ACRL/NEC Access Services Interest Group: Programs

Workshop on Copyright Law with Arlene Bielefield, MLS, JD

May 17, 2002 Friday 9am-3pm

College of the Holy Cross
Hogan Campus Center
Worcester, Ma.

Thursday, November 13, 2003
10:00 am - 2:00 pm
Northern location: Dartmouth College, Hanover, NH
Southern location: Trinity College, Hartford, CT

The program...

It provided an opportunity for active sharing by Access Services staff, both professionals and paraprofessionals, about a variety of current topics. To make the program more accessible across the entire New England region, it was held in two locations concurrently.

The program consisted of three 45-minute interactive discussions with other program participants. Different topics were discussed at different tables during each period. Several popular topics were offered at two different times to accommodate the number of people signed up. Thus, at a minimum, each participant was able to discuss three topics during the day. Each table had a moderator and scribe to record the discussion.

The program was free of charge.

Table Topics & Discussion Summaries:

Trinity College (Southern location) Table Topics:

Circulation/Reference Overlap

Group 1
Topics:
- Circulation desks/staff frequently get Reference questions after Reference closes. Circulation staff does not answer pure Reference questions, only directional.
- Reference staff frequently giving out wrong information in response to Circulation questions received at Reference desk. Creates confusion for customer.
- Library reported that Reference staff was training Circulation students. This was not a good idea because of poor or incorrect information. Circulation desk staff is students only at night and Reference not staffed at all.
- Other libraries reported that Circulation and Reference do not answer other area's questions.
- Physical location of each area was significant, e.g. how far apart each area is. Can you see one area from the other? Can customers easily spot each area?
- General thoughts:
  - Reference should refer Circulation questions to Circulation rather than give incorrect information.
  - Circulation functions are more complex than the general perception, e.g. Circulation does much more than just check out books.
  - Cannot staff Circulation desk with just students because of security issues, cash receipts, bad information given to customers and no continuity without staff.
  - No reference staff on weekends creates large problems for circulation staff. Non-resident campuses have many walk in users that requires reference staffing.
Group 2
Topics:
- How far Circulation staff should answer reference questions while no coverage in Reference area.
- How people train Circulation staff or student workers to answer reference questions in the absence of reference librarians. Do any libraries use any software or Pre-Asked-Questions to help students answer Reference questions?
- Do you think Circulation jobs are expanding?
- General responses:
  - At Wesleyan University Circulation students are not encouraged to answer reference questions. It is recommended to refer to the reference desk. However, students are allowed to answer simple questions if they are absolutely sure of the questions/ answers.
  - CCSU has reference staff available all hours that the library is open. Their system (Innovative) is user friendly so that patrons can do all they need to do for themselves. They rarely get "how-to-do" reference questions at the circulation desk.
  - Tufts is covered by staff up to 9pm and relies on student workers from 9pm to closing. Staff should fully cover all open hours at the reference desks. Otherwise extensive student training is required at the circulation desks.
  - Pine Manor College has reference desk coverage during all hours. Evening and weekend reference staff supervise circulation students evening/weekend hours. Students try to answer reference questions even though reference assistance is available.
  - Notheastern requires frosh student orientation for the library, which is handled by Reference. It does help students understand the library functions.
  - UConn Law School Reference assistance is not available many evening/ weekend hours; feels that Circulation must answer reference questions instead of turning patrons away.
  - Many people wear many different hats in the libraries whether it is Reference or Circulation area.

E-Reserves

2 currently use III (Innovative Interfaces, Inc.) E-Reserves module
1 currently uses Docutek's ERes system
1 currently uses Web CT
3 do not currently provide electronic reserves, but are looking into the different options available

Media management - not recommended for scanning software. Prefer Adobe 5.
Decent reports - can get statistics on course and individual item usage counts.
Provides copyright tracking.
Faculty like it and are coming back to the library to post items on electronic reserves instead of on their BlackBoard courses.

