Informed_desk_staffing_through_quantified_refe3
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Transcript of Informed_desk_staffing_through_quantified_refe3
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Informed Desk Staffing with Quantified Reference StatisticsUsing Electronic Data Collection to Re-Envision Reference Services at the USF Tampa Libraries
ALA 2011 Annual Conference PresentationRUSA MARS Top TrendsJune 25, 2011
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Lily Todorinova, University of South FloridaAndy Huse, University of South FloridaBarbara Lewis, University of South FloridaMatt Torrence, University of South Florida
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University of South Florida
Campuses: Tampa, St. Petersburg, Sarasota, LakelandStudent Population: (Tampa): approx. 40,000Profile: Urban, Undergraduate, High Research Activity
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The Libraries
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Re-Envisioning Public Services
• Context for the project: 2010, Inter-departmental
• History of the Learning Commons
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Assessment
• Tally sheets and/or "clickers"o Sample days throughout the semester
• Experimentation & anecdotal information• Aeon• Desktracker
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Recommendations
• Single-staffing librarians with GAs at peak times only• Instituting a referral system between GAs (or
paraprofessionals) and librarians, when desk is single-staffed
• Instituting better referral between other departments and units (Special & Digital Collections, as well as Circulation, the Writing Center, and Tutoring and Learning)
• Eliminating night hours and reducing weekends• Increasing reliance on virtual reference
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Virtual Reference: The Solution
• Started with email in 1999• Moved to, from, and back to collaborative services
o TBLC Statewide• Chat and text services
o Supplement, or replacement?• The future...?
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Management Decision-making
• Decision-making literature• Structured interviews
o Past, present, & future data collections What? How? Why?
o Decision-making process What types of decisions? How was it done? How do you want to do it? What type of data do you need?
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Results in Special Collections• The old backup desk model (staff/students with faculty
backup) had problems: two scheduled for each hour, duplication, no benefit to patrons.
• Aeon and Desk Tracker provide important data: Similar ratio (9:1) of basic informational questions to actual reference queries. Majority of patrons required "retrievals," not "consultations.”
• New desk model, relatively small cadre of two staff and two students. Advantages: Frees faculty for other duties, a stable lineup of well-trained desk staff, eases schedule creation.
• Statistics determined cuts in hours. • Small department, fast implementation.
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Results in Academic Services
• Changes in daily schedulingo Down to one librarian/GA for slower timeso Modifications to evening coverage (TBLC chat help)o On-call hours
• Changes to weekend schedulingo Librarian shift moved to Sunday evenings (4-8pm)o Email and chat coverage on Saturdays
• Increased focus on consultationso Workshopso Research Rescueo Individual sessions
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Conclusions and the Future
• Knowledge Tracker• Systematized referral process• Cross-informational training between service points