FEAST
THIRTEEN
Teresa Doherty
&
Bettina Peacemaker
Virginia Commonwealth
University
#ALA13 #ALAFeast #VCULibraries
Chat reference
• Implemented in-house chat reference
service in July 2012
• Staffed by libr...
#ALA13 #ALAFeast #VCULibraries
Y not txt 2?
• Texting is wildly popular with college
students
• Same staffing, hours and p...
#ALA13 #ALAFeast #VCULibraries
One secret ingredient
Staff in Circulation and Information
Services
• Have plenty of experi...
#ALA13 #ALAFeast #VCULibraries
Secret ingredient #2
Promotional strategy
• No restrictions on the kind of questions
which ...
#ALA13 #ALAFeast #VCULibraries
Success! Look at our #s
• Started 24-hour text March 11, 2013
• 1400% increase
• Now averag...
#ALA13 #ALAFeast #VCULibraries
#ALA13 #ALAFeast #VCULibraries
#ALA13 #ALAFeast #VCULibraries
#ALA13 #ALAFeast #VCULibraries
kthxbai :o)
Teresa Doherty
mtdohert@vcu.edu
&
Bettina Peacemaker
bjpeacemaker@vcu.edu
Sara Bryant
University of Missouri - Columbia
Preparing for the Future:
Succession Planning
FEAST 2013
Sara Bryant
Assistant Head of Access Services
University of Misso...
Statistics at a Glance
• 45% of librarians reaching the age of 65 between
2010-2020 (Davis, 2009)
• Median librarian age
▫...
Why the need for a succession plan?
• Wave of retirements between 2015 and
2020
• Future is always uncertain
• The cost of...
Steps to a successful plan
• Identify key positions and competencies
• Review position duties
• Assess potential of curren...
Contact me:
Sara Bryant
bryantsar@missouri.edu
References:
Davis, D. M. Office for Research and Statistics, (2009). Planni...
Krista Higham
Millersville University
Rapid Book Chapter Pod for
Consortia
Krista Higham
Access Services Librarian
Millersville University
FEAST @ ALA Annual
Ju...
RapidILL
• RapidILL.org
• 24 hour turn-around time
• Articles and book chapters
• Organized into pods
• Reciprocal agreeme...
Book Chapters
• Currently only one pod
• Approximately 40 libraries
• Can be physical items or ebooks
PALCI’s Plans
(Pennsylvania Academic Library Consortia, Inc)
• Beginning a DDA (demand driven acquisitions)
program for eb...
PALCI’s concerns
• If DDA titles are in the library catalog, how to
avoid triggering an ebook purchase with non-
PALCI lib...
Next Steps
• In talks with Rapid (slightly on hold) to
develop a pod setup for book chapters
• Integrate the request funct...
Questions?
• krista.higham@millersville.edu
Li Fu
&
Lorelei Sterling
University of San Diego
Li Fu
Head of Access & Outreach
Lorelei Sterling
Evening Access/Reference Librarian
June 2013 ALA Chicago
New Services
Outreach
Workshops
Staffing FTE – 9
New Services – Traditional/Minimal
Workshops Taught - None
Outreach Activities - None
Staff Awards – None...
•Copyright Clearance
•Express Books
•Get It Now
•RapidILL
•And much more…
The Beginning
2011
New Services
•Amazing Library...
Staffing FTE - <50%
Workshops Taught - 9
Outreach Activities - over 30 on-campus visits
New Services - 5 new offerings
Sta...
Li Fu
lif@sandiego.edu
Lorelei Sterling
loreleis@sandiego.edu
June 2013 ALA Chicago
Robin Milford
University of California - Merced
Robin Milford
Access Services Librarian
University of California Merced
“We define customer journey maps as documents that
visually illustrate customers’ processes, needs, and
perceptions throug...