Stand-alone, web based system.
Recommend the Adobe 5 scanning software as well.
Decent reports - can get statistics on course and individual item usage counts.
Provides copyright tracking.
Faculty like it.

Works okay for posting documents, but it is an online course software and is not tailored specifically for electronic reserves.
Can get statistics on course access.
Can not get usage statistics on individual items. A suggestion was made that someone in that college's IT department might be able to write a script or program that could gather this information.

No one was actively using the Voyager module, but several libraries have had demos. Those who had said it was somewhat cumbersome and hard to use.

Everyone agreed that the smaller the PDF file size the better. File size effects the server (amount of space taken up on it), download time for students trying to open the file, and printing time.
Adobe 5 has a distiller feature to help minimize file size.
Scanning in Black and White versus Color also reduces file size.

Email announcements to the faculty and students.
Posters and/or brochures in the library.
Have your student workers spread the word to their friends, instructors, and classmates.

ILL/Document Delivery Issues

Group 1
CCAR (Connecticut regional courier service)
CCAR is still an issue for the academic libraries of Connecticut. One library was suddenly dropped off the schedule so that if they want to send an item through CCAR, they have to call ahead to arrange a pickup. Two of the other academic libraries only use CCAR for returns. Only one of the academic library's present has seen a marked improvement since the partial privatization in June 2003.
Bookrate can take weeks to arrive, even for delivery in the same state. Some states are slower than others, among them Massachusetts and Rhode Island.

Due to the library's specialization they do not lend too many returnables, with the exception of older editions requested by law firms which need to know the history of thought at the time of an incident, not necessarily the most current views. The majority of their service is for non-returnables for which they charge a fee. The librarian's position is one example of a position funded by these funds, not by the state.

All four academic librarians bemoaned their colleagues across the country that have Ariel but repeatedly use the mail to send articles. Most of the libraries present provide scanned articles and will only mail if it is a tight binding or if the article must be copied at a departmental library which will not allow the journal to leave the building and does not have a scanner.

Load Levels: One library processes between 40-178 requests daily in lending, much more in borrowing. Their numbers are lower because they do charge. They have 3 FTE. One of their scanners cannot use the thumb erase option or it will erase 1/4 of the document, so there are documents shipped with thumbs.
Overhead scanners are faster and provide better quality.

One library checks all articles scanned articles before shipping.

Document Delivery: The special library and one academic library provide document delivery of materials owned by their library. The charges range from $3.50 to $5 for a pull and scan service.

Online requesting: Two institutions only accept online ILL requests. Though one institution did find that some students shy away from online requesting. This could be an income issue; poor students have had less access to and experience with computers.

ILL Management Software: One library uses Docline. There are issues with the large variety of management programs available; they don't always interact together. Stats and billing have to be taken in a variety of ways. The specialized library has to enter billing information for law firms and some public libraries individually and it is time-consuming, since the systems do not work together seamlessly. Public libraries sometimes send requests by fax and don't always include their address and phone number. This causes major headaches. They have also purchased Endeavor ILL module but they cannot use it, since it will not work with one half of the ILL operation.

SFX is used at one library by patrons to request articles directly from databases but has trouble transferring information into their management software. Citations so not transmit in their complete form. This occurs at one of the other libraries, though with completely different software.
Group 2:
Group 2 touched on many of the same topics as Group 1. The CCAR issue immediately came to the front, since there were three CT librarians there. There was one new ILL librarian in the group, so we answered any specific questions that she had and talked about each of the libraries and the types of software that we use.
One new trend that was highlighted, with the end of RLIN, all the libraries have noticed an increase in lending requests from the former RLIN libraries.

The question was asked if any libraries strip patron information from their archived ILL records in response to the Patriot Act. There is a module available for Clio libraries, but it is not known if there is one for ILLiad. The question was asked about what date to start stripping, since some patrons do come back and ask for information on what they had asked for in previous semesters. It was suggested that the question be posted to the Clio listserv. Most of the major library catalog vendors have this as on option for regular circulation records. The libraries in this group all have this turned on.

