[27670] in resnet
Re: Library Information Commons Layout Questions
daemon@ATHENA.MIT.EDU (Andy Voelker)
Thu May 17 08:58:31 2012
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Message-ID: <B3C0241889401F4AB97A55E980BABBA001345A19DCA8@EXV01.wcu.edu>
Date: Thu, 17 May 2012 08:56:52 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Andy Voelker <avoelker@email.wcu.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <28E8523067643B4485CAF594AC744D380647EE74@CH1PRD0610MB356.namprd06.prod.outlook.com>
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Responses below:
-- Andy Voelker
Manager of Student Computing in the Technology Commons
WCU Staff Senator
Western Carolina University
Check the status of your IT requests at any time at http://help.wcu.edu/ !
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Stacey B =
Morales
Sent: Wednesday, May 09, 2012 6:20 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: 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?
Two very separate entities. Our old CIO happened to be the head librarian =
but it was an interim thing that ended up lasting for several years. We cal=
l it the "Technology Commons" by the way.
Do you have an information commons in your library?
Yes we do. Our old CIO helped us get the space. We have part of the lower=
level (a.k.a. basement) that is accessible from an outside door. We do ha=
ve to keep the same hours as the library because there are 5 entrances to o=
ur area from theirs, which are impossible to block with fire code.
Do you have an IT Help Desk in the Information Commons?
Yes, a very nice one that we put in about 1.5 years ago. The desk employee=
s act as tier 1 support and a gateway to all our other services. Their cre=
ed is basically "never say no" and the tier 2 and full time people will rej=
ect the things that can't be done (a.k.a. "will you come to my mom's house =
and fix her router?")
Where is your IT Help Desk located in relation to other service desks like =
the Library reference and circulation desks? For example are the combined?=
Do students first see the IT help desk or the a library service desk like =
reference or circulation? Etc.
We are downstairs to the rest. Typically people who want us will go direct=
ly through the lower entrance and vice versa. We do have to communicate wi=
th them some to handle cross-requests and re-directs.
What other IT related services do you offer in your information commons?
Equipment checkout, software training, computer repair (hardware and softwa=
re), workshops (we have a small classroom), students can coordinate in-room=
visits for repairs, etc. The desk serves as the physical front of IT. Mo=
st faculty and staff prefer the phone method, so we get more student walk-u=
p traffic here. The call center is a few doors down.
Are these other services co-located with your help desk or are they separat=
e service areas?
Hmm.. kinda. Like I said, the Technology Commons is the physical desk wher=
e help can be obtained, but the "Help Desk" group is the call center. We a=
re different groups that report to a different Associate CIO, but are both =
part of the IT Division. I would not recommend this setup though. We work=
pretty well together, but division causes barriers....
Do you offer IT application software training and tutoring services? If so,=
where are these located?
At the Technology Commons. People just go to the desk. We have a home-gro=
wn php site for scheduling training sessions where all our employees put in=
their skill level at a task or software piece. We use the software to pai=
r the trainer with the trainee and schedule the appointment. At any given =
time we have some of our skills on hand and accessible, but not all of them=
.
Hope this helps! Check out our Technology Commons at our website (soon to =
be re-vamped) http://technologycommons.wcu.edu and see it for yourself at h=
ttp://www.dermandar.com/search/?q=3DWCU+technology+Commons .
Thank you.
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)
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'f=
ont-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Responses=
below:<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:=
11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p><=
/span></p><div><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-fa=
mily:"Calibri","sans-serif";color:#1F497D'>-- Andy Voelker<o:p></o:p></span=
></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cali=
bri","sans-serif";color:#1F497D'>Manager of Student Computing in the Techno=
logy Commons<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-=
size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>WCU Staff Sen=
ator<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.=
0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Western Carolina Univ=
ersity<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:1=
1.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Check the status of=
your IT requests at any time at <a href=3D"http://help.wcu.edu/">http://he=
lp.wcu.edu/</a> !<o:p></o:p></span></p></div><p class=3DMsoNormal><span sty=
le=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o=
:p> </o:p></span></p><div><div style=3D'border:none;border-top:solid #=
B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=3DMsoNormal><b><span style=
=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><sp=
an style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Resnet For=
um [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Behalf Of </b>Stacey B Morales<b=
r><b>Sent:</b> Wednesday, May 09, 2012 6:20 PM<br><b>To:</b> RESNET-L@LISTS=
ERV.ND.EDU<br><b>Subject:</b> Library Information Commons Layout Questions<=
o:p></o:p></span></p></div></div><p class=3DMsoNormal><o:p> </o:p></p>=
<p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",=
"sans-serif"'>We are currently evaluating the layout of service offerings i=
n our Information Commons and would like to see how others are setup and ge=
t any feedback that you would like to share.<o:p></o:p></span></p><p class=
=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-se=
rif"'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-=
size:11.0pt;font-family:"Calibri","sans-serif"'>Are IT Services and the Lib=
rary one organization or separate entities?<o:p></o:p></span></p><p class=
=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-se=
rif";color:#1F497D'>Two very separate entities. Our old CIO happened =
to be the head librarian but it was an interim thing that ended up lasting =
for several years. We call it the “Technology Commons” by the w=
ay. <o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-si=
ze:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-fami=
ly:"Calibri","sans-serif"'>Do you have an information commons in your libra=
ry?<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0=
pt;font-family:"Calibri","sans-serif";color:#1F497D'>Yes we do. Our o=
ld CIO helped us get the space. We have part of the lower level (a.k.=
