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FEAST 2014
The document discusses the late night services provided at the University of Maryland Libraries. It began with an overview of the late night services offered at McKeldin Library, which is open until 8am Sunday through Thursday during the academic semesters. It provides circulation, equipment loans, reserves, and a tech desk overnight with around 160 student hours per week. It then discusses the challenges faced, including safety and security, staffing, communication, and weather issues. Graphs are shown depicting average weekly usage patterns. The document closes by noting some of the ongoing challenges including safety, supervision, staffing, weather, and facility maintenance issues.
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FEAST 2014
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- 5. Mary Beth Lock WakeForest University
- 6. ALA Annual, LasVegas, Nevada | June 29, 2014 ZSRenews! And You Can Too!
- 7. Faculty Overdues: LookFamiliar?
- 8. Characteristics of FacultyLoans • Length is usually longer than any other patron group • Generous renewal policies • Library staff are attentive to faculty needs • Alerts to warn them of impending due dates • High or No upper limit to number of items borrowed
- 9. Faculty Overdues • Andyet, they happen.
- 10. Frustrations • What LibraryStaff hear from Faculty – “I have the book in my office” – “I still need it for research” – “Why don’t you trust me? I use the library all the time?” – “I never used to have to renew my books at XYZ institution.”
- 11. Frustrations • How librarystaff feel: – Faculty ignore renewal requests – Desire to block patron borrowing privileges – Politically fraught – Faculty feel a sense of entitlement
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- 13. How it works •For faculty that have more than 25 items out, whether or not they are all “overdue” • Library staff contacted through phone or email • Staff members go to the faculty member’s office at a pre-arranged time with a laptop and a barcode scanner to check in books and check them out again • Utilizes the university’s wireless
- 14. Publicity • We notifyfaculty of the service once their fines grow above $500. (Targeted) • We have put info on the library’s website about the service. (General) • Library’s newsletter (Marketing) • Word of mouth (Most effective)
- 15. Scalable? • Wake ForestUniversity is a mid-sized institution • 4800 undergraduates • 714 faculty on the Reynolda Campus (the one Z. Smith Reynolds Library serves) • Access Services staff in the library who manage ZSRenews? One (plus one student assistant)
- 16. Problem Solved Actual responsesfrom our satisfaction survey to faculty.
- 17. Questions? Contact: Mary Beth Lock (336)758-6140 lockmb@wfu.edu Director of Access Services Z. Smith Reynolds Library Wake Forest University Winston-Salem, NC
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- 20. Founded in1867 Over 6,300 students 43 undergraduate programs 23 master’s degree programs 1 doctoral program
- 21. Volumes Held(Print + Electronic) – 396,554 Electronic Books – 84,883 Laptops for Students – 18 Laptops for Staff/Faculty – 5 iPads for Students/Staff/Faculty - 7
- 33. Current Statistics (ALL) FollowersTotal Posts May 2014 Posts Facebook 46 339 25 Instagram 543 374 54 Twitter 517 1464 54 tumblr 48 323 19 Pinterest 112 220 4 Wordpress 47 392 10 Total 1,313 3,112 166
- 34. Jan FebMar Apr May Jun Jul Aug Sep Oct Nov Dec Total 2013 84 656 852 1,047 627 413 573 494 485 854 433 478 6,996 2014 584 485 473 327 483 178 2,530
- 35. promote ChesnuttLibrary, its holdings, events, and services and resources; establish Chesnutt Library as a major cultural resource for the Fayetteville State University and the Southeastern region of North Carolina; increase visibility and strengthen the public image of Charles W. Chesnutt Library; engage former, current, and potential users and donors; engage other institutions and collections; highlight collection holdings and exhibits; and serve as a public relations tool and be part of the overall Chesnutt Library marketing strategy.
- 36. Any contestsand special events at the library New books on display New library services New online databases subscribed Staff awards and recognitions Holidays and Library Closings FSU Authors Book List Special books list(MLK day, Women’s History Month, Poet Maya Angelou, etc.,
- 37. Laptops forStudents - 18 Laptops for Staff/Faculty - 5 iPads for Students, Staff and Faculty - 7 Chargers for laptops - 5 VGA Cables - 5 Ethernet Cables - 5
- 38. YEAR 2010-11 2011-122012-13 2013-14 Door Count 201,610 202,028 221,706 (+9.74%) 223,019 (+0.59%) Circ. Desk Statistics 17,233 17,711 19,686 (+11.1%) 20,192 (2.6%) Laptops Check-out 1,196 984 2,012 (+104%) 2,101 (+4.4%) iPads Check-out N/A N/A N/A 41
- 39. Social MediaGuidelines Monitoring Staffing Tech Savvy Library News Letter (Future plans)
- 40. If weused Web 2.0 tools thoughtfully in sharing information, are not simply the latest flashy trend, but can have a solid educational basis Our users are changing along with their information practices, and the time has come to bridge the information gap between library experimentation and established service Finally the use of Web 2.0 tools improve the library services and enhances student learning at the same time making connections with technologies that are already being used for research purposes and in daily life outside of the classroom
- 41. Contact: Velappan VelappanM.S., M.L.I.S., Head of Access Services Charles W. Chesnutt Library Fayetteville State University Email: vvelappa@uncfsu.edu Phone: 910-672-1236
- 42. Bethany Sewell & MeghanSooy College of New Jersey
- 59. Erica Hardy Agnes ScottCollege
- 60. Erica Hardy Agnes ScottCollege
- 61. Only accepted paymentsby cash or check at desk Constantly asked by students, parents and alumnae about credit card payments Received a 2012 Innovation Grant They funded 8 proposals from across campus. The committee liked this service’s enhancement to customer service.
