In 2007 the UNH Library orchestrated several space redesign projects to enable new services and functions within the Library and adapt to changing academic support needs. These projects included the creation of a digital imaging lab in an unused preservation workroom, and the redesign of the Government Documents Department office to accommodate the transfer of its public service desk to the IT Support Center of the new Dimond Academic Commons. Creativity and flexibility by all participants as well as a shared goal of providing the best possible service to students, faculty, and staff helped meet challenges such as tight deadlines, coordination and communication of information among several units, loss of physical space, and a need for extensive infrastructure work.
Dartmouth Biomedical Libraries October Conference - Space 2.0: Small-Scale Library Redesign Projects, Dartmouth, NH, October 3, 200

Buckley, Louise

Exline, Eleta

English

UNH Scholars' Repository

University of New HampshireUniversity of New Hampshire Scholars' RepositoryUniversity Library Scholarship University Library10-3-2008Polishing the Dimond: changing spaces forenhanced services to the UNH communityLouise BuckleyUniversity of New Hampshire, louise.buckley@unh.eduEleta ExlineUniversity of New Hampshire - Main Campus, eleta.exline@unh.eduFollow this and additional works at: https://scholars.unh.edu/library_pubPart of the Library and Information Science CommonsThis Conference Proceeding is brought to you for free and open access by the University Library at University of New Hampshire Scholars' Repository.It has been accepted for inclusion in University Library Scholarship by an authorized administrator of University of New Hampshire Scholars'Repository. For more information, please contact nicole.hentz@unh.edu.Recommended CitationBuckley, Louise and Exline, Eleta, "Polishing the Dimond: changing spaces for enhanced services to the UNH community" (2008).University Library Scholarship. 16.https://scholars.unh.edu/library_pub/16Dartmouth October Conference ‐ October 3, 2008Polishing the Dimond: Changing Spaces for Enhanced Services to the UNH CommunityEleta Exline, Digital Collections LibrarianLouise Buckley, Reference LibrarianUniversity of New HampshireWhy Talk About These Spaces• Digital Scanning Lab• A new and rapidly expanding unit that filled an underused space• Outgrowing a renovation before the paint dries• Government Information Department• Currently operating unit whose space was reduced for addition of new services• Public service department operating without a public service deskDartmouth October Conference ‐ October 3, 2008Dartmouth October Conference ‐ October 3, 2008Digital Scanning LabProblem:– One small multi‐use office on loan– One librarian and one part‐time staff moving to full‐time, plus one grad assistant– No room for scanning, processing, or studentsSolution:The preservation treatment room that never was, aka, the Technical Services KitchenDartmouth October Conference ‐ October 3, 2008An (almost) Empty RoomDartmouth October Conference ‐ October 3, 2008The PlanThree workstations and three scanners– Planetary– Medium flatbed– Large flatbedRoom for book trucksStorageReuse furniture from other areasDartmouth October Conference ‐ October 3, 2008The PlanDartmouth October Conference ‐ October 3, 2008The PlanDartmouth October Conference ‐ October 3, 2008Growing Pains• No room for legs and arms• Planetary scanner too heavy for table• Planetary scanner won’t work with lights on• Large flatbed too big for desk• Too many book trucks• One extra workstation – now up to four• Double monitors betterDartmouth October Conference ‐ October 3, 2008Instant RedesignDartmouth October Conference ‐ October 3, 2008Instant RedesignDartmouth October Conference ‐ October 3, 2008The Digital Lab TodayDartmouth October Conference ‐ October 3, 20084 Workstations4 Scanners6 Monitors1 Book truck4 Black DrapesLots of StorageThe Digital Lab TodayDartmouth October Conference ‐ October 3, 2008The Digital Lab TodayDartmouth October Conference ‐ October 3, 2008The Digital Lab TodayDartmouth October Conference ‐ October 3, 2008Things to Remember• Don’t stick to the plan if it isn’t working• Don’t spend too much money on a temporary fix• Electrical and telecom take time• Working in a construction zone has its perksDartmouth October Conference ‐ October 3, 2008Government Information Dept.• Linda Johnson, Head of Government Information• linda@unh.edu 603‐862‐2453• Thelma Thompson, Government Documents & Map Librarian• thelma.thompson@unh.edu 603‐862‐1132– On sabbatical until Feb. 2, 2009• Kathy Horrigan, Docs Library Services Supervisor• katherine.horrigan@unh.edu 603‐862‐3730• General Contact Information for Department• gov.docs.questions@unh.edu 603‐862‐1777Dartmouth October Conference ‐ October 3, 2008Redesigning for & Living in Less Space• That was then, this is now• Highlights from planning and design process• Lessons Learned or Reinforced• Physical Space– Surprises and Changes• New Public Service Model– What it is– Experience after one yearDartmouth October Conference ‐ October 3, 2008Then…Dartmouth October Conference ‐ October 3, 2008…NowDartmouth October Conference ‐ October 3, 2008Then – Public SpaceDartmouth October Conference ‐ October 3, 2008Government Documents Reference Desk Now – Public SpaceDartmouth October Conference ‐ October 3, 2008IT Support Center  Then – Office/WorkroomDartmouth October Conference ‐ October 3, 2008Now – Office/WorkroomDartmouth October Conference ‐ October 3, 2008Now – Office/WorkroomDartmouth October Conference ‐ October 3, 2008Planning and DesignDartmouth October Conference ‐ October 3, 2008Planning and DesignDartmouth October Conference ‐ October 3, 2008Planning and DesignDartmouth October Conference ‐ October 3, 2008Planning and Design• Valuable to have someone who can work with spatial information and envision new spaces • Need to sequence activities as well as inclusion of additional elements adds complexity toproject. Being in the middle of the sequence  is stressful since more dependent on otheractions occurring first• Leave time and money for telecom and electricians to add or move connections Dartmouth October Conference ‐ October 3, 2008Planning and Design• Investing in some custom work can really make the most of a small space• Clear, consistent, & agreed upon expectations about budget by all parties, even if all don’t deal with specifics• Budget was managed by Library Admin for the overall library piece of the Dimond Academic Commons project• No specific project budget figure at dept. level allowed for brainstorming about what was really needed Dartmouth October Conference ‐ October 3, 2008Working with the Architect• Useful relationship as architect had skills and knowledge not available in the dept.