Back in Circulation Again 2024

Our community, like so many others, is grappling with the drug epidemic, with our library having a front row seat to the grip it has on the people in our community. This included continual drug use in our building, causing us to close our bathrooms multiple times a day, finding drug paraphernalia in and around our building and an overall disruption to our loyal patrons. In addition, our staff had to emotionally watch the swift decline of patrons they cared so much about. To combat this, we took a multi-pronged approach when it came to trying to keep our bathrooms safe, and our patrons alive. This involved hiring contract security in addition to our library security staff, getting approved to have Narcan in our buildings, and ultimately installing sensors in all our public bathrooms to decrease drug use and allow the public and staff to use the library as intended. This long journey came with a lot of steps, problem solving and some hard-won victories that we are proud of. We believe that sharing our experience can help not only other libraries start the process of installing sensors, but hopefully in the end, possibly save a life.

In summer 2023, Ball State University Libraries unified the main-floor service desks in our main campus library, merging reference and circulation/reserves services to simplify the user experience. Following the pandemic and a wave of faculty retirements, the Libraries saw a growing need to strengthen relationships on campus through our librarian liaison program. Usage data revealed changes in students’ library behaviors, indicating that existing service models also needed to change. Our unified service model built capacity for librarians to advance our strategic priorities through the liaison program. As we merged physical spaces, Access Services and Research & Teaching Services staff worked side by side to learn from each other as we adapted our techniques for assisting library users. The change brought fresh perspectives and streamlined approaches to longstanding processes such as lost & found, returned books, and key access. Student staffing was also a critical consideration, and the unified desk brought about the need for an entirely new, unified student role. Student assistants from Reference and Circulation/Reserves were combined and cross-trained, enabling them to provide streamlined assistance at the newly created Library Information Desk. This session will share our experiences moving to a combined service desk and reflect on our process of change management. By involving key staff in the planning and implementation process, we achieved significant progress in a relatively short timeframe. Additionally, post-implementation task forces enabled frontline staff to continue to finesse changes, fostering an iterative and collaborative approach to changes and contributing to a greater sense of ownership among team members.

This presentation explores the impact of adopting digital library initiatives on access services workers at the University of California San Diego (UCSD), Geisel and Wong Avery Libraries. We will share the expertise and experience of frontline staff and student employees and the lasting impact of operationalizing new policies in a post-COVID world. Digital first initiatives have been strongly prioritized by libraries to promote equitable access, cost effectiveness, and technological growth and advancement at UCSD. The way libraries’ digital prioritization affects both users and library administration has been studied and considered in great detail. Yet the impact of digital first on access services staff and student employees is often overlooked. User needs shifted significantly in 2020 making existing digital frameworks more relevant. Staff who worked at service points became proficient in these technologies and acquired a range of skills.

These teams have been largely responsible for educating and supporting users through this technological transition. This change in digital first has produced both positive results and growing pains for users, frontline staff and student employees. Leadership can leverage the bank of first-hand knowledge and experience of front line staff and student employees to develop new initiatives. Through the content and interactive elements we share, attendees will come out of our presentation with an understanding of the impact that digital first initiatives have on staff, student employees, and users. In addition, attendees will be motivated to apply this knowledge in ways that will be beneficial for all.

Are you ready to be video recorded while working at a public service desk or in the stacks? Chances are increasing that library staff will be faced with a First Amendment auditor's attempt to get footage for their social media. In this interactive session, I will discuss the First Amendment and high-level policies that your library should have in place and staff must know. I will use video examples of audits created by Vernon Area Public Library staff to highlight what (and what not) to do during an audit, and engage the participants with unique scenarios to encourage discussion about what to do in difficult situations. The goal of this session is for participants to walk away better prepared to professionally handle a First Amendment audit in their library.

Step into the world of library Circulation Services with our interactive game show! Join in the fun as teams answer questions about access and circulation services, promoting teamwork, communication, and customer service skills. The game show format simulates real-life customer interactions at a circulation desk, providing participants with a dynamic and entertaining environment to enhance their customer service skills. The game show structure is designed with rounds of questions and challenges that are related to access and circulation services, incorporating scenarios and real-life examples. Teams will navigate these scenarios, applying their knowledge and problem-solving skills. Audience participation includes interactive polls and quick challenges, and participants are encouraged to share their experiences and insights during the Q&A session. Winning teams receive incentives, adding an element of friendly competition. This workshop is perfect for all library professionals, including paraprofessionals, librarians, and managers, who want a unique and entertaining way to explore access and circulation services. The workshop will run for approximately one hour, allowing for a well-paced game show experience and a Q&A session. Strengthen your teamwork and communication skills, enhance your customer service capabilities, and gain a deeper understanding of best practices in access and circulation services—all through an enjoyable and interactive medium.

Bringing books and materials to those that can no longer make it to the library because of health or mobility issues is a great library resource you can offer patrons in your community. Middleton Public Library started providing this service in 2022 and we will share how this successful program got started with a few volunteers and very little cost.

The two presenters for this program will be Katharine Clark and Megan O’Keefe, both with Middleton Public Library. Katharine Clark is the Deputy Director of the Middleton Public Library. She has previously worked at the Beloit Public Library, E.D. Locke Public Library in McFarland, WI and the Madison Public Library system. She has been actively involved with the Wisconsin Library Association for over 20 years, serving on many committees and most recently has been elected as WLA-President Elect. Megan O’Keefe is new to the library profession and a recent graduate from the University of Denver. Megan has also worked at the New Glarus Public Library and completed her internship at the Stoughton Public Library in Adult Services. She is currently an Assistant Public Services Supervisor for Middleton and has taken up coordinating Homebound Delivery Services.