The circulation of books with CD Roms was posed. Two of the four libraries do not circulate CD Roms, one library will if asked. Another library will conditional the borrowing library to see if they want the CD Rom. The fourth library circulates the CD Rom with the book.

Services to Distance Learners

On these visits, she brings her laptop and projector. The sessions can last anywhere from 2 to 8 hours depending on the topics covered. In some cases, the sites will have internet access, so the librarian can have database access. Otherwise, instruction is done through PowerPoint presentations. The library offers a toll free number and email online request form for reference help.

This patron type receives an extra week that is built into their loan period to allow for shipping and renewals can be requested either online through their catalog or by calling the toll free number. These students do get the full compliment of services that an onsite student would receive, including interlibrary loan. When shipping, the library sends the books in a jiffy bag with the library's name and address on it. Then, they slip a manilla envelope over that with the patron's name and address. The packaging materials and shipping labels are provided by the library, all the patron needs to do when returning the item is take it to the post office and pay for return postage.

Library student workers help out either in Circulation or ILL as needed. So far this year, the librarian has made eight site visits. The Access Services Librarian tracks statistics for off-site students' Reference questions that are handled through her department. The Reference Department tracks statistics for the questions that they handle. The Reference Department does not distinguish between onsite and off-site students. The volume of circulation for the off-site students is increasing every year. They are currently not comparing that statistic to regular circulation. They use Serials Solution to email links for full text articles. Currently, the librarian has no time to write online tutorials, but does this as needed.

Another institution from CT, SCSU has some online programs, including the MLIS. They currently have online tutorials, they send articles and they grant database access to off site students. They are currently in the process of adding a Distance Education Librarian, so they anticipate the need to increase at that time.

Tufts, Fletcher School has an international program that uses distance learning. They have just started sending physical materials.

Northeastern has two satellite campuses that they supply materials for.

All of the attendees use on-campus proxy servers except one, which contracts their off-campus database authentication through Obvia. One institution raised a question about the server timing out when downloading large PDF files. The school with this problem does not have a systems staff that supports proxy servers. The problem may be with the firewalls or timeout settings. EZ Proxy was mentioned as a possibility. When the file is too large, the librarian will put the file on E-Res so that the timing-out will not be a problem. They also post some documents electronically using E-Res for some off-site instructors. Most online instructors use Blackboard to post their materials.

Stack Maintenance

The main discussion was about reshelving quality. We discussed various aspects, including:

Training: We discussed ways to train reshelvers in LC classification: LC Easy (software program is good), index cards, pretend shelf of books made of wood blocks.
Checking quality: Sterling Library at Yale has a sophisticated system. As books are shelved, the go on shelf spine up with a flag sticking out. (Flag has shelver number on it.) Regular staff and some experienced students then check all reshelving within 24 hours and push books up into right position. They note problems by type to improve training. They use results to determine quality of casual staff. Their error rate is 1.9%. There is less need for shelf reading with this system.
Special techniques: use color coding on books and shelves for high use areas that are often out of order (ex. QA). Color coding makes it easy to see if books are in wrong location.
Shelfreading: most everyone hates to do it. Keep it to 1 hour maximum per shift.
Sorting areas: really helps to organize books before loading on trucks.
Staffing: Motivation is an issue. Some libraries take students from circ desk to have them shelve.
Book labels: Automated labels provide greater consistency, fewer labeling errors.

