Ending the Turf War

ASU context back in the day Ending the Turf War LRS initiatives Thank you. Questions? 16,500 students part of the UNC system new library building in 2005 gate count over 1.2 million 41 library faculty 49 staff members Circulation, Reference, and Instruction on One Team dated and rigid policies enforcement mentality no food or drink strict fines model inflexible library hours what's next? a presentation at the Access Services Conference 2010 by Ken Johnson & Susan Jennings foundations for change challenges new building in 2005 - "Library and Information Commons" new strategic plan reorganization student led movement for a 24 hour library Strategic Plan 2008-2013 new mission statement renewed focus on: customer service expanded services extended hours use of physical space Reorganization 2008 guiding principles: improve communication better decision making innovation service orientation The mission of the Appalachian State University Library is to assist those who pursue knowledge. The mission of the University Library is to provide materials and services which are integral to the educational, scholarly, and intellectual goals of the students, faculty, and staff of Appalachian State University, as well as other members of the community and region. Combined Team Focus Major Priorities administrative support a core of believers coordinator that understands the big picture lead librarian that understands and can figure out the mechanics and details motivated staffer to take on student training initiative develop trust and coach the new way open communication Our Successes engaged more librarians into the day-to-day operations introduced staff to new service roles cross trained and shared 40 student assistants centralized scheduling collected desk statistics uniformly at all service points created a 13-member student advisory group Our Challenges Future directions? consolidation of service desks? different model of reference? following the needs of our users? stay relevant and essential let go of control anticipate needs don't BE the barrier to service or collections don't be afraid to change a policy for the better and most of all... be fearless! Bottom Line successes Key Factors Examples of Service Improvements "humanized" circulation policies added service “outposts” to the 2nd and 3rd floor connected tech support via walkie-talkies and IM improved chat service and added a texting feature eliminated the no food policy transformed to a 24/5 hour facility Organization Service Culture evaluate and revamp policies train librarians, staff and students at 3 public service points change enforcement culture add new services remove unneccesary barriers collaborate across teams emulate outside-the-library successes culture shock - guardians vs. free access appropriate roles for library faculty members outside perceptions occasional service issues keeping 18 team members engaged and up-to-date determining appropriate training levels staying ahead of the curve work together to address public services issues develop new and tweak existing services for a more user- centered organization engage more librarians in day-to-day service activities develop blended services through training SOURCE: Frank, Donald G., et al “Information Consulting: the key to success in academic libraries.” Journal of Academic Librarianship 27, 2 (March 2001); 90-96. traditional organization access services reference & instruction independent service standards "Don't wait for ideal conditions, assess the current situation, make informed choices, take creative risks, and move ahead expediently." Impact Factors