnership provided University Libraries with innovative ideas for maximizing space and providing access to library services and resources while providing the students with a valuable learning experience.

Speakers

Sarah Mangrum
Access Services Librarian, The University of Southern Mississippi
Sarah Mangrum has been with University Libraries at The University of Southern Mississippi for 6 years, where she is currently the Access Services Librarian. She received her M.L.I.S. from The University of Southern Mississippi in 2011 and a B.A. in Communications from Southeastern Louisiana University in 2005. Sarah is involved with numerous committees within the library, campus, state and regional levels. She also holds board positions on the Friends of University Libraries board and the Miss Mattie Foundation. Her areas of interest include space planning, outreach, and scholarly communications trends and issues.

Venue – Global Learning Center

Access Services 2020 : Envisioning the Future of Access Services

Leadership/Management

The library community of the present is completely obsessed with the future. This isn’t surprising; it’s clear that society and technology are changing together in ways that will transform libraries dramatically over the course of the next 10 years. In this presentation, Chelle will provide an overview of numerous articles, books, and reports about the future of libraries that have been published in the past two to three years. She will then will draw connections between the vision of the future presented in those publications and our work in Access Services. How might our roles and services change over the next several years? How will we be impacted as the needs of our users change? How might we adapt to the transforming and evolving societal contexts we, and our libraries, will be situated within as the 21st Century unfolds?

Speakers

Chelle Batchelor
Head of Access Services, University of Washington
Chelle is currently the Head of Access Services at the Bothell Campus Library, which serves the University of Washington’s Bothell campus as well as Cascadia College. Chelle has been working in Access Services for over 20 years, including positions at the University of Oregon and the University of Nevada Las Vegas.

Venue – Global Learning Center


Poster Sessions

Does the Weather Matter?

      Assessment

Located in a region with four distinct seasons, we frequently ask ourselves whether the weather affects library use. Although the library does, albeit rarely, close for the severest weather, when we are open during extreme weather events, what kind of use do we get? Is it worth the risk to staff (and patron) safety to be open? On the flip side, when the weather is really nice outside (especially at the beginning of spring), do we see a drop in use? Is there something we could be doing to entice our patrons in? This poster analyzes circulation statistics, head counts, reference transaction counts, and other use measures in relation to the daily weather data to see if our perceptions of changes in traffic in relation to weather are merely anecdotal. If not, it could inform staffing considerations during major weather events.

Speakers

Katherine Brent
Senior Assistant Librarian, SUNY Cobleskill
Katherine Brent has been the circulation and interlibrary loan librarian at SUNY Cobleskill since 2008. She received her MSIS and MA from the University at Albany.

Venue – GLC: Posters

Unlocking ROI: the Key to Demonstrating the Value of a Library Delivery Service

      Assessment

The library’s courier service grew significantly in the last five years after a 2010 implementation of a self-populating link that allowed delivery requests from the library catalog. To demonstrate the service worth, staff developed and implemented a study to time trips from requesting departments and calculate researcher time saved. Taking the analysis a step further, the library took the average salary data from academic departments and computed the ratio of costs for the delivery service to the value of researcher time saved. This can demonstrate that for every dollar spent on a delivery service, a department or the university overall saves a certain number of hours of a researcher’s time equivalent to a certain amount of salary. Results shown in this poster can confirm delivery service value and return on the library’s investment.

Speakers

Anthony “JP” Pendleton

Marcia Boosinger
Associate Dean for Public Services, Auburn University Libraries
Marcia Boosinger has a BA in English and French Education and an MS in Library, Media and Instructional Technology from Purdue University. Her MLIS is from the University of Alabama. She has previously served as the Instruction Coordinator/Reference Librarian and Head of Reference and Instruction Services for Auburn University Libraries where she is currently the Associate Dean for Public Services.