Staff and Student Recruitment, Training, and Development

Motivation Techniques
- Create pleasant employment environment.
- Express appreciation for work they do.
- Provide treats and parties throughout semester.
- Bulletin board with staff pictures and highlighting students who emulate a particular characteristic.
Student Responsibility for shifts and Discipline
- Three strikes you're out!!
- Provide phone and email list at beginning of semester.
- How do you get students to find their own replacements if they cannot come to work?
- Confront and provide "corrective teaching" (Corrective teaching is confronting wrong choice and discussing appropriate choice for similar situations in the future. The student actually is asked to articulate correct thinking process and action for future.)
- Keep records for student workers on a shared drive- all permanent staff must report absences, tardiness, etc. in these records.
On-going training
- Training manuals. Keep up to date.
- Divide staff into groups of 5 who report to one professional who is responsible for their training.
- Blackboard course site
- PowerPoint slides
- Consistency
- Check Lists
- Quiz on training after 6 weeks and review as needed.
More Thoughts on Training:
Some libraries have established training programs for new student workers. Training manuals are essential and allow students the opportunity to review their job responsibilities. Checklists are also a good way to review the basics of the job. Manuals/checklists can be in paper form, on the Internet, or on a Web service like Blackboard or WebCt. More experienced student workers are good at training new library student workers.

Students should be hired for a minimum of 7 hours per week in order to provide them with adequate training and mastery of the job. One person
requires that their student workers to work at least 2 hours during the day, 2 hours during the evening and 2 hours during the weekend.

Mandatory meetings (several times a year) also keep everyone informed and up-to-date with changes and issues.

Maintain a board of photographs with student pictures. Gives them a sense of belonging and students get to know each other, even if it's just through a picture. Each semester students are given a list of the names, phone numbers, and e-mail addresses of all student workers.

Retention
- Problem: Wages not competitive enough.
- Problem: Circulation Dept. is often the starting point for staff, who then move to other departments.
- Flexibility with students on their shifts
- How do you deal with cuts in the Work-Study program? - Some students have volunteered to help out once cut from the Work-Study program.
More Thoughts on Retention:
Once you've hired and trained student workers, the next major goal is to keep good workers. In libraries that can be a dilemma since we're constrained by our library budgets. We can not easily give raises or provide any employee benefits to student workers. Students can make more money working at Burger King or Pizza Hut, so it's easy for them to leave library employment.
How do we keep good students and provide non-monetary incentives to retain them?
1. Have a good working environment and show appreciation for their work.
2. Give them the hours that they can work & give them priority in selecting their work hours.
3. Parties, food, baked goods, candy, small tokens of appreciation.
4. Establish different pay levels and advance them up these levels as they master and expand their responsibilities.
5. Recognize excellent workers with a "student employee of the week or month" citation.
6. Some libraries hire high school students or casual workers to assist them with shelving and shelfreading assignments.
Students, as employees, should take their library work seriously. Many libraries require students to find substitutes if they're not available to work. Many also apply the "three strikes and you're out" rule to students who don't show up or don't find replacements.

Student Compensation Issues
- Students complain that they do not get paid enough:
- Emphasize that they are getting valuable work experience and training in how to use library resources.
- Investigate possibility of providing step increases in pay.
- Praise good performance.
- Cultivate team atmosphere/spirit. Work together as a team.
Communication
- Email reminders on various issues.
- Newsletters (one idea is to attach it to paycheck)
- Communication notebook includes issues or problems that have come up so there is a place to look for answers to questions that have already been resolved.
- Students shifts divided so they have to work with supervisor at least one shift a week. Example:
  - 2 hours before 5:00p.m.
  - 2 hours after 5:00p.m.
  - 2 hours on the weekend
- Mandatory staff meetings
- Poll students to see what would be the best time
- Provide 2 different meeting times to accommodate T/Th or MWF schedules

Dartmouth College (Northern location) Table Topics:

Circulating Laptops and Media Equipment

Group 1
USM circulates media equipment. Demand is increasing and they are investigating options:
- Only once a week per patron
- No III booking yet.
- Open to students and faculty – students use service more – 3 day loans
Rivier College uses the booking module from III. Works well for laptops and other media equipment. Sets date and time for loan and that defines the loan period.
Other Colleges circulate 8 laptops, but for in library use only.
Circulates to faculty for 1 week
Don’t use booking, and it is sometimes hard to make sure you have equipment on hand for reservation.

Equipment accessories can come up missing, if there is no inventory list to check upon return (lenses cap, cords, straps, etc.). Check list used at both check in and out.

How do you protect software? “Deep Freeze” program that reformats computer on shut down.

