Using Google Forms to track library space usage

This article is a response to the excellent “Using Mobile Technology to Observe Student Study Behaviors and Track Library Space Usage” by Susan Thompson. Thompson reviews the literature regarding user counts on mobile devices and describes the California State University San Marcos (CSUSM) Library's evaluation of SUMA, Counter+, and CloudOn. After trialing these mobile technologies, CSUSM selected CloudOn. At New York University Abu Dhabi, we use Google Forms to conduct user counts on an iPad and Google Sheets to evaluate these data. We find that Google Forms are easy to set up, modify as necessary, and present the data in easy-to-manipulate spreadsheets.     

Single service points in libraries: A review

ABSTRACT

As libraries of all types and sizes continue to re-envision themselves to remain relevant in a rapidly changing information landscape, the single service point is visible evidence of this effort. In a complex environment, combining formerly disparate functional or service units is for many libraries both an innovative and effective way to manage resources and services. It is the intent of this overview to look beyond these issues to find similarities in theme and application that may be useful for those considering implementation of a one-stop model.     

Opportunities for improved patron service with a new integrated library system

Dahlgren Memorial Library, the Graduate Health and Life Sciences Research Library at Georgetown University moved from the Sierra integrated library system (ILS) to Cybertools in July 2016. This article will discuss the reasons for the move and how the system was implemented. The challenges that were faced and the many benefits of using the new ILS will also be discussed.     

Interactive Kiosk at the Texas Tech University Libraries

The academic library, given its often privileged position on campus, is the information source that can include directional as well as general campus facts among the myriad of print and e-resources for reference. Also, an academic library's audiences can be quite varied and include prospective students or parents seeking more general knowledge of the building and the campus. Many times this need for information drives patrons to the library service desks. Sometimes, especially during the high-demand seasons of new student orientation and beginning of the fall semesters, the desk is so busy that many patrons will leave because they don't have the time to wait. To address this immediate need for information, Texas Tech University Libraries developed an interactive kiosk to provide general information for frequently asked questions in a more efficient, creative, and interactive way. The kiosk provides a fun method of satisfying a patron's information needs without the requirement of a staff member or the need to wait in line for help. The kiosk is available as long as the Library is open and provides a variety of useful answers to general questions, as well as facts about the Library.     

How less is truly more: Merging library support services

ABSTRACT

In the summer of 2010, to provide a “one-stop shop” service point to Woodruff Library patrons, the Circulation, Reference, and Learning Commons (LC) desks merged into the unified Library Service Desk (LSD) under Access Services. Last year, due to organizational changes in the library and IT, and anticipated support needs of the new LC spaces and technologies, Student Digital Life opened a separate LC Technical Support desk. The lessons of the year of the two desks, funding considerations, and the persistent goal to streamline the experience of our patrons resulted in transitioning the functions of the LC desk to LSD, thus evolving it to new organizational and operational levels.     

A place to call home?: A qualitative exploration of public librarians' response to homelessness

Labeled “third-sector” community organizations, public libraries serve homeless individuals by default. Using focus group interview data with library personnel, this qualitative study explored how public libraries in 8 urban and suburban communities in one Midwestern state perceived and served homeless patrons. Three themes emerged: (1) the recognition that libraries serve as makeshift shelters, (2) the inconsistent implementation of code of conduct policy regarding homeless patrons; and (3) innovative “under the radar” responses by administration and staff to resolve the tensions enacted by the presence of homeless persons in library facilities. Recommendations for staff training, internal policy revision, and enhanced collaboration between social service agency and public library staff are provided.     

So many students,so little time: Practical student worker training in an academic library

Abstract

Student employees are an invaluable asset to academic libraries. They supplement limited professional staffing, allow for students to engage with their academic community, and give work opportunities to those currently enrolled in school. This article reviews several practical ways to train library student workers that both minimizes hands-on staff time and allows for high customer service and student employee success. Best practices include (a) a student worker training assessment, (b) explicit student worker policies, (c) an annual mandatory training session, (d) online training, (e) a focus on student worker retention, and (f) unique student worker roles.     

Let's Circulate: A Report on the 1st Annual New Jersey Access Services Meeting

In 2014, access services librarians and professional staff from various institutions all over New Jersey came together at The College of New Jersey, in Ewing Township, to discuss regional trends and issues in access services. Library staff at these institutions face many of the same issues from managing student assistants, to dealing with stacks management, and handling building security. The goal of the daylong meeting was to build bonds between access services staff at the different institutions, and to learn from one another's experiences during a series of roundtable discussions, and informal conversations over coffee and lunch. It was the first meeting of its kind in New Jersey and the organizers plan to make it an annual occurrence under the name Let's Circulate. This article is a summary of the first meeting.     

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

ABSTRACT

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success.     

Data on demand: A model to support the routine use of quantitative data for decision-making in Access Services

Rapid analytics and visualization software such as Tableau provide an opportunity for Access Services staff to utilize quantitative data on a routine basis to support decision-making about services and staffing. Data visualization tools make analyzing, updating, and sharing data analysis easier and faster than ever before. However, fullest utilization of these tools requires consistent, on demand access to data. This article discusses a strategic initiative at NYU Libraries to support data-driven decision-making by establishing a robust data warehouse paired with front-end access for library staff via Tableau Desktop. Specific application of this model to reporting, usage visualization, and workflow analysis in Access Services is discussed.     

