Staff Training for an Information Commons Desk
ALA
Poster Session
2001 Annual Conference
By Doreen Harwood
University of Washington, Bothell and Cascadia Community College
Abstract
Title:
Staff Training for an Information Commons Desk
Author:
Doreen Harwood
Institution:
University
of Washington, Bothell and Cascadia Community College
In
Fall 2000, a new co-located campus and shared library were unveiled for the
University of Washington, Bothell and the newly formed Cascadia Community
College. To accommodate the Campus Library’s new venture of providing
effective service for both institutions at an Information Commons Desk with one
point-of-service for reference and circulation, proper training was considered
crucial. To achieve this, staff meetings and surveys were used to determine
requisite training and level of training needed; a staff web page was created
that enabled Information Commons staff to locate essential information quickly
to provide more proficient service; and contacts were made for presenters inside
and outside both institutions to cover various training needs. Presenters
focused their material mainly on questions likely to be asked by students and
approaches to situations that could occur at the Information Commons Desk.
As a result, immediate training needs were met but more training is
needed. Future training will be based on a staff survey issued to ascertain
further training interests and continuous staff feedback on developing needs.
According to staff, even though training so far has been beneficial, future
training needs to be more spread out to avoid overload.
The
Campus
The
University of Washington, Bothell and Cascadia Community College co-located on a
new 125-acre campus in Fall 2000.
The new campus is just north of Lake Washington about 15 miles northeast
of downtown Seattle.
The University of Washington, Bothell was established in 1990 to meet a growing demand for higher education in the Puget Sound region. The campus now serves over 1,400 students* and provides upper division and Master’s level educational programs, which include Bachelor of Science in Computing and Software Systems, Bachelor of Arts in Interdisciplinary Arts and Sciences, Bachelor of Science in Nursing, K-8 Teacher Certification, Master of Education, Bachelor of Arts in Business Administration, and Master of Management.
Cascadia Community College was newly created in Fall 2000 and serves almost 1,600 students.* Their programs include an Associate in Integrated Studies with four-year college/university transfer; Business and Information Technology Professional-Technical Associate Degree with options in Network Technology, Software Programming and Web Development; one-year certificate programs in Network Technology Specialist, Web Specialist, Electronic Commerce Specialist, Software Testing Specialist, Technical Support Specialist, and Computer Applications Specialist. They also offer Adult Basic Education, ESL and Continuing Education/Lifelong Learning classes.
*Head count
The
Challenge
The
Washington state legislature authorized building a new campus that would include
the University of Washington, Bothell and Cascadia Community College with the
Library serving both institutions. Prior to this the Library served only the
University of Washington, Bothell. As a result, a series of new experiences
emerged for the library:
(1)
More students:
almost 1,600* from Cascadia Community College in addition to
over 1,400*
UW Bothell upper division and graduate students already being
served;
(2)
An eclectic mix of students from a wide range of ages and different
backgrounds: from 16 year old high school students in the Running Start program
to older students with families and some returning to school after 20 years;
(3)
An increase in class diversity:
upper division and graduate classes offered at UW Bothell, as well as
classes offered at Cascadia Community College for Associate Degrees in
Integrated Studies and Applied Science that transfer to four-year schools and
continuing education programs in high demand fields and for life long learning;
(4)
More Software:
the complexity of supporting different software applications needed for
classes from both institutions and accessible from 50 scholars workstations in
the Information Commons where students can do research from beginning to end;
(5)
More Networks: operating with the variables of different networks for
each institution.
*Head
count
The
Solution
In
order to effectively handle the complexity of issues arising at the Information
Commons desk and provide convenient service for both institutions, the decision
was to integrate reference and circulation functions at an Information Commons
desk.
To accomplish this, training was considered essential in order for
reference and circulation staff to: (1) be comfortable performing cross
functions at the Information Commons desk; (2) be able to assist with basic
software-related questions for applications loaded on scholars workstations; and
(3) be able to handle questions pertaining to course assignments for both
institutions or know when to either refer questions to or shadow a more
knowledgeable Information Commons staff member.
The
Objective
To provide training that will enable reference and circulation staff to render more effective service at an Information Commons desk with integrated reference and circulation functions for the University of Washington, Bothell and Cascadia Community College students, faculty, staff and community.
The
Results
While
survey results indicated that staff found the training useful, most responded
that training had increased their comfort level and improved their service at
the Information Commons desk to a moderate degree. Only two reported their
comfort level and service had increased notably; no one chose “highest
degree” and one chose “less than moderate degree.” This may be the result
of the intricate questions and situations developing at the Information Commons
desk, as well as the need for more training, including refresher training as
indicated by some survey respondents.
The complexity and number of questions pertaining to technology issues
arising at the Information Commons desk prompted the library to provide further
help beginning Winter quarter 2001.
Students with technology expertise were hired to work at the Information
Commons desk during some peak hours of operation to help answer software and
computing questions.
