Describes an assessment project that led to significant changes in the layout of the Information Commons at Santa Clara University

1. Rethinking the
Information
Commons
Joanne Br i t ton, Ci r culat ion and Reference Manager
Helene Laf rance , Head of Ins t ruc t ion, Resear ch, and Out reach
Santa Clara Uni ver s i t y

2. 2008

6. Information Commons
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
Services staff

8. 2013
 Problems with the layout of the Information
Commons
 Changes in students’ expectations and needs
Opportunity to assess services and resources
and implement changes

9. What we want to
do today…
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

10. Virtual Tour of the
Information Commons
What do you notice?
What are your first reactions?

14. Photo of the computer area

19. Students’ Expectations:
What has changed in 5 years?

20. How Did We Begin?
Appointment of a task force
◦ Charge
◦ Members
Launched a six-month long assessment project
Needed input and solid data to make a case for a renovation
project

21. 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

22. 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

23. 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?
Comments
11questions, 2 open ended

24. What did we learn from the
campus survey?

25. 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%

26. About Services
Our users are very confused about the purpose of the four
service desks located in the Information Commons.

27. Greeter Desk
54% of our users never use the Greeter Desk

28. 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

29. Circulation Desk
Users don’t understand the difference between the Circulation Desk and the Library
Help Desk (part of the big Start Here Desk)

30. About Services
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

31. About Space
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.

32. Two areas of the Information Commons are under utilized, the
viewing stations area and the shelved reference collection.

33. About Equipment
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%)

34. Any Surprises?

35. Recommendations (Services)
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
currently is
Create a space for a satellite of the Hub Writing Center

36. Recommendations (Space)
 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

37. Recommendations (Equipment)
◦ 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

38. Recommendations (ADA)
 Add ADA door buttons for restrooms, multimedia lab, and a few
collaborative rooms
 Add wheelchair accessible Smart Print release station

39. Need for Marketing
Self check-out machines
Wayfinder
Viewing stations
Research assistance service
Media services hours and
location

40. What happened next?
Recommendations accepted
Architects hired to design a new layout for the Information
Commons
University Librarian and CIO looked for money and found some
Estimated cost: $140,000

41. Implementation
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
desk
 Project completion expected in summer 2015

43. 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
to do

44. What we learned
We need to change the way we name library services and
resources
Change impacts staff (weeding project)
Communication is essential
Implementation can be delayed and plans may have to change.
Nothing is set in stone.

45. Questions?