Keeping up with Users: Assessing Staff Training Needs to Maximize User-Centered L ibraries

1. Keeping up with Users:Assessing Staff Training Needs to MaximizeUser-Centered Libraries VLACRL, Williamsburg, VA October 30, 2009 Sara Baron, Dean Faye Watkins, Director Regent Univ. Library Harvey Library, Hampton Univ. sbaron@regent.edufaye.watkins@HAMPTONU.EDU Linza Weaver, Director, Learning Resources Ctr. Paul D. Camp Community College lweaver@pc.vccs.edu

2. VTC Library Director’s Group • Virginia Tidewater Consortium for Higher Education consists of 16 institutions and was formed in 1973. • The Library Director’s Committee Mission: • to promote library and information services in support of the purpose of the VTC • to encourage cooperation amongst the VTC member institutions • to stimulate and foster community interest in the VTC libraries and librarianship • to articulate and disseminate financial and program information about the operations of the VTC libraries to the Board of Directors • to provide an audience for the concerns of VTC subcommittees; and • to provide Library Directors a forum for the discussion and exchange of ideas.

3. VTC Library Director’s Group • Ms. Sara Baron – Regent University • Ms. Cynthia B. Cooke- Norfolk State University • Ms. Susan Cornett – Troy University • Ms. Mary Ann Glanzer – TCC - Portsmouth • Dr. Janice Johnson – TCC- Virginia Beach • Ms Janet Justis, TCC- Norfolk • Ms. Mary Mayer-Hennelly – TCC • Ms. Connie Kearns McCarthy – College of William and Mary • Ms. Elois Morgan – CEBAF- Jefferson Lab • Ms. Gail Nicula – Joint Forces Staff College

4. VTC Library Director’s Group • Ms. Virginia O'Herron – Old Dominion University • Ms. Jan Pace – Virginia Wesleyan College • Ms. Patricia Phillips – Eastern Shore Community College • Ms. Lois Radford – TCC- Chesapeake • Ms. Judith Robinson – Eastern Virginia Medical School • Ms. Aileen Schweitzer – Thomas Nelson Community College • Ms. Mary Sellen – Christopher Newport University • Ms. Rebecca Tabakin – ECPI College of Technology • Ms. Faye Watkins - Hampton University • Ms. Linza Weaver – Paul D. Camp Community College

5. Session Objectives • Describe purpose, development, and implementation of the assessment instrument. • Present findings representing 157 survey respondents. • Describe usage of the data in developing staff training. • Discuss application of this research within the larger context of library staff training needs assessment. • Answering the “So What” question: how does staff training improve user centered libraries?

6. Staff Training Needs Assessment • Purpose • Determine the training needs and preferences of VTC member libraries staffs • Development • Subcommittee drafted survey in Spring 2008, Committee edited Summer 2008 • Implementation • Survey opened August 2008 • Two e-mails from library directors to staff • Survey closed October 2008

7. Assessment Life Cycle • October 24, 2007 • VTC Library Director’s discussed professional development needs for library staff, particularly paraprofessionals. Task force was formed to examine the topic (Sara Baron, Faye Watkins, Linza Weaver) • February 14, 2008 • three models for paraprofessional development were presented to the library director’s group. We decided to develop a training needs survey. • Rutgers Online Library Assistant Training Program • Maryland Libraries 2.0 • VLA Paraprofessional Forum • June 2, 2008 • draft of survey distributed to all VTC library directors, discussed and modified. • August 2008 • link to survey distributed to all VTC library directors who sent to their staffs • By 9/15/08 response rate was 123

8. Assessment Life Cycle • October 2008 • preliminary data analysis, further breakdown of data requested, survey redistributed to institutions with no responses • Response rate grew to 157 by 11/10/08. • December 2008-February 2009 • data analysis continues as a group, begin to propose training programs • June 2009 • Summer 09 training program confirmed. Supervisor’s training program discussed. Executive Board plans final training proposal. • July 22, 2009 • Summer Program occurs at CNU. • August-September 2009 • Executive Board finalizes staff training proposal. • October 22, 2009 • VTC Library Directors approve training proposal and schedule.

9. Survey Invitation Greetings library staff of VTC member libraries! The VTC Library Director's Committee is interested in determining how the VTC can best respond to the training needs of our member libraries. Please complete the following survey by Friday, August 29th. It should take about 10 minutes to complete. If you have any questions about the survey, please ask your director. Thank you! http://www.regent.edu/general/library/systems/surveys/VTC/VTCSurvey.htm

10. Survey Results • The total population for the survey, library staffs at VTC libraries, was approximately 320 people. • Response rate was 157 (49%) • Responses were received from 15 of 16 institutions. Largest percentage responders: • ODU 23.1% • NSU 10.9% • CNU 9.6% • RU 9.6%

11. Survey Results Demographics • Position Type • Status • Years in Current Position • Years in Library Profession

12. Survey ResultsTraining Interest & Participation • Interest in more professional development activities (1-10 scale, 1 not at all interested, 10 very interested) • 1-3, 14, 9% • 4-7, 56, 36.1% • 8-10, 85, 54.9

