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  1. 1. An Operational View of the Information Commons Lessons Learned from a Year of Service Vicki Mills, Undergraduate Services Librarian Maliaca Oxnam, Engineering Librarian Laura Talamonti, Support Systems Analyst Sr. March 22, 2003
  2. 2. The Information Commons is… <ul><li>a reference & research area, </li></ul><ul><li>BUT it is more… </li></ul>
  3. 3. The Information Commons is… <ul><li>a computer lab, </li></ul><ul><li>BUT it is more… </li></ul>
  4. 4. The Information Commons is… <ul><li>a place for study (27 group study rooms), </li></ul><ul><li>And even more… </li></ul>
  5. 5. The Information Commons is… <ul><li>collaboration with their peers </li></ul><ul><li>(not a quiet place) </li></ul><ul><li>interaction with library staff </li></ul><ul><li>(guide students’ inquiry and research process) </li></ul><ul><li>interaction with tutors and other campus helpers </li></ul><ul><li>interaction with computers and vast array of software </li></ul><ul><li>interaction with library’s resources (print and electronic) </li></ul>a space that fosters learning, collaboration, and interaction
  6. 6. The Information Commons… <ul><li>… has brought students together with instructors, tutors, librarians and technology assistance and combined information and technology in ways that facilitate learning. It is a huge success. </li></ul>
  7. 7. <ul><li>13 scanners </li></ul><ul><li>10 B/W Printers </li></ul><ul><li>2 Color Printers </li></ul><ul><li>Software Galore </li></ul><ul><ul><li>Microsoft Office </li></ul></ul><ul><ul><li>Graphics/Design </li></ul></ul><ul><ul><li>Web Page Creation </li></ul></ul><ul><ul><li>Statistics </li></ul></ul><ul><ul><li>Disk Utilities, </li></ul></ul><ul><ul><li>Specialized & Course Software </li></ul></ul><ul><li>209 Gateway PCs </li></ul><ul><li>21 Macs </li></ul><ul><li>(all with floppy, zip & CD R/W drives) </li></ul><ul><li>100+ ports for laptop computers </li></ul>For a complete list of what is available, see: http://dizzy.library . arizona.edu/library/teams/ust/infocomm/ic-features.pdf The Information Commons…
  8. 8. IC Operations <ul><li>Part of the University Library </li></ul><ul><li>Open 142 hours/week+ </li></ul><ul><li>Open to public </li></ul><ul><ul><li>Priority goes to UA Students, Faculty & Staff </li></ul></ul><ul><ul><li>When busy, will check for University IDs (CatCards) </li></ul></ul><ul><ul><li>No ID (or not able to prove affiliation) = no computer </li></ul></ul>Sun Mon Tues Wed Thur Fri Sat 11:00- 24 hrs 24 hrs 24 hrs 24 hrs -9:00 9-9
  9. 9. IC Staffing <ul><li>Library staff from 5 different units </li></ul><ul><li>Graduate Library School students </li></ul><ul><li>Undergraduate and graduate students from a variety of other departments and majors </li></ul><ul><li>Extended Hours Staff </li></ul><ul><ul><li>9 pm to 8 am </li></ul></ul><ul><ul><li>Provide both assistance to students </li></ul></ul><ul><ul><li>Serves as security for the building </li></ul></ul>Who works in the Information Commons?
