1. Customized but Connected Report by Scholar Services Committee HVC2 Scholar Services Presentation, June 2, 2004

2. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 HVC2 Scholar Services Charge Scholar services: Analyze current and future service offerings to determine “packages” of services needed by users.Analyze current and future service offerings to determine “packages” of services needed by users. Explore (research and define) the most effective model for communication with users. (liaison model, point of need help, technical expert help applied to a specific problem, etc)Explore (research and define) the most effective model for communication with users. (liaison model, point of need help, technical expert help applied to a specific problem, etc) Explore and design a model for service delivery of all information services activities for user.Explore and design a model for service delivery of all information services activities for user.

3. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Customized but Connected Contents Methods usedMethods used Issues discoveredIssues discovered RecommendationsRecommendations

4. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Methods used Catalog of IS Services Pulls together listings, inventories of current IS services or resourcesPulls together listings, inventories of current IS services or resources Identifies duplication of servicesIdentifies duplication of services –Class rosters –Blackboard and E-Reserves

5. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Methods used Best Practices in Information Services Searched websites at other institutionsSearched websites at other institutions Identified effective modelsIdentified effective models –User surveys –Feedback response forms –Communications models

6. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Methods used Info gathered from within KU Survey of faculty participating in General Education AssessmentSurvey of faculty participating in General Education Assessment –Questions –Responses/Analysis –Used to inform focus group questions

7. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Methods used Info gathered from within KU (cont’d) Focus groups.Focus groups. –Three main groups (CLAS department chairs) –New faculty –GTAs identified from CTE lists

8. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Issues discovered Info gathered from within KU (cont’d) Many expressed appreciation at being approached for feedbackMany expressed appreciation at being approached for feedback Heard positives about current services.Heard positives about current services. Recorded wants, needs, and gapsRecorded wants, needs, and gaps Faculty don’t know where to go for particular service (“alphabet soup”)Faculty don’t know where to go for particular service (“alphabet soup”) Not aware of current servicesNot aware of current services

9. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Four major categories Change ModelsChange Models CommunicationCommunication New, Expanded, or Improved ServicesNew, Expanded, or Improved Services Service IntegrationService Integration

10. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Change Model – overall framework Develop and implement a continuous assessment cycle for IS servicesDevelop and implement a continuous assessment cycle for IS services Goal is “Customized but Connected”Goal is “Customized but Connected”

11. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Change Models (cont’d) Kolb’s Experiential Learning CycleKolb’s Experiential Learning Cycle Source: David A. Kolb. Experiential Learning. New York: Prentice-Hall, 1984

12. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Change Models (cont’d) KU IS development cycleKU IS development cycle

13. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Change Model - short term One stop shopping support numberOne stop shopping support number –Staff diagnose situations and provide appropriate referral or connection Stop-gap response: creation of a centralized contact list that can be accessed by all IS and complementary unit staff

14. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Change Model - long term Develop better system for software licensing and copyright complianceDevelop better system for software licensing and copyright compliance –Assist departments to track licenses, renewals, legal installations, etc. –Clearinghouse to achieve economies of scale in purchasing

15. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Change Model - long term Provide consistent IS support across campusProvide consistent IS support across campus –Centrally fund small percentage of tech salaries in return for participation in two- way information sharing

16. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Communication - short term Plan IS services awareness campaign and generate opportunities to share information with usersPlan IS services awareness campaign and generate opportunities to share information with users –Offer different methods to inform users of IS services –Develop user feedback mechanisms

17. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Communication - long term Continue developing ongoing assessment (Indiana University UITS model)Continue developing ongoing assessment (Indiana University UITS model) Establish better, secure data transfer between KU and KUMCEstablish better, secure data transfer between KU and KUMC Improve communication with complementary campus unitsImprove communication with complementary campus units

18. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations New, Expanded, or Improved Services - short term Increase awareness and availability of Deskside Coaching serviceIncrease awareness and availability of Deskside Coaching service Increase server space limitsIncrease server space limits –Email storage –Web server space for faculty

19. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations New, Expanded, or Improved Services - short term IS Eye for the Luddite GuyIS Eye for the Luddite Guy

20. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations New, Expanded, or Improved Services - long term Accomplish wireless campusAccomplish wireless campus Software licensing support systemSoftware licensing support system Create capability to better serve “novice to expert”Create capability to better serve “novice to expert”

21. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Service Integration - short term Offer face-to-face help (at cost) with a team of campus "Geeks on Wheels”Offer face-to-face help (at cost) with a team of campus "Geeks on Wheels” Develop a post-HVC2 Information Services organization chartDevelop a post-HVC2 Information Services organization chart

22. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Recommendations Service Integration - long term Connect on-campus and off-campus sites with technology seamlesslyConnect on-campus and off-campus sites with technology seamlessly Restructure ACS, IDS, NTS so they serve the campus more effectivelyRestructure ACS, IDS, NTS so they serve the campus more effectively Set up well-connected network for IT support—needing only one call from facultySet up well-connected network for IT support—needing only one call from faculty Provide "Customized but Connected" Services/ResourcesProvide "Customized but Connected" Services/Resources

23. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 Final Thoughts Customized but Connected

24. University of Kansas HVC2 Scholar Services Presentation, June 2, 2004 HVC2 Scholar Services Members Kathleen Ames-Oliver, KU Department of Human ResourcesKathleen Ames-Oliver, KU Department of Human Resources Jeff Bullington, Social Science Reference LibrarianJeff Bullington, Social Science Reference Librarian Jerree Catlin, KU Information ServicesJerree Catlin, KU Information Services Susan Craig, Art and Architecture LibrarianSusan Craig, Art and Architecture Librarian Ada Emmett, Science Reference LibrarianAda Emmett, Science Reference Librarian Sarah Hargus Ferguson, Assistant Professor, Speech, Language and HearingSarah Hargus Ferguson, Assistant Professor, Speech, Language and Hearing Bayliss Harsh, KU Libraries Reference DepartmentBayliss Harsh, KU Libraries Reference Department Wes Hubert, Associate Director Academic Computing ServicesWes Hubert, Associate Director Academic Computing Services Kathleen McCluskey-Fawcett, Senior Vice ProvostKathleen McCluskey-Fawcett, Senior Vice Provost Linda O’Donnell, Associate Professor, School of EducationLinda O’Donnell, Associate Professor, School of Education Thelma Simons, Coordinator of IT support for the CollegeThelma Simons, Coordinator of IT support for the College John Stratton, Co-Coordinator of KU Libraries Reference DepartmentJohn Stratton, Co-Coordinator of KU Libraries Reference Department Carl Strikwerda, Associate Dean of the College of Liberal Arts and SciencesCarl Strikwerda, Associate Dean of the College of Liberal Arts and Sciences Joann Keyton, Associate Professor, Communication Studies, ConsultantJoann Keyton, Associate Professor, Communication Studies, Consultant Joan Lippincott, Coalition for Networked Information, ConsultantJoan Lippincott, Coalition for Networked Information, Consultant Karen Williams, University of Arizona Libraries, ConsultantKaren Williams, University of Arizona Libraries, Consultant