13. Survey ResultsTraining Interest & Participation • Ongoing training required? • Attendance at training sessions per year:

14. Survey ResultsTraining Interest & Participation • How training currently received

15. Survey ResultsHighest interests within categories • Highest Interest Overall: Customer Service • Highest Interest within Categories • Public Service- understanding information literacy/library instruction • Technical Services- Collection Development • Technology- web research tools • Administration- marketing library services • Communication- customer service • General- overview of VIVA databases

16. Survey ResultsHighest interests by position • Highest interest by position type:Professional librarian • Public Services—Understanding information literacy/library instruction • Technical Services—Collection Assessment • Technology—Web research tools, Digital libraries (tie) • Administration—Assessment • Communication—Leadership skills • General—Grant writing • Highest interest by position type: Paraprofessional • Public Services—Understanding information literacy/library instruction • Technical Services—Cataloging skills • Technology—Web research tools • Administration—Assessment • Communication—Customer service • General—Overview of VIVA databases

17. Survey ResultsHighest interests by position • Highest interest by position type:Administrator • Public Services—Providing virtual reference services • Technical Services—Collection assessment • Technology—Digital libraries • Administration—Marketing library services; Development marketing plan; Assessment (tie) • Communication—Conflict management • General—Grant writing, Disaster planning, Diversity in the workplace (tie) • Highest interest by position type: Clerical • Public Services— Understanding information literacy/library instruction • Technical Services—Collection development; Cataloging skills (tie) • Technology—Web research tools • Administration—Budgeting/finance issues; Recruiting, training and keeping volunteers (tie) • Communication—customer service • General—Understanding yourself and others (DISC)

18. Survey ResultsTraining Preferences • Training Format • in person • online self-paced • audio conference • webinar • Training Length/Time • 1-2 hours AM • half-day AM • 1-2 hours PM • whole day • half-day PM • Training Day • Wednesday • Tuesday • Thursday • Monday • Friday • Time of Year • Summer (June/July) • Late Fall (Oct/Nov) • Early Fall (Aug/Sep) • Early Spring (Feb/Mar) • Late Spring (Apr/May) • Winter (Dec/Jan)

19. Turning Data into Staff Training • Results were shared with the VTC Library Director’s Committee Subcommittees for input- Collections, Circulation and THERL • After receiving feedback and analyzing the data, a three-tier training program was proposed. • Consortium-wide summer training on a topic of general interest, national presenter • Consortium-wide training twice a year on most requested training topics, both north and south of Hampton roads Bridge Tunnel, local expert presenters • Consortium-wide supervisor’s training utilizing national experts, VTC funded

20. Turning Data into Staff Training • Consortium-Wide “State of Libraries” on July 22, 2009 at CNU, aka “Summer Fun Day” • Speaker: George Needham, OCLC spoke on Current Trends in Libraries and Library Usage • Audience: all VTC member libraries staffs • Attendance: 50, including staff from Peninsula public libraries

21. Turning Data into Staff Training • Marketing & Advocacy 4 Libraries 2Day • January 26, 2010, 9:30-12:30, TCC Portsmouth • Marketing fair to showcase materials from VTC libraries and share ideas. • Marketing expert to discuss marketing libraries in times of transition. • Advocacy expert to discuss advocating the library in all we do. • Student panel on their communication expectations, likes and dislikes. • New Trends in Library Customer Service • June 2010 on the Peninsula

22. Turning Data into Staff Training • “Essential Skills for Library Supervisors” • Consortium-wide supervisor’s training offered by OCLC Eastern • Seeking funding through VTC

23. Library Staff Training Needs Assessment: the Big Picture • There are many opportunities nationally, regionally and online for staff training. Previous VTC Library training has been sporadic, including seminars, presentations, and audio conferences. • We hope to maximize local talent, networking, and idea sharing by offering training that meets the needs of VTC library employees- in the way they want it! • In person, 2-3 hour sessions on Wednesdays or Tuesdays and on both sides of the HRBT. • We also hope the subcommittees develop more robust participation in the development and offering of training.

24. So what? How does staff training improve user centered libraries? • Library services that are centered on users are responsive to changing information needs and expectations. • This staff training needs assessment resulted in several aspects of library service that employees feel they need help with- help to better meet the needs of their library constituencies. • The training programs offered attempt to discuss “traditional” library topics in new ways and with new voices- those of students.

25. So what? How does staff training improve user centered libraries? • By enhancing our understanding of student expectations while also developing new skills, we will improve our service to students and become more user-centered! • Using data from local assessment along with state-wide and national training opportunities maximizes professional development to meet the actual (as opposed to perceived) needs of library employees, which, ultimately, improves services and increases user satisfaction.

26. Thank you! • If you are a member of a VTC Library, please mark your calendar for January 26th! We hope to see you at the Marketing fair and training session. • The survey results and this presentation are available on the VTC Library Director’s Committee webpage: • http://www.lib.odu.edu/vtc/subcommittees.htm • Questions or Suggestions?