feast 2014
TRANSCRIPT
FEAST 2014
Mary Beth LockWake Forest University
ALA Annual, Las Vegas, Nevada | June 29, 2014
ZSRenews!
And You Can Too!
Faculty Overdues: Look Familiar?
Characteristics of Faculty Loans
• Length is usually longer than any other patron group• Generous renewal policies• Library staff are attentive to faculty needs• Alerts to warn them of impending due dates• High or No upper limit to number of items borrowed
Faculty Overdues
• And yet, they happen.
Frustrations
• What Library Staff hear from Faculty
– “I have the book in my office”– “I still need it for research”– “Why don’t you trust me? I use the library
all the time?”– “I never used to have to renew my books at
XYZ institution.”
Frustrations
• How library staff feel:
– Faculty ignore renewal requests– Desire to block patron borrowing privileges– Politically fraught– Faculty feel a sense of entitlement
ZSRenews!
How it works
• For faculty that have more than 25 items out, whether or not they are all “overdue”
• Library staff contacted through phone or email• Staff members go to the faculty member’s office at a
pre-arranged time with a laptop and a barcode scanner to check in books and check them out again
• Utilizes the university’s wireless
Publicity
• We notify faculty of the service once their fines grow above $500. (Targeted)
• We have put info on the library’s website about the service. (General)
• Library’s newsletter (Marketing)• Word of mouth (Most effective)
Scalable?
• Wake Forest University is a mid-sized institution• 4800 undergraduates• 714 faculty on the Reynolda Campus (the one Z.
Smith Reynolds Library serves)• Access Services staff in the library who manage
ZSRenews? One (plus one student assistant)
Problem Solved
Actual responses from our satisfaction survey to faculty.
Questions?
Contact:
Mary Beth Lock
(336) 758-6140
Director of Access Services
Z. Smith Reynolds Library
Wake Forest University
Winston-Salem, NC
Velappan Velappan
Fayetteville State University
Incorporate social networking and other
Web 2.0 technologies to improve academic
library’s public services
Founded in 1867Over 6,300 students43 undergraduate programs23 master’s degree programs1 doctoral program
Fayetteville State University, Fayetteville, North Carolina
Volumes Held (Print + Electronic) – 396,554
Electronic Books – 84,883
Laptops for Students – 18
Laptops for Staff/Faculty – 5
iPads for Students/Staff/Faculty - 7
Charles W. Chesnutt Library
Charles W. Chesnutt Library Home Page
Web 2.0 Tools: Twitter (531 followers)
Facebook: 46 likes
Instagram: #chesnuttlibrary, 561 followers
Pinterest: 116 followers
Sample Pinterest Post
Tumblr: 48 followers
Libguides:
WordPress Blog – 47 followers
Sample Blog Post for the books availability
LibraryH3lp Online Chat Service(Average 45-50 questions/per month)
Current Statistics (ALL) Followers Total Posts
May 2014 Posts Facebook 46 339 25 Instagram 543 374 54Twitter 517 1464 54tumblr 48 323 19Pinterest 112 220 4Wordpress 47 392 10Total 1,313 3,112 166
Statistics: (Facebook-5/2013(1/2011), Twitter-8/2013(4/2011), Instagram, tumblr, & Pinterest – 10/2013, Blogspot- 9/2006, WordPress Blog-1/2013)
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total
2013 84 656 852 1,047 627 413 573 494 485 854 433 478 6,996
2014 584 485 473 327 483 178 2,530
WordPress Blog: Total Clicks
promote Chesnutt Library, its holdings, events, and services and resources;
establish Chesnutt Library as a major cultural resource for the Fayetteville State University and the Southeastern region of North Carolina;
increase visibility and strengthen the public image of Charles W. Chesnutt Library;
engage former, current, and potential users and donors;
engage other institutions and collections;highlight collection holdings and exhibits; andserve as a public relations tool and be part of the
overall Chesnutt Library marketing strategy.
The objectives of Chesnutt Library social media are to:
Common posts shared -
Any contests and special events at the library
New books on displayNew library servicesNew online databases subscribedStaff awards and recognitionsHolidays and Library ClosingsFSU Authors Book ListSpecial books list(MLK day, Women’s
History Month, Poet Maya Angelou, etc.,
Technology Lending Services at the Access Services Department
Laptops for Students - 18Laptops for Staff/Faculty - 5iPads for Students, Staff and Faculty - 7Chargers for laptops - 5VGA Cables - 5Ethernet Cables - 5
Circulation Statistics (After)
YEAR 2010-11 2011-12 2012-13 2013-14
Door Count 201,610 202,028 221,706 (+9.74%)
223,019(+0.59%)
Circ. Desk Statistics
17,233 17,711 19,686(+11.1%)
20,192(2.6%)
Laptops Check-out
1,196 984 2,012(+104%)
2,101(+4.4%)
iPads Check-out
N/A N/A N/A 41
Social Media GuidelinesMonitoringStaffingTech Savvy
Library News Letter (Future plans)
Challenges & Future plans -
If we used Web 2.0 tools thoughtfully in sharing information, are not simply the latest flashy trend, but can have a solid educational basis
Our users are changing along with their information practices, and the time has come to bridge the information gap between library experimentation and established service
Finally the use of Web 2.0 tools improve the library services and enhances student learning at the same time making connections with technologies that are already being used for research purposes and in daily life outside of the classroom
Conclusion
Contact:
Velappan Velappan M.S., M.L.I.S.,Head of Access ServicesCharles W. Chesnutt LibraryFayetteville State UniversityEmail: [email protected]: 910-672-1236
Thank You For Your Time!