Venue – GLC: Posters

Virtual Instruction: An online approach to Access Services staff training

      Assessment

Often the first point of contact in an academic library, Access Services plays a vital role in a student’s educational success. As a service that goes beyond circulating materials only, Access Services staff introduces students to essential resources, such as Interlibrary Loan, and may even provide ready reference assistance. Without adequate training the staff’s ability to educate and lead students toward these valuable resources is impaired and the service quality suffers. This poster presentation examines the efficacy of an online training course created to address staff training needs and improve their overall morale, knowledge retention, productivity, and self-sufficiency while staffing the Information desk. Assessments of knowledge retention will be undertaken via pre and post-tests, with post-tests of increasing difficulty being conducted upon completion, and at 1 month and 3 months after course completion. Assessments of overall morale will occur with the retention tests via pre and post-surveys.

Speakers

Rebe LeGoullon
Senior Library Assistant, Georgia Regents University
I am the Senior Library Assistant of the Access Services department in Reese Library at Georgia Regents University. I have worked at Reese Library and Greenblatt Library in various roles for a total of 5 years cumulatively. I have a Bachelors of Arts in English and I am currently earning a Bachelors degree in Computer Science at Georgia Regents University. I intend to earn a Masters in Library Science upon completion of my current degree.

Venue – GLC: Posters

Work Smarter Not Harder: using the iPad to Improve Your Library Statistics

      Assessment

Libraries rise and fall on the statistics they keep. Particularly in the Access Services realm, metrics and the ability to capture a complete picture of the activity in your library can influence every aspect of one’s day-to-day operations from funding to training. Historically, these statistics are kept by hand and manually entered into software, but with the rise of portable devices, such as the iPad, developing applications that bridge the data gathering and analysis gap has become an achievable reality. This poster session would feature an iPad headcount application that was developed to both track and then analyze the patron traffic patterns as well as a granular study of space and equipment usage in Emory’s Libraries. In addition to discussing the best practices that have been developed, there will be a demonstration iPad loaded with the application available for attendees to explore themselves.

Speakers

Sarah Ward
Desk Coordinator, Emory University Marian K. Heilbrun Music and Media Library
Sarah Ward has worked in libraries since 2000 and in access services since 2004. In her time at Emory University, she has worked as an assistant to the rare books cataloger in the Manuscript, Archives, and Rare Books Library and as an interlibrary loan specialist in the Robert W. Woodruff Main Library; currently, she serves as the desk coordinator at the Marian K. Heilbrun Music and Media Library. In that capacity, she supervises a team of 25 undergraduate and graduate students.

Owen Mathews
iOS Developer, CNN
Owen Mathews has a master’s in computer science and has worked as a software engineer for 20 years. He became an iOS developer in 2008 and currently works at CNN. He is also an educator with 10 years of computer science teaching experience. Owen’s current favorite project is his iPad app for children’s books, tapStory.

Venue – GLC: Posters

A Circulation Revamp

      Customer Service

Rationale: Our Circulation Department’s strength is customer service. With reduced budgets, longer operating hours and increasing student populations, maintaining exemplary service can be challenging. Objective: Implementing more use of electronic devices by staff to increase services and efficiency. Results: Utilizing tablets allowed us to discontinue using walkie-talkies, provide concierge shifts and increase safety. Laptop use successfully established remote circulation desk in student dining hall at the end of each semester. Student log-in and scheduling software improved scheduling to support to staff and decrease amount of time supervisors spend scheduling and completing timesheets. Streamlined stack maintenance and building walks utilizing google docs on mobile devices. Mobile devices increased support for library wide initiatives such as Instagram and data collection. Conclusion: A small investment and large amount of planning and trials can vastly revamp a circulation department, keeping it relevant, customer service oriented and efficient.

Speakers

Dawn Brown
Circulation Supervisor, University of North Carolina Wilmington
I have worked at Randall Library for 8 years. I begin my role as course reserves technician. Three years ago I became the Daytime Supervisor of the Circulation Department. I have a MLS and a MA in English. I will be serving as the Staff Senate Chair for the 2015-2016 academic year.

Anna Ray
Circulation Supervisor, University of North Carolina Wilmington
I am the Evening and Weekend Supervisor of the Circulation Department. I have been with Randall Library for 3 years.

