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Ending the Turf War

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Susan Jennings

on 10 January 2013

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Transcript of 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
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
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
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