Now showing items 99-118 of 144

    • Re-thinking Access Polices & Service Image on an Open Campus 

      Graves, Jeremiah (Georgia Institute of Technology, 2015-11)
      The culture of MIT places a high value on openness and collaboration. Access to the MIT Libraries must therefore balance the Libraries’ core mission to support the advancement of learning and research with MIT’s culture ...
    • Re-thinking Customer Service Training: A Curricular Solution to a Familiar Problem 

      Epps, Sharon; Sayles, Sheridan; Kidd, Judi; Negro, Toni (Georgia Institute of Technology, 2014-11)
      The University of Maryland Libraries took on the challenging task of creating a customer service training curriculum for all staff working at public service points by offering an online course complete with digital badges, ...
    • Reorganization and ILL : Supporting Staff Through Growth and Transition 

      Abashian, Nancy; Perez, Melissa (Georgia Institute of Technology, 2015-11)
      Interlibrary loan services at Binghamton University were always good-in a run of the mill sort of way. A shift in organization and the addition of a new Resource Sharing Coordinator Librarian illuminated several areas with ...
    • Reserve (R)Evolution: The Hows and Whys 

      Dunkley, Joy (Georgia Institute of Technology, 2012-11)
      The advantages and disadvantages of a unique textbook program at BMCC which has been in place for over thirty years. With a student body of over 24,000 students (mostly of non-traditional, international and lower income), ...
    • Revitalizing Customer Service through Student Leadership 

      Bolinger, David; Little, Micquel (Georgia Institute of Technology, 2015-11)
      The Claremont Colleges' Library User Services team organized and implemented a library wide student worker program, utilizing leadership techniques focused on the value of our student team members. We targeted our user-centered ...
    • Seamless Order to Delivery: Integrating Processes for a Frustration-free User Experience 

      Schreiner, Pete; Thompson, Sydney (Georgia Institute of Technology, 2017-11-17)
    • Selecting, implementing, and using RFID in an academic library 

      Downey, Catherine Jannik (Georgia Institute of Technology, 2010-11)
      Georgia Gwinnett College (GGC) Library has decided to use radio frequency identification (RFID) to secure and inventory its collection in its new building opening Fall 2010. This presentation will cover how and why that ...
    • Selling the Library from Access Services Desk 

      Fu, Li (Georgia Institute of Technology, 2013-11)
      The access department in University of San Diego (USD) has a unique name: Access & Outreach Services (AOS) - it handles not only traditional responsibilities such as Circulation, ILL, Reserves, but also outreach to those ...
    • The Service Excellence Initiative: A New Approach to Customer Service 

      Ryckman, Eileen; Caesar, Deborah; Rupp, Eric; Sweetman, Kimberly (Georgia Institute of Technology, 2010-11)
      With the pressures of changing technologies and patron expectations the need to stay viable as a service provider is impacting even Academic libraries who have traditionally had a built in patron base. Aware of these ...
    • The Space Is a Service, Too : Library Commons & Access Services 

      Bennett, Charlie (Georgia Institute of Technology, 2009-11-12)
      What happens when an access services department has to run an information commons? This presentation will describe the transformation of the Georgia Tech Library's Circulation department when they became the service desk ...
    • Splitting Up Circulation - Maximizing the customer and employee satisfaction 

      Chaffin, Ted; Schoonover, Dan (Georgia Institute of Technology, 2011-11)
      Learn how the Florida State University Libraries have broken apart a formerly large scale traditional model of Access Services into it's distinct components, and how this has increased productivity, reduced staffing, ...
    • Steal This Presentation! (Yale University Library's Experiment with E-Reserves and Copyright) 

      McCaslin, David (Georgia Institute of Technology, 2010-11)
      Prior to the 2009-2010 academic year, Yale University Library appointed a committee of Access Services Librarians and Managers to review then current e-reserve workflow and copyright guidelines in hopes a new workflow and ...
    • Student Assistants > Student Employees 

      Helms, Conrad (Georgia Institute of Technology, 2011-11)
      This presentation describes the process of hiring students for supervisory positions in the circulation department at a small academic library. We will discuss the entire process from creating a job ad to offering the ...
    • Student Library Use Data and Class Standing 

      Sneed, Thomas; Walsh, Felicity (Georgia Institute of Technology, 2014-11)
      Budgets are tight at academic institutions everywhere and this can affect library budgets. This year, MacMillan Library had harvested and combined data on student GPAs, library circulation data and gate entrance data to ...
    • Student Worker Management Panel Discussion 

      Hughes, Jennifer H.; Lewis, Michelle M.; Brown, Lee; Herfel, Stephanie Dawn (Georgia Institute of Technology, 2009-11-13)
      This panel discussion will focus on successful methods of managing student workers in an academic library. Jennifer Hughes, Head of Access Services, Michelle Lewis, Circulation Supervisor, and Lee Brown, Assistant ...
    • Superior Customer Service@ the Library: Refreshed, Renewed and Restored 

      Hargett, Dorothy (Georgia Institute of Technology, 2015-11)
      Let’s get radical about Customer Service at the Library. “When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.” Experience a renewal of ideas, and a refreshingly ...
    • System Migration – Lessons learned from a migration implemented in under 12 months 

      Walsh, Felicity; Boucher, Amy (Georgia Institute of Technology, 2012-11)
      In person presentation with Powerpoint slides and paper handouts describing the “how we did it” of an ILS switchover at Emory and a discussion section for any schools who might be considering such a switchover.
    • Take back the library!: Managing student unrest in the library 

      Lawson, Nicole; Troy, Sarah (Georgia Institute of Technology, 2011-11)
      In the fall of 2009 major cuts in state funding prompted tuition increases of an unprecedented 30%. The same cuts forced the UC Santa Cruz Library to reduce open hours from 190 to 134 per week. With students feeling ...
    • Taking Stock Pays Dividends: A Painless Inventory will Promote the Library’s Image 

      Robinson, Shannon Marie (Georgia Institute of Technology, 2012-11)
      Collection development and staff time required for cataloging are major investments for any library. Conducting an inventory is a simple, cost-effective method of maximizing these investments while boosting public perception ...
    • Tapping into the User Experience: Simple Techniques to Learn about User Library Needs 

      Doshi, Ameet (Georgia Institute of Technology, 2010-11)
      Many libraries do not possess the resources to implement large-scale survey tools such as LibQUAL. However, it is still possible to assess user needs within a budget. During this presentation, Ameet will discuss simple ...