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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 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
“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)
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)
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
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
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
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
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
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
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
Rapid Reference & Research Referral • Info Desk set up to answer quick reference questions • Research consultation office nearby for referrals • In-depth consultation with librarian
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
“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
“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
What’s Next? • In Phase I of Learning Studio • Fund-raising for Phase II • Assessment • Tie success to student retention
Contact Information Jennifer Church-Duran jgisme@ku.edu Frances Devlin fadevlin@ku.edu Erin Ellis eellis@ku.edu University of Kansas, Lawrence, KS