Assessment Day Presentation

Wilma Jones, Chief Librarian & Jonathan Cope, Instruction/Reference Librarian

“ Progress implies change. Not all change is progress, but all progress requires change. Change can be planned or unplanned. Libraries have experienced some serious unplanned changes in the recent past; they have been buffeted by changes in technology and scholarly communication and the downturn in the economy. Even so, most libraries have adapted wonderfully to the changes and challenges created by the new technologies.”
http://vnweb.hwwilsonweb.com.proxy.library.csi.cuny.edu/hww/jumpstart.jhtml?recid=0bc05f7a67b1790eed4e0e670c2f3af184878d629373a294be35fcfa0dcdbb05a8a3a9443b5f1ec5&fmt=H
Hernon, P., & Altman, E. (2010). Embracing Change for Continuous Improvement. American Libraries , 41 (1/2), 52-5. Retrieved April 4, 2010, from Education Full Text database.
College of Staten Island Library

Planned changes that occurred through Strategic Planning…

Unplanned changes that occurred that needed immediate response…

Sought funding to acquire 250 additional chairs and 50 PC workstations…

2004 2009 College of Staten Island Library

External forces and national trends
Changes at CSI
Impact of Surveys – 1999, 2004, 2009
Collections; Services; Environment; Technology
The way forward
What progress have we made?
Benchmarks

The CSI Library supports the educational mission of the College of Staten Island and the research needs of its students, faculty, and staff by collecting , preserving , and providing access to scholarly materials in a variety of formats .

… let’s look at external forces and national trends.

Technology transforms and enhances many of the research resources and services in Libraries…

Card catalog (one location)
Books
Periodicals
Indexes & Abstracts
Magazines & Journals
Audiocassettes
Videocassettes
Microform
CD-ROM
Dumb terminals
Online catalog (worldwide)
E-books, E-readers, & mobile devices
E-periodicals
Full-text databases
E-journals & E-zines
Podcasts & RSS feeds
DVDs
Computers & Laptops
Full-text databases
Streaming Media
Scanning workstations

F2F Reference
Telephone Reference
Articles & Textbooks on Reserves
ILL articles delivered in print
Classroom for library instruction
Display case exhibits
Media delivered to classroom
Chat Reference
Virtual Reference
Laptops & Calculators on Reserves
ILL articles delivered via e-mail
Computer lab for library instruction
Online exhibits
Smart classrooms

Physical visits:
decreased 9.2% from 1994-1998
increased 19.6% from 1998-2004
Reference transactions decreased 33.5%
Circulation transactions increased 9.3%
Inter-Library Loan increased 60%
(American Library Association Office for Research & Statistics, 2008).

Changes at CSI

8,397 Student FTE
(11,980 headcount)
308 Faculty
9 Associates
34 Bachelor’s
10 Master’s
4 Doctoral
=57 programs
9,979 Student FTE
(13,092 headcount)
358 Faculty
6 Associates
45 Bachelor’s
15 Master’s
7 Doctoral
=73 programs

203,000 books
NO e-books
1,400 print journal
~5000 e-journals
800 microform titles
14 electronic resources
2000 films and videos
CD-ROM databases
5,000 sound recordings
243,000 books
110,000 e-books
250 print journal
44,000 e-journals
1 microform title
143 electronic resources
3,000 DVDs and other new media materials
5,000 sound recordings

8,397 Student FTE
(11,980 headcount)
50,719 nasf
550 seats
24 dumb, 27 PC workstations
(+ 24 in library instruction lab)
3 network printers
9,979 Student FTE
(13,092 headcount)
50,719 nasf
674 seats
66 PC workstations,
50 Laptops
(+65 in library instruction labs)
9 network printers

Considered state-of-the-art equipped with:
Electronic Theatre for multimedia presentation
Media Distribution System throughout campus
Multimedia Lab
Faculty Center for Excellence in Media & Pedagogy

1998
2005

Impact of Surveys:
1999
2004
2009

Dominant Comments:
Faculty ranked the book collection – F
Students ranked the book collection – C
Faculty ranked the journal holdings – F
Students ranked the journal collection – D+
Faculty ranked multimedia resources – D-
Students ranked multimedia resources – C

Library’s response:
Requested an increase in base budget to build the collection
Library/Faculty committee restructured to include faculty rep from each department in order to facilitate better communication

Dominant comments
Faculty ranked the ILL/DD – F
Students ranked ILL/DD – C-
Faculty ranked Internet training – D-
Students ranked Internet training – D+
Faculty ranked the orientation programs – D
Students ranked orientation programs – C

Library’s response
Revamped workflow in ILL/DD and upgraded equipment
Implemented workshops for faculty
Recruited Information Literacy Librarian

Dominant comments
Faculty ranked sufficient seating – B+
Students ranked sufficient seating – C+
Faculty ranked comfortable, quiet – A-
Students ranked comfortable, quiet – C+
Faculty ranked late evening/weekend hrs – C/D
Students ranked late evening/weekend hrs - D-/D-

80 seats re-upholstered
Public safety officers asked to patrol through library
No funding received to extend hours of service

Dominant comments:
Faculty ranked full-text journals online – F
Students ranked full-text journals online – C
Faculty ranked access to e-databases – F
Students ranked access to e-databases – C+
Faculty ranked sufficient PCs available – F
Students ranked sufficient PCs available – C

Upgraded dumb terminals to PCs
Entered into CUNY consortia for e-resources

Dominant comments
Faculty ranked knowledgeable staff – B
Students ranked knowledgeable staff – B
Faculty ranked courteous – B-
Students ranked courteous staff – B
Faculty ranked teach about info resources – B
Students ranked teach about info resources – B+

Continued to encourage library faculty and staff to seek professional development activities
Introduced in-service peer-to-peer training & sensitivity training for all staff

LibQual+, a survey tool developed by the Association of College and Research Libraries (ACRL) to assess user’s opinions of the quality of service in academic libraries.

