Broadening Our Reach:

Collaborating for ImprovementACRL 2005, Minneapolis, MN

Nancy J. Burich, Frances A. Devlin,

Anne Marie Casey and Svetlana Vladimir Ivanitskaya

3. Technical Set-up

Appropriate equipment and software

Develop Web pages

Service link and brand

Technical support

University of Kansas LibrariesSteps to Expand HawkHelp LIVE

1. Partnership(s)

Agreement to collaborate

Timing and duration

Conditions/limitations

Renewal or termination

Contributions

2. Planning

Participants

Responsibility for:

Software

Training

Scheduling

Technical Support

Expansion of Service

Policies and Procedures:

Strategies for serving each other’s students

Authentication issues

Providing assistance using another institution’s electronic resources

Cross-training

Transferring calls

List of subject specialists for referrals

4. Training

Vendor software training

Train the trainers at each location:

Software

Document policies and procedures

Common databases

Troubleshooting

Ongoing training for all operators

Listserv for communication

5. Implementation & Marketing

Timing

Launch

Promotion

6. Assessment

Statistics

Exit survey

Modification cycle

Pre-Implementation Implementation and Post-implementation

HawkHelp LIVE is a program that connects students to librarians using an instant messaging service. Students can ask their questions online and co-browse web pages with library staff. With librarians’ help, students find information, receive guidance on researching topics and learn about the library services and collections. Kansas State University joined the University of Kansas’ program in Summer 2004 to form a cooperative online reference service. Emporia State and Wichita State Universities joined in Spring 2005.

HawkHelpphone – email - chat

HawkHelp web page showing options. HawkHelp LIVE web page user entry.

Central Michigan University LibrariesAnd College of Health Professions

Steps to Expand RRSA

Pre-Implementation

1. Partnerships

Identify six partner libraries for pilot study

Develop a group of interested libraries for future partnerships

2. Planning

Conduct pilot study

Redesign assessment based on pilot feedback

FundingApply for grants for seed moneySet subscription/licensing fees

Staff Hire Programmer, dependent on fundingHire student assistants, dependent on funding

Responsibility forProgrammingTrainingTechnical SupportExpansion

Policies and ProceduresCustomizationIn-House support

Implementation

3. Technical Set-upPurchase and set up server dedicated to RRSA

Customize new versions of RRSA to match the needs of each partner

4. TrainingInitial training for new partners

Develop training manuals for basic versions

Troubleshooting

5. Implementation and MarketingComplete pilot study

Customize RRSA versions for current partners

Launch

Promotion strategy

6. Assessment StrategyEvaluate reliability and validity of RRSA

Examine how RRSA influences important outcomes:

Enhanced motivation to get library instructionIncreased use of scholarly resources and library servicesCritical evaluation of documents from the general Internet (e.g., via Google or Yahoo).

The Research Readiness Self-Assessment (RRSA) tool measures the information literacy skills of students as well as their attitudes about research. It was developed by librarians and faculty members at Central Michigan University to assess information-seeking skills and attitudes based on the ACRL Information Literacy Competency Standards for Higher Education. The web-based tool is scheduled to be tested in spring 2005 by classes at Shenandoah University, Walden University, the University of Kansas, Springfield College and, in the summer of 2005, by the University of Calgary to determine its broader usefulness.

RRSA Control Panel RRSA individual assessment

A Checklist for the Expansion of Services: A Guide for Collaborative Partnerships

Initiating/DefiningProject Parameters

Goals and ObjectivesPartnership(s)

PlanningResponsibilities

Policies and Procedures

Organizing/StaffingResources

Technical IssuesEquipment and Software

CustomizationSupport Services

TrainingDocumentation

Ongoing TrainingTroubleshooting

Communication Mechanism

Executing and ImplementingTiming

Promotion Strategy

Project ReviewAssessment Strategy

Record keepingInformation Gathering

Evaluation Change Cycle