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Off the Desk: Integrated Service Models in the Learning Commons

Off the Desk: Integrated Service Models in the Learning Commons. Jennifer Church-Duran, Frances Devlin, and Erin Ellis University of Kansas Reference Renaissance Conference August 8-10, 2010. University of Kansas. 30,000 student enrollment 2,500 faculty 7 Libraries on Lawrence campus.

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Off the Desk: Integrated Service Models in the Learning Commons

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  1. Off the Desk: Integrated Service Models in the Learning Commons Jennifer Church-Duran, Frances Devlin, and Erin Ellis University of Kansas Reference Renaissance Conference August 8-10, 2010

  2. University of Kansas • 30,000 student enrollment • 2,500 faculty • 7 Libraries on Lawrence campus

  3. “Space—whether physical or virtual—can have an impact on learning. It can bring people together; it can encourage exploration, collaboration, and discussion. Or, space can carry an unspoken message of silence and disconnectedness.” -- Diane Oblinger (Learning Spaces – Educause)

  4. Where we are headed… Creating environments to “sustain students through the complex cycles of study, reflection, absorption, academic socializing and creativity and productivity.” (Crit Stewart)

  5. Synergistic Collaborations • KU Libraries • Research and Instructional Support • Technology Training • Access Services • Student Success • KU Info • KU Writing Center • AAAC (tutoring) & Advising • Career Center • IT • Technology help and training

  6. The Learning Studio:Guiding Principles support the University's strategic goal of being a learner-centered and research-intensive institution • Learning oriented: Support academic engagement through informal learning spaces that are comfortable, open, flexible, and inviting. • Learner centered: Focuses on student needs, preferences and work patterns that removes barriers to learning and facilitates student success. • Create zoned neighborhoods for different needs • Individual/quiet study spaces • Individual and group workstation spaces • Group study and presentation spaces

  7. The Learning Studio:Guiding Principles • Flexible: Responsive to the changing needs of learners for resources and support in an open, inviting, comfortable setting. • Collaborative: Based on collaboration between or integration of different learning support areas in the university. • Community building: Provides a social gathering place for students, GTAs, faculty and staff and common point for information, technology and student services. Modeled after the University of Colorado, Boulder

  8. Service Points

  9. Service Points

  10. Merged Services

  11. Diverse Points of Contact • Blended service point for information, technology, quick reference, on-call appointments/referrals & “answering all things KU” • Greet you at the door! Concierge service • Shared core customer service competencies across partners • well trained in question-handling and making referrals • “first contact resolution” – reduce anxiety & frustration

  12. Diverse Points of Contact • Connections to other student services (writing, tutoring, advising) • Drop-in research consultation • Interactive point-of-need service to remote users (IM, text, more?) • One-on-one research help sessions by appointment • Assignment and course integrated research skills • Guides and tutorials

  13. Online Self-Service • In-Building Kiosks • KU Info • KU Writing Center • KU Tutoring Services • Ask a Librarian • Advising • University Career Center • Knowledgebases • KU Info • KU IT Knowledge base • Libguides & Tutorials

  14. KU Info- Knowledgebase

  15. KU IT Knowledgebase

  16. In-Person Service:Merging Organizational Cultures • Hiring open and motivated people with a track record in customer service • Shared training and customer service principles • Empower students to find solutions – reward effort • Sustain the students on the front line through a culture of support and mentoring

  17. Rapid Reference & Research Referral • Info Desk set up to answer quick reference questions • Research consultation office nearby for referrals • In-depth consultation with librarian

  18. Research Consultations • Extension of info desk service • Removal of the “desk” in the research process can lead to a more positive experience for the user… • Complements the Information Literacy Program

  19. “Student to Scholar: Supporting Students Through the Research and Writing Process” • Research and writing – a natural connection • Conversation – goals and purposes • Cross-training for consistency • Ensure appropriate referrals

  20. “Student to Scholar: Supporting Students Through the Research and Writing Process” • Three fall workshops for librarians (one-two planned for spring 2011) • One workshop for Writing Center staff/peer consultants • Co-revising citation help pages • Co-sponsored programming

  21. What’s Next? • In Phase I of Learning Studio • Fund-raising for Phase II • Assessment • Tie success to student retention

  22. Contact Information Jennifer Church-Duran jgisme@ku.edu Frances Devlin fadevlin@ku.edu Erin Ellis eellis@ku.edu University of Kansas, Lawrence, KS

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