Dominant comments:
66% interested in the electronic collections and training for access to the e-collections
30% concerned about the print collection

Targeted collection development to meet the needs of the curriculum
Increased resource sharing efforts with other CUNY libraries
Upgraded ILL/DD service
Created at Digital Library Learning Lab
Expanded Library instruction into Gen Ed and Majors

223 269 247 268 College of Staten Island Library

Dominant comments:
57% praised the “extremely helpful,” diligent” staff, along with 9% who expressed dissatisfaction with staff
10% commented on the excellent library instruction services
19% were concerned with library hours

Extended evening and weekend hours during the last 3 weeks of the semester.
Expanded in-service professional development to include adjunct faculty
Cross-training for support-staff

Dominant comments:
68.8% expressed dissatisfaction with noise level, cell phone use, worn furniture, poor lighting, and presence of food
15% expressed positive comments about experience in this “fine library for a four-year college.”

Established noise level/study zones
Acquired Aeron chairs & replaced 1 st fl study chairs
Created study group rooms
Increased signage re: cell phone use & food
Replaced lamps on all study tables
Public safety officer stationed on 3 rd floor (8hrs)

Dominant Comments:
62.5% requested access to more computers and printers
20% appreciated CELT, but requested more “technical training workshops”
17.5% appalled with “frequent disrepair” of PCs, printers, copiers, and microform machines.

Increased staffing in CELT with CLT to assist with one-on-one trainings
Hired a second CLT as Systems Manager to maintain PCs and peripherals
Created the Document Center – rent laptops, etc.
Upgraded PCs, added 16 PCs, 11 laptops and 2 printers
Changed Copy service contract

Dominant comments:
36% would like more books/e-books
21% asked for more databases and research resources
18% specifically asked for textbooks

Library’s proposed response
Currently investigating appropriate e-books & e-textbooks for purchase
Advocate for additional funding to purchase more research databases and resources
Hope that CUNY continues to fund the Textbook Initiative

Dominant comments:
15% compliments for librarians & staff, and 8% better service
15% requests for longer loan periods for books
10% requests for training workshops on research databases

Library’s proposed response:
Will consider extending loan periods
Request additional staff to institutionalize training workshops
successful faculty workshops during 2010 Winter Intersession
Integrating “Chat” into general reference services

Dominant Comments
22% complained about noise, especially the 3 rd floor
22% need longer hours of service
16% would like more comfortable seats
10% asked for more study spaces
5% requested more bathrooms (none on 3 rd fl)

Library’s proposed response
Will investigate noise complaints on the 3 rd fl – silent zone
Will consider additional hours
currently monitoring extended hrs of 11+ as of September 2009
Study group rooms on 2 nd fl under construction this summer
Additional 100 chairs to arrive April 16, 2010

Dominant comments:
40% asked for “more computers”
14% stated “block FaceBook,” “MySpace,” and “games”
13% wanted more outlets and better wireless access
9% asked for more laptops and access to more laptop printers

Library’s proposed response:
Plans to increase number of PC workstations
20 (April 16)
30 (summer 2010)
25 laptops added Dec 2009
Wireless was boosted by 20 access points during winter Intersession
No complaints since!!
Increased signage re: use of PCs for “research only”

2004 2009 College of Staten Island Library

Have we made any Progress?

Did the library’s responses make a difference?
Library is a much more welcoming place - physical visits are at a record high
Due to the concerted collection development (i.e. faculty and librarians), satisfaction with the various collections has increased – evidenced in 71% in Circulation statistics over the past 2 years
Inter-Library Loan requests for articles continue to climb, primarily for esoteric materials from Canada, New Zealand, Australia, and China.

Did the library’s responses make a difference?
Reference activities via chat and e-mail are on the rise
Silent floor is a success, however it needs the presence of public safety at all hours that the Library is open
Faculty and staff continue to get high praise from students and faculty

On-going assessment
More to learn from analyzing the 2009 survey data
Support CSI’s new mission and vision
Plan for more resources to support new graduate programs
Plan for services for future residence hall students
Keep benchmarks in sight, i.e. CUNY senior colleges and peer institutions

Exploring new ways of providing information literacy instruction
Continue to expand the book & digital collections
K-12 Curriculum space – 2 nd Fl West
5 additional study group rooms
50 more PCs by year end
Master Plan promises expansion to 85,000 nasf
Integrating Interdisciplinary Research as an elective in the MALS program

… continue to think outside the box

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Assessment Day Presentation

by Wilma Jones

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