1. 6/30/2015May 2005 1 Integrating the Public Services Desk - A Piece of Cake? Jill Powell, Zsuzsa Koltay, Mary Patterson, and Linda Bryan

2. Overview – Zsuzsa Koltay Managing Transition: the People Side of Change – Linda Bryan Vision of Roles – Mary Patterson Cross Training and Scheduling – Jill Powell

3. 6/30/2015May 2005 3 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

4. 6/30/2015May 2005 4 Motivation for change Make time for outreach (Duffield timing a given) More flexible staffing One stop shopping Triage questions even at 1 a.m.

5. 6/30/2015May 2005 5 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. 6/30/2015May 2005 6 Change process Phase One – Spring and Summer 2004 Conceptualize goals Identify core competencies Start cross-training Design service desk

7. 6/30/2015May 2005 7 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

8. 6/30/2015May 2005 8 Change process Phase Three – Spring 2005 – in new space Install new desk Start new service model and schedule Monitor effectiveness and emerging issues

9. 6/30/2015May 2005 9 Desk Transitions Stages 2 and 3

10. 6/30/2015May 2005 10 Working groups Goals and definitions Process Vision of roles Cross training

11. 6/30/2015May 2005 11 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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13. 6/30/2015May 2005 13 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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15. 6/30/2015May 2005 15 Managing Transitions: The People Side of Change Managing Transitions: The People Side of Change

16. 6/30/2015May 2005 16 Signs Of Transition: GRASS Guilt Resentment Anxiety Self-absorption Stress

17. 6/30/2015May 2005 17 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

18. 6/30/2015May 2005 18 Team Transition Issues Policies & Procedures Decision Making Behavioral Standards/Expectations Priorities Work Schedules Training Roles

19. 6/30/2015May 2005 19 Vision of Roles Development of a 3 tier system Expanded job expectations

20. 6/30/2015May 2005 20 Desk Transitions Stages 2 and 3

21. 6/30/2015May 2005 21 Integrated Desk Tier 1 Tier 2 Tier 3 – staff offices Consulting Desk

22. 6/30/2015May 2005 22 Blending Two Cultures Circulation: rules based Reference: communication/interview based Demands different for daytime, nighttime: staffing limits

23. 6/30/2015May 2005 23 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

24. 6/30/2015May 2005 24 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

25. 6/30/2015May 2005 25 Cross Training and Scheduling

26. 6/30/2015May 2005 26 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?

27. 6/30/2015May 2005 27 Establish Competencies Joanne to coordinate Circulation training Jill to coordinate Reference training Aaron to coordinate Computer training Create training materials; post on web

28. 6/30/2015May 2005 28 Cross Training Distribute workload to all Engineering Library Desk staff team members Training buddies Buddies ensure accountability Blackboard used to maintain training materials

29. 6/30/2015May 2005 29 Circulation Cross Training Basic Circulation Transactions Patron Records and Blocks Recalls and Holds Reserves and Billing Records Renewals and Item Records

30. 6/30/2015May 2005 30 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)

31. 6/30/2015May 2005 31 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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37. 6/30/2015May 2005 37 Computer Training Workshops FAQ posted on ACCEL website

38. 6/30/2015May 2005 38 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.

39. 6/30/2015May 2005 39 Sample Desk Schedule

40. 6/30/2015May 2005 40 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.

41. 6/30/2015May 2005 41 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.

42. www.englib.cornell.edu/ www.englib.cornell.edu/ staffpresentations/pieceofcake.ppt