Technical Services Department Research Articles

Overcoming Isolation as a Form of Leadership

Working in the technical services department of a small academic library is a bit of an isolation double-whammy: not only are you more removed from the patrons you serve than are your public-facing counterparts, you may also be a department of one and solely responsible for discharging a highly specialized set of duties. This has been the case for me since 2015 when I moved to Oregon after accepting the position of Acquisitions Specialist at Pacific University, a small, private, liberal arts college in Forest Grove. I am primarily responsible for tracking the library’s resource funds; overseeing the ordering, receiving, and invoicing process for all newly acquired materials; and aiming for the ever-moving target that is continuations budgeting. Prior to this position, I had mainly worked for larger institutions with more staff members who had the same or overlapping responsibilities. Over the past few years at Pacific, I have had to train myself in conquering the inherent isolation associated with my work. I’ve found that this has brought out leadership qualities I did not know I possessed, and I have identified a few ways in which I have been able to harness and hone these newfound skills.

On the Frontlines of Richer Metadata: Technical Services and TEI

ABSTRACTWith shrinking print collections and the increase in automation, technical services departments are looking for new ways to utilize their skills. Digital humanities (DH) projects offer the opportunity for technical services departments to expand their workflows while using skills they already possess. This article details Bowling Green State University’s technical services department’s project to use the DH to make World War I soldiers’ letters available online using the metadata schema, Text Encoding Initiative (TEI). By partnering with special collections and increasing staff focus on metadata, the department has created a new path forward that can be replicated at other institutions.

159Determining Knowledge and Degree of Engagement of Hospital Estates Management and Technical Services Departments for Provision of Dementia Friendly Hospitals

159Determining Knowledge and Degree of Engagement of Hospital Estates Management and Technical Services Departments for Provision of Dementia Friendly Hospitals

The New AskTech: Implementing a Ticketing System Platform for Technical Services Resource Troubleshooting

Duke University Libraries’ Technical Services department recently completed a project to transition AskTech, its resource troubleshooting support service, from working over email to working within a ticketing system platform. The team responsible for this transition examined the flaws in the existing system and searched among alternative systems before ultimately deciding on the Spiceworks platform. Over the course of several months, the team successfully set up the system, tested it, trained Technical Services staff in its use, and moved the service to the system. Technical Services is currently using this system for over 150 tickets per month.

Supplementing Traditional Documentation with Oral History: Capturing Institutional Knowledge at Oregon State University Libraries help

Over the summer of 2017, I had the unique pleasure of documenting the workflow of a retiring serials technician who had been at Oregon State University’s (OSU) Valley Library in Corvallis for nearly 37 years. During her tenure, she took part in no fewer than seven online database system transitions and created a one-of-a-kind serials check-in workflow for each new system with her magic red binder. She once told me that, with that binder, she could navigate any new system because the basics of serials were always the same; it was just a matter of learning the new language and finding how those basics fit into the new system. Now, as you can imagine, being in a job for over three decades leaves one with quite a bit of institutional knowledge. From my perspective, I knew that it would be easy to get the basics down onto paper. What concerned me was losing the historic memory and organizational culture of this long-term staff member—the kind of knowledge that collected files and documentation just don’t cover. It’s important for new employees to know why certain processes are followed, the history of the technical services department, and how things came to be in their current state. I’m not saying that libraries have to keep doing things the same way. But there is certainly something to be said about having a bit of narrative and contextual history when a fresh set of eyes looks at traditional practices and procedures.

Book Review: The Subject Liaison’s Survival Guide to Technical Services

What happens when an experienced subject liaison is teamed with a veteran technical services librarian? You get a slim but informative volume that details the fine points of technical services in a way that anyone can understand.The Subject Liaison’s Survival Guide to Technical Services is divided into chapters corresponding to different aspects of library technical services: “Collection Development,” “Budgets and Budgeting,” “Submitting Orders” (from the subject liaison’s perspective), “Acquisitions Ordering” (what the technical services department does with those submitted orders), “Receiving and Processing,” “Cataloging,” and “Collections Maintenance.” While the guide could be read in a single sitting, the way it is arranged also makes it useful as a reference tool. A subject liaison can consult each of the chapters as needed. Each chapter contains a section titled “Questions You Should Be Asking,” which serves as a concise summary of the most important things subject liaisons will need to know during the course of their daily duties.

From digital repositories to the library catalogue: Two workflows for transforming metadata

Making a connection between digital repositories and library catalogues is an issue many libraries and archives face, especially when dealing with items that traditionally received full cataloguing records. This paper explores different workflows for reusing metadata to create catalogue records, connecting the two resources. In order to have one interface to search both the older physical items and newer digital items, the archives and technical services department of the University of Arkansas Libraries worked together to create different workflows to save time and eliminate the need for double entry, using the open source software MarcEdit and XML Notepad. Two different processes were created for different types of materials in different repositories. The first process transforms metadata for undergraduate theses in DSpace from Dublin Core to MARC. The second process transforms metadata from music concert recordings in Islandora from MODS to MARC. Readers will learn multiple options and techniques for converting metadata to MARC records.