Bethany Sewell & Meghan Sooy
College of New Jersey
Erica HardyAgnes Scott College
CREDIT CARD PAYMENTS AT THE CIRCULATION DESK:
SQUARE REGISTER APPErica Hardy
Agnes Scott College
PREVIOUS PAYMENT SYSTEM AND NEED FOR CREDIT CARDS:
Only accepted payments by cash or check at desk
Constantly asked by students, parents and alumnae about credit card payments
Received a 2012 Innovation Grant They funded 8 proposals from
across campus. The committee liked this service’s enhancement to customer service.
GETTING STARTED Business and Finance office: link accepted
credit card payments to a bank account. ITS:
Is the Square Register’s wi-fi connection through the iPad secure enough for our network?
External printer? Square supports many Star Micronics receipt printers. Decided against. Register supports emailing or texting
receipts. This is simpler, in line with campus sustainability efforts and we can view receipts online if needed.
Purchased a dedicated iPad, Square Reader and a stand
SETTING UP THE REGISTER
Separate accounts for different categories of payment:
Accounting Overdue Fines
Library ITS
Lost or damaged items Visitor printingBook cart sales PAW print cardsAlumnae access fees Lost media
equipment
TRANSACTION FEES 2.75% per swipe for Visa, MasterCard,
Discover and AmEx. 3.5% + 15¢ for manually entered
transactions.
“When you price the items you sell, you are free to incorporate any costs incurred in your business operations. However, you cannot itemize Square’s transaction fee in order to pass this cost onto your customers.”
THINGS TO CONSIDER Payment categories in the Register
create room for human errorTraining is neededAccount manager often has to double check
the transactions Take payments over the phone Stands
THANK YOUErica HardyAgnes Scott [email protected]
Intermission
Tim HackmanUniversity of Maryland
Late Night Services at the University of Maryland Libraries
Timothy HackmanHead of Resource Sharing and Access Services
UMD Libraries Late Night Services• McKeldin Library• 11pm-8am, Sunday-Thursday during Fall and Spring semesters• Extended Friday/Saturday hours during Finals• Campus ID required for entry• Police Auxiliary provides added security• 3.5 FTE staff ~160 student hours/week
Late Night Crisis of 2008
Expanding Late Night Services
• 2012– Expanded to all 7 floors– Began offering circulation, equipment loan, and reserves
• 2013-2014– Tech Desk opened overnight– Pulling books for holds and ILL– Open to USMAI patrons
• Next?
11PM 12AM 1AM 2AM 3AM 4AM 5AM 6AM 7AM0
100
200
300
400
500
600
700
800
Late Night - Average WeekSpring 2014
SundayMondayTuesdayWednesdayThursday
Challenges
http://washington.cbslocal.com/2013/12/18/u-of-md-s-testudo-statue-set-ablaze/
Challenges• Safety & Security• Supervision• Communication• Training• Staffing• Weather• Maintenance and housekeeping
Mary Ann Venner
University of North Texas
Moving Collections
Offsite: Challenges and
OpportunitiesMary Ann Venner
Head of Access Services
University of North Texas Libraries
Motivating Factors Need for individual study space
Need for instruction rooms
Need for collaborative group study space
Strong focus on e-book purchases
University Union closed for renovations
Project Overview Restack remote storage facility to shelve materials by
size Created 30% more space
Identify materials in the collection to move to remote storage
Create lists of items to pull
Process materials to move
Shift remaining materials to create one floor for the general collection
Run rapid updates to change locations
Update stacks signage
Communicate updates to patrons and staff Liaisons
Website
Facebook and Twitter pages
Books eligible for moving
Items not checked out in 8 years and no in house use
counts
Items never checked out
with item records created
over 8 years ago and no in
house use counts
185,000 items
Journals eligible for moving
Volume years older than 2009
Titles available
electronically
76,000 volumes
Challenges
Timeframe
Staffing resources
Multiple players
Access to materials
What to do with available space
Budget
Questions from patrons
Opportunities Create more active learning spaces
Group study rooms
Instruction rooms
Student Success Center
Create better services for materials access
Online holds
Increased courier runs
Expanded document delivery
Faculty book delivery
Identify cataloging errors
Identify missing items
Review non-circulating items
Contact Information
Mary Ann Venner
University of North Texas Libraries
Denton, TX
www.library.unt.edu
Tom BrunoYale University
How to Scan ALL THE THINGS:Scan and Deliver at Yale
Tom BrunoAssociate Director for Resource Sharing and Reserves
Yale University LibraryFEAST 2014
ALA Annual Conference
Phase One: Document Delivery• Launched September 4, 2012• Initial participating libraries
included Sterling Memorial Library, Center for Science and Social Science Information, Divinity Library, Medical Library, Yale Law Library
• Added Library Shelving Facility (off-site storage), Music Library, Geology and Math Libraries in October 2012; Microforms in December 2012; Arts Library and Bass Library in Summer 2013
• Over 10,000,000 eligible items
Venimus, scrutavimus, reddidimus
“We came, we scanned, we delivered!”