Although basic reference and circulation functions continued to be handled by either reference or circulation staff members, there were more cross function referrals than expected because of the level of expertise needed to answer complex questions or situations. This occurred especially during busy times when shadowing of more knowledgeable staff was not possible. Some training became more directed toward librarians such as for electronic databases or discipline-specific research strategies or software being used by only one institution. Circulation staff were welcome to attend though and some did. Staff request that training be more spread out to avoid overload was taken into account after the demanding learning curve was met the first quarter on the new campus.
The
Conclusion
Training enabled staff to be able to perform basic cross functions at the Information Commons desk and thus provide more convenient service to more library customers, as well as increased the knowledge of librarians for more in depth reference service. However, the concept of one service point was difficult to implement because of the high level of expertise needed for some situations at the Information Commons desk and because of the physical layout of the desk itself. Continuing to monitor training needs is essential, as well as examining ways to provide the most effective service at the Information Commons desk. Future plans include using training session evaluations, periodic training surveys, meetings and informal discussions to obtain further feedback on important training needs and on improving service at the Information Commons desk.
The
Training
Reference Librarians and Circulation staff who serve patrons at the Information Commons desk in the Campus Library.
Who
Does the Training
Librarians
from the UW Bothell and Seattle Campuses.
Faculty
and
Staff
from UW Bothell and Cascadia Community College
Presenters
arranged through the UW Seattle Campus Training and Development Office and UW
Libraries Staff
Development and Training
Outside
sources arranged by the Bothell Campus Library
How
Training Needs Were Ascertained
Determination
of what type and level of training to provide was derived from:
Discussions
during reference meetings and staff meetings
Staff
surveys
Informal
discussions among staff
Training
focused on information that library staff needed to effectively answer
students’ questions and respond to situations that could occur at the
Information Commons Desk featuring integrated reference and circulation services
for the University of Washington, Bothell and Cascadia Community College. In
addition to being able to answer questions related to class assignments for
students at both institutions, library staff also need to provide basic
assistance for software applications students use for course work and that are
accessible from Scholars Workstations in the Information Commons such as Microsoft
Office products, FTP, telnet and email applications, the World Wide Web, online
catalog and electronic databases.
Therefore, training covered all of these areas.
Immediate
Training Needs Met Before Campus Opened
A
session
for
Circulation
staff covered
an
overview of the Information Commons; reference service philosophy and interview;
when to handle questions and when to refer them; databases and catalogs; search
strategies
A
session for
Reference
and
Circulation staff included basic circulation functions using the Innovative
(III) system, circulation philosophies, and a tour of the circulation area.
Training
sessions for new microform machines, beginning and intermediate PowerPoint and
Excel, and a question and answer session on
File
Management, Servers, and FTP.
Later
Training Needs Met:
FrontPage
Web Development Software
ePortfolio
software used by Cascadia students
Blackboard
software used by UW Bothell students
Earthquake
Preparedness
Handling
Difficult Customers
Government
Documents and Law
PubMed
Business
Research Workshop
Further
Training Suggestions
Based
on Surveys:
Disaster
Preparedness
Workplace
Violence
Electronic
Databases Search Capabilities
Subject
Specific Research Strategies
Excel
Charts and Graphs
ePortfolio
Update
File
Management/FTP Update
FrontPage
Refresher
Services
offered in UWB and CCC Computer Labs
Customer
Service Communications
Presentations
on topics related to Information Commons service and for which staff expressed a
training need.
Training
session handouts maintained at the Information Commons desk.
Staffweb,
a pass worded Web Page created to assist Information Commons staff answer
questions or respond to situations encountered in the Information Commons
Keeping
a record of reference and technology questions asked at the Information Commons
desk
Shadowing
more knowledgeable staff at the Information Commons desk for unfamiliar
reference, computing and circulation functions.
Refocusing
some teaching meetings, staff meetings, and staff retreats on Information
Commons training
Training
Schedule for the Information Commons Desk
Reference
Training for Circulation Staff
Friday,
September 15, 2000
10 a.m. - noon
Library Computer lab
Presenters:
Esther Daniels, Assistant Campus Librarian, Campus Library and
Sarah Leadley, Head, Reference and Instruction Services, Campus Library
Circulation
Training for Reference & Circulation Staff
September 19, 2000
10 a.m. – 12 p.m.
Library Computer Lab
Presenter: Katie Whitson, Head,
Access Services, Campus Library
Microform Training
For
Reference and Circulation Staff
September 19 and 20, 2000
9:00 – 9:45 a.m.
Presenter: Clay Horton, Office
Assistant, Campus Library
Power
Point
For Reference and Circulation Staff
Monday, September 19, 2000
1-3 p.m.
Library Computer Lab
Presenter: Marc Studer, Media
Technician Lead, Media Center, Campus Library
File
Management, Servers, FTP, and anything else you need to know
For Reference and Circulation Staff
September 20, 2000
10 a.m. – 12 p.m.
Presenters: Rob Estes,
Reference/Science Librarian, Campus Library and Armin Liedtke, Technology
Assistant, Campus Library
Excel
Intro and Intermediate
For Reference and Circ Staff
September 20, 2000
1 p.m. – 5 p.m.
