The Public Side of
Technical Services
Becky Yoose
Bibliographic Systems Librarian
Miami University
Oxford, OH
ALAO 2010
Statistics
Error reporting
Gifts
Acquisitions
Reports
Electronic Resource Access
Record codes
Serials
cancellations
Collec...
How do we turn
this…
… into this?
“The J-Box 2” by jelaga,
http://www.sxc.hu/photo/11159
92
Questions…
“Day 123 – Thinking Cat,” by MissTessmacher,
http://www.flickr.com/photos/bassclarinetist/4576439746/
Audience
“standing watch,” by amanky,
http://www.flickr.com/photos/amanky/21541068/
Content
“Pile of cat toys,” bypluckytree,
http://www.flickr.com/photos/pluckytree/2373044460/
“don’t worry, i’m from tech support,” by the boy on the bike, http://www.flickr.com/photos/buro9/298998542/
“Gata hecho en mexico,” by Carbon Arc,
http://www.flickr.com/photos/41002268@N03/3821896163/
Thank you!
Questions?
Becky Yoose
yoosebj@muohio.edu
Twitter: yo_bj“Sprocket the Box Cat 2,” by steve caddy,
http://www.fl...
Handout information
• Resources
– Wang, Jianrong, and Vera Gao. “Technical services on the net: where are we now? A
compar...
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
The public side of technical services
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The public side of technical services

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Presented at ALAO, October 29, 2010.

Program Description: Separated by principle or physically from the public side of the library can prove challenging for Technical Services departments in communication and interaction between the department and the rest of the library staff and patrons. How can Technical Services departments overcome these disconnects? This presentation will survey the different online efforts by several TS departments to facilitate communication with other library departments and beyond, including Miami University’s Technical Services LibGuides page.

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  • Examples of “public” websites from various TS departments (including our own) to help facilitate communication between TS and the rest of the world, be it library staff or patrons.
  • Black box description of TS – we can appear as such to those who are not working in TS regularly. Why?
    -Principle: many library org structures have clear division between PS and TS; specialists in each area
    -Physical: even with dwindling physical item purchases, we still require a good chunk of space. B/c of this, we get put in our own corner or are separated from the rest of the library
    TS acquires, organizes, creates access to information so that PS can use to serve patrons. If PS doesn’t know what’s going on in TS, or if there is misinformation, then quality of service suffers.
    Examples:
    *Database goes down, but desk person doesn’t know who to contact. Delay in contacting vendor rep and getting db back up running
    *Gift policy changes in TS, but changes are not communicated to PS. Confusion ensues.
  • Self explanatory slide.
  • Couple of ways:
    *Cross training: not practical given current lib structure for many medium/large libraries, but does happen in smaller libs and other places
    *Public website: Why public website and not a big binder of stuff plopped down at the reference desk?
    **Unlike the binder, anyone with a computer and internet access can access it
    **Websites are easy to build, and in several cases, easy to maintain
    ***Ex. Piggy-back on existing lib website
  • Before you run off to create a public presence, though, there are some questions you have to ask during the planning process. These questions can be applied to planning most websites.
  • What will your audience be?
    Library staff or patrons? Difference in purpose of site between the two audiences.
    Example – library jargon
    Audience also shapes….
  • Dependent on audience
    Post policies? Codes? News?
    Codes for patron focused site doesn’t make sense!
  • Neglected part of the planning process: Maintenance!
    Two types:
    *Software-
    **what platform to run (piggyback on existing lib site, local v. remote host, blogs, wikis, cms, oh my!)
    **Do you have the resources to run the site?
    **Does your staff have the technical skills to keep up the site?
    *Content-
    **Content manager keeps information up to date
  • Examples (and many many more) from TS entry in liswiki - http://liswiki.org/wiki/Technical_services
    Extranet (public intranet)
    Library staff and certain patrons (metadata consulting!)
  • Explanation of different functions, what TS is
    Also includes: Who’s who list, 1 manual
  • Example of explaining what TS dept does. Note the video about Approval plans.
  • News via newsletters/blogs keeps everyone up to date on current happenings in the department. Also a good venue of reminding people of existing policies or services.
  • Electronic forms allow a streamlined communication stream to TS so that requests can be dealt with in a timely matter
  • TS Department loss of staff, reorganization, redistribution of duties
    Confused library staff as to who to contact. Also, ER communication was all over the place (5 emails of the same outage).
    Clearly needed stable line of communication between us and lib staff (EMAIL DOESN’T COUNT)
    Drafted drupal beta in late 2009
    Library acquired LibGuides for subject guides. Given permission to work up a beta on LibGuides…
  • …. And here you go.
    Home page for our TS front page.
    Er news/trials/ts news are being pulled from remotely-hosted wp site. Posts are assigned categories, and then pull the RSS feeds for those categories into LG.
  • More feeds on home page
  • Organized by topic, not by person. Topics from common questions we receive.
    Primary/Secondary contacts – make sure that all bases are covered.
  • Google docs powered form. Spreadsheets allow you to create forms, which google gives you the HTML code to cut and paste. Once the person fills out the form…
  • … this is the output. Not only streamlines and standardizes reporting process, but also provides documentation that is not solely existing in the ER Librarian’s inbox.
  • Second spreadsheet embedded into LG page to notify staff of known problems and resolutions.
  • Ebooks information, since we just started PDA pilot and people had questions about ordering ebooks through YBP
  • Spreadsheets being hosted on Google Docs
    Stats from Spring 2010 to now:
    ER form – 46
    Reports form – 19
    Page views a bit tricky due to people going in, grabbing rss feeds and inserting them into their own reader.
  • Get rid of that (black) box!
  • The public side of technical services

