1. Customizing Services for the Millennium Generation Students Access Services Conference 2011 Kawanna Bright Head of Information Services and Student Engagement & Amy Chang Head of Access Services

2. Customizing Services for the Millennium Generation Students  Why Customize Services?  Customizing Services in Information Services  Customizing Services in Access Services  Collaborative Efforts  Total Quality Management  Challenges  New Service Endeavors

3. Why Customize Services?  Increasing demands for various services  Students demand a large range of services  One-stop service: Library, Tutorial/Writing services, and technology support  Different service expectations and demands from millennium students  Right now, get in/get out

4. Why Customize Services?  Student-Centered Library  User experience analysis  Students see a need, We fill the need  New roles of the Library  All-encompassing, teaching and learning focused center

5. Customizing Services in Information Services  Bringing the Writing Center and Tutorial Services to the Library building  Shared desk staffing with the Office of Information Technology  New, cutting edge technology

6. Customizing Services in the Information Service  Created an 184 seat quiet study room  Expanded the Information Commons (added 75 more computers)  Created a multi-purpose teaching space with technology support

7. Customizing Services in Access Services  Textbooks for Freshmen (C&RL NEWS, October 2011)  Equipment and electronic devices  Restaurant pager service for textbooks, laptops, and group study rooms  32 group study rooms and SI rooms  Open 24/5, weekends, holidays and 24/7 for finals

8. Total Quality Management  Responsiveness  Convenience  Just-in-time  Consistency  Reliability

9. Collaboration: Access Services and Information Services  Roadrunner Welcome Week  Welcome Table  Summer/Fall Student Orientation  Information fairs and tours  Mobile Assistance  Using iPads and laptops  User Experience Activities  Online and physical space usability studies  Basic Reference Training  Provided to Access Services and OIT staff to insure consistency of services.

10. Challenges  Non-Shared Service Desks  Limits to what services can be offered at both desks.  Training & Staying Informed  Staff work at different times, including overnight  Different means of communication used by both service points.  Management of Service  Planning and implementing new services  Maintaining quality of existing services

11. Future Endeavors  LibAnswers System  All public service points involved.  Includes both external resource for students and internal resource for staff.

12. Questions? THANK YOU!