How it works• Patron clicks Request Scan
link in OPAC• Request passed from OPAC to
ILLiad via OpenURL• Scan and Deliver requests
filled within 2 business days (service guarantee)
• All faculty, students, and staff eligible, as well as alumni with paid borrowing privileges
• Up to 2 chapters/articles can be requested at a time
Year One Statistics
• 19,074 “born” Scan and Deliver requests in Yale FY13 (July ‘12-July ‘13)
• 14,341 requests filled- 75% fill rate• Top reasons for unfilled requests include
Copyright/Terms of Service Exceeded, Not On Shelf, and Lack Volume (for periodicals)
• Patrons have option to resubmit Scan and Deliver requests via Interlibrary Loan
Constant Assessment= Perpetual Improvement
• At launch we embedded a Qualtrics link into the email delivery notification
• Commitment to keeping the link in permanently as ongoing assessment/continuous improvement
• Great rapid response for service, quality control issues, user-driven enhancement requests (e.g., direct links to PDF, OCR)
I CAN HAZ SATISFAKSHUN?
Phase Two: E-Reserves• In Spring 2013, Yale University
implemented Ares as its new course reserves management system
• Question: could we leverage Scan and Deliver to fulfill E-Reserves scanning requests?
• Utilized Ares OpenURL functionality to push E-Reserves scanning requests out to Scan and Deliver service
• When request was filled, Ares TN # embedded in the ILLiad request allowed for automatic upload back into Ares
The good, the bad and the ugly• Success! Scan and Deliver
allowed us to process almost 2x the volume of E-Reserves in a fraction of the time using previous workflows
• 50% of all E-Reserves scanning complete by 1st day of classes; all scans complete by Week 4
• Almost all extra scan requests came during the first few weeks of the semester, when little/no reliable student help was available
Year Two Statistics
• 29,242 “born” Scan and Deliver requests in Yale FY14 (July ‘13-July’14)
• 20,301 requests filled- 70% fill rate• Addition of E-Reserves and eligible of high-
volume circulation collections in Bass Library lead to increases in requests exceeding Copyright Limits/Terms of Service and items Not on Shelf
Phase Three: Special Scanning• Yale’s Special Collections
dealing with more and more patron requests for “quick and dirty” scans thanks to greater online discoverability
• Digital Humanities faculty and librarians looking for cheaper, faster, non-vendor solution for “research digitization” projects
• Could Scan and Deliver take on these special scanning requests?
Putting The DH into the Digital Humanities
• Spring 2014 Pilot for Research digitization projects
• Preservation scanning “punch work” request for Arcadia Grant scans
• Other “scan on demand” functions for other library departments- e.g., scanning old paper Privileges forms so the originals could be shredded
• GOAL: Utilize the latent capacity in student scanning hours during the semester
The Curse of the Mummy, and other qualified failures…
• Each project turned out to be a different kind of learning experience
• Importance of developing reliable request and fulfillment infrastructure for special scanning requests (so nothing is lost because it goes outside the normal workflow)
• We have the technological capacity to produce digital preservation-quality scans, but it requires much greater quality control- ideally built into the scanning process
• Yes, there was an actual Mummy’s curse… DISCLAIMER: This may or may not
have actually happened
Where do we go from here?• Formalizing the ability to push
scanning requests from Special Collections to Scan and Deliver (and back again)
• ILLiad-Aeon interoperability• What do we do with all of these
scans? Questions about dark archives, normalizing metadata, and copyright
• Addressing the Unfilleds- automatic routing to Rapid ILL, other suppliers if request cannot be filled via Scan and Deliver
• Hoverboards???
Final Thoughts: The Simpsons On Patron Expectations
Agnes: And you, start over. I want everything in one bag. Pimple Faced Kid: Yes, ma'am!
Agnes: But I don't want the bag to be heavy.
Pimple Faced Kid: I don't think that's possible!
Agnes: What are you, the possible police? Just do it!
Simpson Safari, Season 12 Episode 17 (Airdate: April 1, 2001)
Homer’s ILLiad
(Beware of Greeks bearing PDFs)
TOTALLY. WORTH. IT.
I can't imagine how this service could be any better. It saved me several hours of work, and gratification was almost immediate. This is what we would call in French a real "aubaine."
Questions???
bit.ly/feast14survey