  10. 10. IC Training <ul><li>Staff requiring training in Spring 02 </li></ul><ul><ul><li>37 library staff with reference experience </li></ul></ul><ul><ul><li>15 library staff new to reference or new to the library </li></ul></ul><ul><ul><li>38 students with varying amounts of experience in a library </li></ul></ul><ul><li>In short, </li></ul><ul><ul><li>Library Staff had experience with traditional Library resources but needed training in technology applications and troubleshooting </li></ul></ul><ul><ul><li>Students were familiar with the technology, but needed training in Library services and resources </li></ul></ul><ul><ul><li>Others fell somewhere in between </li></ul></ul>
  11. 11. IC Training - Structure <ul><li>21 reference/information modules – </li></ul><ul><ul><li>How to use and answer the most frequently asked questions in the catalog, indexes, print reference sources, online reference sources, etc. </li></ul></ul><ul><li>14 software or technology modules – </li></ul><ul><ul><li>How to answer the most frequently asked questions in Word, Excel, Dreamweaver, How to scan, How to burn a CD, etc. </li></ul></ul><ul><li>Modules didn’t try to teach everything – just what would answer 80% of the questions – those things that are asked over and over again. </li></ul>
  12. 12. IC Training - Goals <ul><li>Initial Training Goal </li></ul><ul><li>Want everybody to learn everything </li></ul><ul><li>Revised Training Goal </li></ul><ul><li>Everybody needs to develop basic competencies around reference service and technology assistance. </li></ul>
  13. 13. IC Training - Reality <ul><li>Staff only remain familiar with technology and resources they use on a regular basis </li></ul><ul><li>Natural triage developed for more complex questions </li></ul><ul><ul><li>Students often answer technology-type questions </li></ul></ul><ul><ul><li>Library Reference staff answer research questions </li></ul></ul>
  14. 14. IC - Results <ul><li>Wildly successful – “the place to be” </li></ul><ul><li>Most common complaint - “get more computers!” </li></ul><ul><li>Performed a satisfaction survey the week of 2/24/03 – 3/3/03. </li></ul><ul><ul><li>what kinds of activities they came to the IC to do, </li></ul></ul><ul><ul><li>how satisfied they were with the equipment and services, and </li></ul></ul><ul><ul><li>how long they had to wait for computers </li></ul></ul>
  15. 17. IC – Results (cont.) <ul><li>Did you find help when you needed it? </li></ul><ul><li>Yes 80% </li></ul><ul><li>No 20% </li></ul><ul><li>How long did you have to wait for a computer? </li></ul><ul><ul><li>No wait 33% </li></ul></ul><ul><ul><li>30 - 60 seconds 7% </li></ul></ul><ul><ul><li>2 - 5 minutes 23% </li></ul></ul><ul><ul><li>6 – 15 minutes 19% </li></ul></ul><ul><ul><li>More than 15 minutes 17% </li></ul></ul>
  16. 18. How has the IC changed how we provide customer assistance? <ul><li>Identity crisis! Where is the Library? </li></ul><ul><li>Greater focus on electronic reference resources </li></ul><ul><li>First 4 months showed an increase in computer application questions and decrease in reference questions </li></ul><ul><li>Fall semester showed an increase in reference questions, outnumbering computer application questions. </li></ul>
  17. 19. Technology... <ul><ul><li>Laura Talamonti </li></ul></ul><ul><ul><li>Support Systems Analyst Sr. </li></ul></ul>The day after our “cattle herd” arrived…
  18. 20. <ul><li>Network and Environment </li></ul><ul><li>Pay for Print </li></ul><ul><li>Keyserver Software </li></ul><ul><li>System Images </li></ul><ul><li>Deep Freeze Software </li></ul><ul><li>Communication </li></ul><ul><li>Cleaning/Maintenance Issues </li></ul>Technology Overview
  19. 21. <ul><li>13 scanners </li></ul><ul><li>10 B/W Printers </li></ul><ul><li>2 Color Printers </li></ul><ul><li>Software Galore </li></ul><ul><ul><li>Microsoft Office </li></ul></ul><ul><ul><li>Graphics/Design </li></ul></ul><ul><ul><li>Web Page Creation </li></ul></ul><ul><ul><li>Statistics </li></ul></ul><ul><ul><li>Disk Utilities, </li></ul></ul><ul><ul><li>Specialized & Course Software </li></ul></ul><ul><li>209 Gateway PCs </li></ul><ul><li>21 Macs </li></ul><ul><li>(all with floppy, zip & CD R/W drives) </li></ul><ul><li>100+ ports for laptop computers </li></ul>For a complete list of what is available, see: http://dizzy.library . arizona.edu/library/teams/ust/infocomm/ic-features.pdf The Information Commons…
  20. 22. IC Network & Environment <ul><li>2 Windows 2000 servers </li></ul><ul><ul><li>domain controllers running active directory and DNS. </li></ul></ul><ul><li>2 Windows 2000 servers </li></ul><ul><ul><li>print servers. </li></ul></ul><ul><li>1 Windows 2000 server </li></ul><ul><ul><li>files, applications, profiles, and anti-virus software </li></ul></ul><ul><li>DHCP for laptops </li></ul><ul><li>Mandatory profiles on all workstations </li></ul><ul><ul><li>ADA, scanner, IC classroom, GIS, IC Public, Science Public. </li></ul></ul><ul><li>W2K group policies </li></ul><ul><li>Reflexive access lists - router </li></ul><ul><li>100 MB ports </li></ul>
  21. 23. Pay for Print Services <ul><li>Pharos Uniprint software ( http://www.pharos.com ) </li></ul><ul><ul><li>- tracks, monitors, measures, routes, and </li></ul></ul><ul><ul><li>optionally charges for network printing. </li></ul></ul><ul><li>12 Print Stations: </li></ul><ul><ul><li>10 black and white Laserjet printers ($.10 per page) </li></ul></ul><ul><ul><li>2 color Laserjet printers ($1.00 per page) </li></ul></ul><ul><ul><li>Leased through Xerox – managed by our </li></ul></ul><ul><ul><li>Photocopy Center </li></ul></ul>
  22. 24. <ul><li>Printing Activity (1/1/02--3/10/03): </li></ul><ul><ul><li>452,475 print jobs </li></ul></ul><ul><ul><li>1,709,605 pages (total) </li></ul></ul><ul><li>Learnings ….. </li></ul><ul><ul><li>Add memory to the printers – 128 MB - printing large files (PDF) </li></ul></ul><ul><ul><li>Purchase/Lease high speed printers </li></ul></ul><ul><ul><li>100 MB connections </li></ul></ul><ul><ul><li>Huge decrease in printing problems </li></ul></ul>Pay for Print Services (cont.)
