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Integrated Services – Bringing the Philosophy to Reality Yvonne Anderson Red Deer College
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Transcript of Integrated servicesphilosophy
Integrated Services – Bringing the Philosophy to Reality
Yvonne Anderson
Red Deer College
The Dream: Integrated Services
• 2 service points
• 3 service roles
Red Deer, Alberta 3,800 FLE Students “new” Library completed 2002 Wednesday
About Red Deer College (Library)
Our Setup, Our People ...
History of the Philosophy ...
• Learning always encouraged• Creatively bridge a physical gap• Spring 2008 = staff workshops• Original plan = promoting the Philosophy
WWYLD?
• Can be a success• Good training essential• Increases confidence• Concern about a task’s “status”• Way to use limited space• “One-stop shopping”
Our Influences ...
Flanagan & Horowitz (2000): MIT combined Circulation & Reference
• Where do I go?• “Working together makes all staff smarter”
(pg. 330) • They should know = we should know• Ideal: “well-executed ‘hand-off’” (pg. 332)
Oh, for a retreat ...
Then what happened? Not much.
• “Encouraged” all staff to “cross-train”– Little incentive– Subverted by other priorities– Where’s the $$?
• Evening & weekend staff “sort of” did it
• Lack of structure & training
The Reality: Trying it again ... Spring 2010
“One Service Desk” Pilot
• One desk/2 staff: Evenings & Saturday May/June
• One desk ONLY: July/August
• Part-time staff participating
Our Whys
• Workload• Job enrichment• Customer service• Saving $$
The Rollout ...
• Publicity from Chair• Staff meetings Circulation• Part-time staff interviews!
Interview insights ...
• What does “One Desk” mean to you?
• How do you feel?
• Worries?
What do you need?
Oops. We didn’t think about that.
• Assessment• Logistics• Clear, scheduled training in advance
Training Tools
• Training LibGuide• Wiki• Chatalogue
Wait, see, tweak ...
• Challenges:– Catalogue & Circulation down
during training– Consistent support from
supervisors– Buy-in from staff– Patrons?– Assessment/feedback– Training!!
Thank you! Stay tuned ...
Yvonne AndersonLibrarian | Learning CommonsRed Deer College | 100 College Blvd | Red Deer | AB | T4N 5H5work 403.356.4855 | fax 403.346.8500 | [email protected] library.rdc.ab.ca | when you get here you understand
References
Flanagan, P., & Horowitz, L.R. Exploring new service models: Can
consolidating public service points improve response to customer
needs? (2000). Journal of Academic Librarianship, 26(5). doi:
doi:10.1016/S0099-1333(00)00139-7
Naismith, R. Combining circulation and reference functions at one desk.
(2004). Journal of Access Services, 2(3), 15-20. doi:
10.1300/J204v02n03_02
Powell, J., Bryan, L., Michelson-Thiery, M., Koltay, Z., & Patterson, M.
Integrating an engineering library's public services desk: Multiple
perspectives. (2007). Issues in Science and Technology
Librarianship. Retrieved from http://www.istl.org/07-winter/article2.html
