[27656] in resnet
Re: Library Information Commons Layout Questions
daemon@ATHENA.MIT.EDU (Erin Nettifee)
Thu May 10 10:27:11 2012
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Date: Thu, 10 May 2012 14:21:13 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Erin Nettifee <erin.nettifee@duke.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CBD133B6.246A6%jrizzo@providence.edu>
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Responses inline from Duke.
From: Stacey B Morales <smoral1@lsu.edu<mailto:smoral1@lsu.edu>>
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu<mailto:RESNET-L@listserv.n=
d.edu>>
Date: Wednesday, May 9, 2012 6:20 PM
To: Resnet Forum <RESNET-L@listserv.nd.edu<mailto:RESNET-L@listserv.nd.edu>=
>
Subject: [RESNET-L] Library Information Commons Layout Questions
We are currently evaluating the layout of service offerings in our Informat=
ion Commons and would like to see how others are setup and get any feedback=
that you would like to share.
Are IT Services and the Library one organization or separate entities?
IT & the Library are separate entitities. The Library has their own IT depa=
rtment for what you might think of as library functions (database, web, dig=
ital collections, etc) but central IT owns campus customer support function=
s.
Do you have an information commons in your library?
Depends on what you mean. The first floor has a traditional "commons" libra=
ry layout style, but most of what you might be asking about is actually one=
floor below, in the Link (http://link.duke.edu) The Link is located in the=
library, but is not a library unit. Staff report out to the School of Arts=
& Sciences or Central IT. Management of the space is done through a collab=
orative workgroup with staff from those areas.
Do you have an IT Help Desk in the Information Commons?
The Link, in the main library on Lower Level 1, has the main location for t=
he campus walk-up service desk. The phone desk is run by a separate group o=
f staff and is located downtown (off-campus) due to space constraints.
Where is your IT Help Desk located in relation to other service desks like =
the Library reference and circulation desks?
Physically on different floors - reference (research) and circ are on the f=
irst floor. Duke does a good job of cultivating an online presence for the =
library, so students make heavy use of reference chat, etc. if they want to=
ask questions. We very rarely are asked true librarian/research questions,=
because people don't think of us as librarians. We do occasionally get ask=
ed "can I check out a book here?" and we just refer those folks upstairs, b=
ut not more than once a day, usually.
For example are the combined? Do students first see the IT help desk or the=
a library service desk like reference or circulation? Etc.
Students first see the library services when they enter because we are down=
a floor, but we are heavily advertised (big logos) and have good campus re=
cognition for the Link name, so it's rare for someone to come to the circ d=
esk thinking that that's the help desk. They may have a quick IT question, =
but that's par for the course and not any different than it was before the =
Link opened - the librarian will answer it if they can or send the person d=
ownstairs to talk to us.
What other IT related services do you offer in your information commons?
Comprehensive support for students (because we are the main helpdesk for th=
em.) Teaching & Learning support to some extent for faculty, because we hav=
e classroom spaces down here, and are physically located near the instructi=
onal technology staff (who are in the library building next door.) If we ca=
n't help faculty or staff with a question, we'll refer them to other resour=
ces.
We're also just about to open a new multimedia lab space - not in the Link =
but right next door. See their blog for more info on that: http://sites.duk=
e.edu/oit-mps
Are these other services co-located with your help desk or are they separat=
e service areas?
The multimedia services & instructional technology staff are separate areas=
, but very physically close.
Do you offer IT application software training and tutoring services? If so,=
where are these located?
There is an extensive training program available through OIT (http://sites.=
duke.edu/training) that is not physically located in the library, but often=
teaches down here, and we mention / advocate their services as appropriate=
.
Best,
Erin
Stacey B. Morales
Louisiana State University
Information Technology Services
Director of Customer Service
smoral1@lsu.edu<mailto:smoral1@lsu.edu>
225-578-3721 (desk)
225-578-3375 (ITS Help Desk)
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<div>Responses inline from Duke.</div>
<div><br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
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y: Calibri, sans-serif; ">
<div>
<div>
<div><span class=3D"Apple-style-span" style=3D"font-family: Calibri; font-s=
ize: 15px; "><span style=3D"font-weight:bold">From:
</span>Stacey B Morales <<a href=3D"mailto:smoral1@lsu.edu">smoral1@lsu.=
edu</a>></span></div>
</div>
</div>
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auto; ">
<span style=3D"font-weight:bold">Reply-To: </span>Resnet Forum <<a href=
=3D"mailto:RESNET-L@listserv.nd.edu">RESNET-L@listserv.nd.edu</a>><br>
<span style=3D"font-weight:bold">Date: </span>Wednesday, May 9, 2012 6:20 P=
M<br>
<span style=3D"font-weight:bold">To: </span>Resnet Forum <<a href=3D"mai=
lto:RESNET-L@listserv.nd.edu">RESNET-L@listserv.nd.edu</a>><br>
<span style=3D"font-weight:bold">Subject: </span>[RESNET-L] Library Informa=
tion Commons Layout Questions<br>
</div>
<div><br>
</div>
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<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">We are currently evaluating the layout of service offerin=
gs in our Information Commons and would like to see how others are setup an=
d get any feedback that you would like
to share.<o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p> </o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">Are IT Services and the Library one organization or separ=
ate entities?</span></div>
</div>
</div>
</div>
</span></div>
</blockquote>
<div><br>
</div>
<div>IT & the Library are separate entitities. The Library has their ow=
n IT department for what you might think of as library functions (database,=
web, digital collections, etc) but central IT owns campus customer support=
functions.</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
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<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">Do you have an information commons in your library?</span=
></div>
</div>
</div>
</div>
</span></div>
</blockquote>
<div><br>
</div>
<div>Depends on what you mean. The first floor has a traditional "comm=
ons" library layout style, but most of what you might be asking about =
is actually one floor below, in the Link (<a href=3D"http://link.duke.edu">=
http://link.duke.edu</a>) The Link is located
in the library, but is not a library unit. Staff report out to the School =
of Arts & Sciences or Central IT. Management of the space is done throu=
gh a collaborative workgroup with staff from those areas.</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<div><br>
</div>
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
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<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">Do you have an IT Help Desk in the Information Commons?</=
span></div>
</div>
</div>
</div>
</span>
<div><br>
</div>
</div>
</blockquote>
<div><br>
</div>
<div>The Link, in the main library on Lower Level 1, has the main location =
for the campus walk-up service desk. The phone desk is run by a separate gr=
oup of staff and is located downtown (off-campus) due to space constraints.=
</div>
<div><br>
</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
mlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:/=
/www.w3.org/TR/REC-html40">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">Where is your IT Help Desk located in relation to other s=
ervice desks like the Library reference and circulation desks?
