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Towards an exceptional Undergraduate learning experience 
The Personal Librarian Programme - a pilot project at Rhodes University Library, 2013 
Vuyo Gontshi 
15th LIASA Conference: 
10 October 2013 
Cape Town International Convention Centre
Outline 
Aim 
Introduction 
Evolving models of library service 
80s model of service 
Faculty Liaison model of service 
Personal Librarian model of service introduced 
Implementation at Rhodes 
Marketing 
Pre-exam main launch – 19 April 2013 
Extended Studies launch – 26 July 2013 
Day Kaif launch ‘Cake Day’ – 02 August 2013 
Law Library launch – 16 August 2013 
Methods used to assess users needs 
Results 
Lessons learnt thus far 
Conclusions & Future plans 
Readings on 3 models
Aim 
Report and share a unique intervention for enhancing the Undergraduate learning experience at Rhodes University. 
To focus on the establishment of the project, the experiences encountered and lessons learned thus far.
Background 
Participation in the 2011 Carnegie Research Academy (Carnegie funded RLC) 
Research report – new Information Literacy intervention started at Rhodes Commerce Library 
‘Do you feel confident enough to ask the librarians anything?’ 
“I don’t feel I could ask the librarians anything other than a book that I can’t find, otherwise ‘what could they tell me?” (Gontshi, 2011) 
United States 2012 – 12 weeks trip 
Yale University experience (7 weeks) 
Observation of Yale’s Personal Librarian Programme 
Sought to answer the above question
Evolving Models of library service 
80s Librarians were caretakers of physical collections 
“They collected material ‘just in case’ someone would need it”… (Besser, 1998) 
Shifts in library services became apparent in the 90s 
“Libraries are becoming less important for the materials they collect or house, and more important for the kind of material they can obtain in response to user requests” (Besser, 1998) 
User focused approach 
…90s, digital networking invaded the Librarians’ space demanding shift in service…
The 80’s Model of library service – Librarians seen as the custodians of library collections
Faculty Liaison Librarian Service Model – 2005….
Rhodes Library LibQual survey – measures quality of library service
Undergraduate comments from LibQual 
“More attention should be invested in student needs.” 
“it is a very good library, but some staff members are not that helpful.”
Personal Librarian Service Model introduced – ‘reaching out’
What we set out to do
Meet your vibrant personal librarian team
Implementation cont… Who is involved? 
Librarian: Information Commons (Under- Graduate) – co-ordinator of Personal Librarian programme 
Librarians & Assistant Librarians 
Circulation (1 librarian), Technical Services (1 librarian, 1 principal librarian), User Services (6 faculty liaison librarians & 1 assistant librarian), Law Branch Library (1 librarian, 1 assistant librarian) 
Not involved - Principal Librarians 
Focusing on supporting Postgraduate students and Academic staff
Process of engagement 
1300 1st year students divided amongst the 13 PLs 
Introduction emails were sent to individual students - End of 1st term 
Some PLs got responses immediately, some never did 
Active students in the programme = 755 
Some students saw it as a “rescue program” 
“I feel like you have brought exactly the kind of help that I need.” 
“I am very glad that someone has finally come to my rescue” 
“I think I need some time with you to polish up my computer skills” 
Follow-up launch invitation emails
Marketing 
Launches 
Launch for 1st year students – 19 April 2013 pre- exam 
Extended Studies students’ launch – 26 July 2013 
Day Kaif launch ’Cake day’- 02 August 2013 
Law Library launch – 16 August 2013 
Banner, posters, T-shirts, Bookmarks, Badges 
lollipops & Lucky draws 
Webpage 
http://www.ru.ac.za/library/services/personallibrarian/
Implementation cont… Methods used to assess students needs 
Survey question - “What do you expect from your Personal Librarian”? 