USM Equipment support through computing services. Library doesn’t always get the highest priority. Colby-Sawyer doesn’t have that problem because IT is part of the library.
Do you limit individual patron use?
Keene just started with 16 laptops for students – in library use only. $10/hour overdue charge. Dealing with inexperienced users jamming drives and not doing well exchanging components (CD vs Disk).

Laptops as supplement to computer labs. Wireless network has expanded student laptop use – (computers owned by students). Would laptop circulation especially for “in library only” go down if more library computers had Microsoft Office Suite?

Films – circulating portable VCR’s and DVD if video stations are busy for use in the library.

Video (VHS) recorders circulate for 3 days.
Others have gone to palmcorders, but tape size causes problems.
Where is equipment housed?
Second form of ID should be checked in case ID card was stolen, but small schools are more lax on average, especially if people look familiar.

Billing for equipment - through the library or through registrar’s office? This varies with each institution – last resort is at graduation.
Group 2
RC = Rivier College SNHU = Southern New Hampshire University UNH = University of NH MC = Middlebury College
SNHU circulates Dell wireless laptops

Wireless issues: registrations/update virus protection
Laptops circulate to students;
Best to have laptops with all components built in. Usually newer models have DVD & CD & Floppy drives installed.

Some libraries restrict the circulation. In library use only for 4 hours, RC may circulate for up to 1 week.

RC books the equipment, UNH no booking, first come first serve, renew if other laptops are available.

Most colleges bill for missing/lost parts through bursar’s office, blocks patrons with overdue fines. Some have full time billing person in library.
How busy is laptop circulation?
Training for patrons on equipment?
Sources of funding for media equipment?

Circulation Reference Overlap

Group 1
Since both desks are frequently in sight of each other many places are trying to see how they can integrate/overlap services.
- Circulation is usually staffed longer hours than Reference, and frequently has to cover Ref at times when it is not staffed.
Dartmouth (Baker-Berry) has two information desks (one at each main entrance) and the type of questions seems to depend location as to the type of information requested (locational vs. research)
Training for the Info desk:
- Who does the training?
- What is the emphasis?
- Baker-Berry info desk has database used to help answer informational/location questions
  - They also record the questions they get asked.
  - Students train specifically for the Information desk.
  - B-B staff are cross-trained for several desks
- What is Reference’s view toward the information desk? Type of questions being answered may be different
  - Quick Reference vs. Research
  - Information vs. Reference
How to handle resentment on each side when cross-training?
- Circ staff feel they are not paid to be Ref. Librarians
- Ref. Librarians may feel Circ is beneath them?
- Depends on people/situation involved
To the patron EVERYONE who works in a library is a librarian.

At Dana Biomedical Library Ref. Librarians have a pager and can be paged when they are away from the desk (meetings, working in office, etc.)
Role of Reference Librarians is changing
- More outreach to depts.
- More teaching/instruction
- Committee responsibilities
- Problem remains how to provide desk coverage
Need for specific training for Circ student employees as to what is appropriate for them to answer
- Helpful to have a manual they can refer to
- Some places have their manual online using their CMS system (i.e. Blackboard)
Group 2
The discussion focused mainly on the responsibilities of the circulation staff to answer reference questions and conduct reference interviews in the absence of a reference librarian. Most if not all college libraries limit reference service hours.
Cary, (Antioch NE), stated library hours at Antioch are 7:30 AM-9:30 PM, with reference services available 8:00 AM – 5:00 PM. Georgiana, (MIT) noted that the Hayden Science Library hours are 7:00 AM - midnight seven days a week. Reference services are offered Monday – Friday 11:00 AM - 5:00 PM (no weekends or evenings). Online help is available through their Online Help Desk Monday – Friday 10:00 AM -5:00 PM (live) and 5:00 PM - 9:00 PM (one librarian). No online help is available on weekends.

Linda asked,” How do we help students when reference staff is not in or is busy?”

