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Merging User Support Services
Technology Help &Library Circulation
Situation• Technology Help Center focused
on faculty & staff • Library staff constantly asked
technology questions by students
• Faculty demanding technology help for their students
NERCOMP 2012 | 2
Location, location, location!
NERCOMP 2012 | 3
It’s a Plan: CIO Vision
• Technology & Library Support for students, faculty, & staff in one place
• Single point of support for all Information Resources Services– One phone number– One email
NERCOMP 2012 | 4
Re-0rganize• The IRSC is created
• First year: dual report
• Afterward, report to Library Director
NERCOMP 2012 | 5
First Conflict: Different Reporting
• Technology Help Center reports to Academic Computing
• Circulation Services is part of the Library
NERCOMP 2012 | 6
Collaboration: Joint Project Development &
Planning• Investigation of the Field
– Listservs and interviews, articles
• Consultants• Sharing documents with
each other• Met with all managers,
directors and Associate Provost
• Began meeting weekly with the staff involved– To create a plan
NERCOMP 2012 | 7
Collaboration Begins
Process• Met weekly• Identified sub groups to focus on:
– student staffing & professional development,
– staff professional development, – space, and– What a merged organization would look
like (we needed a new name)
• Kept detailed minutes of issues, concerns, tried to address them at the meetings as they came up
Processing Change
• Changing the service model
• Changing location
• Changing the space
• Changing the organizational structure
NERCOMP 2012 | 8
The Process
Big Changes• Cross training• Reconfigured phones
and call center procedures
• Shelving leaves the area
• Organizational Change (AD and lead librarian)
Opening August 2010
NERCOMP 2012 | 9
Open for Business
NERCOMP 2012 | 10
Work in Progress
• Attitude of ongoing change
• Hired a lot more student workers
• Assistant Director hired– Stabilized job descriptions
• Staffing changes• Change in reporting
structure• Building in flexibility• HelpSpot & other
support technology
NERCOMP 2012 | 11
Celebration
NERCOMP 2012 | 12
Ongoing Change
Changes in Year 1 +
• Classroom Loans added to the service
• More space changes• IRSC Advisory Team• After hours support
– Developed Escalation Policy
NERCOMP 2012 | 13
Successes and ….Lessons
• Always a work in progress
• Professional Development and ongoing training is a need
• Internal & external outreach is important
NERCOMP 2012 | 14
The Future
• Developing assessment• The role of library reserves• The impact on reference services• More librarian involvement in circulation
procedures and module• Documentation• Student Worker training improvement
NERCOMP 2012 | 15
Questions?Amy Berg, Associate Provost for Information ResourcesGail Wood, Director of LibrariesLisa Kahle, Director of Academic Computing Services & Classroom Media Services
NERCOMP 2012 | 16