Venue – GLC: Posters

Click It, No More Tick It: Using “Gimlet” desk statistics in your library

      Customer Service

The Access Services Department in the Charles W. Chesnutt Library at Fayetteville State University first piloted and then implemented, a low cost, web-based tool called “Gimlet” to record statistics on all encounters at its Public Services units. The system replaced an outmoded and inaccurate pen-and-paper statistics system. After using Gimlet, all the Public Services divisions (Circulation and Reserves, Reference, Media Center, Periodicals, Archives and Special Collections, & Government Documents) are able to contribute towards the improvement of overall library services. Gimlet is an easy statistics tracker and knowledge base tool that allows libraries to staff their desks wisely. This presentation details the features, strengths and limitations of Gimlet.

Speakers

Velappan Velappan
Head of Access Services, Fayetteville State University
Velappan Velappan is working at Charles W. Chesnutt Library at Fayetteville State University as a Reference Librarian and Head of Access Services since September 02, 2008. He holds a B.Tech. in Textile Engineering from P.S.G. College of Technology, Bharathiar University, India. To continue his Engineering and professional interest of Information Science, he obtained his Master’s Degrees in “Computer Information Systems” from Rivier University, Nashua, NH and “Library Information Science” from Southern Connecticut State University, New Haven, CT.Velappan has previously worked as a Technical Services Librarian/Reference Librarian/Technical Systems Librarian/Access Services Supervisor at Daniel Webster College, Nashua, NH for 5 years. He also worked in Educational Resource Center as a Cataloging/Circulation Asst., at Rivier University in Nashua, NH for more than a year. Velappan served as a Textile Engineer in the Textile Manufacturing Industries in India for several years.As a Reference Librarian and Head of Access Services, Velappan assists students, staffs, and faculty members by teaching various BI and specific subject classes with all of their research needs including identifying resources, locating books, searching the library’s databases in person, by online, and by phone. In addition to that Velappan assists students for trouble shooting of hardware and software at the public desk computers. Velappan works as a library liaison for Mathematics and Computer Science department and managing their LibGuides as well.Velappan has previously worked as a Technical Services Librarian/Reference Librarian/Technical Systems Librarian/Access Services Supervisor at Daniel Webster College, Nashua, NH for 5 years. He also worked in Educational Resource Center as a Cataloging/Circulation Asst., at Rivier University in Nashua, NH for more than a year. Velappan served as a Textile Engineer in the Textile Manufacturing Industries in India for several years. As a Reference Librarian and Head of Access Services, Velappan assists students, staffs, and faculty members by teaching various BI and specific subject classes with all of their research needs including identifying resources, locating books, searching the library’s databases in person, by online, and by phone. In addition to that Velappan assists students for trouble shooting of hardware and software at the public desk computers. Velappan works as a library liaison for Mathematics and Computer Science department and managing their LibGuides as well.

Venue – GLC: Posters

Core Competencies: an alternative to a Single Service Point

      Customer Service

Noticing the popular trend of single service points, we started looking into the feasibility of one for our main library. We discovered that the libraries implementing this had multiple service points spread throughout their buildings. Since our service points are already clustered within a few yards of each other and easily found on the main floor, we put our energy into developing a set of core competencies inclusive of the different services. Not only are patrons able to get basic information and assistance at any service point, but this cross-training helps bridge the gap in understanding that often exists between the Reference and Access & Lending departments. This poster session is an opportunity to briefly share the process, the physical layout, and the resulting core competencies.

Speakers

Alison Masterpasqua
Access & User Services Supervisor, Swarthmore College
I have worked in the Swarthmore College Libraries since 1992 and became the Supervisor, for what was then Circulation, in 1998. Over the past few years, the Head of Reference and I have been coordinating and giving direction to Public Services. Public Services is not a merger of the 2 departments but more a cooperation that also includes Interlibrary Loan and any Technical Services staff that have shifts at the Reference Desk.