- 62. Business and Financeoffice: link accepted credit card payments to a bank account. ITS: Is the Square Register’s wi-fi connection through the iPad secure enough for our network? External printer? Square supports many Star Micronics receipt printers. Decided against. Register supports emailing or texting receipts. This is simpler, in line with campus sustainability efforts and we can view receipts online if needed. Purchased a dedicated iPad, Square Reader and a stand
- 63. Separate accounts fordifferent categories of payment: Accounting Overdue Fines Library ITS Lost or damaged items Visitor printing Book cart sales PAW print cards Alumnae access fees Lost media equipment
- 64. 2.75% per swipefor Visa, MasterCard, Discover and AmEx. 3.5% + 15¢ for manually entered transactions. “When you price the items you sell, you are free to incorporate any costs incurred in your business operations. However, you cannot itemize Square’s transaction fee in order to pass this cost onto your customers.”
- 67. Payment categories inthe Register create room for human error Training is needed Account manager often has to double check the transactions Take payments over the phone Stands
- 68. Erica Hardy Agnes ScottCollege ehardy@agnesscott.edu
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- 70. Tim Hackman University ofMaryland
- 71. Late Night Servicesat the University of Maryland Libraries Timothy Hackman Head of Resource Sharing and Access Services thackman@umd.edu
- 72. UMD Libraries LateNight Services • McKeldin Library • 11pm-8am, Sunday-Thursday during Fall and Spring semesters • Extended Friday/Saturday hours during Finals • Campus ID required for entry • Police Auxiliary provides added security • 3.5 FTE staff ~160 student hours/week
- 73. Late Night Crisisof 2008
- 74. Expanding Late NightServices • 2012 – Expanded to all 7 floors – Began offering circulation, equipment loan, and reserve • 2013-2014 – Tech Desk opened overnight – Pulling books for holds and ILL – Open to USMAI patrons • Next?
- 75. 0 100 200 300 400 500 600 700 800 11PM 12AM 1AM2AM 3AM 4AM 5AM 6AM 7AM Late Night - Average Week Spring 2014 Sunday Monday Tuesday Wednesday Thursday
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- 77. Challenges • Safety &Security • Supervision • Communication • Training • Staffing • Weather • Maintenance and housekeeping
- 78. Mary Ann Venner Universityof North Texas
- 79. Moving Collections Offsite: Challenges and Opportunities MaryAnn Venner Head of Access Services University of North Texas Libraries
- 80. Motivating Factors Needfor individual study space Need for instruction rooms Need for collaborative group study space Strong focus on e-book purchases University Union closed for renovations
- 81. Project Overview Restackremote storage facility to shelve materials by size Created 30% more space Identify materials in the collection to move to remote storage Create lists of items to pull Process materials to move Shift remaining materials to create one floor for the general collection Run rapid updates to change locations Update stacks signage Communicate updates to patrons and staff Liaisons Website Facebook and Twitter pages
- 82. Books eligible formoving Items not checked out in 8 years and no in house use counts Items never checked out with item records created over 8 years ago and no in house use counts 185,000 items
- 83. Journals eligible formoving Volume years older than 2009 Titles available electronically 76,000 volumes
- 84. Challenges Timeframe Staffingresources Multiple players Access to materials What to do with available space Budget Questions from patrons
- 85. Opportunities Create moreactive learning spaces Group study rooms Instruction rooms Student Success Center Create better services for materials access Online holds Increased courier runs Expanded document delivery Faculty book delivery Identify cataloging errors Identify missing items Review non-circulating items
- 86. Contact Information Mary AnnVenner maryann.venner@unt.edu University of North Texas Libraries Denton, TX www.library.unt.edu
- 87.
- 88. How to ScanALL THE THINGS: Scan and Deliver at Yale Tom Bruno Associate Director for Resource Sharing and Reserves Yale University Library FEAST 2014 ALA Annual Conference
- 89. Phase One: DocumentDelivery • Launched September 4, 2012 • Initial participating libraries included Sterling Memorial Library, Center for Science and Social Science Information, Divinity Library, Medical Library, Yale Law Library • Added Library Shelving Facility (off-site storage), Music Library, Geology and Math Libraries in October 2012; Microforms in December 2012; Arts Library and Bass Library in Summer 2013 • Over 10,000,000 eligible items Venimus, scrutavimus, reddidimus “We came, we scanned, we delivered!”
