Public Services in Special Collections · 15
ians, archivists, student assistants, and support
staff. For example, a library with one of the high-
est annual on-site patron counts (over 7,000) has 12
librarian FTEs (the second highest for that staff cat-
egory), 8 archivist FTEs (third highest for that staff
category), 8 other professional FTEs, 35 support
staff FTEs (the second highest for that staff catego-
ry), 8 graduate student assistant FTEs (the second
highest for that staff category), 39 undergraduate
student FTEs (the highest for that staff category),
and 6 other staff member FTEs (the second high-
est for that staff category). Another respondent has
one of the highest combined on- and off-site patron
counts (over 8,000), and has 7.5 librarian FTEs, 5.6
archivist FTEs, and 7.25 support staff FTEs.
Public Service Evaluation
The methods used to measure Special Collections
public service quality and/or effectiveness are pri-
marily informal. Informal feedback is used by 96%
of the respondents and 66% rely on direct observa-
tion of service transactions. Only 36% collect data
from comment/suggestion forms and only 30%
conduct patron surveys. Although exit interviews
are conducted by 19% of the libraries, more formal
evaluation methods such as focus groups or ad-
visory groups are used by only 3% of the institu-
tions.
One respondent stated that additional research
needs to be conducted to assess the impact of Special
Collections services on educational outcomes, such
as faculty and student conference presentations,
publications, faculty lectures, etc. “Often the result-
ing use of our materials is not reported back to us,”
the respondent wrote, “[making it] difficult to get
accurate measures.”
Public Services Promotion
Special Collections public services are promot-
ed and advertised primarily by Web site, word
of mouth, open houses, and flyers or brochures.
Several libraries hold special events, offer lectures,
and create exhibitions and displays to attract visi-
tors. Respondents’ comments also reveal the im-
portance of collaborating with faculty in the class-
room. Multiple respondents make presentations
to classes and/or prepare descriptions of holdings
that can be used with class syllabi. Not surprising-
ly, those libraries employing the greatest variety of
promotional methods tend to be the libraries with
higher staff levels, particularly those libraries with
more staff members who primarily provide public
services.
Changes in Public Services
The survey asked respondents to briefly describe
any significant changes in reference/public ser-
vices in the previous few years. Responses indicate
an ongoing and increasing emphasis on curricular
support, including teaching, working with faculty
to incorporate Special Collections into course syl-
labi, building class assignments around Special
Collections resources, and providing access to those
resources physically and/or digitally. Several li-
braries reported the hiring of new staff members or
the reassignment of existing staff members to han-
dle these activities. Approximately 22 respondents
pointed to a significant increase in teaching both
BI sessions and for-credit courses. One respondent,
for example, reported sixteen classes scheduled
during just one week. A few libraries also have cre-
ated new seminar/class rooms with full technolog-
ical capabilities for teaching activities.
A significant number of the respondents, ap-
proximately 35 out of 67, discussed an increase in
public programming and outreach activities, in-
cluding exhibitions, tours, and open house events.
Several libraries are concentrating on encouraging
greater use of materials by undergraduate students
and K-12 students, with the expectation that if they
engage the students early on it will lead to repeat
visits throughout their academic careers. For exam-
ple, multiple libraries participate in annual history
fairs such as those associated with National History
Day. Multiple libraries also emphasized outreach
to first-year students. Some of these libraries have
witnessed an increase in usage as a result of in-
creased outreach activities to undergraduate and
ians, archivists, student assistants, and support
staff. For example, a library with one of the high-
est annual on-site patron counts (over 7,000) has 12
librarian FTEs (the second highest for that staff cat-
egory), 8 archivist FTEs (third highest for that staff
category), 8 other professional FTEs, 35 support
staff FTEs (the second highest for that staff catego-
ry), 8 graduate student assistant FTEs (the second
highest for that staff category), 39 undergraduate
student FTEs (the highest for that staff category),
and 6 other staff member FTEs (the second high-
est for that staff category). Another respondent has
one of the highest combined on- and off-site patron
counts (over 8,000), and has 7.5 librarian FTEs, 5.6
archivist FTEs, and 7.25 support staff FTEs.
Public Service Evaluation
The methods used to measure Special Collections
public service quality and/or effectiveness are pri-
marily informal. Informal feedback is used by 96%
of the respondents and 66% rely on direct observa-
tion of service transactions. Only 36% collect data
from comment/suggestion forms and only 30%
conduct patron surveys. Although exit interviews
are conducted by 19% of the libraries, more formal
evaluation methods such as focus groups or ad-
visory groups are used by only 3% of the institu-
tions.
One respondent stated that additional research
needs to be conducted to assess the impact of Special
Collections services on educational outcomes, such
as faculty and student conference presentations,
publications, faculty lectures, etc. “Often the result-
ing use of our materials is not reported back to us,”
the respondent wrote, “[making it] difficult to get
accurate measures.”
Public Services Promotion
Special Collections public services are promot-
ed and advertised primarily by Web site, word
of mouth, open houses, and flyers or brochures.
Several libraries hold special events, offer lectures,
and create exhibitions and displays to attract visi-
tors. Respondents’ comments also reveal the im-
portance of collaborating with faculty in the class-
room. Multiple respondents make presentations
to classes and/or prepare descriptions of holdings
that can be used with class syllabi. Not surprising-
ly, those libraries employing the greatest variety of
promotional methods tend to be the libraries with
higher staff levels, particularly those libraries with
more staff members who primarily provide public
services.
Changes in Public Services
The survey asked respondents to briefly describe
any significant changes in reference/public ser-
vices in the previous few years. Responses indicate
an ongoing and increasing emphasis on curricular
support, including teaching, working with faculty
to incorporate Special Collections into course syl-
labi, building class assignments around Special
Collections resources, and providing access to those
resources physically and/or digitally. Several li-
braries reported the hiring of new staff members or
the reassignment of existing staff members to han-
dle these activities. Approximately 22 respondents
pointed to a significant increase in teaching both
BI sessions and for-credit courses. One respondent,
for example, reported sixteen classes scheduled
during just one week. A few libraries also have cre-
ated new seminar/class rooms with full technolog-
ical capabilities for teaching activities.
A significant number of the respondents, ap-
proximately 35 out of 67, discussed an increase in
public programming and outreach activities, in-
cluding exhibitions, tours, and open house events.
Several libraries are concentrating on encouraging
greater use of materials by undergraduate students
and K-12 students, with the expectation that if they
engage the students early on it will lead to repeat
visits throughout their academic careers. For exam-
ple, multiple libraries participate in annual history
fairs such as those associated with National History
Day. Multiple libraries also emphasized outreach
to first-year students. Some of these libraries have
witnessed an increase in usage as a result of in-
creased outreach activities to undergraduate and