One-on-One engagement via 
email and personal contact 
Lecturers’ feedback
Results – 1st year student launch vs Day Kaif launch Pre & post-exam comparison – 1st year students 2013
Results cont… Sample survey comments from 1st year students before June exams 
 “Must be kind and help when struggling, be patient when asked questions” 
“I expect that my personal librarian will be willing to help me anytime and not get tired” 
“Be there when I need help. So far I am happy; they are doing a great job” 
“I expect them to have a smile on their faces then only will I be happy to ask for help” 
“Assistance with research with digital and physical records and with academic work
Results cont… Law Library graph showing a trend according to the level of study
Results cont… Sample survey comments from Law Library students 
“Friendly, smile, helpful librarians who appear to be enjoying their job. A thorough knowledge of resources and technology always helps, Rhodes law librarians rock!” – mature student; 2010 
“I think this is a good program that will be useful to first years mostly. I expect them to be available when needed always, smiling so they can be approachable” - 1st year student; 2013 
“Friendliness, Efficiency, helpfulness, Law library scores highly on all 3 counts” – mature student; 2005
Results cont… Trends across the entire student population 
051015202530354045Friendliness & willingness to helpAssistance in finding information- OPAC, online resourcesResearch & study guidePractical assistance: photocopying, printing, loan procedures
Challenges 
No dedicated space for PLs to consult with individual students 
Some PLs use chill zones, Info Commons study rooms, group study rooms when available 
PL programme demands the need for mobile devices
Lessons learnt thus far… 
Reflections - Were we successful? 
Feedback was received but not in the way we expected 
Word of mouth referrals 
“I heard about this programme from my friends and I would like to have my own personal librarian too” 
http://activateonline.co.za/the-library-just-got-personal/ 
oAcademics responses 
Sociology lecturer – requested a personal service for her undergraduate students 
Observed trend 
A need for a personal service at university entry level and at1st year of Postgraduate level 
Extended studies programme – foundation year students 
Importance of working with the Academic coordinators 
…and we are still learning…
Conclusions & Future plans 
Entire student population indicated that they were seeking for a relationship more than academic support: 
Friendliness & willingness to help 
Assistance in finding information 
Even though we focused on 1st year students in 2013, the entire student body voiced a need for personal service 
As a result of the above, the team has decided to open the programme to the entire under-graduate population in 2014. 
Students don’t respond to emails – they prefer personal contact so…..
Acknowledgements 
Personal Librarian team 
Rhodes University Library 
Yale University Library 
Carnegie Corporation of New York
Papers discussing the 80s Model of library service 
(Besser, 1998) http://besser.tsoa.nyu.edu/howard/Papers/peters.html 
(Tyckoson, 2001) 
https://www.ideals.illinois.edu/bitstream/handle/2142/8398/librarytrendsv50i2d_opt.pdf?sequence=1 
(ALIA, 2003) 
http://conferences.alia.org.au/libtec2003/papers/cram.html
Papers discussing Faculty Liaison Service Model… 
(Jaguszewski & Williams, 2013) http://www.arl.org/storage/documents/publications/NRNT-Liaison- Roles-final.pdf 
(Mbali, 2011) & (Rionda, 2010) Carnegie Research Academy unpublished reports 
(Wade, 1999) http://dx.doi.org/10.1016/S0099-1333(99)80030-5
Articles describing the Personal Librarian Service Model 
(Bailey, 1984) – Personal service at Postgraduate level 
(Foster & Gibbons, 2007)- Studying students: Undergraduate research project 
http://www.ala.org/acrl/sites/ala.org.acrl/files/content/publications/booksanddigitalresources/digital/Foster-Gibbons_cmpd.pdf 
(Nann, 2010) - How Yale Library did it 
http://www.aallnet.org/main-menu/Publications/spectrum/Archives/Vol- 14/pubsp1006/pub-sp1006-personal.pdf 
(Spak & Glover, 2007) Yale Medical Library PLP http://www.tandfonline.com/doi/pdf/10.1300/J115v26n04_02
THANK YOU!!!