- 90. How it works •Patron clicks Request Scan link in OPAC • Request passed from OPAC to ILLiad via OpenURL • Scan and Deliver requests filled within 2 business days (service guarantee) • All faculty, students, and staff eligible, as well as alumni with paid borrowing privileges • Up to 2 chapters/articles can be requested at a time
- 91. Year One Statistics •19,074 “born” Scan and Deliver requests in Yale FY13 (July ‘12-July ‘13) • 14,341 requests filled- 75% fill rate • Top reasons for unfilled requests include Copyright/Terms of Service Exceeded, Not On Shelf, and Lack Volume (for periodicals) • Patrons have option to resubmit Scan and Deliver requests via Interlibrary Loan
- 92. Constant Assessment= Perpetual Improvement •At launch we embedded a Qualtrics link into the email delivery notification • Commitment to keeping the link in permanently as ongoing assessment/continuous improvement • Great rapid response for service, quality control issues, user-driven enhancement requests (e.g., direct links to PDF, OCR)
- 93. I CAN HAZSATISFAKSHUN?
- 94. Phase Two: E-Reserves •In Spring 2013, Yale University implemented Ares as its new course reserves management system • Question: could we leverage Scan and Deliver to fulfill E- Reserves scanning requests? • Utilized Ares OpenURL functionality to push E- Reserves scanning requests out to Scan and Deliver service • When request was filled, Ares TN # embedded in the ILLiad request allowed for automatic upload back into Ares
- 95. The good, thebad and the ugly • Success! Scan and Deliver allowed us to process almost 2x the volume of E-Reserves in a fraction of the time using previous workflows • 50% of all E-Reserves scanning complete by 1st day of classes; all scans complete by Week 4 • Almost all extra scan requests came during the first few weeks of the semester, when little/no reliable student help was available
- 96. Year Two Statistics •29,242 “born” Scan and Deliver requests in Yale FY14 (July ‘13-July’14) • 20,301 requests filled- 70% fill rate • Addition of E-Reserves and eligible of high- volume circulation collections in Bass Library lead to increases in requests exceeding Copyright Limits/Terms of Service and items Not on Shelf
- 97. Phase Three: SpecialScanning • Yale’s Special Collections dealing with more and more patron requests for “quick and dirty” scans thanks to greater online discoverability • Digital Humanities faculty and librarians looking for cheaper, faster, non-vendor solution for “research digitization” projects • Could Scan and Deliver take on these special scanning requests?
- 98. Putting The DHinto the Digital Humanities • Spring 2014 Pilot for Research digitization projects • Preservation scanning “punch work” request for Arcadia Grant scans • Other “scan on demand” functions for other library departments- e.g., scanning old paper Privileges forms so the originals could be shredded • GOAL: Utilize the latent capacity in student scanning hours during the semester
- 99. The Curse ofthe Mummy, and other qualified failures… • Each project turned out to be a different kind of learning experience • Importance of developing reliable request and fulfillment infrastructure for special scanning requests (so nothing is lost because it goes outside the normal workflow) • We have the technological capacity to produce digital preservation-quality scans, but it requires much greater quality control- ideally built into the scanning process • Yes, there was an actual Mummy’s curse… DISCLAIMER: This may or may not have actually happened
- 100. Where do wego from here? • Formalizing the ability to push scanning requests from Special Collections to Scan and Deliver (and back again) • ILLiad-Aeon interoperability • What do we do with all of these scans? Questions about dark archives, normalizing metadata, and copyright • Addressing the Unfilleds- automatic routing to Rapid ILL, other suppliers if request cannot be filled via Scan and Deliver • Hoverboards???
- 101. Final Thoughts: TheSimpsons On Patron Expectations Agnes: And you, start over. I want everything in one bag. Pimple Faced Kid: Yes, ma'am! Agnes: But I don't want the bag to be heavy. Pimple Faced Kid: I don't think that's possible! Agnes: What are you, the possible police? Just do it! Simpson Safari, Season 12 Episode 17 (Airdate: April 1, 2001) Homer’s ILLiad (Beware of Greeks bearing PDFs)
- 102. TOTALLY. WORTH. IT. Ican't imagine how this service couldbe any better. It saved me several hours of work, and gratification was almost immediate. This is what we would call in French a real "aubaine."
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Editor's Notes
- #62 Prior to March 2013 Inspired by donuts?
- #63 registration with Square register app was included with purchase of reader
- #65 We do not itemize the fee, however we do pass the cost on to students. $5 print card becomes $5.14 charge. Offered at convenience of students. Haven’t had any complaints
- #66 No increase in the amount of fines paid overall
- #67 45% of fines and lost items were paid by credit card in the past year.
- #68 Categories- extra work for account manager- problematic with larger colleges who will have more transactions Phone- popular with alumnae with outstanding fines or those who are trying to quickly lift their registrar holds Stands- 2nd try (1st was an order from etsy, found it unstable for our purposes). Apple came out with our current stand which has a swiper built into the stand. We find it much easier to use than the square plug in.