Integrated servicesphilosophy

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Integrated servicesphilosophy

  1. 1. Integrated Services – Bringing the Philosophy to Reality <br />Yvonne Anderson<br />Red Deer College<br />
  2. 2. The Dream: Integrated Services<br />2 service points<br />3 service roles<br />
  3. 3. <ul><li> Red Deer, Alberta
  4. 4. 3,800 FLE Students
  5. 5. “new” Library completed 2002
  6. 6. Wednesday</li></ul>About Red Deer College (Library)<br />
  7. 7. Our Setup, Our People ...<br />
  8. 8. History of the Philosophy ...<br />Learning always encouraged<br />Creatively bridge a physical gap<br />Spring 2008 = staff workshops<br />Original plan = promoting the Philosophy<br />
  9. 9. WWYLD? <br />Can be a success<br />Good training essential<br />Increases confidence<br />Concern about a task’s “status”<br />Way to use limited space<br />“One-stop shopping”<br />
  10. 10. Our Influences ...<br />Flanagan & Horowitz (2000): MIT combined Circulation & Reference <br />Where do I go?<br />“Working together makes all staff smarter” (pg. 330) <br />They should know = we should know<br />Ideal: “well-executed ‘hand-off’” (pg. 332)<br />
  11. 11. Oh, for a retreat ...<br />
  12. 12. Then what happened? Not much.<br />“Encouraged” all staff to “cross-train”<br />Little incentive<br />Subverted by other priorities<br />Where’s the $$?<br />Evening & weekend staff “sort of” did it<br />Lack of structure & training<br />
  13. 13. The Reality: Trying it again ... Spring 2010<br />
  14. 14. “One Service Desk” Pilot<br />One desk/2 staff: Evenings & Saturday May/June<br />One desk ONLY: July/August<br />Part-time staff participating<br />
  15. 15. Our Whys<br />Workload<br />Job enrichment<br />Customer service<br />Saving $$<br />
  16. 16. The Rollout ...<br />Publicity from Chair<br />Staff meetings  Circulation<br />Part-time staff interviews!<br />
  17. 17. Interview insights ... <br />What does “One Desk” mean to you?<br />How do you feel?<br />Worries?<br />
  18. 18. What do you need?<br />
  19. 19. Oops. We didn’t think about that.<br />Assessment<br />Logistics<br />Clear, scheduled training in advance<br />
  20. 20. Training Tools <br />Training LibGuide<br />Wiki<br />Chatalogue<br />
  21. 21. Wait, see, tweak ...<br />Challenges:<br />Catalogue & Circulation down during training<br />Consistent support from supervisors<br />Buy-in from staff<br />Patrons?<br />Assessment/feedback<br />Training!!<br />
  22. 22. Thank you! Stay tuned ...<br />Yvonne Anderson<br />Librarian | Learning Commons<br />Red Deer College | 100 College Blvd | Red Deer | AB | T4N 5H5<br />work 403.356.4855 | fax 403.346.8500 | yvonne.anderson@rdc.ab.ca<br />library.rdc.ab.ca | when you get here you understand<br />
  23. 23. References<br />Flanagan, P., & Horowitz, L.R. Exploring new service models: Can consolidating public service points improve response to customer needs? (2000). Journal of Academic Librarianship, 26(5). doi: doi:10.1016/S0099-1333(00)00139-7<br />Naismith, R. Combining circulation and reference functions at one desk. (2004). Journal of Access Services, 2(3), 15-20. doi: 10.1300/J204v02n03_02<br />Powell, J., Bryan, L., Michelson-Thiery, M., Koltay, Z., & Patterson, M. Integrating an engineering library's public services desk: Multiple perspectives. (2007). Issues in Science and Technology Librarianship. Retrieved from http://www.istl.org/07-winter/article2.html<br />

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