Irene (MIT) pointed out the need for training. At the Dewey Library, they offer their circulation staff eight to ten training sessions, taught by Reference Librarians. This course is offered in the summer and is not always convenient. High attrition during the year leaves the staff with varying skill levels.

Circulation staff and student workers at Ludcke Library (Lesley) hand out brochures that contain information on doing a basic search. Student workers are instructed to “get a patron started” and leave the difficult questions for the reference staff. They also offer an online “Ask a Librarian” service. Linda also handed out a FAQ sheet concerning Reference Service.

At Colby-Sawyer College student workers man the Reference Desk, Sunday – Thursday. These students train with Reference Librarians and learn how to handle basic reference questions and database searches. Students are directed to send all questions they have doubts about to a librarian. Circulation staff routinely handles basic reference questions.

Circulation and Reference Desk configuration was also of interest. Debbie (WPI) told of their plan to merge the Circ. and Ref .Desks at the George C. Gordon Library. She wondered about the issues that might arise between paraprofessionals and reference librarians.

Irene (MIT) said that they had combined the two desks together without much success. Although the students now came to one desk they still needed the distinctly different services offered by two desks. People seemed to get in each other’s way. This often resulted in confusion about who was responsible for what tasks.

All agreed that because the Circulation Desk is usually the first place a student stops, it is important that the staff know when they are doing more than they should. When the circulation staff crosses the Circ. /Ref line, they may be doing a disservice to both themselves (not paid for reference work) and the students, who may not receive proper assistance.

Stacks Maintenance and Inventory

Group 1
All present had space issues in their library. Some institutions do off-site storage, while others depend on weeding the collection for new additions. Those with off-site storage have a turnaround time that went from 24 hours to once a week deliveries. Some schools share their journal collection that is in storage with other colleges that use the same storage facility. A few of the schools are purchasing more electronic products to help with not enough stack space. Three of the schools are in the process of collection assessment to see what they really need to keep and how much space they will need to continue to grow.
Most schools have student shelvers who do more than just stack maintenance, most assist at the Circulation desk. Most taught their students shelving by using the program LC Easy computer program and than had students shelve book with slips in the books for staff to check their shelving.

Most schools felt shelf reading was more important than inventory. All agreed that inconsistency in barcode placement made inventory much harder to complete. Most institutions at this time have not done an inventory in quite a few years and have no plans to do so in the near future.
Group 2:
Stacks Management – when shelves are full using a storage facility with box-style storage. Selecting which items to send to storage.

What is kept on paper periodicals?
Inventory
Because of the number of missing items that are handled in a day it is important to change the status to missing.

Rivier College uses III to manage the missing items. First an imessage (x or y) in III is used to designate books missing during Jan – June or July – Dec. When books are found to be missing the status is changed to missing and the imessage is either X or Y for the date. Then 2 times a year in July and January the previous 6 months books are looked for and the list of missing is given to Cataloging/Acquisitions to make a determination of replacement of removal. This keeps the list moving and smaller. We are finding most of the missing books get reported from ILL not from students. The students don’t ask for help if they can’t find a book.
Moldy books
Security - Books are being thrown out windows to bypass the security system
Shelf reading

Staff & Student Recruiting

Group 1
What are grounds for termination for student assistants?
- One missed shift allowed, second up to supervisor
- Stealing money
- Lying about timesheets
Student employment handbook details absences, warnings
UNH – formal orientation – go over policies – each department do interviews, hiring jobs – funneled through main office so if they fire a student from one library the student won’t be able to work at another
- Use blackboard w/policies
- Require students to attend orientation & three stacks sheets
- All students start out in stacks – stay there for their first shifts
- Orientation, pizza party first week of classes
- Power point
- Self-check
- LC easy
- List of every possible problem with shelving
- Student match problems w/books
Most colleges hire for the entire academic year, schedule term to term

Evaluations – point of reference for future requests for recommendations
“Hospitality issues”
- Phone etiquette
- Friendly greeting
- Smiling
- Lead patrons to section of library or to the reference librarian
Resources:

