6/30/2015May 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

6/30/2015May 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

6/30/2015May Motivation for change Make time for outreach (Duffield timing a given) More flexible staffing One stop shopping Triage questions even at 1 a.m.

6/30/2015May 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

6/30/2015May Change process Phase One – Spring and Summer 2004 Conceptualize goals Identify core competencies Start cross-training Design service desk

6/30/2015May 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

6/30/2015May Change process Phase Three – Spring 2005 – in new space Install new desk Start new service model and schedule Monitor effectiveness and emerging issues

6/30/2015May Desk Transitions Stages 2 and 3

6/30/2015May Working groups Goals and definitions Process Vision of roles Cross training

6/30/2015May 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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6/30/2015May 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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6/30/2015May Managing Transitions: The People Side of Change Managing Transitions: The People Side of Change

6/30/2015May Signs Of Transition: GRASS Guilt Resentment Anxiety Self-absorption Stress

6/30/2015May 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

6/30/2015May Team Transition Issues Policies & Procedures Decision Making Behavioral Standards/Expectations Priorities Work Schedules Training Roles

6/30/2015May Vision of Roles Development of a 3 tier system Expanded job expectations

6/30/2015May Desk Transitions Stages 2 and 3

6/30/2015May Integrated Desk Tier 1 Tier 2 Tier 3 – staff offices Consulting Desk

6/30/2015May Blending Two Cultures Circulation: rules based Reference: communication/interview based Demands different for daytime, nighttime: staffing limits

6/30/2015May 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

6/30/2015May 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

6/30/2015May Cross Training and Scheduling

6/30/2015May 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?

6/30/2015May Establish Competencies Joanne to coordinate Circulation training Jill to coordinate Reference training Aaron to coordinate Computer training Create training materials; post on web

6/30/2015May Cross Training Distribute workload to all Engineering Library Desk staff team members Training buddies Buddies ensure accountability Blackboard used to maintain training materials

6/30/2015May Circulation Cross Training Basic Circulation Transactions Patron Records and Blocks Recalls and Holds Reserves and Billing Records Renewals and Item Records

6/30/2015May 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)

6/30/2015May Blackboard Each trainer would prepare a descriptive teaching document as well as a test. These would be sent out once a week via as homework.

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6/30/2015May Computer Training Workshops FAQ posted on ACCEL website

6/30/2015May Integrated Desk Scheduling Integrated Services Desk Coordinator Duffield, 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.

6/30/2015May Sample Desk Schedule

6/30/2015May 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.

6/30/2015May Challenges Increased outreach (instruction classes, training, meetings, Duffield, Chat shifts) has impacted scheduling Less time to do , project work while at the front desk Cross training still ongoing.

staffpresentations/pieceofcake.ppt