transcending the silos: moving beyond borrowers and lenders in resource sharing
DESCRIPTION
Poster presented by David Ketchum at the 2014 ILLiad International Conference, Virginia Beach, Virginia, March 18-20, 2014.TRANSCRIPT
Transcending the Silos: Moving Beyond Borrowers and Lenders in Resource Sharing
David KetchumResource Sharing Librarian
Example Self Assessment
S1 S2 S3 S4 S5 Median0%
10%20%30%40%50%60%70%80%90%
100%
41%
100%
50%45%
82%
50%
Example Rotating Task Schedule
S1 S2 S3 S4 S5 Median0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
41%
100%
50%45%
82%
50%
95%100%
91%
68%
95% 95%
Median level of competence/proficiency for the unit (Before) = 50% Median level of competence/proficiency for the unit (After) = 95% Combined increase in individual levels of competence/proficiency = 131%
Individual & Median Levels of Competence/Proficiency Before & Ten Months After Cross-Training
“I feel like I have more to offer the patrons and my coworkers in terms of being able to field patron questions, help out when coworkers are out of the office, and help student workers with training and troubleshooting.”
“I enjoy the variety of work. It keeps things fresh and interesting to have a wider range of tasks than before.”
“I love understanding the whole process or lifecycle of borrowing and lending and learning more about document delivery too. I don’t know how I got by before, knowing only my little piece of the whole picture.”
“I really enjoy helping student workers, patrons, and other libraries more effectively – it gives me a sense of satisfaction and success.”
Measured outcomes• Self-assessed skill level for each task, 10 months after cross-training • Quantified individual and median levels of proficiency• Looked for unintended outcomes (example: borrowing request delay time)• Solicited feedback from staff
Process for cross-training• Identified currently-assigned tasks• Self-assessed skill levels for each task• Quantified individual and median levels of proficiency • Organized group training sessions
• Encouraged everyone to attend• Covered multiple tasks/processes in each
session• Provided standard and “problem”
examples• Updated process/procedure manual
Implemented rotating task schedule • Ensures ongoing proficiency• Change tasks each day; weekly schedule can
change less frequently• Focus on tasks everyone should understand• Maintain some “specialized” tasks• Assign tasks based on time commitment to
better balance workloadsSupplemented task schedule with task priority list
• Serves as guideline only• Remain flexible
Individual & Median Levels of Competence/Proficiency Before Cross-Training
Example Task Priority List
November
2011
December
2011
January
2012
Febru
ary 2012
March 2012
April 2012
May 2012
June 2012
July 2012
August
2012
Septem
ber 2012
October
2012
November
2012
December
2012
January
2013
Febru
ary 2013
March 2013
April 2013
May 2013
June 2013
July 2013
August
20130
50
100
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300
Average Processing Delay Time (Minutes)
Transcending the Silos: Moving Beyond Borrowers and Lenders in Resource SharingPoster presented by David Ketchum2014 ILLiad International Conference, Virginia Beach, Virginia, March 18-20, 2014 When I arrived at the University of Oregon Libraries in February 2012 as the new Resource Sharing Librarian, there was a clear distinction between “Lenders” and “Borrowers” in ILL. Beginning in October 2012, the ILL team began cross-training across all ILL-related tasks and working from a rotating task schedule. These efforts have helped the ILL unit transcended the legacy model of distinct Lenders and Borrowers, greatly enhanced competence and efficiency across the department, and helped foster a collaborative learning environment.February 2012: Traditional “Borrowers and Lenders” model
4.5 FTE processing 90K transactions per year (50K Lending/40K Borrowing)Each task was assigned to a specific individual; some had designated backupsOctober 2012: Began cross-trainingSome Reasons for cross-trainingTranscend processing silosProvide more complete understanding of the entire ILL processRecognize priorities Fill in for others more easilyProvide better customer serviceOffer more comprehensive support for and oversight of student assistantsDiversify task assignments and learn new skillsCollaborate and team-buildEnhance flexibility Support UO Libraries’ Strategic Directions, i.e. Improve the User Experience, Become a Learning OrganizationBalance workloadEncourage development and succession planningProcess for cross-trainingIdentified currently-assigned tasksSelf-assessed skill levels for each taskQuantified individual and median levels of proficiency Organized group training sessions
Encouraged everyone to attendCovered multiple tasks/processes in each sessionProvided standard and “problem” examplesUpdated process/procedure manualImplemented rotating task schedule
Ensures ongoing proficiencyChange tasks each day; weekly schedule can change less frequentlyFocus on tasks everyone should understandMaintain some “specialized” tasksAssign tasks based on time commitment to better balance workloadsSupplemented task schedule with task priority listServes as guideline onlyRemain flexibleMeasured outcomesSelf-assessed skill level for each task, 10 months after cross-training Quantified individual and median levels of proficiencyLooked for unintended outcomes (example: borrowing request delay time)Solicited feedback from staff