Supervision Students in Academic Libraries
Group 2:
Many sites can’t afford to ‘recruit’ students, have to take what they can get through the student job fair
- Some interview all students applying
- One has the job application and a quiz online for the students to complete
- Residential vs. commuter campus – can make in difference in how you hire/schedule students
Training for student employees
- 1 on 1
  - Begins with a PowerPoint show that includes basic library information, FAQs
  - Web-based LC tutorial (from Penn state?)
- Depends on the Dept. size – 5 vs. 25 students
- Group Training
  - Required of all student employees
  - 1 hr. long
  - Offer multiple sessions to accommodate schedules
  - Supplemented with 1 on 1
  - “Student Updates” weekly informational posting, must be initialed by student employees
  - Don’t use a physical bulletin board – students don’t look at it.
- E-mail distribution list to get out new information
  - Students must respond to the email
- BlackBoard (online Course Management System) quiz to supplement updates/training
  - Multiple-choice questions (i.e. “How do you help a patron with…”)
- Checklist of what needs to be done each day
- Polaroids of students so they know what each other looks like, esp. helpful if looking for a sub, or if a staff member from another department wants to know who’s working
Do you allow students to do homework/read at the desk?
- Yes, after library work is done
- No, because the don’t show any initiative about doing library work
- Can become a customer service issue if they become too absorbed in what they are doing
- Need to stress that being able to homework is a privilege, not a right
What tasks do students do? (Other than the baseline of shelving, checkout, etc.)
- Cleaning in summer
- ILL
- Loose-leaf filing
- Course Reserves
- Shifting
- 2 students are scheduled at the same time, rotating tasks
  - One stays at the desk, the other can work away from the desk and vice versa
“Team Activities” – double shelfreading to alleviate boredom – leapfrog over each other
- Can lead to peer reinforcement of bad behavior
How long can a student shelfread?
- 30 minutes before eyes glaze over
Scheduling
- Does anyone use scheduling software?
- No, just Excel or paper
- Use a rotating schedule
  - 2-hr shifts, i.e. 8am-10am, 9am-11am so there is always overlap, also people only come and go on the hour
Student Managers
- Dartmouth uses them for assisting with payroll, training, on-call sub list, etc.
- Can create a position that serves as an intermediate step between student employees and library staff
  - More training, more responsibility (i.e. override passwords)
  - Way to reward long-time student workers who are in effect doing this job with higher pay
Student Evaluations
- Some places use them, some don’t
- Can be a way to provide feedback/documentation of performance
- Evaluation process tied to pay raises
Student Nametags
- On lanyards (the things that students wear around their necks with their keychains/ids etc.) so that patrons know that they are working and available for assistance
- Possibility to recognize good work by affixing ‘gold stars’ or other recognitions to their nametag
Student Rewards
- Student Worker of the Month – voted on by Circ staff
- Pizza party – lets them get a chance to meet each other, good in fall or spring semesters
- Student Appreciation Luncheon – potluck cooked by staff
- Student Treat Cups during finals – plastic cups filled with candy and other treats
- Having Candy available at Circ desk

Student Hiring & Training (June 2001)	Workshop on Copyright Law (May 2002)	Advances in Library Services & Techniques for Managing Change (November 2002)
Crossing to Safety: Coping with Change in Access Services (May 2003)	Musical Chairs: What's your Hot Topic this Semester? (Fall 2003)	The Role of Service in Access Services: New Demands, New Services, and New Technologies (Spring 2004)
Extreme Makeover: Access Services Edition Conversations with the Experts (You!) (Fall 2004)	Renovating Access Services (Spring 2005)	Customer Service As If Your Library Depended on It (Fall 2005)
A Breath of Spring: An Access Services Roundtable Discussion Program (Spring 2006)	"Why Won't They Listen to Me? Improving Influence for New and Experienced Managers and Supervisors." (Fall 2006)	“Copyright in the Digital Era – Voices of Experience” (Spring 2007)
Blogs, Wikis, and Podcasts -- oh my! Web 2.0 for Access Services (Spring 2008)

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