1. Start Here: The Commons Help Desk: myth or reality? June 28, 2010

2. Where did we start  Planning our new building; many exploratory trips all over the United States and Canada  Each team presented their trips with photographs of good and not so good ideas  For building planning purposes; meetings were held with ideas presented, and discussed  A Public Service task force was created to create the structure for a Commons Help Desk with contributors from Information Technology, Media Services and the University Library

3. Learning Commons, Technology Center, Library

4. Public Service Task Force next steps  Create the mission of the Commons Help Desk  Who or what services would be needed to provide the best service?  Who should staff the desk? Students, staff, librarians  What training will be useful for staff/students that work at the commons help desk  How can technology be used to communicate with staff working at the desk?

5. Staffing Changes  Our building opens in March 2008, 5 months early  The manager for the Commons Help Desk accepts another position 2 months after we open for the public  An Information Technology manager accepts temporary duties to oversee of the Commons Help Desk  Library staff create the Commons Help Desk schedule with input from staff that will work at the desk  Initial staff levels have two staff, and one librarian at the Commons Help Desk

6. The Service Desks in our building

7. First Steps of the Public Services task force  Proposal to have full time staff at the desk to assist clients accepted by directors  Each unit participates, and staff need to be trained  Training is for anyone interested in all the groups, but mandatory for those working the commons help desk  How do you motivate staff that feel it is a waste of time?  Why me, and not him/her?  Managers are asked to stress the importance of the commons help desk and first impressions of our new building

8. Now where do we start?  Instructors from IT, Media Services, and the Library create 4 classes – Customer Service  Learn in mixed teams (IT, Media Services, Library)  Used Fish video and team building tools – Library 101  Learned how to use the databases, search for book, get a book from the inter library loan  Take the self guided tour of our building – Technology (Hardware and Software)  What computers are in the building, how to load paper in the printers  What software do we have on our computers, can you assist with problems? – Technology, part two  Microfiche and similar technology  How to use the copiers, etc

9. The Commons Help Desk  The desk has two parts: CHD and Student Technical Services on the right  The Librarians staff the desk facing the Circulation desk for Reference assistance as part of the schedule managed by the Library  The front of the desk is manned by staff from Information Services managed by the Library  The circulation desk is very close on the wall  This desk is open from 8 am – 10 pm

10. Circulation Desk in relation to the Common Help Desk  In designing the building, the distance between the Circulation Desk and the Common Help Desk was misleading  The chair with the sign is the desk that the Reference Librarians use when not in their offices on the lower level, and first floor.  Can this be changed? Probably not in the next five years  The Circulation Desk is open when the building is open. The desk is staffed by graduate students after 6 pm till close @ am

11. Information Technology Student Technical Services  The IT Student Technical Services desk is the 1/3 of the desk to the right.  The IT student staff are identified by burgundy polo shirts  The IT student staff provide service to the students, and walk up customers in the Learning Commons  Duties include: wireless assistance, hardware/software troubleshooting, virus and malware cleaning, DMCA cleaning, printer care and feeding in the Learning Commons, and residence halls  This desk is open when the building is open. 7:30 - close

12. Media Services Help Desk  Media Services has their own help desk down a hall and through a door way.  Faculty, staff and students can check out equipment from this desk.  Reservations for equipment use on campus are made at this desk  Media Services staff will help with the equipment in our collaborative spaces  This desk is open 8 am – 5 pm, set ups and deliveries of equipment in classrooms continue to 8 pm

13. Information Technology Service Center  IT Service Center provides hardware and software support for faculty and staff  The center responds to email, web requests, and walk up customers.  The service center creates call tickets for telephone and network installs, advice, trouble tickets, and wireless computer issues  The desk has two full time staff, and student staff  The desk is open 8 am – 5 pm

14. Front Entrance with Greeter’s Desk  The front entrance to the Learning Commons has a gate with alarms  The Greeter’s Desk is manned by Library students hired by the Circulation Desk  This desk often gets the first question when a new client enters the building  The Library students wear a dark green polo with a logo when they work beginning Spring 2010.  This desk is staffed when the building is open

