Citation

Material Information

Title:
Transitioning a reference service
Series Title:
CU Libraries Summit 2020
Creator:
Moser, Tina
Piper, Christi
Place of Publication:
Aurora,CO
Publisher:
University of Colorado Anschutz Library
Publication Date:
Language:
English

Notes

Abstract:
The Strauss Health Sciences Library’s AskUs service was transferred from the Education & Reference Department to the Access Services Department on January 2, 2020. Education and Reference librarians have been providing support, training, and backup coverage and Access Services will soon go to solo coverage as of May 18th, 2020. Why did we do this? How did we do this? How has it been going—where might it go in the future? In this presentation, we will discuss best practices and things to think about for transitioning reference services.

Record Information

Source Institution:
University of Colorado Denver
Holding Location:
Auraria Library
Rights Management:
Copyright [name of copyright holder or Creator or Publisher as appropriate]. Permission granted to University of Colorado Denver to digitize and display this item for non-profit research and educational purposes. Any reuse of this item in excess of fair use or other copyright exemptions requires permission of the copyright holder.

Auraria Membership

Aggregations:
Auraria Library
University of Colorado Denver

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Full Text

PAGE 1

Strauss Health Sciences Library U I V RSI TY O COLORA D O ANSCHUTZ MEDICAL CAMPUS Tina Moser TRANSITIONING A REFERENCE SERVICE Christi Piper

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BACKGROUND WHAT IS ASKUS? HOW WAS ASKUS STAFFED? WHY DID THIS NEED HOW DID THIS TO CHANGE? CONVERSATION START?

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i • i i • i i • i i • i i • i HOW WE TRANSITIONED

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~I I-1111 ii I EDUCATION & REFERENCE PREPARATION Train the Trainer Workflow and procedural clean up Separation of Library Resources services Training Sessions

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ACCESS SERVICES PREPARATION Onboarding Staff Train the Access Services Team Logistical Preparations

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GOING LIVE IN ACCESS JANUARY 2, 2020 LIVE (ANXIOUS) REGULAR AGENDA @ FORGING AND MONITORING DEPT MTGS SOLIDIFYING THE NEW NORMAL

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DID IT WORK? Education & Reference department was able to better handle rising consultation and systematic review requests . More time for forward thinking projects. Access Services incorporated AskUs into service point and are in continual process of "branding" it as our service. Staff are looking to increase their ability to provide higher level and new assistance to our users by taking on more reference assistance and Endnote support. Then a pandemic hit...

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HOW'S IT GOING DURING A PANDEMIC? EdRef is grateful to not be covering AskUs during this time Still answering the same average # of reference questions but now they are higher level questions and more complex 55% increase in consultations since March (compared to 2019) 15% increase in Professional Literature Search Requests with 94 searches in progress currently Increased demand for regular library classes (such as EndNote, Searching for the Evidence, etc.) Access is grateful to have AskUs to cover during this time Temporary "loss" of customer service desk= AskUs as direct line to library customers Surprisingly, there has not been a huge increase in AskUs questions/chats coming in during this time, and peak times are still unpredictable. Expect the unexpected staff flexibility as gradual return to campus plays out

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BEST PRACTICES ALL CARDS on the table List Pros Cons SEPARATE QUEUES limit inter departmental access to separate queues to point person in each dept

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BEST PRACTICES, CONT. FLUID AND EXPERIMENTAL willingness to allow the AskUs service to change and blossom (Letting go of legacy practices) SUPPORT AND TRAINING for department taking on the service.

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Strauss Health Sciences Library U I V RSI TY O COLORA D O ANSCHUTZ MEDICAL CAMPUS Tina.Moser@CUAnschutz.edu QUESTIONS? Christ.Piper@CUAnschutz.edu