Off the Desk: Integrated Service Models in the Learning CommonsOff the Desk: Integrated Service

Models in the Learning Commons

Jennifer Church-Duran, Frances Devlin, and Erin Ellis

University of KansasReference Renaissance Conference

August 8-10, 2010

Jennifer Church-Duran, Frances Devlin, and Erin Ellis

University of KansasReference Renaissance Conference

August 8-10, 2010

University of KansasUniversity of Kansas

•30,000 student enrollment•2,500 faculty•7 Libraries on Lawrence campus

•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)

“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)

Creating environments to “sustain students through

the complex cycles of study, reflection, absorption,

academic socializing and creativity and productivity.”

(Crit Stewart)

Creating environments to “sustain students through

the complex cycles of study, reflection, absorption,

academic socializing and creativity and productivity.”

(Crit Stewart)

Where we are headed…Where we are headed…

Synergistic CollaborationsSynergistic 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

• 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

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

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

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

• 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

The Learning Studio:Guiding Principles

The Learning Studio:Guiding Principles

Service Points

Service Points

Merged Services

Diverse Points of ContactDiverse 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

• 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 ContactDiverse 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

• 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-ServiceOnline 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-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

KU Info- KnowledgebaseKU Info- Knowledgebase

KU IT KnowledgebaseKU IT Knowledgebase

In-Person Service:Merging Organizational Cultures

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

• 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 ReferralRapid Reference & Research Referral

• Info Desk set up to answer quick reference questions

• Research consultation office nearby for referrals

• In-depth consultation with librarian

• Info Desk set up to answer quick reference questions

• Research consultation office nearby for referrals

• In-depth consultation with librarian

Research ConsultationsResearch 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

• 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”“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

• 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”

“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

• 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?What’s Next?

• In Phase I of Learning Studio

• Fund-raising for Phase II

• Assessment

• Tie success to student retention

• In Phase I of Learning Studio

• Fund-raising for Phase II

• Assessment

• Tie success to student retention

Contact InformationContact Information

Jennifer Church-Duran jgisme@ku.edu

Frances Devlin fadevlin@ku.edu

Erin Ellis eellis@ku.edu

University of Kansas, Lawrence, KS

Jennifer Church-Duran jgisme@ku.edu

Frances Devlin fadevlin@ku.edu

Erin Ellis eellis@ku.edu

University of Kansas, Lawrence, KS