a. basement) that is accessible from an outside door. We do have to k=
eep the same hours as the library because there are 5 entrances to our area=
from theirs, which are impossible to block with fire code.<o:p></o:p></spa=
n></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cal=
ibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMs=
oNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'=
>Do you have an IT Help Desk in the Information Commons?<o:p></o:p></span><=
/p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibr=
i","sans-serif";color:#1F497D'>Yes, a very nice one that we put in about 1.=
5 years ago. The desk employees act as tier 1 support and a gateway t=
o all our other services. Their creed is basically “never say n=
o” and the tier 2 and full time people will reject the things that ca=
n’t be done (a.k.a. “will you come to my mom’s house and =
fix her router?”) <o:p></o:p></span></p><p class=3DMsoNormal><s=
pan style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F4=
97D'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-s=
ize:11.0pt;font-family:"Calibri","sans-serif"'>Where is your IT Help Desk l=
ocated in relation to other service desks like the Library reference and ci=
rculation desks? For example are the combined? Do students first see =
the IT help desk or the a library service desk like reference or circulatio=
n? Etc.<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:=
11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>We are downstairs =
to the rest. Typically people who want us will go directly through th=
e lower entrance and vice versa. We do have to communicate with them =
some to handle cross-requests and re-directs.<o:p></o:p></span></p><p class=
=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-se=
rif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'=
><o:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:=
11.0pt;font-family:"Calibri","sans-serif"'>What other IT related services d=
o you offer in your information commons?<o:p></o:p></span></p><p class=3DMs=
oNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";=
color:#1F497D'>Equipment checkout, software training, computer repair (hard=
ware and software), workshops (we have a small classroom), students can coo=
rdinate in-room visits for repairs, etc. The desk serves as the physi=
cal front of IT. Most faculty and staff prefer the phone method, so w=
e get more student walk-up traffic here. The call center is a few doo=
rs down.<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size=
:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p>=
</span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family=
:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=
=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-se=
rif"'>Are these other services co-located with your help desk or are they s=
eparate service areas?<o:p></o:p></span></p><p class=3DMsoNormal><span styl=
e=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hmm=
.. kinda. Like I said, the Technology Commons is the physical desk wh=
ere help can be obtained, but the “Help Desk” group is the call=
center. We are different groups that report to a different Associate=
CIO, but are both part of the IT Division. I would not recommend thi=
s setup though. We work pretty well together, but division causes bar=
riers….<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font=
-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> <=
/o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-f=
amily:"Calibri","sans-serif"'>Do you offer IT application software training=
and tutoring services? If so, where are these located?<o:p></o:p></span></=
p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri=
","sans-serif";color:#1F497D'>At the Technology Commons. People just =
go to the desk. We have a home-grown php site for scheduling training=
sessions where all our employees put in their skill level at a task or sof=
tware piece. We use the software to pair the trainer with the trainee=
and schedule the appointment. At any given time we have some of our =
skills on hand and accessible, but not all of them.<o:p></o:p></span></p><p=
class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","s=
ans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal>=
<span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1=
F497D'>Hope this helps! Check out our Technology Commons at our websi=
te (soon to be re-vamped) <a href=3D"http://technologycommons.wcu.edu">http=
://technologycommons.wcu.edu</a> and see it for yourself at </span><a href=
=3D"http://www.dermandar.com/search/?q=3DWCU+technology+Commons">http://www=
.dermandar.com/search/?q=3DWCU+technology+Commons</a> .<span style=3D'font-=
size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></=
span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"=
Calibri","sans-serif"'><o:p> </o:p></span></p><p class=3DMsoNormal><sp=
an style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>Thank you.=
<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;=
font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=3D=
MsoNormal><span style=3D'font-size:14.0pt;font-family:"Calibri","sans-serif=
";color:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal><b><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'=
>Stacey B. Morales<o:p></o:p></span></b></p><p class=3DMsoNormal><span styl=
e=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Lou=
isiana State University<o:p></o:p></span></p><p class=3DMsoNormal><span sty=
le=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>In=
formation Technology Services<o:p></o:p></span></p><p class=3DMsoNormal><sp=
an style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F49=
7D'>Director of Customer Service<o:p></o:p></span></p><p class=3DMsoNormal>=
<span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1=
F497D'><a href=3D"mailto:smoral1@lsu.edu">smoral1@lsu.edu</a><o:p></o:p></s=
pan></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"C=
alibri","sans-serif";color:#1F497D'>225-578-3721 (desk)<o:p></o:p></span></=
p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri=
","sans-serif";color:#1F497D'>225-578-3375 (ITS Help Desk)<o:p></o:p></span=
></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Cali=
bri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMso=
Normal><span style=3D'font-size:14.0pt;font-family:"Calibri","sans-serif";c=
olor:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p><=
/span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:=
"Calibri","sans-serif"'><o:p> </o:p></span></p><p><o:p> </o:p></p=
><p class=3DMsoNormal>___________________________________________________ Y=
ou are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To subscr=
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</a> ___________________________________________________ <o:p></o:p></p></d=
iv></body></html>=
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