Library Computer Lab Room 222
Presenter: Barbara Canterbury, Computing & Communications, Computer
Training, University of Washington
Front Page
December 5, 2000
9:30 a.m. –12:00 p.m.
Library Computer Lab
Presenter: Carol Bradley, Client
Services Coordinator, Information Systems, University of Washington, Bothell
Difficult
Customer Training
December 6, 2000
1:00-3:00 p.m.
Library Room 220
Presenters: Elaine Jennerich,
Libraries Staff Training & Development Coordinator; and Susan Neff,
Ombudsperson, University of Washington, Bothell
Gov
Docs & Law
December 18, 2000, 9:30 – 11:30
a.m.
Library Computer Lab
Presenters: Cass Hartnett, U.S.
Documents Librarian, Government Publications Library, University of Washington
and Peggy Jarrett, Documents & Reference Librarian, Law Library, University
of Washington
ePortfolio
December 20, 2000
10:30 a.m. – 12:00 p.m.
Library Computer Lab
Presenter: Sandra Carlquist, Web
Designer and ePortfolio Specialist, Cascadia Community College
Blackboard
March 20, 2001
1:00-3:00 p.m.
Focus: Student and Administrative
Library Computer Lab
Presenter: Natalie Delker Beach,
Reference/Global Studies Librarian, Campus Library
Earthquake
Preparedness
March 21, 2001
For all Academic Services Staff
View and Discuss Video: Surviving
the Big One
Arranged by Clay Horton, Office Assistant, Campus Library, and Member of UW
Bothell Campus Health & Safety Committee
PubMed
April 2, 2001
1:30 – 2:30 p.m.
Library Computer Lab
Presenter: Janet Schnall, Information Management Librarian, Health Sciences
Library, University of Washington Campus
Library
Business Research
May 23, 2001
2:00 – 3:00 p.m.
Library Computer Lab
Presenter: Doreen Harwood,
Business/Reference Librarian, Campus Library
Information Commons
Training Survey
Now
that you have had a chance to apply what was learned in training sessions for
the Information Commons desk, please let us know how useful you found this
training by answering the following questions.
Your input will help us to focus training on your needs for more
effective service at the Information Commons Desk. Please return to Doreen by Wednesday., June 6.
Thank you. Your input is
important.
- Please circle ALL sessions below that you attended and found the most useful to you:
| FrontPage | PowerPoint | Excel |
| ePortfolio | Blackboard | PubMed |
| Business Research | Handling Difficult Customers | Earthquake Preparedness |
| File management, servers, ftp | Government Documents and Law | Microform machine demonstration |
| Circulation functions/philosophies/tour | ||
| For Circulation Staff only: Reference philosophy/interview/databases/search strategies | ||
- On a scale of
1-5, with 1 being the highest, how would you rank the overall usefulness of
training you received so far for working at the Information Commons desk?
| 1 | 2 | 3 | 4 | 5 |
|
Highest |
Lowest |
- To what degree do you feel the Information Commons training has increased your comfort level and increased your service at the Information Commons desk?
| 1 | 2 | 3 | 4 | 5 |
| Significantly | Notably | Moderately | Somewhat | Not at all |
- We would appreciate your further comments and suggestions regarding training sessions received so far. Use back of this page if needed.
- We are planning to provide Disaster Preparedness and Workplace Violence training sessions this summer. What other training do you think would be helpful to have at a future date?
SURVEY FOR FRONT PAGE
TRAINING
Please complete the following survey and return to Doreen by Nov. 6th. Thank you! Name: ___________________
I. Are you interested in attending the following basic Front Page training in December? (2.5 hrs.) YES NO
A.
Templates
B.
Adding
and Formatting Text
C.
Inserting
Special Text Elements
a. Line Breaks
b. Horizontal Lines
c. Symbols & Comments
D.
Searching
and Replacing
E.
Formatting
a. Paragraphs
b. Lists (bulleted, numbered, collapsible)
c. Text Fonts
F.
Creating
Hyperlinks
G.
Setting Bookmarks
H.
Working
with Images
a.
Inserting Images
b.
Clip Art
c.
Image Editing
II.
What other questions would you like Carol Bradley to answer at the
December FrontPage training
session? (Use
the back of this sheet if needed. Questions can be submitted to Doreen through
November 30th )
III.
Please circle all of the days and times that you would be available for
FrontPage training. Thank you!
Dec.
4
9 a.m. to 12:30 p.m.
Dec. 4
1:30 to 5:00 p.m.
Dec. 5 9
a.m. to 12:30 p.m.
Dec. 5
1:30 to 5:00 p.m.
Dec. 6 9
a.m. to 12:30 p.m.
Dec. 6
1:30 to 5:00 p.m.
IV. What other type of training would you
like to see at a future date? Please be as specific as possible.
Doreen Harwood
Business/Reference Librarian and Library Staff Training Coordinator
University of Washington, Bothell and Cascadia Community College
18225 Campus Way, NE
Bothell, WA 98011-8245
Phone: 425-352-5442 Fax:
425-352-5488 E-mail: doreenh@u.washington.edu