15. Ideas become reality  How can a team be formed from so many departments?  Can the staff work together?  Where should we start?  How can one person schedule all the staff at the Commons Help Desk?  As we open the building we have more questions than answers

16. Content from original email to CHD staff  1. Please visit the staff wiki located at http://lctcl.wikispaces.com each time you work at the Information Commons Service Desk - I will be updating daily, I'm sure. 2. The phone greeting will be as follows: "Commons Help Desk, ______ speaking; How may I help you?"?  3. Referrals for IT should go to ext 5700 or go to the 3rd floor.  4. Please bear with me as we make adjustments to the schedule -- check the wiki for most current information.

17. Commons Help Desk Schedule Fall 2008

18. A sample email in the early days Attached is a copy of the summer schedule. We’re off to a rough start with many individuals unable to cover their shift at the CHD and the backup as well. I realize that most of you did not sign up to sit and work at the desk, but it is part of your job duties (probably categorized as “other duties as assigned”. It is an important role as the first impression for our customers stopping in the building looking for assistance and direction. This desk is a collaborative effort between our 3 divisions and I cannot do it without your help, cooperations, and dedication. Since each of us have been assigned new duties in this building, we all need to take ownership and price working together at the CHD. Email sent by L Malmquist

19. Challenges  Attending training was an issue; staff attended one, two, sometimes three classes, but not all four  Staff not being attentive to the needs of the clients  Staff missing shifts for any reason requiring back-up  Staff having personal conversations while at the desk, not realizing clients would not interrupt to ask a question  Staff with technical backgrounds directing all technical issues to the Student Technical Services  When you don’t manage the individual, how do you discipline them for not working at the desk, or not doing a good job at the desk?

20. Commons Help Desk Schedule Winter 2010

21. Training questions  How are student staff trained?  Should the library students staffing the desk have technical skills? Should they be expected to use the skills?  What happens if a professional staff member does not attend training? Do they still work at the desk? – How will the lack of training change the level of assistance? – Are there times when staffing levels need to be higher?

22. Our two year journey, lessons learned  Some professionals enjoy being at the desk and greeting clients  In order to keep the skills learned, we need to use them. A librarian might not be available to search for a book, database  Could you help fill a printer if it runs out? Does this need to be a technical job?  What are the most common questions at the desk? – Where is the copy machine, bathroom, telephone, printer etc – How do I log into the computers – I need to print, but am not part of SCU – Where is? Media Services, room 330c, any staff member? – Directions to an event or another building

23. Commons Help Desk changes  We are in our 4 th change at the Commons Help Desk  The first change was to decrease the time spent at the desk on a weekly basis. Each staff member had assigned times and back up duties  Staff decreased from 2 staff on duty at the desk to 1 staff on the desk after our first Fall quarter Individuals that failed to meet their obligations were removed from the schedule. Was that fair? Or did it make the process easier for scheduler and staff at the desk.  Managers were encouraged to talk to their staff and motivate them to be at the desk  Meetings were held quarterly to thank the staff with baked treats provided

24. Change a part of life  With the Spring 2009 schedule, staff was asked what would work best for their schedules: 9:00-11:00, 11:00-12:30, 12:30- 2:00, or 2:00- 4:00  Secret shopper was used to assess the quality of service and identify areas that needed additional training  Tracking the number of calls, or walk ups continues, the data is used to facilitate change

25. More changes  Lunch hours proved to be an issue, changes were made to make it easier ; 11:30 am start times with a shift of 1 hour 30 min  Procedures for requesting back up were implemented (initially it was up to the person to find the replacement) the staffing changes were noted on the schedule in the wiki  Requests from managers regarding the scheduling of their staff were accommodated  After the first year, it was agreed that refresher courses should be taught. Students were being trained each fall, but staff other than the staff instructing did not attend

26. Contact Information Diane Cranor Information Technology Santa Clara University dcranor@scu.edu Michael Miller Student Technical Services Santa Clara University mmiller@scu.edu http://lctcl.wikispaces.com