A collaborative digital oral history collection

A collaborative oral history project was recently completed at the University of North Carolina Wilmington (UNCW) by students enrolled in a Spanish seminar course and library faculty and staff members at the University. The course, ‘Hispanics in N.C.: Service Learning and Research,’ was created and offered as one component of a public programming grant awarded to UNCW by the National Endowment for the Humanities and the American Library Association through these institutions’ initiative called ‘Latino Americans: 500 Years of History.’ The course provided students with an opportunity to interview individuals in the southeastern North Carolina Latino community about their experiences in the United States. Students captured an audio recording of the interview which they later transcribed and provided a photograph of the interviewee. Library faculty and staff members were tasked with creating a digital collection to highlight the oral histories. Working within a limited time frame and with no funding for the project, the planning and implementation for the digital collection was completed by librarians in the library’s Information Technology and Systems, Special Collections, and Technical Services departments. Utilizing technology, systems, and skill sets that were already in place at Randall Library, a final product titled, ‘Somos NC: Voices from North Carolina’s Latino Community,’ was created. This article seeks to provide a practical discussion of the oral history project, outlining the Library’s processes and project workflows as well as assessment and reflections. Synthesizing knowledge gained through the experience, the intent is to provide an example of how, through collaboration and innovation, small to midsized libraries can accomplish similar projects.

Embracing Changing Technology and New Technical Services Workflows in Migrating to a Next-Generation Library Management System

ABSTRACTIn 2015, Radford University’s McConnell Library migrated to OCLC Online Computer Library Center, Inc. (OCLC)’s WorldShare Management Services, relinquishing three legacy systems in the process. As a result, many of the Collection and Technical Services Department’s workflows changed considerably beginning months before the contract was signed. An extensive temporary departmental focus on data clean-up and training was required while maintaining core duties. New opportunities for collaboration and communication emerged. In light of developing new workflows, NASIG Core Competencies for Electronic Resources Librarians and NASIG Core Competencies for Print Serials Management were consulted in revising positions. What follows is the process, management, communication, and outcomes involved in migrating to a new next-generation library management system.

Juggling a New Format with Existing Tools: Incorporating Streaming Video into Technical Services Workflows

ABSTRACTThe University of Northern Colorado (UNC) Libraries have experienced a surge in streaming video requests in the past few years. Like others, UNC’s Technical Services department has found new ways to manage procedures and workflows associated with this format. This session covered the experiences and strategies of the presenters for handling streaming video databases, licensed content ripped from DVD, firm orders, and multiyear streaming licenses.

Establishing batch processes for e-books

In 2013, the Kennesaw State University Library System's Technical Services Department conducted a workflow analysis project. Following this workflow analysis project, the department implemented batch processes, beginning with the batch cataloging of e-books in 2014. Batch cataloging, or the editing and importing of large batches of vendor-supplied records into the catalog, is increasingly popular, despite any challenges it presents. When implementing batch processes, it is important to consider the effect on cataloger morale, the tools required for maintaining quality control, methods of increasing staff comfort with newly required skillsets, and the ability to maintain thorough and accurate documentation.

Creating solutions instead of solving problems: Emerging roles for technical services departments

As library services shift from a transactional to a transformational approach, the role of technical services is also changing from problem solver to solution creator. Solution creators recognize patterns, anticipate needs, and focus on skill sets and ability. It is a holistic approach that emphasizes creativity and innovation. By focusing on “what if” and the open exchange of ideas, leaders create a learning environment that encourages a growth mindset with a belief in potential. Individuals have the freedom to explore, question, and seek alternative solutions. Solution creators possess a combination of soft skills and technical ability, who contribute to the library's role of content creator.

Interpreter Sam

Early in his career, Sam worked in his company's technical services department, in which there were two interpretation groups: one for U. S. domestic projects and another for international projects. Although he was formally assigned to the so-called geophysical applications group, he spent most of his time working on projects administered and managed by one of the interpretation groups. Eventually he was transferred into the international group, and always wondered why he wasn't placed there originally. In chronological, geographical, and technical terms, the staff in the technical services department included a wide range of levels of experience, and mentorship was naturally active. A coworker once remarked that in walking down his hall, he could not name a producing basin anywhere in the world without passing the office of a geoscientist who had worked on that basin. Sam often heard this environment characterized as collegial, a term he has never heard used to describe the activities of a business unit.

Utilizing a time-to-shelf study to start a conversation on change

Purpose – The purpose of this paper is to show the value of benchmarking organizational performance in order to enable conversations about workflow analysis and potential changes. Design/methodology/approach – Data from a time-to-shelf study are compared to literature describing similar studies at other academic libraries which enable the decision-making process for a new workflow. Findings – The results of a time-to-shelf study necessitated a change in workflow. This paper examines how the data enabled staff to agree to changes and supported the decision-making process. Originality/value – This paper examines the impact of evidence-based decision making on the performance and workflow of a technical services department.