2. Identify
participant
(patron)
3. Patron maps
journey using
data sheet
4. Create
inventory of touch
points
5. Identify p...
FEAST 2013
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FEAST 2013

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Why choose between presentations when you can come to one FEAST? Future & Emerging Access Services Trends (FEAST) is back for a third exciting year, providing multiple speakers and topics in a 60 minute session. Hear practitioners and experts discuss what's new or just around the corner in circulation, shelving, reserves, interlibrary loan, offsite storage and more in short five minute courses. Fresh and timely. Never frozen. There's always plenty to choose from at the FEAST

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FEAST 2013

  1. 1. FEAST THIRTEEN
  2. 2. Teresa Doherty & Bettina Peacemaker Virginia Commonwealth University
  3. 3. #ALA13 #ALAFeast #VCULibraries Chat reference • Implemented in-house chat reference service in July 2012 • Staffed by librarians and paraprofessionals in Research and Instructional Services • Platform: LibraryH3lp • Typical hours (M-T 11-10, F 11-6, Sun 6-10) • Pretty successful
  4. 4. #ALA13 #ALAFeast #VCULibraries Y not txt 2? • Texting is wildly popular with college students • Same staffing, hours and platform as for our chat service • January and February usage stats: average under 1 text message a day :-( • Why not expand? It shouldn't be too difficult (famous last words?)
  5. 5. #ALA13 #ALAFeast #VCULibraries One secret ingredient Staff in Circulation and Information Services • Have plenty of experience answering patron questions • Complex research questions could be directed to librarians • What's there to lose? (again, famous last words)
  6. 6. #ALA13 #ALAFeast #VCULibraries Secret ingredient #2 Promotional strategy • No restrictions on the kind of questions which could be asked and answered • Advertised as a service for patrons inside the library as well as outside • PR campaign-apalooza
  7. 7. #ALA13 #ALAFeast #VCULibraries Success! Look at our #s • Started 24-hour text March 11, 2013 • 1400% increase • Now average over 6 questions per day • Worth it? Definitely -- 67% of questions are sent outside our (more restricted) chat hours
  8. 8. #ALA13 #ALAFeast #VCULibraries
  9. 9. #ALA13 #ALAFeast #VCULibraries
  10. 10. #ALA13 #ALAFeast #VCULibraries
  11. 11. #ALA13 #ALAFeast #VCULibraries kthxbai :o) Teresa Doherty mtdohert@vcu.edu & Bettina Peacemaker bjpeacemaker@vcu.edu
  12. 12. Sara Bryant University of Missouri - Columbia
  13. 13. Preparing for the Future: Succession Planning FEAST 2013 Sara Bryant Assistant Head of Access Services University of Missouri-Columbia
  14. 14. Statistics at a Glance • 45% of librarians reaching the age of 65 between 2010-2020 (Davis, 2009) • Median librarian age ▫ Women:52 (2005) vs. 41 (1980) ▫ Men: 51 (2005) vs. 39 (1980) • By 2020, only 32% of the workforce will have a college degree (Singer, 2010) • 91% of “Millennials” expect to stay in a position for less than three years (Meister, 2012)
  15. 15. Why the need for a succession plan? • Wave of retirements between 2015 and 2020 • Future is always uncertain • The cost of turnover is high • Continuity is critical • Knowledge and productivity will be lost with departure of long-term employees
  16. 16. Steps to a successful plan • Identify key positions and competencies • Review position duties • Assess potential of current employees and evaluate performance • Consider bringing in someone new • Organize formal leadership development programs and workshops • Create timeline and consistently evaluate progress
  17. 17. Contact me: Sara Bryant bryantsar@missouri.edu References: Davis, D. M. Office for Research and Statistics, (2009). Planning for 2015: The recent history and future supply of librarians. Retrieved from American Library Association website: http://www.ala.org/research/sites/ ala.org.research/files/content/librarystaffstats/recruitment/ Librarians_supply_demog_analys.pdf Meister, J. (2012, 08 14). Job hopping is the 'new normal' for millennials: Three ways to prevent a human resources nightmare. Forbes, Retrieved from http://www.forbes.com/sites/jeannemeister/2012/08/14/job-hopping-is- the-new-normal-for-millennials-three-ways-to-prevent-a-human-resource- nightmare/ Singer, P., & Grifith, G. (2010). Succession planning in the library: Developing leaders, managing change. Chicago: American Library Association.
