Managing Staff Transitions


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  • Service Level Agreements are for all support-related calls coming into the IT help desk. They are categorized depending on the type of problem and outline the typical flow of out the call will be handled. Staff will know that their problem is being addressed, that it has been logged in the system, know what support is available, how long the problem should take to be resolved, etc.
  • Work plan outlines major projects for the year and is published on our Intranet for all staff to see IT does not always lead the committees, but act in a supporting role. IT staff sit on committees such as the Senior Management Team, Technical Oversight & Planning Committee, Public Services Round Table, Collection Access Round Table, Disaster Planning Committee, Internet Issues Research Group. We send staff from all areas of the Library go to conferences including Computers in Libraries, Internet Librarian, IUG, RMRIUG, PLA, ALA, etc.
  • Drop-in sessions: 30-60 minutes designed around new products/services like RFID, scheduled throughout the day so it’s convenient for staff, educational in nature.
  • Blog – we use WordPress for our training Wiki - a wiki is a web site set up to allow anyone with access to edit it. We use WetPaint. Wikipedia most well known example. Others of interest are: Nancy Pearl’s Book Lust Wiki Library Success: A Best Practices Wiki Book Lovers Wiki - Princeton Public Library Research Guides - Norwich University Library Photos and images – using Flickr and also discuss tagging, groups RSS Feeds and readers - RSS stands for “Really Simple Syndication” and is a file format for delivering regularly updated information over the web. Our preferred reader is Internet Explorer 7. Social networking – Facebook, MySpace, Linkedin Social bookmarking – Delicious, allows you to bookmark a web page and add tags to categorize your bookmarks. Social book cataloging – LibraryThing – catalog your own collection using tags, share with others Online applications: Google Docs and Spreadsheets. You can store documents on the web instead of a hard drive. That way, you have access to documents anytime you have access to the Internet. Video hosting – YouTube and Vimeo (offers sharing higher quality videos) Podcasting - The word podcast is used to refer to a non-musical audio or video broadcast that is distributed over the Internet. What differentiates a podcast from regular streaming audio or video is that the delivery method for podcasts is often done automatically through RSS.
  • Collaborative tools refer to JCPL Flickr accounts, WordPress, wiki
  • Digital Resources Librarian is also responsible for keeping the content up to date and is the primary contact for staff who have questions.
  • Our Training & Organizational Development office will contact managers if an individual has fallen behind on the training. Recognition of successfully completing the program is at the discretion of each library – nothing standard system-wide.
  • Staff from Public Services, IT and Training & Organizational Development are developing classes/programs for staff. We will be using internal instructors (other staff) to encourage staff participation and maintaining up-to-date knowledge.
  • Managing Staff Transitions

    1. 1. Managing Staff Transitions Public Library Directors Symposium March 25-27, 2009 Marcellus Turner Executive Director Jefferson County Public Library Colorado
    2. 2. About JCPL <ul><li>10 locations </li></ul><ul><li>1 Bookmobile </li></ul><ul><li>Floating collection for the past 15 years </li></ul><ul><li>6.4 million items checked out in 2008 </li></ul><ul><li>2.7 million visits in 2008 </li></ul><ul><li>273,000 cardholders </li></ul><ul><li>284 public computers </li></ul><ul><li>215 FTE, 325 hourly staff </li></ul>
    3. 3. Planning for Technological Change
    4. 4. Planning for Technological Change <ul><li>Hired new Director of Innovation and Strategies for Information Technology </li></ul>Without creativity, there cannot be change.
