Attendees: Nicole Brown, Trina Pundurs, Fedora Gurtzman, Steve Mendoza, Patrick Shannon, Mark Marrow, Susan Powell, Susan McElrath, Neda Salem, Dave Wong, Jesse Loesberg, Beth Dupuis
Announcements:
ILL user survey 4/15-5/3 will be sent to people who have used the service this year
Bancroft user survey second week of April and July
Library web site survey of users and library staff is open now for two more weeks
Future Paths for Public Services:
Collectively we focused on discussing future aspirations for public services across our libraries and across all the user groups we serve (goals), and considering current practices/services we might take a fresh look at to consider doing differently (improvements). Attendees shared answers to two prompts:
"How might we…":
Develop a reliable way to deliver borrowed e-content to users (incl monographs, ILL)
Support guest users needs for printing and scanning
Ensure discovery and accessibility to library materials for all users
Connect with user stories better (user experience approach to better to understand how our users benefit from our services)
Help users know what IT resources are available and where (web site too)
Help users have a clear sense of what is available from our libraries (incl staff training)
Improve the first contact for users (virtual and physical), coupled with reference services and public service helping people with whatever their need is (do people at info desks know how to direct people, does web site have right pointers, referrals between places; understand there may be roadblocks to users and how to address those; incl for the general public)
Better understand who our users are and what they actually need (various populations, incl non-UCB)
Better partner with intensive research projects (get faculty buy-in, longer than one course, refreshing syllabus, tied to undergraduate discovery experiences)
Scale support for the groups of people to find the best resources and make use of the resources (particularly too much out there for undergrads, but there are many of them)
Improve the search interface on the library web site to be most effective for users (understanding if the solution is federated or broken up, looking at current analytics to understand how being used now, library staff might know current interface but not necessarily users)
Make our services more sustainable (consistency of service levels, services, policies, hours) and predictable to users
Create spaces that are intuitive, easy to navigate, safe, and welcoming for users
Create more meaningful and more impactful experience for student employees
Develop a body of students to help pilot new ideas
Integrate ILL more with selectors work to connect with research needs and build relationships with people in libraries in other countries (to get more content)
Create a culture of inclusion (wide range of services across wide range of people)
Better educate users about the materials in our collections and how to use them (esp students to know what is available)
Enhance access to resources to help users when staff not present (scanning, printing)
Create a sense of hospitality (less needless referrals); each place welcoming them
Improve public service/reference hours across the libraries (consider holistic picture across all our libraries; consider extended hours to range of users)
Better connect users to the resources they need
Better support researchers and their research labs (with RIT, more connected/proactive)
Focus expectations for instructors about what we provide (very different across liaisons, more clarity for instructors and for librarians, incl what we offer)
Improve readability and accessibility of all library web sites
Better prepare library staff to provide excellent public service (training, etc)
"I'd like us to review…":
Our hours (as they relate to the people counter data)
LibGuides (to ensure content is current and accurate)
Technology (to reduce staff and user troubleshooting time)
Exhibits and loans (evaluate how much impact for the time spent)
Printing for public users (to avoid the need for them to purchase guest cards)
IT support guidelines for reporting issues (understanding CSS and LIT help desks)
Reference services (virtual, physical, email) - who, what, when, where, why
Dual boot Macs (amount of time spent to manage, might be just Macs)
Records for e-resources in SFX (need these also be included in OskiCat)
Access policies (can these be more consistent for users across our locations)
Baker service charges for faculty (can we find a new way to fund this)
ACTION: Beth will use these initial ideas to consider future conversations and actions to discuss further with PSC and the Library overall.