Venue – GLC: Posters

Gearing Up! : Building an Equipment Checkout System from Scratch

      Customer Service

This proposal will examine the practical, low-cost methods our library Output Room implemented when developing an equipment checkout system for a brand new academic program, while simultaneously migrating to a new Integrated Library System (ILS). In partnership with the George S. Turnbull Portland Center, our Output Room provides resources and equipment to Journalism students enrolled in our professional programs, such as video cameras, digital recording equipment and tripods. Due to the inherent complexity of these multimedia kits and their unique lending rules, creating sound circulation policies which worked well with the limitations of our new ILS and benefited both staff and patron was our foremost goal. We have learned just how much making the effort to streamline this process can improve the customer service experience on both sides of the service desk and we’d like to share what we’ve learned from this experience.

Speakers

Bronwyn Dorhofer
Access Services and Outreach Librarian, University of Oregon: Portland Library & Learning Commons
Bronwyn Dorhofer is the Access Services and Outreach Librarian for the University of Oregon Portland Library & Learning Commons; a satellite campus based in an historic neighborhood (Old Town Chinatown) of Portland, OR. She earned her MLS from Emporia State University in 2011.

Chris Cosler
Digital Media Production Specialist, University of Oregon: Portland Library & Learning Commons
Chris Cosler is the Digital Media Production Specialist at University of Oregon Portland Library & Learning Commons Output Room which provides on-site printing services for library patrons. His main responsibilities include managing printing services, overseeing digital equipment circulation and AV/ classroom support for Portland programming.

Venue – GLC: Posters

Specific Answers to Vague Questions: Gathering, Analyzing, and Utilizing Library Patron Data

      Customer Service

The Hirsh Health Sciences Library at Tufts University collects a large variety of data about its patrons – people who range from hospital doctors to first year graduate students. By combining and contrasting different data sets, overall patterns emerge regarding space and collection usage by the library’s patrons. This data, which includes circulation statistics as well as information gleaned from surveys, paints a powerful and nuanced picture of current usage trends. With a fairly straightforward application of Excel and the coordinated assistance of student workers and fellow library staff, it becomes possible to take otherwise enormous amounts of information and make specific predictions of future needs, including: specific types of study space, course reserve materials, and power sources for electronic equipment. It is, in short, a way to quantify the life of a library and the desires of its staff.

Speakers

Tom Quinn
Evening & Weekend Library Coordinator, Hirsh Health Sciences Library, Tufts University
Tom Quinn is the Evening & Weekend Library Coordinator for the Hirsh Health Sciences Library at Tufts University in Boston, MA. He has worked in Access Services in academic libraries for over eight years, and has been at Hirsh Library since 2013. Tom manages a staff of 14 health sciences graduate students year-round, and regularly recruits their assistance in his library data management tasks.

Venue – GLC: Posters

Alma and ILLiad Integration: Staff and User Experience

      Customer Service, Technology

VCU Libraries implemented ILLiad to manage its interlibrary loan and document delivery services in 2002. At that time, VCU Libraries witnessed patron confusion with identifying items borrowed from the VCU Libraries collections (appearing in the ILS only) and items borrowed through interlibrary loan services (appearing in ILLiad only). Users and staff agreed that the best solution would be to have all borrowed items display in one system. VCU Libraries was an Alma early adopter with implementation starting in October 2012. Recently, VCU Libraries integrated Alma and ILLiad by using an NCIP Addon in ILLiad that would display items borrowed through interlibrary loan with items borrowed from the VCU Libraries collections. Our posters will show how the integration was done and how it is working. We will show both the staff side and patron side of this connected, patron-centered service.

Speakers

Shirley Thomas
Head, Resource Sharing and Delivery, VA Commonwealth Uni
Shirley R Thomas is currently the head of Resource Sharing and Delivery Services for Virginia Commonwealth University in Richmond, VA. Her 38 years of experience in libraries includes working in academic, public and special libraries in acquisitions, cataloging, circulation, document delivery, interlibrary loan, reference, reserves, serials, and special collections and archives. She has been an active member of the resource sharing community serving on ALA/RUSA/STARS committees, regional and local committees. She holds an MLS from North Carolina Central University and a BA in Political Science from Johnson C Smith University.

