Designed to serve the needs of the millennial generation
Offered state-of-the-art technology and digital contents
Catered to students’ social needs as well as academic ones
Provided physical space designed to encourage collaboration and
sharing of information
Featured a large service desk staffed by librarians, IT and Media
Problems with the layout of the Information
Changes in students’ expectations and needs
Opportunity to assess services and resources
and implement changes
What we want to
Take you through the process we used from
evaluation to implementation
Get your input along the way on how this process
could have been improved
Involve you in some of the discussions we had
Virtual Tour of the
What do you notice?
What are your first reactions?
What has changed in 5 years?
How Did We Begin?
Appointment of a task force
Launched a six-month long assessment project
Needed input and solid data to make a case for a renovation
What Did We Do?
Compilation of statistics already available (use statistics for
service desks, LibQual data, etc.)
Review of the literature on learning commons remodeling
Observations of the 1st floor activities at different times of day
Quick Flip Chart Student Survey to learn how students use
various areas of the first floor
Staff Survey: to get their opinion first and to use their input to
help us build a survey for the entire community
Student Workers Survey
Focus Groups: 2 for students, 2 for faculty
Meeting with Director of the Hub Writing Center, and with the
Disabilities Resources Office staff
Campus Wide Survey
Why do you use the 1st floor Information Commons?
What services do you use?
How satisfied are you with services, space, and equipment on
the 1st floor?
What would you like to add?
11questions, 2 open ended
Campus Survey Response
We received over 2,300 responses (33% response rate) with the
following demographic breakdown:
◦ Undergraduate students: 55.8%
◦ Graduate Students: 25.3%
◦ Faculty: 7.8%
◦ Staff: 11.1%
Our users are very confused about the purpose of the four
service desks located in the Information Commons.
54% of our users never use the Greeter Desk
Start Here Desk
Majority of users don’t know what services are offered at that desk and which part of
the desk they should go to
Users don’t understand the difference between the Circulation Desk and the Library
Help Desk (part of the big Start Here Desk)
52.1% said they never use the services of a reference librarian at
the Start Here Desk and many comment that they did not know
reference librarians were available.
48.7% never use the Media Services Desk
Students want more group study rooms, group
study/collaborative open spaces.
Students use the IC as a space to meet and socialize with
friends, so 80% would like more comfortable furniture.
52.1% rated as important (or very important) the addition of a
HUB satellite (writing center) on the first floor.
Two areas of the Information Commons are under utilized, the
viewing stations area and the shelved reference collection.
Top requests for additional equipment:
Print only computer stations (68.4%)
More computers (72.4%)
Charging stations for personal mobile devices (75%)
Document assembly area (79.1%)
Remove the huge Start Here desk
Consolidate all library service points (Circulation, Library Help,
Greeter Desk) and move near the entrance of the building
Relocate IT Student Help Desk where the Circulation Desk
Create a space for a satellite of the Hub Writing Center
Remove the Reference Collection and the viewing stations and
replace by group collaborative spaces
Add lounge furniture
Improve signage throughout the Information Commons
Reduce noise from café; expand café hours and menu selections
◦ Add three print-only stations
◦ Add mobile device charging stations on each floor
◦ Add a document assembly counter
◦ Add computers to other floors
◦ Add vending machines
Add ADA door buttons for restrooms, multimedia lab, and a few
Add wheelchair accessible Smart Print release station
Need for Marketing
Self check-out machines
Research assistance service
Media services hours and
What happened next?
Architects hired to design a new layout for the Information
University Librarian and CIO looked for money and found some
Estimated cost: $140,000
New implementation team working with architects on new
layout and selection of furniture
Project will be done in two phases
Small changes already implemented:
◦ Improved café hours + vending machines
◦ Removal of the reference collection (weeding project)
◦ Addition of charging stations
◦ Pilot project consolidating library help desk and circulation
Project completion expected in summer 2015
What we learned
Successful change cannot happen without thorough assessment
Working with architects is not always easy
Students’ expectations are constantly changing (need for
collaborative space, mobile revolution)
Combining Library Help and IT Help is not always the right thing
What we learned
We need to change the way we name library services and
Change impacts staff (weeding project)
Communication is essential
Implementation can be delayed and plans may have to change.
Nothing is set in stone.