2016 Conference

Back to Basics: Diving Deep into Patron Service and Public Services

Save the Date: November 11, 2016

Conference Home | Registration | Directions | Hotel

This year’s conference will be held in Midwest City, Oklahoma on the Rose State College campus.

This year’s conference will feature Arta Kabashi.

Arta Kabashi

Arta currently works as a Customer Experience Training and Consulting Partner at ProQuest. She specializes in providing consulting services to librarians regarding ProQuest’s collection portfolio in history, business, k-12 and  government resources. Additionally she consults on library topics covering library workflows, library management, and ebook content and delivery platforms. Arta studied at the University of North Texas, earning her M.S. in Library Science where she is also completing doctoral studies toward a Ph.D. in Information Science. Previously, she earned an M.A. in History from Texas Tech University and a B.A. in History from Harding University.

Conference Schedule

9:00 AM – 9:30 AM Registration/Breakfast
9:30 AM – 10:00 AM Welcome & Announcements
10:00 AM – 11:00 AM Keynote Speaker: Arta Kabashi
11:00 AM – 11:10 AM Break/Switch Rooms
11:10 AM – 12:00 PM Breakout Presentations (Block 1)
12:00 PM – 1:10 PM Lunch – Baked Potato Bar & Salad
1:10 PM – 2:00 PM Breakout Presentations (Block 2)
2:00 PM – 2:10 PM Break/Switch Rooms
2:10 PM – 3:00 PM Breakout Presentations (Block 3)
3:00 PM – 3:10 PM Break/Switch Rooms
3:10 PM – 3:40 PM Lightning Presentations
3:40 PM – 4:00 PM Wrap Up/Prizes/Awards

Breakout Presentations Block 1:
Room 110
The Game has Changed, but the Players are the Same. Adopting new training techniques for evolving student employee roles. Presented by: Whitney Vitale, Charles Austin, & Shannon Garde from Oklahoma State University.

As the roles of academic librarians and staff evolve to keep up with the 21st century library, student employee expectations and responsibilities are also expanding. To help students meet these new demands, student supervisors must reach out of their comfort zones and implement new training styles and techniques. The Access Service department at Edmon Low Library has undergone a dramatic and rapid evolution. There have been increases in customer service responsibilities as well as the adoption of a tiered reference system. As student employees have taken on these challenges they have become the de facto face of the library. At the same time, student employees in the library’s new Creative Studios have had to keep up with an ever-expanding collection of new and emerging technology, including 3-D printing, Go-Pros, audio recording equipment and even telescopes. In this session, three members of the Access Services Department will discuss their out-of-the-box training techniques that they have implemented to prepare student employees for their new responsibilities. Training methods discussed will include leadership training for student supervisors, “technology bootcamp” and an interdepartmental “Library Public Service 101” class.

Room 111
Mentoring the Millennials: Initial survey findings.  Presented by: Stewart Brower from the University of Oklahoma, Tulsa Campus.

The Millennial generation have been our students and now are becoming our peers. As these new librarians join our ranks, the role of professional mentorship may need to be reconsidered, perhaps even redefined, to better meet their needs. Results from a pilot survey of Millennial librarians will be presented, examining their expectations of mentors. We will examine formal vs informal forms of mentoring, communications between mentors and proteges, and what Millennial librarians’ expectations are about mentorship in the workplace.

Breakout Presentations Block 2

Room 110
The Patron Side of Interlibrary Loan: Discussing ILL in the Classroom.  Presented by Karl G. Siewert from Northeastern State University.

It’s easy to think of Interlibrary Loan as something that happens behind the scenes, with patron interaction mediated by software and online forms. As a librarian with experience in both face-to-face bibliographic instruction and ILL, Mr. Siewert will discuss how to talk about ILL with students in an engaging way, how to demystify the process, and how to market your ILL service to your library’s patron community.

Room 111
A New Twist on an Old Classic: Teaching Reference Service to Student Assistants? Presented by Calantha Tillotson & Natalie Mahan from East Central University.

Have you considered putting student assistants at your reference desk? If this is a change that could be beneficial to your library, what’s your hesitation? Maybe the thought of having to train your students is discouraging you. It was a daunting prospect for us as well. Training students for reference service may not be as controversial a decision as it once was, but there is still a conspicuous lack of literature on how to actually do it. When Linscheid Library decided to take the plunge, we recognized that the best way out was through. Realizing that our existing training model would not support such an important paradigm shift, we created a reference training program from scratch. In this presentation, we’ll share our new reference training program with you, including the process we took in making it, what worked for us, and what didn’t.

There are unique challenges in training student assistants for reference work compared with training librarians or staff. Students have busy schedules that pull them in different directions, budgets for student assistants are limited, and training multiple students at the same time is a possibility. This presentation will address how we handled these challenges. We will also describe each step of the training process, from identifying training objectives, to designing lessons and activities, to the training experience itself, to ongoing performance evaluation.