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The Personal Librarian Programme - a pilot project at Rhodes University Library, 2013

  • 1. Towards an exceptional Undergraduate learning experience The Personal Librarian Programme - a pilot project at Rhodes University Library, 2013 Vuyo Gontshi 15th LIASA Conference: 10 October 2013 Cape Town International Convention Centre
  • 2. Outline Aim Introduction Evolving models of library service 80s model of service Faculty Liaison model of service Personal Librarian model of service introduced Implementation at Rhodes Marketing Pre-exam main launch – 19 April 2013 Extended Studies launch – 26 July 2013 Day Kaif launch ‘Cake Day’ – 02 August 2013 Law Library launch – 16 August 2013 Methods used to assess users needs Results Lessons learnt thus far Conclusions & Future plans Readings on 3 models
  • 3. Aim Report and share a unique intervention for enhancing the Undergraduate learning experience at Rhodes University. To focus on the establishment of the project, the experiences encountered and lessons learned thus far.
  • 4. Background Participation in the 2011 Carnegie Research Academy (Carnegie funded RLC) Research report – new Information Literacy intervention started at Rhodes Commerce Library ‘Do you feel confident enough to ask the librarians anything?’ “I don’t feel I could ask the librarians anything other than a book that I can’t find, otherwise ‘what could they tell me?” (Gontshi, 2011) United States 2012 – 12 weeks trip Yale University experience (7 weeks) Observation of Yale’s Personal Librarian Programme Sought to answer the above question
  • 5. Evolving Models of library service 80s Librarians were caretakers of physical collections “They collected material ‘just in case’ someone would need it”… (Besser, 1998) Shifts in library services became apparent in the 90s “Libraries are becoming less important for the materials they collect or house, and more important for the kind of material they can obtain in response to user requests” (Besser, 1998) User focused approach …90s, digital networking invaded the Librarians’ space demanding shift in service…
  • 6. The 80’s Model of library service – Librarians seen as the custodians of library collections
  • 7. Faculty Liaison Librarian Service Model – 2005….
  • 8. Rhodes Library LibQual survey – measures quality of library service
  • 9. Undergraduate comments from LibQual “More attention should be invested in student needs.” “it is a very good library, but some staff members are not that helpful.”
  • 10. Personal Librarian Service Model introduced – ‘reaching out’
  • 11. What we set out to do
  • 12. Meet your vibrant personal librarian team
  • 13. Implementation cont… Who is involved? Librarian: Information Commons (Under- Graduate) – co-ordinator of Personal Librarian programme Librarians & Assistant Librarians Circulation (1 librarian), Technical Services (1 librarian, 1 principal librarian), User Services (6 faculty liaison librarians & 1 assistant librarian), Law Branch Library (1 librarian, 1 assistant librarian) Not involved - Principal Librarians Focusing on supporting Postgraduate students and Academic staff
  • 14. Process of engagement 1300 1st year students divided amongst the 13 PLs Introduction emails were sent to individual students - End of 1st term Some PLs got responses immediately, some never did Active students in the programme = 755 Some students saw it as a “rescue program” “I feel like you have brought exactly the kind of help that I need.” “I am very glad that someone has finally come to my rescue” “I think I need some time with you to polish up my computer skills” Follow-up launch invitation emails
  • 15. Marketing Launches Launch for 1st year students – 19 April 2013 pre- exam Extended Studies students’ launch – 26 July 2013 Day Kaif launch ’Cake day’- 02 August 2013 Law Library launch – 16 August 2013 Banner, posters, T-shirts, Bookmarks, Badges lollipops & Lucky draws Webpage http://www.ru.ac.za/library/services/personallibrarian/
  • 16. Implementation cont… Methods used to assess students needs Survey question - “What do you expect from your Personal Librarian”? One-on-One engagement via email and personal contact Lecturers’ feedback
