An Operational View of the Information Commons

Lessons Learned from

a Year of Service

Vicki Mills, Undergraduate Services Librarian

Maliaca Oxnam, Engineering Librarian

Laura Talamonti, Support Systems Analyst Sr.

March 22, 2003

The Information Commons is…

a reference & research area,

BUT it is more…

The Information Commons is…

a computer lab,

BUT it is more…

The Information Commons is…

a place for study (27 group study rooms),

And even more…

The Information Commons is…

collaboration with their peers (not a quiet place)

interaction with library staff (guide students’ inquiry and research process)

interaction with tutors and other campus helpers

interaction with computers and vast array of software

interaction with library’s resources (print and electronic)

a space that fosters learning, collaboration, and interaction

The Information Commons…

… has brought students together with instructors, tutors, librarians and technology assistance and combined information and technology in ways that facilitate learning. It is a huge success.

• 13 scanners• 10 B/W Printers• 2 Color Printers• Software Galore

– Microsoft Office– Graphics/Design– Web Page Creation– Statistics– Disk Utilities, – Specialized & Course Software

•209 Gateway PCs

•21 Macs

(all with floppy, zip & CD R/W drives)

•100+ ports for laptop computers

For a complete list of what is available, see:

http://dizzy.library.arizona.edu/library/teams/ust/infocomm/ic-features.pdf

The Information Commons…

IC Operations• Part of the University Library• Open 142 hours/week+

Sun Mon Tues Wed Thur Fri Sat

11:00- 24 hrs 24 hrs 24 hrs 24 hrs -9:00 9-9

• Open to public• Priority goes to UA Students, Faculty & Staff• When busy, will check for University IDs (CatCards)

• No ID (or not able to prove affiliation) = no computer

IC Staffing

• Library staff from 5 different units • Graduate Library School students • Undergraduate and graduate students from a

variety of other departments and majors • Extended Hours Staff

– 9 pm to 8 am– Provide both assistance to students – Serves as security for the building

Who works in the Information Commons?

IC Training• Staff requiring training in Spring 02

– 37 library staff with reference experience

– 15 library staff new to reference or new to the library

– 38 students with varying amounts of experience in a library

• In short,

– Library Staff had experience with traditional Library resources but needed training in technology applications and troubleshooting

– Students were familiar with the technology, but needed training in Library services and resources

– Others fell somewhere in between

IC Training - Structure•21 reference/information modules –

– How to use and answer the most frequently asked questions in the catalog, indexes, print reference sources, online reference sources, etc.

•14 software or technology modules –– How to answer the most frequently asked questions in

Word, Excel, Dreamweaver, How to scan, How to burn a CD, etc.

Modules didn’t try to teach everything – just what would answer 80% of the questions – those things

that are asked over and over again.

IC Training - GoalsInitial Training Goal

Want everybody to learn everything

Revised Training Goal Everybody needs to develop basic competencies

around reference service and technology assistance.

IC Training - Reality

• Staff only remain familiar with technology and resources they use on a regular basis

• Natural triage developed for more complex questions– Students often answer technology-type

questions– Library Reference staff answer research

questions

IC - Results

• Wildly successful – “the place to be”• Most common complaint - “get more

computers!” • Performed a satisfaction survey the week

of 2/24/03 – 3/3/03. – what kinds of activities they came to the IC

to do, – how satisfied they were with the equipment

and services, and – how long they had to wait for computers

What did you come in the Information Commons to do today?

0

50

100

150

200

250

266

To

tal

Res

po

nse

s

How well did the available software meet your needs?

0

20

40

60

80

100

120

140

160

NotSatisfied

VerySatisfied

Blank

Software

Av

era

ge

: 4

.43

IC – Results (cont.)

Did you find help when you needed it?Yes 80%No 20%

How long did you have to wait for a computer?No wait 33%30 - 60 seconds 7%2 - 5 minutes 23%6 – 15 minutes 19%More than 15 minutes 17%

How has the IC changed how we provide customer assistance?

• Identity crisis! Where is the Library?• Greater focus on electronic reference

resources• First 4 months showed an increase in

computer application questions and decrease in reference questions

• Fall semester showed an increase in reference questions, outnumbering computer application questions.

Technology...Laura Talamonti

Support Systems Analyst Sr.

The day after our “cattle herd” arrived…

• Network and Environment

• Pay for Print

• Keyserver Software

• System Images

• Deep Freeze Software

• Communication

• Cleaning/Maintenance Issues

Technology Overview

• 13 scanners• 10 B/W Printers• 2 Color Printers• Software Galore

– Microsoft Office– Graphics/Design– Web Page Creation– Statistics– Disk Utilities, – Specialized & Course Software

•209 Gateway PCs

•21 Macs

(all with floppy, zip & CD R/W drives)

•100+ ports for laptop computers

For a complete list of what is available, see:

http://dizzy.library.arizona.edu/library/teams/ust/infocomm/ic-features.pdf

The Information Commons…

IC Network & Environment• 2 Windows 2000 servers

– domain controllers running active directory and DNS.

• 2 Windows 2000 servers – print servers.

• 1 Windows 2000 server – files, applications,

profiles, and anti-virus software

• DHCP for laptops• Mandatory profiles on

all workstations – ADA, scanner, IC

classroom, GIS, IC Public, Science Public.