  23. 25. Keyserver <ul><li>Client/Server license management system for local and remote software applications. </li></ul><ul><ul><li>Supports Windows, Macintosh, MAC O/S X, and thin client systems </li></ul></ul><ul><li>http://www.sassafras.com </li></ul><ul><li>Currently keying 30 different software packages </li></ul><ul><li>Built in crystal reports for monitoring usage </li></ul><ul><li>Shared service throughout the entire ILC </li></ul>
  24. 26. <ul><li>Learnings ….. </li></ul><ul><li>Verify licensing agreements or contact vendors to see if keyserver can be used with their product </li></ul><ul><li>Be aware that not all software packages can be keyserved. </li></ul><ul><li>Can take multiple installations for keyserver to recognize the application </li></ul><ul><li>Once installed – minimal administration </li></ul>Keyserver (cont.)
  25. 27. System Images - Ghost <ul><li>Software tool for enterprise PC management, user migration, and application deployment. </li></ul><ul><li>www.symantec.com </li></ul><ul><li>Time Saver </li></ul><ul><ul><li>would take 2-3 days to manually install, configure, and update one machine. </li></ul></ul><ul><li>Once a master image is created, it can be pushed (network) to multiple machines consecutively </li></ul><ul><ul><li>Our current compressed master images (8) are over 7 GB each. </li></ul></ul><ul><ul><li>Typical install takes 30 – 40 minutes. </li></ul></ul>
  26. 28. <ul><li>Learnings ….. </li></ul><ul><li>Multicast protocol – high bandwidth </li></ul><ul><li>Figure out how to successfully use it within your environment – what works for one department may not work for you </li></ul><ul><li>50 systems at a time </li></ul><ul><li>Overall process improvement </li></ul><ul><li>Test, Test, Test </li></ul>Ghost (cont.)
  27. 29. Deep Freeze Solutions <ul><li>Software application – when installed, it “freezes’ the computer’s software configuration. </li></ul><ul><ul><li>Upon restart all changes are erased and the original software configuration is restored </li></ul></ul><ul><ul><li>Invisible to the end user. </li></ul></ul><ul><ul><li>Plays a key role in the availability of computers for a 24X7 environment. </li></ul></ul><ul><ul><li>Helpline calls decreased by 90% for viruses, performance issues, and application problems </li></ul></ul><ul><ul><li>http://www.deepfreezeusa.com </li></ul></ul>
  28. 30. Communication <ul><li>Never ending </li></ul><ul><li>Includes all stakeholders </li></ul><ul><li>Established an All-IC listserv </li></ul><ul><li>Answer Library report card comments </li></ul><ul><li>Review surveys </li></ul><ul><li>Meetings </li></ul>
  29. 31. Cleaning & Maintenance <ul><li>Keyboards </li></ul><ul><li>Mice </li></ul><ul><li>Monitors </li></ul><ul><li>Dust in the fans </li></ul><ul><li>Requires planning </li></ul><ul><ul><li>Identify & plan for slow periods (i.e. spring break, Christmas holidays, and summer breaks) </li></ul></ul><ul><ul><li>Student projects </li></ul></ul><ul><ul><li>Extended hours staff </li></ul></ul>
  30. 32. Partnerships... <ul><ul><li>Maliaca Oxnam </li></ul></ul><ul><ul><li>Engineering Librarian </li></ul></ul>
  31. 33. Partnerships <ul><li>2 Primary types of Partnerships </li></ul><ul><ul><li>Instructional collaborations with the Library </li></ul></ul><ul><ul><ul><li>Formal instruction in the Electronic Classrooms </li></ul></ul></ul><ul><ul><li>External requests for course-specific software to be added to the IC Computers </li></ul></ul>
  32. 34. It is an extension of the classroom –
  33. 35. Partnerships <ul><li>Provides an integrated center for learning </li></ul><ul><ul><li>ILC Classrooms/Break-out rooms </li></ul></ul><ul><ul><li>ILC Meeting Place </li></ul></ul><ul><ul><li>Information Commons </li></ul></ul><ul><ul><ul><li>Classroom </li></ul></ul></ul><ul><ul><ul><li>Collaborative Space </li></ul></ul></ul><ul><ul><ul><li>Study Group Rooms </li></ul></ul></ul>
