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________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
OLA Presentation 308Librarians Off the Desk:
Developing Paraprofessionals for Reference
Karen Nicholson, Rebekah Schmidt and Julie Willson
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Presentation Outline
• Blended service at McMaster
• Paraprofessional’s perspective
• Environmental scan and rubrics
• Training Program
• Questions
http://blended.blog.lib.mcmaster.ca/
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Blended Service at McMaster
Assumptions
• Single service point
• Staffed by paraprofessionals
• Go live: Jan. 2009 (Thode & Innis); Sept. 2010 (Mills)
• Self-service = primary mode of delivery
• Review of services and staffing
Blended Service Teams
• Implementation and Design Group
• Training Team
• Mentors
• Referral Group
Timeline (Thode & Innis)
Blended service announced
Training begins Go live Date I
Training hiatusRevised training program starts
Assessment
Sept. 08Jun. 08 Dec. 08 Jan. 09
Go live Date II
Feb. 09 June 09 Sept. 09
Vendor visits
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
The View from the Trenches
Julie WillsonSenior Reference Assistant
Thode Library of Science and Engineering
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Environmental Scan and Rubrics
Rebekah SchmidtBlended Services Design and
Implementation Group
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Environmental Scan
• Reviewed Articles Compiled Bibliography• Top 3 Articles
• Meldrem, Joyce (2005) Redesign your Reference Desk: Get Rid of It.
• Flanagan, Pat and Lisa R. Horowitz (2000). Exploring New Service Models: Can Consolidating Public Service Points Improve Response to Customer Needs?
• Bracke, Marianne Stowell., et al (2008). Evolution of Reference: A New Service Model for Science and Engineering Libraries.
• Prepared Recommendations for BSIDG
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
• Communicate the logistics of blended service and the initiatives of BSIDG to library administrators and staff
• Provide change management workshop(s)
• *Define and understand the different philosophies of service for circulation and research help
• *Pre-assessment/post-assessment (Mills) staff regarding educational background, work experience, technology skills
• *Each trainer or training team provide a lesson plan and specific outcomes that can be assessed in a concrete manner
Recommendations
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
• *Implement methods of feedback that allow trainees a venue for constructive criticism
• *Provide ongoing training after formal implementation of blended service
• Devise methods for assessing training• *Define and outline policy regarding referral process for
McMaster libraries• Define competencies for blended service staff (provide
concrete examples)
Recommendations
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Rubrics• Concrete tool for assessment for the
paraprofessionals in training and for management
• Four Distinctive Rubrics • Circulation• Customer Service• Information Fluency • Technology
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Rubrics• 3 increments of progression were agreed upon
1. Developing: Does not yet meet the minimum standard of performance; can perform research help duties with assistance
2. Proficient: Meets the minimum standard of performance; can perform most research help duties alone
3. Accomplished: Exceeds the minimum standard of performance; can perform research help duties alone, can make appropriate decisions using good judgment in the absence of the supervisor
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Rubrics• Measure progress and outlined expected
standards of service• Library Management concrete form of
assessment• Trainers also aware of expectations. Able to
utilize rubrics to guide the creation of training sessions and assignments
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Blended Services Training
Karen Nicholson
Timeline (Thode & Innis)
Blended service announced
Training begins Go live Date I
Training hiatusRevised training program starts
Assessment
Sept. 08June 09 Dec. 08 Jan. 09
Go live Date II
Feb. 09 June 09 Sept. 09
Vendor visits
http://www.blyberg.net/card-generator/
Providing support
• Library /union agreement• Rubrics• Liaison support (mentoring,
shadowing)• Release time for trainees• Technology training &
support for trainees
Information fluency training
http://www.sxc.hu/photo/653041
• Outcomes, assessment aligned with rubrics
• Collaborative, active learning• Concepts and transferable skills• Multiple learning opportunities,
settings
Service culture
http://www.flickr.com/photos/macetg/4254146813/in/set-72157623161563760/
Mentoring and shadowing
http://www.flickr.com/photos/macetg/4185443734/in/set-72157623000115870/
Assessment
• Written– Multiple choice, short answer, matching
• Reference interview• Technology
http://www.sxc.hu/photo/948188
http://www.flickr.com/photos/macetg/3420787539/in/set-72157616377544791/
Program evaluation and feedback
Redesign for Round II: 2009-2010
• Technology training up front• Study skills session• Guidelines for mentors, mentees, shadowing• Units & breaks!
________________________________________________________________________________________________ McMaster University Libraries • library.mcmaster.ca • 905.525.9140 x22533 • [email protected]
Thank you!
Questions?