  18. 18. Krista Higham Millersville University
  19. 19. Rapid Book Chapter Pod for Consortia Krista Higham Access Services Librarian Millersville University FEAST @ ALA Annual June 29, 2013
  20. 20. RapidILL • RapidILL.org • 24 hour turn-around time • Articles and book chapters • Organized into pods • Reciprocal agreements for books
  21. 21. Book Chapters • Currently only one pod • Approximately 40 libraries • Can be physical items or ebooks
  22. 22. PALCI’s Plans (Pennsylvania Academic Library Consortia, Inc) • Beginning a DDA (demand driven acquisitions) program for ebooks • Has an active Rapid pod for articles • How to get greater use of ebooks? • How to get greater use of physical books, without always shipping them around the state? – Especially reference works
  23. 23. PALCI’s concerns • If DDA titles are in the library catalog, how to avoid triggering an ebook purchase with non- PALCI libraries? • Is it ok to trigger a group purchase of an ebook with a book chapter request?
  24. 24. Next Steps • In talks with Rapid (slightly on hold) to develop a pod setup for book chapters • Integrate the request function with PALCI’s E-ZBorrow system (by Relais) – Add Table of Contents to DDA ebook records • Need to make sure requests flow into ILLiad as book chapters or articles, not books/loans • Workflow for non-ILLiad libraries
  25. 25. Questions? • krista.higham@millersville.edu
  26. 26. Li Fu & Lorelei Sterling University of San Diego
  27. 27. Li Fu Head of Access & Outreach Lorelei Sterling Evening Access/Reference Librarian June 2013 ALA Chicago
  28. 28. New Services Outreach Workshops
  29. 29. Staffing FTE – 9 New Services – Traditional/Minimal Workshops Taught - None Outreach Activities - None Staff Awards – None Student Worker Graduation Rate – Not tracked Missing Items – 1000s Un-shelved Items – 100s Policies – Out of date and incomplete Reserves – Not tracked Circulation – On the decline ILL – Not tracked Our Beginning 2011
  30. 30. •Copyright Clearance •Express Books •Get It Now •RapidILL •And much more… The Beginning 2011 New Services •Amazing Library Race •Copyright for Staff/Faculty •ILL and RapidILL •Research Skills for Int’l Students •Mobile Apps Workshops •Alcala Bazaar •Changemakers •Access Services Desk •Student Retention Outreach Our Results 2013
  31. 31. Staffing FTE - <50% Workshops Taught - 9 Outreach Activities - over 30 on-campus visits New Services - 5 new offerings Staff Awards - USD Employee of the Year 2012 Student Worker Graduation Rate – 100% Missing Items - 100% searched Un-shelved Items - 100% shelved Policies - Up to date and comprehensive Reserves - 19,305 items Circulation - 9.9% increase ILL - Shorter turn around/Greater Circulation Our Results 2013
  32. 32. Li Fu lif@sandiego.edu Lorelei Sterling loreleis@sandiego.edu June 2013 ALA Chicago
  33. 33. Robin Milford University of California - Merced
  34. 34. Robin Milford Access Services Librarian University of California Merced
  35. 35. “We define customer journey maps as documents that visually illustrate customers’ processes, needs, and perceptions throughout their relationships with a company. The journey mapping process helps firms align around a shared vision of target customers, identify broken moments of truth, and get the insights they need to improve.” Andrew McInness, Forrester Research Customer Journey Maps Defined…
  36. 36. 2. Identify participant (patron) 3. Patron maps journey using data sheet 4. Create inventory of touch points 5. Identify pain points or service “gaps” 6. Code the data sheet (Post Its!) 7. Analyze data 8. Make service modifications as necessary (i.e., improved signage, better instructions on copier)

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