  34. 36. Partnerships – Why? <ul><li>Faculty see students coming to the IC; recognized as a link to students </li></ul><ul><li>Faculty use demonstrations & multimedia in class & instruct students to replicate at IC </li></ul><ul><li>Faculty collaborate with Library for Instruction </li></ul><ul><li>Class assignments </li></ul><ul><ul><li>Software specific assignments (i.e. Dreamweaver, course specific software) </li></ul></ul><ul><ul><li>Resource specific assignments (i.e. specific Library materials) </li></ul></ul><ul><ul><li>Collaboration specific assignments (i.e. requires group work) </li></ul></ul>
  35. 37. IC Instructional Classroom <ul><li>48 PCs </li></ul><ul><li>1 Mac </li></ul><ul><li>1 Adaptive Workstation </li></ul><ul><li>Instructional Multimedia Center </li></ul><ul><ul><li>VCR </li></ul></ul><ul><ul><li>Scanners </li></ul></ul><ul><ul><li>Wireless Mouse/Keyboard </li></ul></ul><ul><li>Projection Unit </li></ul>
  36. 38. IC Instructional Classroom <ul><li>Focused on hands-on development of information competencies </li></ul><ul><li>Must be scheduled with library staff </li></ul><ul><li>It is used very heavily during the Fall and Spring Semesters </li></ul><ul><ul><li>From 1/6-3/16 – 169 classes/sessions taught for 283 hours </li></ul></ul>
  37. 39. Partnerships - Examples <ul><li>Natural Science 101 (General Education) </li></ul><ul><ul><li>Weekly instructional partnership </li></ul></ul><ul><li>Astronomy 203 (General Education) </li></ul><ul><ul><li>Multiple sessions over 1 week </li></ul></ul><ul><li>Optics 310 </li></ul><ul><ul><li>- Single session </li></ul></ul>
  38. 40. Partnerships - Realities <ul><li>Classroom is always busy </li></ul><ul><li>Faculty & Instructors get spoiled </li></ul><ul><ul><li>Want all class activities in the IC </li></ul></ul><ul><ul><ul><li>Office Hours </li></ul></ul></ul><ul><ul><ul><li>Assigned Study group rooms & times </li></ul></ul></ul><ul><ul><ul><li>Access to the IC Classroom (don’t like having to go to other electronic classrooms) </li></ul></ul></ul><ul><li>Problems with course specific software </li></ul><ul><ul><li>Minimal support for students </li></ul></ul><ul><ul><li>Upgrades? </li></ul></ul><ul><ul><li>Uninstall? </li></ul></ul>
  39. 41. Learnings ….. <ul><li>Make sure new computers and software arrive and can be installed and tested well before opening (not 3 weeks before!) </li></ul><ul><ul><li>Start out with a good implementation plan </li></ul></ul><ul><ul><li>Allow for growth </li></ul></ul><ul><ul><li>Be very flexible </li></ul></ul><ul><ul><li>Understand that services initially provided will constantly change </li></ul></ul><ul><ul><li>Build a good working relationship with your campus IT department - you will need to address security, bandwidth, and various network issues on a much larger scale. </li></ul></ul><ul><ul><li>Work to understand your customers – they want seamless access to information </li></ul></ul>
  40. 42. <ul><li>Learnings ….. </li></ul><ul><li>Train desk staff on new computers/software before opening. </li></ul><ul><li>Make the help desk(s) more obvious </li></ul><ul><ul><li>Think about signage </li></ul></ul><ul><li>Don’t assume you will have enough computers! </li></ul>
  41. 43. Learnings ….. <ul><li>Having two different kinds of computers was double trouble </li></ul><ul><li>The MACs presented staff training and computer networking problems that were unique </li></ul><ul><li>Think about how to create quiet areas within the Information Commons </li></ul>
  42. 44. Questions? Clarifications?