Creating a New Organizational Structure for a Small Academic Library: The Merging of Technical Services and Access Services

To meet new and continuing demands on library services while absorbing cuts to budgets, a small academic library reorganized its departmental structure. Access Services, formerly a unit within the Public Services Department, was merged with the Technical Services Department under the new title Bibliographic, Access, and Metadata Services (BAMS). Public Services has refocused its efforts on information literacy and outreach under the title Research, Instruction and Outreach Services (RIOS). BAMS is now in a position to leverage synergies in collections, cataloging, and lending services while providing opportunities for cross-trained staff to work more effectively with users as well as behind the scenes.

Biz of Acq: The Evolving Work and Workflow in the 21st-Century Technical Services Department

Biz of Acq: The Evolving Work and Workflow in the 21st-Century Technical Services Department

Electronic Resources Workflow: Design, Analysis and Technologies for an Overdue Solution

During the summer of 2013, a joint team involving Duke University Libraries and IBM spent three months configuring IBM Business Process Manager to improve electronic resources workflows in the Libraries’ Technical Services department. The resulting workflow showcases the application's ability to transform the management of online databases. This article will provide an overview of the “before” and “after” database workflow, with a demo of the new system and its integration points with other tools.

Designing User-Centered Discovery and Access Services for Enhanced Virtual User Experience

In 2010, the Technical Services Department at the University of Nevada, Reno Libraries established its top strategic direction to understand users’ workflows and strive to build seamless information access services around their workflows. To advance this strategic direction, an innovative reorganization was implemented within Technical Services by creating a new Knowledge Access and Discovery (KAD) Librarian position and forming a new Design and Discovery (DD) department from existing staff. In this session, the presenters discussed the shift to user-centered services, the roles of the KAD Librarian and the new DD department, their projects and initiatives, and how they work with the library-wide cross-departmental Virtual User Experience Committee to meet the Internet-fueled do-it-yourself (DIY) mindset of today’s library users.

Making It Look Easy: Maintaining the Magic of Access

Given the continued rise in both cost and complexity of electronic resource management, the authors have researched how Association of Research Libraries (ARL) in the U.S. and Canada are tracking the effectiveness of managing ongoing access to electronic resources. This research describes the various methods ARL libraries are using to track and manage access, both proactive and reactive, through survey and case study analysis. Based on a survey of ARL librarians, the authors conclude that the current state of electronic resource troubleshooting is almost entirely reactive and often unevenly coordinated. Some of the reasons for the reactive and uncoordinated approaches to troubleshooting include relying on a range of disparate systems for managing and storing electronic resource information that make tracking and resolving problems difficult, staff members working across Technical Services departments organized on print-based models, and workflows that have grown in response as new electronic resources (ebooks, streaming media) have been acquired.

국내 대학도서관 정리부서 현황과 조직 변화에 대한 인식 연구

이 연구는 도서관 정리부서 변화 요인을 조사하고 국내 대학도서관 정리부서 조직 현황과 변화에 관한 사서들의 인식을 살펴봄으로써, 정리부서 조직 개선을 위한 변화와 발전 방향을 파악하고자 하였다. 도서관 정리부서의 변화의 주요 요인은 분담편목과 아웃소싱, 그리고 다양한 형태의 전자자원과 이에 대한 메타데이터 생성이었다. 국내 32개 대학도서관 정리부서 담당자를 대상으로 정리부서 현황과 조직 변화에 대한 인식을 조사 분석한 결과, 대부분 정리전문사서의 양성, 정리부서 체제의 변화가 필요한 시점이라고 응답하였으며, 전통적인 편목과 함께 전자자원에 대한 메타데이터 업무가 통합된 형태로 운영되는 것이 바람직하다고 인식하고 있었다. 하지만 현재까지는 대학도서관 전반적으로 메타데이터 관련 업무가 분산되어 있었고, 정리부서 내에서 담당하지 않는 메타데이터 관련 업무에 대한 파악이 부족한 것으로 조사되었다. This study investigated organizational changes in technical services of university libraries and analysed librarians' perception on the changes of technical service department by the survey to 32 technical service librarians. It also identified several factors that have changed work environment of technical departments such as the shared cataloging and outsourcing, and electronic resources in various formats and creation of metadata for these resources. Most librarians agreed that university libraries have to foster technical librarians' professioanal development to cope with emerging changes of technical services. They also recognized that the integration of traditional cataloging and metadata management is an important issue of orgranizational changes. Contrary to librarians' perception, technical service librarians were not fully awared of the procedure of metadata related works in other departments. Furthermore metadata creation and management were also conducted in several departments of libraries without proper control.