Managing Faculty and Student Expectations at the Circulation Desk

Managing Faculty and Student Expectations at the Circulation Desk

Jen Bartlett, University of KentuckyBack in Circulation Again 2010

October 1, 2010

Circulation: Not for the Timid

What do we do?An overview of current practice

What is our environment?Academic libraries today

What do our users want and expect?Perceptions and expectations

What can and should we be doing?Ideas and suggestions for improvement

Five Core Services

Circulation of materialsShelving and stacks maintenanceRenewals and billingPrint and electronic reservesEntry and exit control

Back in Circulation Again 2010

Emptying the Litter Pan

Circulation:The catch-all department

What does your department do that no one else

wants to?



off-site storage retrievalstudy carrel and locker checkoutsopening and closing the buildingmaintenance and custodial requestssecurity problemsverification of user credentials



directional questionsbuilding toursreference questions during hours when the reference desk is closedinterlibrary loan/document delivery supportequipment (printers, copiers, phones) problemslost and found


What’s in a Name?

Access ServicesBorrower ServicesCollection ServicesResource Support Services


Trends in Access Services

New servicesConsolidation of service desksIncreased automation


The Academic Environment

Circulation statistics continue to declineEconomic pressures – need to provide evidence of valueEver greater emphasis on technology


Patron Perceptions

Everyone is a librarianThe nearest desk should have what I need – RIGHT NOW


Perceptions from Colleagues

No professional skills neededWork is mechanical in natureNot “real” library workNegative interactions with patrons


Our Self-Perception

Good organizationDetail orientedPeople-oriented/team playersGood management skillsUnderstanding of how entire library system worksFamiliarity with communityAbility to think on your feet


Perceptions of Libraries

If you could provide one

piece of advice to your library, what would it be?


Suggestions…“E-mail reminders warning when books are

due”“They need to get their attitudes checked,

and be friendly to people”“Don’t make the shelves so high”“Get rid of the ‘no food and drinks’ policy”“Hire friendly people”


More suggestions…“Fees are too expensive – I feel that

universities as a whole take advantage of students who are already on a limited income”

“Be more helpful to students and to the locals who are not college students. Sometimes people are not very helpful to the locals in the area”


Customer/User ServiceExtend hours of operationReexamine the “rules” and fines/fees associated with using library materialsOffer the ability to reserve materials onlineMake renewals easierOffer longer lending periods for materialsEliminate the fees for photocopies


Undergraduate Expectations

24/7 access to the buildingQuiet and group study spaceClear guidelines on how to use the library


Grad Student Expectations

Extended or no due dates for materialsUnlimited use of study roomsSame-day delivery of materials from storage


Circulation Challenges

Little or no respect from our colleagues/parent institutionGradually being absorbed into an “access services” modelEver decreasing circulation statistics and gate countsVarying expectations depending on user group


“The Heart of the Campus”

“A university is just a group of buildings gathered around a library.”

- Shelby Foote“The demonstration of value is not about looking valuable; it’s about being valuable.”

- Value of Academic Libraries study


Foundations of Management






PoliciesCover materials circulation, building access, patron behaviorSome policies are specific for different groups of usersPolicies must be clearly communicated on webpage, etc.Policies must be applied fairly


A Constant Balancing Act


Enforcing Policies Fairly

Policies are in writing and transparentCirculation staff know when they can make exceptions and when to refer the issueExceptions are applied judiciouslyPolicies are always under review


The 5 W’s of Effective Training

WHO: All staff, but esp. student workersWHAT: Basics, the library, who to askWHEN: Early and ongoingWHERE: At orientation, on the deskWHY: We are the first point of contact!


UK Training OverviewTour of department and libraryMandatory confidentiality and sexual harassment trainingLCCN trainingChecklist of basic skillsWeekly e-mails from student supervisor


Online TrainingUse BlackBoard course management system

Instruction modulesFAQsQuizzesE-mails from supervisorsChat board for students



The Importance of Statistics

It’s ESSENTIAL to document what we do!

Tool for planning workflowDocumentation of qualitative observationsSupport for explaining your budget needsTool for planning


Count Everything

Gate counts, # of items circulatedHead counts of users in buildingNo. and type of questionsNo. of damaged items processedNo. of hours spent on specific tasksNo. of security incidents & when


Stacks Map Example



Student Hours Example


Top Priority Tasks - Students must do

Working desk

Checking out material

Answering directional & basic reference questions

General problem-solving

Recording gate counts

Checking study rooms

Erasing pencil marks in books for Preservation

Helping patrons with printers, copiers & DART machines

Checking book drop

Special projects for Dean's Office

Check-in

Sorting

Shelving

Second Priority Tasks

Shelfreading

Searching for C/R & recalls

Pulling books for Reserves

Filling in at AV Desk

Third Priority Tasks

Dusting shelves

Shifting

Maintaining bulletin boards

Special projects Back in Circulation Again 2010

Advocacy for Circulation

Attend campus-wide meetingsPresent at new faculty orientationsStay on top of the literatureSupport real cross-training


Thank you!

Jen BartlettUniversity of Kentucky [email protected]

http://www.uky.edu/Libraries


Education

Managing Faculty and Student Expectations at the Circulation Desk