    5. 5. Senior Management Team
    6. 6. Planning for Technological Change <ul><li>New philosophy for IT </li></ul><ul><ul><li>Goal - provide support and resources for staff and patrons to enhance their library experience </li></ul></ul><ul><ul><li>Customer service is main focus </li></ul></ul><ul><ul><li>Thorough communication is key </li></ul></ul><ul><ul><li>Continuous review of structure, responsibilities, expectations and procedures </li></ul></ul><ul><li>Reorganization of IT department </li></ul>
    7. 8. Planning for Technological Change <ul><li>Service Level Agreements </li></ul><ul><ul><li>Implemented to ensure efficient resolution to tech issues encountered by staff </li></ul></ul><ul><li>IT is a collaborative partner in testing new products </li></ul><ul><ul><li>Playaways </li></ul></ul><ul><ul><li>Wii </li></ul></ul><ul><ul><li>Kindle </li></ul></ul>
    8. 9. <ul><li>Planning for changes in technology is not solely the responsibility of IT staff </li></ul><ul><li>It is important for Public Services and IT staff to collaborate in the planning process </li></ul><ul><li>Testing partner with developers/new products </li></ul><ul><ul><li>Regular beta partner for the first release of new products </li></ul></ul><ul><ul><li>encore </li></ul></ul><ul><ul><li>encore Report Writer </li></ul></ul><ul><ul><li>RFID/self-check </li></ul></ul><ul><ul><li>Floating collection </li></ul></ul>Planning for Technological Change
    9. 10. Preparing Staff for Changes in Technology <ul><li>Communication with staff </li></ul><ul><ul><li>Tips and how-to articles in weekly employee newsletter </li></ul></ul><ul><ul><li>Monthly meetings between IT and library managers </li></ul></ul><ul><ul><li>Work plan </li></ul></ul><ul><li>New employee orientations </li></ul><ul><ul><li>Opportunity for all new staff to meet with IT, tour the department and learn IT’s role within a library system </li></ul></ul><ul><li>Staff Exchange program </li></ul><ul><li>Internships </li></ul><ul><ul><li>Offer library school students the opportunity to intern anywhere in the system </li></ul></ul><ul><li>IT staff sit with other Library staff on multi-unit committees </li></ul><ul><li>Conference attendance encouraged and supported </li></ul>
    10. 11. <ul><li>Regular training opportunities </li></ul><ul><ul><li>Troubleshooting classes </li></ul></ul><ul><ul><li>Drop-in sessions at IT for new products </li></ul></ul><ul><ul><li>New product/technology rollouts </li></ul></ul><ul><ul><ul><li>EventKeeper </li></ul></ul></ul><ul><ul><ul><li>RFID </li></ul></ul></ul><ul><ul><ul><li>Filtering </li></ul></ul></ul>Preparing Staff for Changes in Technology
    11. 12. <ul><li>“23 Things” </li></ul><ul><ul><li>Based on the Learning 2.0 program by Charlotte-Mecklenburg </li></ul></ul><ul><ul><li>Adapted by JCPL Public Services staff </li></ul></ul><ul><ul><li>Hands-on experience </li></ul></ul><ul><ul><li>Activities build upon each other, allowing staff to become familiar with Web. 2.0 technologies </li></ul></ul>Training
    12. 13. 23 Things <ul><li>What we cover </li></ul><ul><ul><li>Blogs </li></ul></ul><ul><ul><li>Wikis </li></ul></ul><ul><ul><li>Image and photo sharing </li></ul></ul><ul><ul><li>RSS feeds and readers </li></ul></ul><ul><ul><li>Social networking </li></ul></ul><ul><ul><li>Social bookmarking </li></ul></ul><ul><ul><li>Social book cataloging (e.g. LibraryThing) </li></ul></ul><ul><ul><li>Online applications </li></ul></ul><ul><ul><li>Video hosting (e.g. YouTube, Vimeo) </li></ul></ul><ul><ul><li>Podcasting and downloadable audio </li></ul></ul>
    13. 14. 23 Things <ul><li>Delivery </li></ul><ul><ul><li>Implemented by Digital Resources Librarian </li></ul></ul><ul><ul><li>10 one-month-long units, navigated independently </li></ul></ul><ul><ul><li>Open to all salaried staff and Library Board </li></ul></ul><ul><ul><li>Collaborative tools created to be used during training </li></ul></ul>
    14. 17. 23 Things <ul><li>Communication </li></ul><ul><ul><li>Invitation sent to all staff </li></ul></ul><ul><ul><li>Introductory article in weekly employee newsletter </li></ul></ul><ul><ul><li>Monthly articles in employee newsletter – updates, answer questions </li></ul></ul><ul><ul><li>Staff meetings and individual meetings </li></ul></ul><ul><ul><li>Manage blog set-up for training and answer questions </li></ul></ul>
    15. 19. 23 Things <ul><li>Tracking </li></ul><ul><ul><li>Staff record when they complete a month’s activities in a spreadsheet </li></ul></ul><ul><ul><li>Training & Organizational Development monitor staff progress </li></ul></ul><ul><li>Rewards </li></ul><ul><ul><li>Each library will recognize staff’s completion of the program </li></ul></ul><ul><li>Positive feedback from staff </li></ul>
    16. 20. Web 2.0 in the Library <ul><li>Web 2.0 Proposal process </li></ul><ul><li>Staff submit a proposal form to all appropriate directors/managers for approval </li></ul><ul><li>Approved items are added to the Library’s work plan </li></ul>
    17. 22. Technology Competencies <ul><li>Developing certain core skills for JCPL Public Services staff </li></ul><ul><li>Proposed baseline skills include: </li></ul><ul><ul><li>Windows basics </li></ul></ul><ul><ul><li>Computer hardware (CPU, monitor, keyboard, printer, scanner, credit card swipes, RFID pad, etc.) </li></ul></ul><ul><ul><li>Microsoft Office, including Outlook </li></ul></ul><ul><ul><li>Basic troubleshooting </li></ul></ul><ul><ul><li>Internet searching </li></ul></ul><ul><ul><li>JCPL tools (databases, Telus, Overdrive, EventKeeper, Wifi) </li></ul></ul><ul><ul><li>Basic web 2.0 concepts and applications </li></ul></ul>
    18. 23. Marcellus Turner Executive Director Jefferson County Public Library [email_address] Presentation can be found at: