Off the Desk: Integrated Service Models in the Learning Commons Jennifer Church-Duran, Frances Devlin, and Erin Ellis University of Kansas Reference Renaissance Conference August 8-10, 2010 Jennifer Church-Duran, Frances Devlin, and Erin Ellis University of Kansas Reference Renaissance Conference August 8-10, 2010

University of Kansas 30,000 student enrollment 2,500 faculty 7 Libraries on Lawrence campus 30,000 student enrollment 2,500 faculty 7 Libraries on Lawrence campus

“Space—whether physical or virtual— can have an impact on learning. It can bring people together; it can encourage exploration, collaboration, and discussion. Or, space can carry an unspoken message of silence and disconnectedness.” -- Diane Oblinger (Learning Spaces – Educause) “Space—whether physical or virtual— can have an impact on learning. It can bring people together; it can encourage exploration, collaboration, and discussion. Or, space can carry an unspoken message of silence and disconnectedness.” -- Diane Oblinger (Learning Spaces – Educause)

Creating environments to “sustain students through the complex cycles of study, reflection, absorption, academic socializing and creativity and productivity.” (Crit Stewart) Where we are headed…

Synergistic Collaborations KU Libraries –Research and Instructional Support –Technology Training –Access Services Student Success –KU Info –KU Writing Center –AAAC (tutoring) & Advising –Career Center IT –Technology help and training KU Libraries –Research and Instructional Support –Technology Training –Access Services Student Success –KU Info –KU Writing Center –AAAC (tutoring) & Advising –Career Center IT –Technology help and training

support the University's strategic goal of being a learner-centered and research-intensive institution Learning oriented: Support academic engagement through informal learning spaces that are comfortable, open, flexible, and inviting. Learner centered: Focuses on student needs, preferences and work patterns that removes barriers to learning and facilitates student success. –Create zoned neighborhoods for different needs Individual/quiet study spaces Individual and group workstation spaces Group study and presentation spaces support the University's strategic goal of being a learner-centered and research-intensive institution Learning oriented: Support academic engagement through informal learning spaces that are comfortable, open, flexible, and inviting. Learner centered: Focuses on student needs, preferences and work patterns that removes barriers to learning and facilitates student success. –Create zoned neighborhoods for different needs Individual/quiet study spaces Individual and group workstation spaces Group study and presentation spaces The Learning Studio: Guiding Principles

Flexible: Responsive to the changing needs of learners for resources and support in an open, inviting, comfortable setting. Collaborative: Based on collaboration between or integration of different learning support areas in the university. Community building: Provides a social gathering place for students, GTAs, faculty and staff and common point for information, technology and student services. Modeled after the University of Colorado, Boulder Flexible: Responsive to the changing needs of learners for resources and support in an open, inviting, comfortable setting. Collaborative: Based on collaboration between or integration of different learning support areas in the university. Community building: Provides a social gathering place for students, GTAs, faculty and staff and common point for information, technology and student services. Modeled after the University of Colorado, Boulder The Learning Studio: Guiding Principles

Service Points

Merged Services

Diverse Points of Contact Blended service point for information, technology, quick reference, on-call appointments/referrals & “answering all things KU” Greet you at the door! Concierge service –Shared core customer service competencies across partners –well trained in question-handling and making referrals –“first contact resolution” – reduce anxiety & frustration Blended service point for information, technology, quick reference, on-call appointments/referrals & “answering all things KU” Greet you at the door! Concierge service –Shared core customer service competencies across partners –well trained in question-handling and making referrals –“first contact resolution” – reduce anxiety & frustration

Diverse Points of Contact Connections to other student services (writing, tutoring, advising) Drop-in research consultation Interactive point-of-need service to remote users (IM, text, more?) One-on-one research help sessions by appointment Assignment and course integrated research skills Guides and tutorials Connections to other student services (writing, tutoring, advising) Drop-in research consultation Interactive point-of-need service to remote users (IM, text, more?) One-on-one research help sessions by appointment Assignment and course integrated research skills Guides and tutorials

Online Self-Service In-Building KiosksIn-Building Kiosks –KU Info KU InfoKU Info –KU Writing Center KU Writing CenterKU Writing Center –KU Tutoring Services KU Tutoring ServicesKU Tutoring Services –Ask a Librarian Ask a LibrarianAsk a Librarian –Advising Advising –University Career Center University Career CenterUniversity Career Center KnowledgebasesKnowledgebases –KU Info KU InfoKU Info –KU IT Knowledge base KU IT Knowledge baseKU IT Knowledge base –Libguides & Tutorials Libguides & TutorialsLibguides & Tutorials In-Building KiosksIn-Building Kiosks –KU Info KU InfoKU Info –KU Writing Center KU Writing CenterKU Writing Center –KU Tutoring Services KU Tutoring ServicesKU Tutoring Services –Ask a Librarian Ask a LibrarianAsk a Librarian –Advising Advising –University Career Center University Career CenterUniversity Career Center KnowledgebasesKnowledgebases –KU Info KU InfoKU Info –KU IT Knowledge base KU IT Knowledge baseKU IT Knowledge base –Libguides & Tutorials Libguides & TutorialsLibguides & Tutorials

KU Info- Knowledgebase

KU IT Knowledgebase

In-Person Service: Merging Organizational Cultures Hiring open and motivated people with a track record in customer service Shared training and customer service principles Empower students to find solutions – reward effort Sustain the students on the front line through a culture of support and mentoring Hiring open and motivated people with a track record in customer service Shared training and customer service principles Empower students to find solutions – reward effort Sustain the students on the front line through a culture of support and mentoring

Rapid Reference & Research Referral Info Desk set up to answer quick reference questions Research consultation office nearby for referrals In-depth consultation with librarian Info Desk set up to answer quick reference questions Research consultation office nearby for referrals In-depth consultation with librarian

Research Consultations Extension of info desk service Removal of the “desk” in the research process can lead to a more positive experience for the user… Complements the Information Literacy Program Extension of info desk service Removal of the “desk” in the research process can lead to a more positive experience for the user… Complements the Information Literacy Program

“Student to Scholar: Supporting Students Through the Research and Writing Process” Research and writing – a natural connection Conversation – goals and purposes Cross-training for consistency Ensure appropriate referrals Research and writing – a natural connection Conversation – goals and purposes Cross-training for consistency Ensure appropriate referrals

“Student to Scholar: Supporting Students Through the Research and Writing Process” Three fall workshops for librarians (one-two planned for spring 2011) One workshop for Writing Center staff/peer consultants Co-revising citation help pages Co-sponsored programming Three fall workshops for librarians (one-two planned for spring 2011) One workshop for Writing Center staff/peer consultants Co-revising citation help pages Co-sponsored programming

What’s Next? In Phase I of Learning Studio Fund-raising for Phase II Assessment Tie success to student retention In Phase I of Learning Studio Fund-raising for Phase II Assessment Tie success to student retention

Contact Information Jennifer Frances Devlin Erin University of Kansas, Lawrence, KS