SPEC Kit 327: Reconfiguring Service Delivery · 117
Georgia Tech
Combined Service Area Progress
Stakeholder Involvement in Planning Process – In order to achieve buy-in from faculty and staff
in the two departments we provided opportunities to participate in discussions and workgroups
and give feedback and make recommendations.
Working Together -We realized that most people in both departments had not previously
worked together and did not understand the work of the other department. Participating
collaboratively in the discussions and workgroups provided opportunities to know each other and
to understand more about the other department’s work and culture before working together at the
CSA.
Integrated Circulation and Reference Services on 3rd shift – "Beginning fall semester 2009
Circulation and Reference integrated services at the Circulation Desk during 3rd shift hours,
from midnight to 7:30AM. This coincided with two of four 3rd shift staff members moving to
days, leaving two 3rd shift staff members. After cross-training, Heidi Lowe and Andy Blakely
have successfully offered combined Reference/Circulation/Technology during 3rd shift, an
experiment that has informed the planning of the CSA.
Training -Based on the training work group's discoveries and recommendations, three training
coordinators have been assigned: Karen Glover for circulation training, Cari Lovins for
technology training and Bing Wang for reference training. Training structures have been
developed and programs have been tested and optimized through the training of Charlie Bennett
and Jerrold Mobley for reference functions and Eric Brower and Jerrold Mobley for circulation
functions during summer 2010.
Reducing Librarian Hours at the Reference Desk by33%– So that Reference Librarians can focus
more on faculty outreach, their hours were reduced at the Reference Desk in fall 2009 from 6
hours/week to 5 and in fall 2010 from five hours/week to four. Likewise, evening librarian
coverage was reduced in fall 2009 from ending at 8PM to 7PM, and in fall 2010 to ending at 6
PM. Weekend librarian coverage was reduced in fall 2009 to six hours per day from eight.
Staffing Recommendations – the Operations /Service Model Workgroup identified the need for
four career staff on 2nd shift and three on 3rd shift for the Combined Desk. RIOS has since hired
an Information Associate I position for the understaffed 3rd shift.
Staffing Changes – There have been several changes in staff assignments. Charlie Bennett, a
Library Associate II joined RIOS after working in Circulation for many years, Library Assistant
III Eric Brower has joined Circulation after working in RIOS for many years, and Copy Services
Supervisor Richard Holland has moved from Circulation to RIOS, as their talents and work
responsibilities are a better fit in their new departments. Two Library Assistant III positions in
the former Special Formats &Maps Unit of ISD were eliminated due to a service desk
consolidation in the ISD that eliminated the Special Formats &Maps Unit. Two new positions
were created in RIOS to meet changing user expectations: an Information Associate I for the 3rd
shift at the Combined Service Desk and a Multimedia Instruction Librarian.
Georgia Tech
Combined Service Area Progress
Stakeholder Involvement in Planning Process – In order to achieve buy-in from faculty and staff
in the two departments we provided opportunities to participate in discussions and workgroups
and give feedback and make recommendations.
Working Together -We realized that most people in both departments had not previously
worked together and did not understand the work of the other department. Participating
collaboratively in the discussions and workgroups provided opportunities to know each other and
to understand more about the other department’s work and culture before working together at the
CSA.
Integrated Circulation and Reference Services on 3rd shift – "Beginning fall semester 2009
Circulation and Reference integrated services at the Circulation Desk during 3rd shift hours,
from midnight to 7:30AM. This coincided with two of four 3rd shift staff members moving to
days, leaving two 3rd shift staff members. After cross-training, Heidi Lowe and Andy Blakely
have successfully offered combined Reference/Circulation/Technology during 3rd shift, an
experiment that has informed the planning of the CSA.
Training -Based on the training work group's discoveries and recommendations, three training
coordinators have been assigned: Karen Glover for circulation training, Cari Lovins for
technology training and Bing Wang for reference training. Training structures have been
developed and programs have been tested and optimized through the training of Charlie Bennett
and Jerrold Mobley for reference functions and Eric Brower and Jerrold Mobley for circulation
functions during summer 2010.
Reducing Librarian Hours at the Reference Desk by33%– So that Reference Librarians can focus
more on faculty outreach, their hours were reduced at the Reference Desk in fall 2009 from 6
hours/week to 5 and in fall 2010 from five hours/week to four. Likewise, evening librarian
coverage was reduced in fall 2009 from ending at 8PM to 7PM, and in fall 2010 to ending at 6
PM. Weekend librarian coverage was reduced in fall 2009 to six hours per day from eight.
Staffing Recommendations – the Operations /Service Model Workgroup identified the need for
four career staff on 2nd shift and three on 3rd shift for the Combined Desk. RIOS has since hired
an Information Associate I position for the understaffed 3rd shift.
Staffing Changes – There have been several changes in staff assignments. Charlie Bennett, a
Library Associate II joined RIOS after working in Circulation for many years, Library Assistant
III Eric Brower has joined Circulation after working in RIOS for many years, and Copy Services
Supervisor Richard Holland has moved from Circulation to RIOS, as their talents and work
responsibilities are a better fit in their new departments. Two Library Assistant III positions in
the former Special Formats &Maps Unit of ISD were eliminated due to a service desk
consolidation in the ISD that eliminated the Special Formats &Maps Unit. Two new positions
were created in RIOS to meet changing user expectations: an Information Associate I for the 3rd
shift at the Combined Service Desk and a Multimedia Instruction Librarian.