  • 17. Results – 1st year student launch vs Day Kaif launch Pre & post-exam comparison – 1st year students 2013
  • 18. Results cont… Sample survey comments from 1st year students before June exams  “Must be kind and help when struggling, be patient when asked questions” “I expect that my personal librarian will be willing to help me anytime and not get tired” “Be there when I need help. So far I am happy; they are doing a great job” “I expect them to have a smile on their faces then only will I be happy to ask for help” “Assistance with research with digital and physical records and with academic work
  • 19. Results cont… Law Library graph showing a trend according to the level of study
  • 20. Results cont… Sample survey comments from Law Library students “Friendly, smile, helpful librarians who appear to be enjoying their job. A thorough knowledge of resources and technology always helps, Rhodes law librarians rock!” – mature student; 2010 “I think this is a good program that will be useful to first years mostly. I expect them to be available when needed always, smiling so they can be approachable” - 1st year student; 2013 “Friendliness, Efficiency, helpfulness, Law library scores highly on all 3 counts” – mature student; 2005
  • 21. Results cont… Trends across the entire student population 051015202530354045Friendliness & willingness to helpAssistance in finding information- OPAC, online resourcesResearch & study guidePractical assistance: photocopying, printing, loan procedures
  • 22. Challenges No dedicated space for PLs to consult with individual students Some PLs use chill zones, Info Commons study rooms, group study rooms when available PL programme demands the need for mobile devices
  • 23. Lessons learnt thus far… Reflections - Were we successful? Feedback was received but not in the way we expected Word of mouth referrals “I heard about this programme from my friends and I would like to have my own personal librarian too” http://activateonline.co.za/the-library-just-got-personal/ oAcademics responses Sociology lecturer – requested a personal service for her undergraduate students Observed trend A need for a personal service at university entry level and at1st year of Postgraduate level Extended studies programme – foundation year students Importance of working with the Academic coordinators …and we are still learning…
  • 24. Conclusions & Future plans Entire student population indicated that they were seeking for a relationship more than academic support: Friendliness & willingness to help Assistance in finding information Even though we focused on 1st year students in 2013, the entire student body voiced a need for personal service As a result of the above, the team has decided to open the programme to the entire under-graduate population in 2014. Students don’t respond to emails – they prefer personal contact so…..
  • 25. Acknowledgements Personal Librarian team Rhodes University Library Yale University Library Carnegie Corporation of New York
  • 26. Papers discussing the 80s Model of library service (Besser, 1998) http://besser.tsoa.nyu.edu/howard/Papers/peters.html (Tyckoson, 2001) https://www.ideals.illinois.edu/bitstream/handle/2142/8398/librarytrendsv50i2d_opt.pdf?sequence=1 (ALIA, 2003) http://conferences.alia.org.au/libtec2003/papers/cram.html
  • 27. Papers discussing Faculty Liaison Service Model… (Jaguszewski & Williams, 2013) http://www.arl.org/storage/documents/publications/NRNT-Liaison- Roles-final.pdf (Mbali, 2011) & (Rionda, 2010) Carnegie Research Academy unpublished reports (Wade, 1999) http://dx.doi.org/10.1016/S0099-1333(99)80030-5
  • 28. Articles describing the Personal Librarian Service Model (Bailey, 1984) – Personal service at Postgraduate level (Foster & Gibbons, 2007)- Studying students: Undergraduate research project http://www.ala.org/acrl/sites/ala.org.acrl/files/content/publications/booksanddigitalresources/digital/Foster-Gibbons_cmpd.pdf (Nann, 2010) - How Yale Library did it http://www.aallnet.org/main-menu/Publications/spectrum/Archives/Vol- 14/pubsp1006/pub-sp1006-personal.pdf (Spak & Glover, 2007) Yale Medical Library PLP http://www.tandfonline.com/doi/pdf/10.1300/J115v26n04_02