ola presentation 308 librarians off the desk: developing paraprofessionals for reference

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

OLA Presentation 308Librarians Off the Desk:

Developing Paraprofessionals for Reference

Karen Nicholson, Rebekah Schmidt and Julie Willson

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Presentation Outline

• Blended service at McMaster

• Paraprofessional’s perspective

• Environmental scan and rubrics

• Training Program

• Questions

http://blended.blog.lib.mcmaster.ca/

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Blended Service at McMaster

Assumptions

• Single service point

• Staffed by paraprofessionals

• Go live: Jan. 2009 (Thode & Innis); Sept. 2010 (Mills)

• Self-service = primary mode of delivery

• Review of services and staffing

Blended Service Teams

• Implementation and Design Group

• Training Team

• Mentors

• Referral Group

Timeline (Thode & Innis)

Blended service announced

Training begins Go live Date I

Training hiatusRevised training program starts

Assessment

Sept. 08Jun. 08 Dec. 08 Jan. 09

Go live Date II

Feb. 09 June 09 Sept. 09

Vendor visits

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

The View from the Trenches

Julie WillsonSenior Reference Assistant

Thode Library of Science and Engineering

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Environmental Scan and Rubrics

Rebekah SchmidtBlended Services Design and

Implementation Group

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Environmental Scan

• Reviewed Articles Compiled Bibliography• Top 3 Articles

• Meldrem, Joyce (2005) Redesign your Reference Desk: Get Rid of It.

• Flanagan, Pat and Lisa R. Horowitz (2000). Exploring New Service Models: Can Consolidating Public Service Points Improve Response to Customer Needs?

• Bracke, Marianne Stowell., et al (2008). Evolution of Reference: A New Service Model for Science and Engineering Libraries.

• Prepared Recommendations for BSIDG

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

• Communicate the logistics of blended service and the initiatives of BSIDG to library administrators and staff

• Provide change management workshop(s)

• *Define and understand the different philosophies of service for circulation and research help

• *Pre-assessment/post-assessment (Mills) staff regarding educational background, work experience, technology skills

• *Each trainer or training team provide a lesson plan and specific outcomes that can be assessed in a concrete manner

Recommendations

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

• *Implement methods of feedback that allow trainees a venue for constructive criticism

• *Provide ongoing training after formal implementation of blended service

• Devise methods for assessing training• *Define and outline policy regarding referral process for

McMaster libraries• Define competencies for blended service staff (provide

concrete examples)

Recommendations

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Rubrics• Concrete tool for assessment for the

paraprofessionals in training and for management

• Four Distinctive Rubrics • Circulation• Customer Service• Information Fluency • Technology

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Rubrics• 3 increments of progression were agreed upon

1. Developing: Does not yet meet the minimum standard of performance; can perform research help duties with assistance

2. Proficient: Meets the minimum standard of performance; can perform most research help duties alone

3. Accomplished: Exceeds the minimum standard of performance; can perform research help duties alone, can make appropriate decisions using good judgment in the absence of the supervisor

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Rubrics• Measure progress and outlined expected

standards of service• Library Management concrete form of

assessment• Trainers also aware of expectations. Able to

utilize rubrics to guide the creation of training sessions and assignments

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Blended Services Training

Karen Nicholson

Timeline (Thode & Innis)

Blended service announced

Training begins Go live Date I

Training hiatusRevised training program starts

Assessment

Sept. 08June 09 Dec. 08 Jan. 09

Go live Date II

Feb. 09 June 09 Sept. 09

Vendor visits

http://www.blyberg.net/card-generator/

Providing support

• Library /union agreement• Rubrics• Liaison support (mentoring,

shadowing)• Release time for trainees• Technology training &

support for trainees

Information fluency training

http://www.sxc.hu/photo/653041

• Outcomes, assessment aligned with rubrics

• Collaborative, active learning• Concepts and transferable skills• Multiple learning opportunities,

settings

Service culture

http://www.flickr.com/photos/macetg/4254146813/in/set-72157623161563760/

Mentoring and shadowing

http://www.flickr.com/photos/macetg/4185443734/in/set-72157623000115870/

Assessment

• Written– Multiple choice, short answer, matching

• Reference interview• Technology

http://www.sxc.hu/photo/948188

http://www.flickr.com/photos/macetg/3420787539/in/set-72157616377544791/

Program evaluation and feedback

Redesign for Round II: 2009-2010

• Technology training up front• Study skills session• Guidelines for mentors, mentees, shadowing• Units & breaks!

________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • library@mcmaster.ca

Thank you!

Questions?