• W2K group policies• Reflexive access lists

- router• 100 MB ports

Pay for Print Services

• Pharos Uniprint software (http://www.pharos.com)

- tracks, monitors, measures, routes, and optionally charges for network printing.

• 12 Print Stations:• 10 black and white Laserjet printers ($.10 per

page)• 2 color Laserjet printers ($1.00 per page)• Leased through Xerox – managed by our Photocopy Center

Printing Activity (1/1/02--3/10/03): 452,475 print jobs 1,709,605 pages (total)

Learnings …..•Add memory to the printers – 128 MB - printing large files (PDF)

•Purchase/Lease high speed printers

•100 MB connections

•Huge decrease in printing problems

Pay for Print Services (cont.)

KeyserverClient/Server license management system for

local and remote software applications. – Supports Windows, Macintosh, MAC O/S X, and

thin client systems

• http://www.sassafras.com• Currently keying 30 different software

packages• Built in crystal reports for monitoring usage• Shared service throughout the entire ILC

Learnings …..

• Verify licensing agreements or contact vendors to see if keyserver can be used with their product

• Be aware that not all software packages can be keyserved.

• Can take multiple installations for keyserver to recognize the application

• Once installed – minimal administration

Keyserver (cont.)

System Images - GhostSoftware tool for enterprise PC management,

user migration, and application deployment.• www.symantec.com

• Time Saver– would take 2-3 days to manually install, configure,

and update one machine.

• Once a master image is created, it can be pushed (network) to multiple machines consecutively– Our current compressed master images (8) are

over 7 GB each. – Typical install takes 30 – 40 minutes.

Learnings …..

• Multicast protocol – high bandwidth• Figure out how to successfully use it

within your environment – what works for one department may not work for you

• 50 systems at a time• Overall process improvement • Test, Test, Test

Ghost (cont.)

Deep Freeze SolutionsSoftware application – when installed, it “freezes’ the computer’s software configuration.

– Upon restart all changes are erased and the original software configuration is restored

– Invisible to the end user.– Plays a key role in the availability of computers for a

24X7 environment.– Helpline calls decreased by 90% for viruses,

performance issues, and application problems– http://www.deepfreezeusa.com

Communication• Never ending• Includes all

stakeholders• Established an All-IC

listserv• Answer Library

report card comments

• Review surveys• Meetings

Cleaning & Maintenance• Keyboards• Mice• Monitors• Dust in the fans

• Requires planning– Identify & plan for slow periods (i.e. spring

break, Christmas holidays, and summer breaks)

– Student projects– Extended hours staff

Partnerships...Maliaca Oxnam

Engineering Librarian

Partnerships

• 2 Primary types of Partnerships– Instructional collaborations with the

Library• Formal instruction in the Electronic

Classrooms

– External requests for course-specific software to be added to the IC Computers

It is an extension of the classroom –

Partnerships

Provides an integrated center for learning

– ILC Classrooms/Break-out rooms

– ILC Meeting Place– Information Commons

• Classroom

• Collaborative Space

• Study Group Rooms

Partnerships – Why?• Faculty see students coming to the IC;

recognized as a link to students• Faculty use demonstrations & multimedia in

class & instruct students to replicate at IC• Faculty collaborate with Library for Instruction • Class assignments

– Software specific assignments (i.e. Dreamweaver, course specific software)

– Resource specific assignments (i.e. specific Library materials)

– Collaboration specific assignments (i.e. requires group work)

IC Instructional Classroom

• 48 PCs

• 1 Mac

• 1 Adaptive Workstation

• Instructional Multimedia Center

• VCR• Scanners

• Wireless Mouse/Keyboard

• Projection Unit

IC Instructional Classroom

• Focused on hands-on development of information competencies

• Must be scheduled with library staff

• It is used very heavily during the Fall and Spring Semesters

• From 1/6-3/16 – 169 classes/sessions taught for 283 hours

Partnerships - Examples

• Natural Science 101 (General Education) – Weekly instructional partnership

• Astronomy 203 (General Education)– Multiple sessions over 1 week

• Optics 310- Single session

Partnerships - Realities• Classroom is always busy• Faculty & Instructors get spoiled

– Want all class activities in the IC• Office Hours• Assigned Study group rooms & times• Access to the IC Classroom (don’t like having to

go to other electronic classrooms)

• Problems with course specific software– Minimal support for students– Upgrades?– Uninstall?

Learnings …..• Make sure new computers and software arrive and

can be installed and tested well before opening (not 3 weeks before!)– Start out with a good implementation plan

– Allow for growth

– Be very flexible

– Understand that services initially provided will constantly change

– Build a good working relationship with your campus IT

department - you will need to address security, bandwidth, and

various network issues on a much larger scale.

– Work to understand your customers – they want seamless

access to information

Learnings …..

• Train desk staff on new computers/software before opening.

• Make the help desk(s) more obvious•Think about signage

• Don’t assume you will have enough computers!

Learnings …..

• Having two different kinds of computers was double trouble

• The MACs presented staff training and computer networking problems that were unique

• Think about how to create quiet areas within the Information Commons

Questions?

Clarifications?