Off the Desk: Integrated Service
Models in the Learning Commons
Jennifer Church-Duran,
Frances Devlin, and Erin Ellis
University of Kansas
Reference Renaissance Conference
August 8-10, 2010
University of Kansas
•30,000 student enrollment
•2,500 faculty
•7 Libraries on Lawrence campus
“Space—whether physical or virtual—
can have an impact on learning.
It can bring people together; it can
encourage exploration,
collaboration, and discussion.
Or, space can carry an unspoken
message of silence and
disconnectedness.”
-- Diane Oblinger (Learning Spaces – Educause)
Where we are headed…
Creating environments to
“sustain students through the
complex cycles of study,
reflection, absorption,
academic socializing and
creativity and productivity.”
(Crit Stewart)
Synergistic Collaborations
• KU Libraries
– Research and Instructional Support
– Technology Training
– Access Services
• Student Success
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–
–
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KU Info
KU Writing Center
AAAC (tutoring) & Advising
Career Center
• IT
– Technology help and training
The Learning Studio:
Guiding Principles
support the University's strategic goal of being a
learner-centered and research-intensive institution
• Learning oriented: Support academic engagement
through informal learning spaces that are comfortable,
open, flexible, and inviting.
• Learner centered: Focuses on student needs,
preferences and work patterns that removes barriers to
learning and facilitates student success.
– Create zoned neighborhoods for different needs
• Individual/quiet study spaces
• Individual and group workstation spaces
• Group study and presentation spaces
The Learning Studio:
Guiding Principles
• Flexible: Responsive to the changing needs of
learners for resources and support in an open,
inviting, comfortable setting.
• Collaborative: Based on collaboration between or
integration of different learning support areas in the
university.
• Community building: Provides a social gathering
place for students, GTAs, faculty and staff and
common point for information, technology and
student services.
Modeled after the University of Colorado, Boulder
Service Points
Service Points
Diverse Points of Contact
• Blended service point for information,
technology, quick reference, on-call
appointments/referrals & “answering all
things KU”
• Greet you at the door! Concierge service
– Shared core customer service
competencies across partners
– well trained in question-handling and
making referrals
– “first contact resolution” – reduce anxiety
& frustration
Diverse Points of Contact
• Connections to other student services
(writing, tutoring, advising)
• Drop-in research consultation
• Interactive point-of-need service to
remote users (IM, text, more?)
• One-on-one research help sessions by
appointment
• Assignment and course integrated
research skills
• Guides and tutorials
Online Self-Service
• In-Building Kiosks
– KU Info
– KU Writing Center
– KU Tutoring Services
– Ask a Librarian
– Advising
– University Career Center
• Knowledgebases
– KU Info
– KU IT Knowledge base
– Libguides & Tutorials
KU Info- Knowledgebase
KU IT Knowledgebase
In-Person Service:
Merging Organizational Cultures
• Hiring open and motivated people
with a track record in customer
service
• Shared training and customer
service principles
• Empower students to find solutions
– reward effort
• Sustain the students on the front
line through a culture of support
and mentoring
Rapid Reference &
Research Referral
• Info Desk set up to answer quick
reference questions
• Research consultation office nearby
for referrals
• In-depth consultation with librarian
Research Consultations
• Extension of info desk service
• Removal of the “desk” in the
research process can lead to a more
positive experience for the user…
• Complements the Information
Literacy Program
“Student to Scholar: Supporting Students
Through the Research and Writing Process”
• Research and writing – a natural
connection
• Conversation – goals and purposes
• Cross-training for consistency
• Ensure appropriate referrals
“Student to Scholar: Supporting Students
Through the Research and Writing Process”
• Three fall workshops for librarians
(one-two planned for spring 2011)
• One workshop for Writing Center
staff/peer consultants
• Co-revising citation help pages
• Co-sponsored programming
What’s Next?
• In Phase I of Learning Studio
• Fund-raising for Phase II
• Assessment
• Tie success to student retention
Contact Information
Jennifer Church-Duran
jgisme@ku.edu
Frances Devlin
fadevlin@ku.edu
Erin Ellis
eellis@ku.edu
University of Kansas, Lawrence, KS