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Category Archives: access
Access Services in the 21st Century: The Assessment Chapter
Back in November of 2020, Michael Krasulski (Philadelphia Community College) approached Justin Hill and me about contributing to a new edition of ACRL’s Twenty-First Century Access Services. The 2013 edition was in desperate need of a refresh – so much … Continue reading
Posted in access, service assessment, statistics
Tagged access services, data-driven decision-making
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Continuously Improving User Experience at the One Stop
Staff at the Charles Library One Stop Assistance Desk serve as an essential gateway to library resources, services and spaces – for users entering the building, as well as connecting patrons to library services by telephone. While many users visit … Continue reading
Assessing Library Services with a DEI Lens
The annual American Library Association conference returned (at last!) to an in-person format this year. It was great to meet up with colleagues, and miraculously, the heat and humidity of Washington DC were bearable, even at the end of June. … Continue reading
Posted in access, collections, conference reports, library spaces
Tagged accessibility, DEI, diversity equity inclusion
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The Continuous Process of Keeping Our Student Workers “Up to Speed” 
The One Stop Assistance Desk could not function without our student workers. Making sure they are supported in the highly visible and essential work they do, managing desk duties when we’re at home asleep, is critical. Stefan Del Cotto, the student … Continue reading
Posted in access, process improvement, service assessment
Tagged continuous improvement, staff development, students
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The User Experience of Request and Retrieval
Earlier this year, a group was formed to consider ways to improve the user experience of requesting and retrieving items from the Charles Library BookBot. The group was composed of Brian Boling, Carly Hustedt, Karen Kohn, John Oram, Jackie Sipes, … Continue reading
Working Together for Improvement: The Digital Access Workflow
When the library closed its physical doors in March, new doors of the digital sort opened up. Yet the disruption of access service for physical materials, lasting several months, has yielded a re-working of processes for how we get our … Continue reading
Notes from the Field: Collections and Collective Action
Last week I participated in a symposium on the changing mission of academic libraries. While not directly related to assessment or strategic planning, those practices are implicit as we explored together “the mission of academic and research libraries in the … Continue reading