1. Merging User
Support Services
Technology Help &
Library Circulation

2. Situation
• Technology Help Center focused
on faculty & staff
• Library staff constantly asked
technology questions by students
• Faculty demanding technology
help for their students
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3. Location, location, location!
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4. It’s a Plan: CIO Vision
• Technology & Library Support for
students, faculty, & staff in one place
• Single point of support for all
Information Resources Services
– One phone number
– One email
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5. Re-0rganize
• The IRSC is created
• First year: dual report
• Afterward, report to Library
Director
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6. First Conflict: Different Reporting
• Technology Help Center reports
to Academic Computing
• Circulation Services is part of
the Library
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7. Collaboration: Joint Project
Development & Planning
• Investigation of the Field
– Listservs and interviews,
articles
• Consultants
• Sharing documents with
each other
• Met with all managers,
directors and Associate
Provost
• Began meeting weekly with
the staff involved
– To create a plan
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8. Collaboration Begins
Process Processing Change
• Met weekly • Changing the service
• Identified sub groups to focus on: model
– student staffing & professional
development,
– staff professional development,
– space, and • Changing location
– What a merged organization would look
like (we needed a new name)
• Kept detailed minutes of issues, • Changing the space
concerns, tried to address them
at the meetings as they came up
• Changing the
organizational structure
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9. The Process
Big Changes Opening August 2010
• Cross training
• Reconfigured phones
and call center
procedures
• Shelving leaves the
area
• Organizational Change
(AD and lead librarian)
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10. Open for Business
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11. Work in Progress
• Attitude of ongoing
change
• Hired a lot more student
workers
• Assistant Director hired
– Stabilized job descriptions
• Staffing changes
• Change in reporting
structure
• Building in flexibility
• HelpSpot & other
support technology
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12. Celebration
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13. Ongoing Change
Changes in Year 1 +
• Classroom Loans added to
the service
• More space changes
• IRSC Advisory Team
• After hours support
– Developed Escalation
Policy
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14. Successes and ….Lessons
• Always a work in
progress
• Professional
Development and
ongoing training is
a need
• Internal & external
outreach is
important
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15. The Future
• Developing assessment
• The role of library reserves
• The impact on reference services
• More librarian involvement in circulation
procedures and module
• Documentation
• Student Worker training improvement
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16. Questions?
Amy Berg, Associate Provost for Information Resources
Gail Wood, Director of Libraries
Lisa Kahle, Director of Academic Computing Services & Classroom Media Services
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