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Integrating the Public Services Desk - A Piece of
Cake?
Jill Powell, Zsuzsa Koltay, Mary Patterson, and Linda Bryan
Overview – Zsuzsa Koltay Managing Transition: the People Side of Change
– Linda Bryan Vision of Roles – Mary Patterson Cross Training and Scheduling – Jill Powell
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Before Access Service Desk
8 a.m. – 2 a.m. Students and access services
supervisors Reference Desk
55 hrs/wk Staffed by not quite 3 FTE
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Motivation for change
Make time for outreach (Duffield timing a given)
More flexible staffing One stop shopping Triage questions even at 1 a.m.
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Opportunity
Renovation – mixed blessing Chance for “right” results New beginnings in beautiful new space BUT made project harder because
construction schedule drove everything Integrated 25 new computers and 2 group
study rooms into first floor – lots of changes at the same time
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Change process
Phase One – Spring and Summer 2004 Conceptualize goals Identify core competencies Start cross-training Design service desk
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Change process
Phase Two – Fall 2004 – renovation work Desks moved next to each other Separate operations Hands-on training Team building Identify issues to work through
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Change process
Phase Three – Spring 2005 – in new space Install new desk Start new service model and schedule Monitor effectiveness and emerging
issues
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Tiered staffing model
First responder: student up front Shift supervisor: access services or
reference staff – at second tier desk On call: reference or access services
staff with complimentary specialty
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Management lessons
Team building takes time Organization development help is invaluable Skill building for communication, common
problem solving Communication and reinforcement of goals
helpful Logistical disagreements or conflicting
visions? In an ideal world: no phase two
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Managing Transitions:The People Side of Change
Managing Transitions:The People Side of Change
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Transition Process
• Shift that emerges from a process
• Follows internal clock of the heart and spirit
Requires:• New attitudes
/identities
• New understanding
• New values
• Needs to be nurtured
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Team Transition Issues
Policies & Procedures Decision Making Behavioral
Standards/Expectations
Priorities Work Schedules Training Roles
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Blending Two Cultures
Circulation: rules based Reference:
communication/interview based Demands different for daytime,
nighttime: staffing limits
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Adapting To Many Changes
Physical Learning curve Reaching out to each other: recognizing
"I don't know, but she does" New and broader job performance
expectations
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Issues To Work Through
People: student training and oversight Programs available on this computer
vs. that computer Integrated service desk set-up: where
are the pencils? Deciding when: calling on the 3rd tier;
handing off questions
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Cross Training Goal to train all desk staff basic
competencies in reference, circulation, and computing.
Extend basic reference service to all hours the library is open.
How to accomplish? How to find the time? How to assess?
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Establish Competencies
Joanne to coordinate Circulation training
Jill to coordinate Reference training Aaron to coordinate Computer
training Create training materials; post on
web
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Cross Training
Distribute workload to all Engineering Library Desk staff team members
Training buddies Buddies ensure accountability Blackboard used to maintain
training materials
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Circulation Cross Training
Basic Circulation Transactions Patron Records and Blocks Recalls and Holds Reserves and Billing Records Renewals and Item Records
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Reference Cross Training Reference Basics (interview, online
help, reference collection) Library Online Catalog (how to read a
citation, LCSH, Find Articles/Databases/Ejournals, ILL)
Engineering Short List of Databases (1) Engineering Short List of Databases (2)
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Blackboard
Each trainer would prepare a descriptive teaching document as well as a test. These would be sent out once a week via email as homework.
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Integrated Desk Scheduling
Integrated Services Desk CoordinatorDuffield, Chat shifts; committee meetings
Before Staffed separate reference desk 55 hrs/week Included evening hours
After Reference staff the combined desk, Duffield,
and Chat 37 hrs/week Night reference specialist shifted to daytime
hours and all 4 reference staff participate in Duffield service.
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Advantages
Increased job responsibilities and skills Being more fully involved in more library
functions can lead to job enrichment. Flexibility to achieve more outreach. Can intercede when overheard circulation
question turns into a reference question. Circulation staff gain more off-desk time.
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Challenges Increased outreach (instruction
classes, training, meetings, Duffield, Chat shifts) has impacted scheduling
Less time to do email, project work while at the front desk
Cross training still ongoing.
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