© Copyright 2006 – Russ Bailey and Barbara Tierney ALA Midwinter Conference Information Commons Interest Group Jan. 21, 2006 San Antonio, TX Information Commons: Staffing Models & Staff Training © Copyright 2006 – Russ Bailey and Barbara Tierney

Univ. of N.C. at Charlotte J. Murrey Atkins Library Russ Bailey Library Director Providence College Barbara Tierney IC Desk Coordinator UNC Charlotte © Copyright 2006 – Russ Bailey and Barbara Tierney

Univ. of N.C. at Charlotte J.Murrey Atkins Library 16,555 undergrad. & 4,217 grad. students 942 full-time faculty 1 million vols. 14,000 periodical subscriptions (2/3 are electronic) 890,000 gate entries per year 159,000 annual circulation 30 librarians + 70 full-time staff $7.2 million annual budget © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney Univ. of N.C. at Charlotte J. Murrey Atkins Library Information Commons 1999 opening Integrated service model High-touch, face-to-face 290 computer workstations Offering combined access to productivity applications, Internet, & proprietary research databases © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney Univ. of N.C. at Charlotte J. Murrey Atkins Library Information Commons Staffing Model: Modified “Brandeis Model” Trained students and paraprofessional staff are used at all IC Desks to answer basic questions. Professional Reference Librarians schedule appointments with library users to offer in-depth research assistance; also spend some hours staffing IC Desks © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney Univ. of N.C. at Charlotte J. Murrey Atkins Library Information Commons IC Staffing By Desk Reference Desk 8 FT – Professional Librarians 2 PT - Temporary Librarians 2 FT - Paraprofessionals 1 PT - Graduate Student During late night hours when professional librarians are off-duty, Information Desk Library Assistants service the Reference Desk © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney Univ. of N.C. at Charlotte J. Murrey Atkins Library Information Commons IC Staffing By Desk Presentation Support Desk 1 FT - Library Assistant 1 PT - Library Assistant 10 PT - Student Temp Assistants Presentation Support Staff work interchangeably at Information Desk © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney Univ. of N.C. at Charlotte J. Murrey Atkins Library Information Commons IC Staffing By Desk Information Desk 1 PT - Professional Librarian Coordinator 2 FT - Library Assistants 8 PT - Student Temporary Assistants 3 PT - Library Staff Volunteers Staff work interchangeably at Presentation Support Desk © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney IC Staff Training: “Basic Competencies for Public Service Desk Staff” Level One---Generic Interpersonal skills Computer skills Knowledge of Atkins Library locations Knowledge of UNCC campus locations Knowledge of library policies Knowledge of “chain of command” for referral © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney IC Staff Training: “Basic Competencies for Public Service Staff” Level Two… Desk Specific Reference Desk Presentation Support Desk Information Desk © Copyright 2006 – Russ Bailey and Barbara Tierney

IC Staff Training: “Cross-Departmental Exchange” Goal: Integration of library services Keep lines of communication amongst library departments/desks open Assist interdepartmental cooperation and understanding © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney IC Staff Training: Cross-Departmental Exchange: Nuts & Bolts - Who, What, When Included IC service points & library units whose staff interacted daily with IC staff Representatives of 19 library units each held two 30-min. sessions in Aug.& Sept. Each session focused on: 1 - Overall purpose of unit 2 - Unit’s primary activities © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney IC Staff Training: Cross-Departmental Exchange: Nuts & Bolts - Procedural Details Calendar of sessions circulated to all library employees Each afternoon employees received an e-mail reminder for following day’s sessions Attendance voluntary; no reservations necessary At each service point, representatives described functions & activities of their unit & encouraged questions © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney IC Staff Training: Cross-Departmental Exchange: Nuts & Bolts - Sessions Often Showcase Technology Session on Assistive Technology provided a demo on voice-activated computer technology available to visually-impaired patrons Session on Video Production Services highlighted the unit’s video conferencing facilities & its role in distance learning   © Copyright 2006 – Russ Bailey and Barbara Tierney

© Copyright 2006 – Russ Bailey and Barbara Tierney IC Staff Training: Cross-Departmental Exchange: Nuts & Bolts – Showcasing Technology (continued) Session on Research Data Services displayed computer mapping projects Session on Presentation Support Desk highlighted equip. & services that help patrons prepare visual presentations & create documents Session on the Faculty Center for Teaching and e-Learning focused on Web-CT © Copyright 2006 – Russ Bailey and Barbara Tierney

IC Staff Training: Cross-Departmental Exchange Results Provided opportunities to: Describe new or expanded services Demonstrate new technology Explain unit’s policies & activities © Copyright 2006 – Russ Bailey and Barbara Tierney

Cross-Departmental Exchange Results (continued) IC public service desk employees said they would use their knowledge to provide accurate information and referrals to patrons Vehicle for interdepartmental communication © Copyright 2006 –Russ Bailey and Barbara Tierney

University of Arizona Library Information Commons

University of Arizona Library Information Commons 37,000 students 4,825,000 vols. 1,516,207 gate entries per year 732,000 annual circulation 61 librarians + 148 full-time support staff $23,708,000 annual budget © Copyright 2006 – Russ Bailey and Barbara Tierney

University of Arizona Library Information Commons 2002 opening High-touch, face-to-face Integrated service model 250 computer workstations Offering combined access to productivity applications, Internet, & proprietary research databases © Copyright 2006 – Russ Bailey and Barbara Tierney

University of Arizona Library IC Staff Training University of Arizona has implemented Web-based education/training modules in a well-articulated and effective manner - available at: http://dizzy.library.arizona.edu/library/teams/ust/ICTraining/online/index.htm http://www.library.arizona.edu/ic/infocommons-guides.html © Copyright 2006 – Russ Bailey and Barbara Tierney