The document discusses how Providence College Library retooled its high-touch services for tech-savvy users by transforming into an information and learning commons. Key changes included renovating spaces, increasing technology, and integrating services from across campus. Staff training on the new technologies and spaces was challenging but ongoing. Metrics are being used to improve services and the commons has been successful, receiving positive feedback, though further improvements are continual.

1. The Library+ Commons @PC
@PC:
Retooling High--Touch Services
for High-Tech Users in Academic
Tech
Libraries
Beatrice R. Pulliam
Providence College
CCALD presentation
Univ. of Bridgeport
6 February 2009
bpulliam@providence.edu

2. who we are: institution
• private, liberal arts Catholic
institution founded in 1917
• primarily undergraduate
• >5000 students
• 49 major areas of study
• 9 graduate programs

3. who we are: library+ commons
• 350,000 plus volumes (~ 6M through
consortium)
• 115 public desktop computers and laptops
• one of the first wireless hotspots on campus
• open avg. 106 hours per week
• staff: 24 FT (9 librarians), 8 PT, ~20 students

4. commons definitions
• information commons – creation of physical space(s) within
library offering suite of technology resources and
integrated services
• computer lab like (workstations, printing, scanning,
etc.)
• one service point (information desk)
• learning commons – information commons plus more
‘varied and adjustable collaborative workspaces’, and
services that are traditionally provided outside the library
• writing and advising services
• faculty development
• campus community activities
(Source: Transforming Library Service Through
Information Commons D. Russell Bailey and Barbara
Commons:
Tierney)

5. the library+ commons @ PC
• integrated, technology
technology-rich services
• one-stop shopping
• academic and social
• collaborative learning spaces
• Digital Commons – PC’s digital repository

6. renovations….it’s been a long
road
•multistage process that began in 2000
multistage
•Phase 1 – 1st floor (now Lower
Commons) (completed in 2004)
)
•Phase 2 – 2nd floor (now Upper
Commons) began May 2008
•Future - Phase 3

7. the library+ commons @ PC
• lower commons
• Circulation Desk w/Self Checkout station
• Information Station
• Creation Station and Digital Services Lab
• ~ 40 computer workstations, scanners
• Group study rooms
• Quiet study areas
• Presentation Rehearsal room

8. the library+ commons @ PC
• upper commons
• InTeLeR Desk (Interactive, Teaching,
Learning and Research)
• increased seating by 30%
• ~30 individual study carrels forming a
quiet zone around periphery of library
• 20 high-end computing workstations
end
and faster printing
• ‘Living Rooms’

9. upper commons (cont.)
pper
• Modified compact shelving (to
accommodate growth of collection)
• Easier access to Office of Academic
Services (OAS), Writing and Tutoring
services
• Electronic Classroom and new OAS
seminar classroom

10. the library+ commons @ PC
• lower level commons
• formally known as the ‘ugly’ floor
• undergoing a ‘psychological’
renovation
• smaller ‘living room’ and colorful artwork
on walls
• new computers and access to microfilm
readers and scanners
• Group study tables
• Gourmet coffee machine

11. student reaction to renovation

12. retooling services
•internal communication
internal
•consistency in rebranding
consistency
• PC commons
•equipment purchases and creative use of
equipment
space
• technology
• ‘living rooms’, individual study carrels
and places for individual reflection
•external communication
external

13. retooling services
•internal communication
internal
•consistency in rebranding
consistency
• PC commons
•equipment purchases and creative use of
equipment
space
• technology
• ‘living rooms’, individual study carrels
and places for individual reflection
•external communication and outreach
external

14. retooling services
etooling
• use of social tools
• encore catalog
• libguides
• traditional instruction
• tiered research assistance
• self-service (self checkout system)

15. our library commons in pictures

16. InTeLeR* Desk – architect’s rendering
*Interactive, Teaching, Learning and Research desk
designed by D. Russell Bailey, Library Director, Phillips Memorial Library

17. one stop (service) shopping
• LCA Is,, SCAs at Circulation Desk
• RLs, LCLs, and SCAs at Ref and Research Desk
• LCA IIs at InTeLeR desk

18. times-are-a
a-changin’
• ‘information is social’
• library systems shifting from ‘documents to
ibrary
conversations’
• user centric and user control
• ‘participatory librarianship’
(Source: R. David Lankes’ IFLA Satellite Conference, Boston,
2008: http://quartz.syr.edu/rdlankes/blog/?p=523 )

19. our library commons in pictures (cont..)

20. our library commons in pictures (cont..)

21. upper commons pics

22. upper commons pics

23. upper commons pics

24. self checkout in lower
commons

25. training in the commons
•staff – slower transition
• varied skill sets = steep learning curve
•students – faster transition
• ‘digital natives’

26. tips for cross training and motivating staff
•staff as active partners in training (Google Docs)
staff
•training should be ongoing
training
•make training fun - ‘sandbox’ time
•external communication
•teach staff to expect and embrace change .
teach
be “change ready”
•develop technical competencies
develop
•Sara Houghton-Jan’s technology competencies
Jan’s
and training report for Library (available from ALA
Techsource)

27. more library commons photos
@PC
• http://www.flickr.com/photos/pclibrarycom
mons/sets/72157605193341600/

28. the library gets ‘mobbed’
• http://www.youtube.com/watch?v=ruEMaD
ZWRcs
• ‘flash mob’ break during Fall 2008 final
exam week at UNC Chapel Hill

29. metrics (what we gather)
• laptop checkouts
• access services transaction stats
• information station stats
• headcounts

30. metrics (to do)
• look for relationships between individual
stats
• use analysis to improve service
• focus groups
• share results with patrons (visualization)
• Aaron Schmidt’s ILS visualization of Circ
data: http://www.walkingpaper.org/1123

31. the take away
• our incremental transition has been
successful but not without
challenges
• impact of the double monitors has
revitalized our reference and research
desk
• positive feedback from students
• staff want more training!
• development of technical competencies
in process

32. go forth, begin the conversation
and integrate your services...

33. come visit us...
Beatrice R. Pulliam
Library Commons Librarian for Technology and Access
Phillips Memorial Library
Providence College
bpulliam@providence.edu
presentation: http://www.slideshare.net/bpulliam