Data-informed open education advocacy: A new approach to saving students money and backaches

The North Carolina State University Libraries has long recognized the financial burden textbook costs place on students. By crosswalking information on use of our textbook collection with textbook cost and course enrollment data, we have begun to map the environment for textbook use at the university and identified opportunities for faculty outreach in promoting alternatives to traditional textbooks, including our Alt-Textbook program. This article describes our programs, our investigation of textbook use patterns, and how we are using these data to inform our practice.     

Training and Retaining Student Employees

Abstract

Like most academic libraries, Purdue University Calumet depends heavily on student workers for its daily operations. After the investment of time and effort involved in training student workers, it is important to retain them from one year to the next. This case study examines training procedures that are designed to cultivate a sense of mutual respect between library staff and student workers, with the goal of keeping those whose skills and work experience prove valuable. A training program developed with retention as a goal yields benefits to the student and the library. It can also be a recruitment tool for the profession.     

Video tutorials revisited: The relationship between their use and library assessment quiz scores

There is considerable literature evaluating video tutorials. By the first decade of the twenty-first century, research established that online video tutorials performed as well as traditional face-to-face instruction. However, there is little evidence that students actually viewed the tutorials. This study compares postinstruction assessment quiz scores from one class over four semesters with usage statistics for five video tutorials during the same time frame. The data indicate that students do view the tutorials. However, the results also show that usage statistics, together with quiz scores, declined as students progressed through the five tutorials. Additionally, the study determined that there was no positive correlation between the number of viewings and postviewing assessment scores.     

Procedures to Follow if a Law Enforcement Official Asks for Patron Information: A Checklist for Access Services Student Employees

ABSTRACT

Since the U.S.A. PATRIOT Act was signed into law in October, 2001, library administrators have become increasingly concerned that staff–especially student employees–continue to protect the confidentiality of patron records. Administrators have also become increasingly concerned that when law enforcement officials provide paperwork giving them legal access to patron records, staff take steps both to divulge no more information than is necessary and to protect the institution from liability. In response to these concerns, the University of Colorado, Boulder, created an easy-to-understand and easy-to-use document for its public services student employees. This article describes the process by which that document was created, how it was introduced to staff and student employees, and what additional steps are planned for the future. Finally, the document itself is included as a possible model for other institutions that may wish to create procedural guidelines for student employees.     

Website creation and resource management: developing collaborative strategies for asynchronous interaction with library users

Objective: To make electronic resources available to library users while effectively harnessing intellectual capital within the library, ultimately fostering the library’s use of technology to interact asynchronously with its patrons (users). Methods: The methods used in the project included: (1) developing a new library website to facilitate the creation, management, accessibility, maintenance and dissemination of library resources; and (2) establishing ownership by those who participated in the project, while creating effective work allocation strategies through the implementation of a content management system that allowed the library to manage cost, complexity and interoperability. Results: Preliminary results indicate that contributors to the system benefit from an increased understanding of the library’s resources and add content valuable to library patrons. These strategies have helped promote the manageable creation and maintenance of electronic content in accomplishing the library’s goal of interacting with its patrons. Conclusions: Establishment of a contributive system for adding to the library’s electronic resources and electronic content has been successful. Further work will look at improving asynchronous interaction, particularly highlighting accessibility of electronic content and resources.     

Budget Planning and Performance Measures for Virtual Reference Services

Abstract

The Tampa-Hillsborough County Public Library, as a county government agency, is required to follow a specific budget planning process in order to obtain funding for library programs and services. One tool of this planning process-the “decision unit”-requires advanced planning and continued evaluation of potential and existing library services. Prior to receiving funds for any new service, performance measures must be established in order to measure the success of the service in relation to the public money invested. This article will look at the evaluation process built into the funding of the library's participation in a statewide virtual reference service and the implications for continuation and/or expansion of this service based on continued assessment.     

安徽省公共图书馆评估工作情况及事业发展状况分析

文章以安徽省县以上公共图书馆第四次评估工作数据为基础,分析了评估工作给图书馆发展带来的活力和机遇,总结了近年来安徽省公共图书馆事业取得的主要成绩和存在的突出问题,对公共图书馆事业的发展提出了自己的见解。     

A Case Study in the Evolution of Digital Services for Science and Engineering Libraries

ABSTRACT

Building on experiences from earlier digital initiatives and partnerships, the University of Virginia has developed new services and forged new collaborations between traditional information technology and library units in support of changing approaches to science and engineering research and education. Over the past 4 years, the library has evolved through numerous service models, changes in institutional vision, and budgetary shortfalls and has emerged with a new understanding of where to invest resources and energy for coming challenges.     

Assessing Use and User Needs for Content Management Systems in the Canadian Federal Public Sector

Canadian public sector organizations require users to make use of content management systems. Symptoms of low adoption include misuse and inefficient workarounds. This research project, through the use of a survey, investigates perspectives of end users in the Canadian public sector; it focuses on assessing users' needs and incorporating their feedback. A goal for this research was to explore and interpret the challenges related to needs assessment in content management projects.     

RLG and OCLC: Combined for the Future

On July 1, 2006, The Research Libraries Group, Inc. (RLG) and the Online Computer Library System (OCLC) combined their organizations and resources. RLG's products and services were integrated with OCLC's, and RLG's program initiatives went forward within an expanded OCLC Research division. This was a historic moment for libraries and research institutions consonant with the incredible changes in the information environment that had been underway during the previous decade. The expansion of WorldCat that resulted and the renewed attention given to research libraries by OCLC in the merger has positively impacted libraries around the globe.