</span></div>
</div>
</div>
</div>
</span>
<div><br>
</div>
</div>
</blockquote>
<div><br>
</div>
<div>Physically on different floors - reference (research) and circ are on =
the first floor. Duke does a good job of cultivating an online presence for=
the library, so students make heavy use of reference chat, etc. if they wa=
nt to ask questions. We very rarely
are asked true librarian/research questions, because people don't think of=
us as librarians. We do occasionally get asked "can I check out a boo=
k here?" and we just refer those folks upstairs, but not more than onc=
e a day, usually.</div>
<div><br>
</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
mlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:/=
/www.w3.org/TR/REC-html40">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">For example are the combined? Do students first see the I=
T help desk or the a library service desk like reference or circulation? Et=
c.</span></div>
</div>
</div>
</div>
</span>
<div><br>
</div>
</div>
</blockquote>
<div><br>
</div>
<div>Students first see the library services when they enter because we are=
down a floor, but we are heavily advertised (big logos) and have good camp=
us recognition for the Link name, so it's rare for someone to come to the c=
irc desk thinking that that's the
help desk. They may have a quick IT question, but that's par for the cours=
e and not any different than it was before the Link opened - the librarian =
will answer it if they can or send the person downstairs to talk to us.</di=
v>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
mlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:/=
/www.w3.org/TR/REC-html40">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">What other IT related services do you offer in your infor=
mation commons?</span></div>
</div>
</div>
</div>
</span>
<div><br>
</div>
</div>
</blockquote>
<div><br>
</div>
<div>Comprehensive support for students (because we are the main helpdesk f=
or them.) Teaching & Learning support to some extent for faculty, becau=
se we have classroom spaces down here, and are physically located near the =
instructional technology staff (who
are in the library building next door.) If we can't help faculty or staff =
with a question, we'll refer them to other resources.</div>
<div><br>
</div>
<div>We're also just about to open a new multimedia lab space - not in the =
Link but right next door. See their blog for more info on that:
<a href=3D"http://sites.duke.edu/oit-mps">http://sites.duke.edu/oit-mps</a>=
</div>
<div><br>
</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
mlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:/=
/www.w3.org/TR/REC-html40">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">Are these other services co-located with your help desk o=
r are they separate service areas?</span></div>
</div>
</div>
</div>
</span>
<div><br>
</div>
</div>
</blockquote>
<div><br>
</div>
<div>The multimedia services & instructional technology staff are separ=
ate areas, but very physically close.</div>
<div><br>
</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
mlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:/=
/www.w3.org/TR/REC-html40">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; ">Do you offer IT application software training and tutorin=
g services? If so, where are these located?</span></div>
</div>
</div>
</div>
</span>
<div><br>
</div>
</div>
</blockquote>
<div><br>
</div>
<div>There is an extensive training program available through OIT (<a href=
=3D"http://sites.duke.edu/training">http://sites.duke.edu/training</a>) tha=
t is not physically located in the library, but often teaches down here, an=
d we mention / advocate their services
as appropriate.</div>
<div><br>
</div>
<div>Best,</div>
<div>Erin</div>
<div><br>
</div>
<br>
<blockquote type=3D"cite">
<div style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line=
-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-famil=
y: Calibri, sans-serif; ">
<span id=3D"OLK_SRC_BODY_SECTION">
<div xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micro=
soft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" x=
mlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:/=
/www.w3.org/TR/REC-html40">
<div lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<div class=3D"MsoNormal"><span style=3D"font-size: 14pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; "><o:p> </o:p></span></div>
<div class=3D"MsoNormal"><b><span style=3D"font-size: 11pt; color: rgb(31, =
73, 125); font-family: Calibri, sans-serif; ">Stacey B. Morales<o:p></o:p><=
/span></b></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; ">Louisiana State University<o:p><=
/o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; ">Information Technology Services<=
o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; ">Director of Customer Service<o:p=
></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; "><a href=3D"mailto:smoral1@lsu.ed=
u">smoral1@lsu.edu</a><o:p></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; ">225-578-3721 (desk)<o:p></o:p></=
span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; ">225-578-3375 (ITS Help Desk)<o:p=
></o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; "><o:p> </o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 14pt; color: rgb(31, 73,=
125); font-family: Calibri, sans-serif; "><o:p> </o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p> </o:p></span></div>
<div class=3D"MsoNormal"><span style=3D"font-size: 11pt; font-family: Calib=
ri, sans-serif; "><o:p> </o:p></span></div>
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