1. © 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

2. 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

3. 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

4. © 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

5. © 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

6. © 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

7. © 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

8. © 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

9. © 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

10. © 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

11. 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

12. © 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

13. © 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 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

14. © 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

15. © 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

16. 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

17. 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

18. University of Arizona Library
Information Commons

19. 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 full-time support staff
$23,708,000 annual budget
© Copyright 2006 – Russ Bailey and Barbara Tierney

20. 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

21. 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:
© Copyright 2006 – Russ Bailey and Barbara Tierney