Teresa Doherty
Head, Information Services, VA Commonwealth Uni
Teresa Doherty leads the Information Services department at Virginia Commonwealth University’s James Branch Cabell Library, ensuring that services to patrons, including research assistance, circulation, reserves and more, are available around the clock. She is an active member in the LLAMA-SASS Circulation/Access Services Discussion Group, and a regular contributor to CircPlus, the unofficial listserv for access professionals. She received her MLIS from University of Wisconsin-Madison more than twenty years after completing her bachelor’s degree in English literature and comparative lit at VCU; in other words, a mid-career change librarian.

Venue – GLC: Posters

Building community through marketing: strategic use of Instagram to promote the value of the library

      Marketing

In February 2015, the Access Services Unit took custody of the UC Merced Library’s nascent Instagram account with 3 objectives in mind: to engage with our student populations, humanize the library, and increase awareness of services and spaces. After developing our key messages and communication plan, the Access Services team committed to promoting the Library through 2-3 posts per week. Since beginning this project, our Instagram community has grown from to 36 to 76 followers. Using Instagram analytics application Iconosqaure, we have been able to track and analyze our most effective posts and posting methods. At the end of the Spring 2015 semester, we plan to utilize this data to realign our strategy with the perceived strengths of this platform based on engagement levels, to most effectively use Instagram to promote the value of the UCM Library.

Speakers

Elizabeth Salmon
Access Services Librarian, University of California, Merced
Elizabeth Salmon is the Access Services Librarian at the University of California, Merced. She previously worked at the Drexel University Health Sciences Library, and Haverford College Science Library.

Venue – GLC: Posters

Planning and Managing Spaces to Display Student Work

      Stacks and Space Management

Libraries have long used exhibits and displays to highlight collections, but interest has also grown in using library spaces to display student scholarship and creative work, including artwork, writing, and scientific posters. Displays, whether formalized or pop-up in nature, can provide evidence of student learning and help to connect the library with campus initiatives such as undergraduate research or common reading experiences. As staff who frequently manage library public spaces, Access Services staff are positioned to play a key role. Tracks: Space Management, Student Outreach

Speakers

Cindy Pierard
Director of Access Services & Undergraduate Engagement, The University of New Mexico
Cindy Pierard is Director of Access Services & Undergraduate Student Engagement at The University of New Mexico. Prior to this, she served in a variety of public services positions at New Mexico State University and at the University of Kansas.

Venue – GLC: Posters

Key Factors in Unlocking Student Worker Success in an Academic Library: Triaging Reference at the Service Desk

      Student Worker Management

Guidelines clarifying the extent of reference assistance that student-employees could provide at our single-point service desk had to be established. Because student-employees work without librarians present during weekend shifts and are often asked for reference assistance, we created a two-page system for triaging reference. The front page is comprised of “Determining the Type of Information Needed” in a decision-tree format. The back page is our “Getting Started Reference Guide” which includes lists of core health, science and medical databases, writing/citing LibGuides, and discipline specific LibGuides and databases. This format enables student-employees to answer simple questions, guide patrons to start their own research, and provides boundaries so they know when to refer a patron to a reference librarian. Feedback from student-employees is positive; they appreciate having an easy to follow reference guide readily available. Feedback from our librarians is also positive because reference questions are being referred to them appropriately.

Speakers

Susan Griffiths
Access Services & Document Delivery Supervisor, Quinnipiac University

Gina Adonna
Access Services & Document Delivery Assistant, Quinnipiac University

Venue – GLC: Posters

Student Library Assistant Training Online Tutorials Process at Dahlgren Memorial Library

      Student Worker Management

The Information Services Desk at Dahlgren Memorial Library is staffed with between 10-20 Student Library Assistants per semester. The student workers receive both in person as well as interactive tutorial-based training. We will discuss our decision of providing our student library assistants two methods of training, the types of tutorials that are most effective, the implementation of these tutorials through the software Adobe Captivate, and the benefits of combining both electronic and in-person training.

Speakers

Meghan Hupe
Access Services Coordinator, Georgetown University
Meghan Hupe is the Access Services Coordinator at Dahlgren Memorial Library where she manages the Information Services desk as well as participate in reference and research. She has worked at Dahlgren for 10 years. Meghan earned her MSLS degree at The Catholic University of America in 2008.

Linda Van Keuren

Venue – GLC: Posters