    1. 1. The Public Side of Technical Services Becky Yoose Bibliographic Systems Librarian Miami University Oxford, OH ALAO 2010
    2. 2. Statistics Error reporting Gifts Acquisitions Reports Electronic Resource Access Record codes Serials cancellations Collection Projects Local fields Policies Procedures Personnel Theses Dissertations “The J-Box 1” by jelaga, http://www.sxc.hu/photo/11159
    3. 3. How do we turn this…
    4. 4. … into this? “The J-Box 2” by jelaga, http://www.sxc.hu/photo/11159 92
    5. 5. Questions… “Day 123 – Thinking Cat,” by MissTessmacher, http://www.flickr.com/photos/bassclarinetist/4576439746/
    6. 6. Audience “standing watch,” by amanky, http://www.flickr.com/photos/amanky/21541068/
    7. 7. Content “Pile of cat toys,” bypluckytree, http://www.flickr.com/photos/pluckytree/2373044460/
    8. 8. “don’t worry, i’m from tech support,” by the boy on the bike, http://www.flickr.com/photos/buro9/298998542/
    9. 9. “Gata hecho en mexico,” by Carbon Arc, http://www.flickr.com/photos/41002268@N03/3821896163/
    10. 10. Thank you! Questions? Becky Yoose yoosebj@muohio.edu Twitter: yo_bj“Sprocket the Box Cat 2,” by steve caddy, http://www.flickr.com/photos/stevecaddy/1812265762/
    11. 11. Handout information • Resources – Wang, Jianrong, and Vera Gao. “Technical services on the net: where are we now? A comparative study of sixty web sites of academic libraries.” Journal of Academic Librarianship 30, no. 3 (May 2004): 218 - 221. – List of public Technical Services Websites (including examples shown in presentation): http://liswiki.org/wiki/Technical_services • If your department has a web site and it is not listed, please add it to the list!  </public service announcement> – TS Front Page for library staff (Miami University): http://libguides.lib.muohio.edu/ts • Tools for TS Front Page – Libguides: http://libguides.com/ – Wordpress (hosted blog): https://wordpress.com/ – Google docs (spreadsheets and forms): https://docs.google.com/ • Criteria – What is the purpose of your site? – Who will be the audience? – What will your site have for content? – What will the site maintenance look like? Content maintenance?

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