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Transforming the health sciences library service desk

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Expanding services to additional branches can present many challenges and opportunities for increased impact among your users. The UA Libraries would like to share our experiences in expanding the services offered at the Information Desk of the Health Sciences Library, including providing new services such as technology lending and 3D Printing. This blitz session will highlight best practices and lessons learned, including workflows, training, and ensuring consistency in services in a multi-branch system. We will also share stories of how students have used these new services.

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Transforming the health sciences library service desk

  1. 1. TRANSFORMING THE HEALTH SCIENCES LIBRARY SERVICE DESK E X PA N D I N G S E R V I C E S I N A M U LT I - B R A N C H L I B R A R Y
  2. 2. BACKGROUND • Library locations & users • Merging: – Library Management Systems (2006-2007) – Interlibrary Loan services (2014) – Access services and staffing (2015)
  3. 3. SERVICES OFFERED • Health Sciences Library: – Keyed study rooms – iPad checkouts – Headphones, markers • UA Libraries (Main, Science- Engineering, Fine Arts) – Individual study rooms – Group study rooms (reservable online) – Technology lending: laptops, cameras, projectors, & accessories – 3D Printing
  4. 4. SERVICES OFFERED • Health Sciences Library: – Keyed quiet study rooms – Group study rooms (reservable online) – Technology lending: laptops, cameras, accessories – 3D Printing • UA Libraries (Main, Science- Engineering, Fine Arts) – Individual study rooms – Group study rooms (reservable online) – Technology lending: laptops, cameras, projectors, & accessories – 3D Printing
  5. 5. 3D PRINTING • Why expand this service? – Previous users – New opportunities – Direction of 3D printing in general – Encourage greater use – Campus layout
  6. 6. PLANNING • Processes – Budget & supplies – Ticketing system (LibAnswers) – Queue management • Student communication • Staff retraining • Auditing – Web form / communicating with users • Policies – Pickup for community users/Banner? – Allow for uniqueness of each site
  7. 7. IMPLEMENTATION • Workflow – Creation of second queue – Cloud-based document management • Box Institutional License – Training staff and students at HSL / differences in tasks – Internal communication among a larger team • 3d@lib.arizona.edu address and team mindset
  8. 8. BEST PRACTICES & LESSONS LEARNED • Staff time- shift from day to day operations to big picture – Evaluating work – can this be done by a student? – Also changes being able to identify cool projects • Data – What data will you need to collect? Who are your stakeholders and what information are they interested in? – Important to have all data and also individual library data – Gather user stories from the beginning • Allow for flexibility
  9. 9. WORKSHOPS & CAMPUS ENGAGEMENT
  10. 10. USER STORIESW H A T T O L O O K F O R ? - Inspiration & appeal - Represent your users
  11. 11. MRI MOUSE CRADLE
  12. 12. PINCH CALIPERS
  13. 13. QUESTIONS? Jessica Calderwood Jcalderwood@email.arizona.e du Michelle Halla Michellehalla@email.arizona.e du

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