Nercomp 2012 rev1

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  • Amy ’s visit to departments, comments from faculty, anecdotal feedback from all constituencies.
  • Amy at Plymouth, saw a solution
  • Drastic changes in space needed; large space
  • Atomic Learning, the Tab and other changes….
  • Every institution will develop their own model IR Tab, Library Tab….the portal
  • Nercomp 2012 rev1

    1. 1. Merging UserSupport ServicesTechnology Help &Library Circulation
    2. 2. Situation • Technology Help Center focused on faculty & staff • Library staff constantly asked technology questions by students • Faculty demanding technology help for their studentsNERCOMP 2012 | 2
    3. 3. Location, location, location!NERCOMP 2012 | 3
    4. 4. It’s a Plan: CIO Vision• Technology & Library Support for students, faculty, & staff in one place• Single point of support for all Information Resources Services – One phone number – One emailNERCOMP 2012 | 4
    5. 5. Re-0rganize• The IRSC is created• First year: dual report• Afterward, report to Library DirectorNERCOMP 2012 | 5
    6. 6. First Conflict: Different Reporting • Technology Help Center reports to Academic Computing • Circulation Services is part of the LibraryNERCOMP 2012 | 6
    7. 7. Collaboration: Joint Project Development & Planning• Investigation of the Field – Listservs and interviews, articles• Consultants• Sharing documents with each other• Met with all managers, directors and Associate Provost• Began meeting weekly with the staff involved – To create a planNERCOMP 2012 | 7
    8. 8. Collaboration BeginsProcess Processing Change• Met weekly • Changing the service• Identified sub groups to focus on: model – student staffing & professional development, – staff professional development, – space, and • Changing location – What a merged organization would look like (we needed a new name)• Kept detailed minutes of issues, • Changing the space concerns, tried to address them at the meetings as they came up • Changing the organizational structureNERCOMP 2012 | 8
    9. 9. The ProcessBig Changes Opening August 2010• Cross training• Reconfigured phones and call center procedures• Shelving leaves the area• Organizational Change (AD and lead librarian) NERCOMP 2012 | 9
    10. 10. Open for BusinessNERCOMP 2012 | 10
    11. 11. Work in Progress • Attitude of ongoing change • Hired a lot more student workers • Assistant Director hired – Stabilized job descriptions • Staffing changes • Change in reporting structure • Building in flexibility • HelpSpot & other support technologyNERCOMP 2012 | 11
    12. 12. CelebrationNERCOMP 2012 | 12
    13. 13. Ongoing ChangeChanges in Year 1 +• Classroom Loans added to the service• More space changes• IRSC Advisory Team• After hours support – Developed Escalation Policy NERCOMP 2012 | 13
    14. 14. Successes and ….Lessons • Always a work in progress • Professional Development and ongoing training is a need • Internal & external outreach is importantNERCOMP 2012 | 14
    15. 15. The Future • Developing assessment • The role of library reserves • The impact on reference services • More librarian involvement in circulation procedures and module • Documentation • Student Worker training improvementNERCOMP 2012 | 15
    16. 16. Questions? Amy Berg, Associate Provost for Information Resources Gail Wood, Director of Libraries Lisa Kahle, Director of Academic Computing Services & Classroom Media ServicesNERCOMP 2012 | 16

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