• Providing good, detailed information about department needs and desired outcomes early in process was critical• Important to check that architectural plans match the reality of what is in the spaceDartmouth October Conference ‐ October 3, 2008Lessons Learned or Reinforced• Communication• Number 1 item• Early, often, in writing, variety of means• With project participants and others in library or on campus and users• Share available information and allow people to deter‐mine what level of detail they need or want to know• Clarity about lines of communication for decision‐making • Listen and hearDartmouth October Conference ‐ October 3, 2008Lessons Learned or Reinforced• Clear and known areas of responsibility• Close number 2• Who is responsible for what; who can make the final decisions in specific areas; consistency in who is responsible is best• Timely decision‐making• Understand what is sacred or a must have and what is open for discussionDartmouth October Conference ‐ October 3, 2008Lessons Learned or Reinforced• Remember that different participants will have different objectives or concerns that may complicate already complex situations• Perspectives differ or will shift during project: big picture – detail ‐ minutiae• Set reasonable expectations and deadlines• Flexibility and patience are valuable• Acknowledgment of individual and group contributions• In different venues, publicly and privately, with specificityDartmouth October Conference ‐ October 3, 2008Some Personal Reactions• Facilitator identified a sense of grief or loss – Can’t discount the  emotional investment, either in the old or the new• Particularly difficult to have to continue working in the midst of the changing space• Appreciate support from colleagues while in midst of change• Helpful to keep in mind that it’s the institution’s space, not the unit’s own space or personal space• Relatively quiet scheduled desk time provided productive work time that is now missed by someDartmouth October Conference ‐ October 3, 2008Physical Space – Surprises and Changes after the Redesign• Offices & workroom now quasi‐public spaces• Lack of space to work with tangible materials with patrons • temporary solution August 2008• Loss of line‐of‐sight to Map Room, with some security and service concerns resulting • door alert system to be installed Fall 2008• Department office doorDartmouth October Conference ‐ October 3, 2008Office DoorDartmouth October Conference ‐ October 3, 2008Elements of Public Service Model• Advertised hours: Weekdays 8 a.m.– 4:30 p.m. or by appointment at other times• On call (guaranteed availability)• M‐W‐F  9 ‐ 11 T‐Th 1 ‐ 3• As available (likely to be available but not guaranteed) aka “catch time”• Telephone or email promoted as alternatives• Departmental & personal phone & email• Redesigned web pagesDartmouth October Conference ‐ October 3, 2008Redesigned Public Service Model• Uniqueness: providing reference services without a physical service desk • Development• Move toward a more consultative model• Awareness/Outreach – key• Library & campus publications; open house; part of Dimond Academic Commons advertising; emails; physical and digital signs; events; library webpage news rotator postingsDartmouth October Conference ‐ October 3, 2008SignageDartmouth October Conference ‐ October 3, 2008Never Too Much SignageDartmouth October Conference ‐ October 3, 2008Outreach/AwarenessDartmouth October Conference ‐ October 3, 2008One Year LaterDartmouth October Conference ‐ October 3, 2008Day of WeekWhich TotalMonday On Call 16Monday Catch Time 75Tuesday On Call 14Tuesday Catch Time 48Wednesday On Call 25Wednesday Catch Time 51Thursday On Call 15Thursday Catch Time 43Friday On Call 16Friday Catch Time 38One Year LaterQuestion CategoryWhat TotalReady Ref 55Ref 182Consult 102Direction 4Other 18NA  0i.e., commentDartmouth October Conference ‐ October 3, 2008One Year LaterHow ReceivedHow TotalBuzzer 4Phone, undiff 41Phone, dept 6Phone, direct 13Email, undiff 11Email, dept 10Email, direct 8Referral, Undiff 4Referral, Ref 75Referral, ITSC 21Referral, Other 9By accident 29In person 95TOTAL 326Dartmouth October Conference ‐ October 3, 2008One Year Later• Docs Department Perceptions– Generally successful– More to do• Continue to fine tune public service model and spaces to support it• Install Map Room door alert system• Major design of web site• Update and create new online subject guides• Expanded outreach efforts for government information services • Active involvement in FDLP changes and developmentsDartmouth October Conference ‐ October 3, 2008Contact and Credits• Louise Buckley• lbuckley@unh.edu 603‐862‐1435• Eleta Exline• eleta.exline@unh.edu 603‐862‐4352• Photo Credits: Louise Buckley, Eleta Exline, UNH Photographic ServicesDartmouth October Conference ‐ October 3, 2008

Polishing the Dimond: changing spaces for enhanced services to the UNH community

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Polishing the Dimond: changing spaces for enhanced services to the UNH community

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