Sustaining our campus community: designing circulation services for today’s users

1. Sustaining our campus community: designing circulation services for today’s users Jennifer Nutefall Danny Smith

2. Outline • Creation of the Collections and Resource Sharing Department • A new vision for circulation services • Statistical trends • New initiatives • The learning curve

3. Library Reorganization • University realignment in 2009-2010 • How is a 21st century library organized to meet the needs of its community? • Outline of library realignment process • New structure in place by September 2010

4. Collections & Resource Sharing Department Steven Sowell Department Head Vacant Electronic Resources Acquisitions Manager Professional Faculty Jane Nichols Social Sciences/ Humanities Librarian Kerri Goergon-Doll Interlibrary Loan Professional Faculty Danny Smith Circ/Coll Maintenance Professional Faculty Susan Bacina Library Technician II Terri Allen Library Technician I Patrick Layton Library Technician I Bryan Feyerherm Library Technician II Laurel Kristick Collection Assessment/ Science Librarian Susan Doolittle Library Technician II Diane Kelley Library Technician II Deborah Carroll Library Technician II Jim Rankin Library Technician I Lisa Greenfield Library Technician II Cindy Skinner Library Technician III Jessee Lawhead Library Technician III Claire Semadeni Library Technician I Vacant - Librarian Vacant Library Technician III Kim Holling (24/5) Library Technician II Susan Sukontarak Library Technician I Kathy Varbel Library Technician II Andrea Wirth Geosciences/ Environmental Sciences Librarian Loretta McCaffery Library Technician II Katie Warrener Library Technician I Rima Reves *50% ILL & 50% Circ Library Technician II Kelly Holcomb (24/5) Library Technician II Marisa Reasons Library Technician III Ian Scofield Library Technician III Valerie Sterling *50% ILL & 50% Coll Maintenance Library Technician I

5. Vision for circulation • Traditional model focuses on control and limited access • New model focuses on unmediated access and self service • First step: self checkout machines

6. Reconfiguring circulation University of Arizona circulation desk Corvallis Safeway self checkout

7. Statistical Trends @ OSU

8. A few New Initiatives • ILS Updates- including overhaul of loan rules • You did what with reserves? • Pagers • Freeing materials

9. (Customer) Service Organization • “Today’s public has high expectations for customer service, whether it is shopping, visiting a ball park or going to the library. And they have unforgiveable and long memories. To continue to keep their expectations inflated and not burst, we have to realize that every interaction every time is an opportunity to be on brand or not. It requires diligence, commitment and awareness.” -Alison Circle, Columbus Metropolitan Libraries A (model of) Service

10. Self-Service Holds

11. Campus-Wide Mobile Services

12. The Learning Curve • Challenges • Solutions • Growth

13. Questions? • Contact information Jennifer.nutefall@oregonstate.edu Danny.smith@oregonstate.edu