If you’ve ever considered training students for reference work, join us for this presentation and see if our experience can shed some light on the way forward.

Breakout Presentations Block 3

Room 110
What Do They Want? Learning About Patron Questions with Google Forms.  Presented by Jennifer Tatum from Oklahoma State University Institute of Technology.

Tracking patrons’ questions is an ongoing struggle. For those libraries who can’t afford to purchase a tracking program, Google Forms can be extremely helpful. This presentation will show how OSUIT uses Google Forms and Excel to track, analyze and present information about reference interactions for a better understanding of our patrons’ needs with minimal banging of heads on desks and walls.

Room 111
Archives in Action: What Kind of Animal is It?  Presented by Frederic Murray & Phillip Fitzsimmons from Southwestern Oklahoma State University.

The opportunities to strengthen our relevance and center our value to our campus communities has never been stronger. The rise of digital publishing and scholarly communication as issues in academic librarianship and university life are both lively and multifaceted. There are many faculty and students on our campuses who are publishing in the digital environment, either through the mechanisms of traditional peer-reviewed journals, web publication, and even posting paper and ink. These university publications, until recently, have existed in most part as fragmented and disconnected coalitions, but with the rise of digital archive platforms publishing has come back to the library. The ability to create an umbrella for scholarly and creative work produced on our campuses is now an ascendant reality, and is bringing new patrons into the library. It is the process of discovery for these works, and the metrics that go along with these processes, that is creating a space for libraries to assume a central role in the scholarly conversation that is higher education.

In our presentation we will highlight the work being done at the Al Harris Library in relation to three very different types of journals being published on our campus at SWOSU. We have created new service models to expand the range and presence of the library for these university patrons. In a historical sense publishing manuscripts was once central to libraries, getting back to basics, we are doing so again.

Lightning Presentations (3:10 PM – 3:40 PM)

3:10 PM – 3:15 PM
Rethinking Reference: Meeting Students Where They’re At. Presented by Erin Ridgeway from Southwestern Oklahoma State University.

With the increase in the amount of online courses, heavier use of mobile technology, and the growing Embedded Librarian Program, students are changing the way they use SWOSU Libraries. In addition, the active Library Instruction Program brought students in who sought specific librarians for research help. Librarians noticed this shift, which coincided with the dwindling use of the Reference Desk. SWOSU Libraries felt the need to evaluate the Reference Services that were offered and transition to a new Reference model. The necessity of meeting students where they were at, was integral in the decision to adopt new services. This new model was achieved in two different ways. The Embedded Librarian and Instruction Program created a significant spike in Reference questions through the University’s Learning Management System (LMS). The Reference questions came from both on- and off-campus students, which caused the decline in the need for assistance at the Reference Desk. This program was formally adopted and all Librarians were encouraged to provide online research help through the LMS. The physical Reference Desk was removed and Research Consultations were introduced, allowing students to make appointments that were convenient for them, but still receive face-to-face help. This provided the opportunity for students to develop deeper relationships with the librarians that were familiar with their assignments and research topics, without the interruptions that typically come with a Reference Desk. With these changes came the need for new policies, forms, and training for Librarians, Staff, and Student Employees.

3:18 PM – 3:23 PM
Revamping a Monthly Staff Training Program to Provide Consistent Quality Library Service.  Presented by April J. Schweikhard, Toni Hoberecht, & Kati Prentice from the University of Oklahoma, Tulsa Campus.

Consistently providing quality and customer-focused service to all library users hinges on the training of library staff; however, scheduling training during periods when all staff members can attend while also keeping the library operational is a challenge. To enhance the library’s staff training program, and thus enhance the service we provide to our users, the University of Oklahoma-Tulsa Schusterman Library launched a revamped online monthly staff training series in 2016. All library staff from graduate assistants to the Library Director are required to complete each month’s training. Training topics range from reference resources to specific library procedures and consist of a short online tutorials followed by a few comprehension questions. In this lightning session, we will overview the design and implementation of the Schusterman Library’s staff training program and share our initial observations about its success.

3:26 PM – 3:31 PM
They’re Sitting Where? Presented by Jennifer Tatum from Oklahoma State University Institute of Technology.

OSUIT has gone through a 2-year process of updating furniture for the library. This quick presentation will review some of the products purchased and features for those who may be considering future purchases.

3:34 PM – 3:39 PM
We not only check out books. Presented by Wensheng Wang from Cameron University

As the library enters the e-age, our library has offered more items to check out other than books to meet the needs of our patrons. The quick presentation will talk about what items selected for circulation, their policies and procedures, problems and solutions.