SPRING 1999

Library Investigates Users’ Needs: We Asked, You Answered
by Mary Sellen, Assistant Director for User Services

What do you think? What do you use? Are you happy with our service? Those are the questions librarians asked of students and faculty last spring in a series of focus groups. Thirty-three faculty, thirty graduate students and thirteen undergraduates participated. While the numbers of responding undergraduates was not large, we were pleased that a number of faculty and graduate students took the time to assist the librarians in this study.

Mary Sellen, Trudi Jacobson, Lorre Smith, Laura Cohen, Regina Conboy, Brenda Hazard and Greg Baron are some of the User Team members.

On the positive side, many of our technological-based services, Carl Uncover, Dialog, and DataStream, and services in the Interactive Media Center received high marks. Respondents were also interested in the University Libraries increasing their electronic communication, especially for routine services. Suggestions included: e-mail overdue notices, electronic notices of policies and announcements of new services. We are happy to respond to these suggestions and will be increasing our communication efforts with the University community through e-mail and by redesigning and promoting the Libraries’ Web page. Watch for our new design and stay in touch with the library as we implement these suggestions in the near future.

Users rated the Libraries’ professional staff and services very highly, especially Interlibrary Loan and User Instruction Services. When individuals in the focus groups were asked to state the best service provided by the library, reference librarians and bibliographers were singled out for providing excellent service to users. Given the Libraries’ tradition of service, it was not surprising that focus participants also expressed concerns about technology replacing helpful staff. To allay these anxieties, the library staff is engaged in discussions about how we can demystify technology by offering workshops, credit courses and continued personal interaction with users. Subject bibliographers are also exploring ways to strengthen their connections to faculty and assist them with information technology and research needs. As information technology evolves, so will the importance of our role as teacher/research facilitator.

Users also pointed out things that needed improvement such as a number of building and equipment concerns. Environmental factors such as lighting and temperature control, equipment failure, level of noise and the widespread presence of food and drink all received comment. To respond to these concerns, we are reviewing the configuration of study areas and our current food and drink policies. All of these issues will be taken into consideration as we renovate the University Library later this year in conjunction with the opening of the new library building. We have already responded to concerns about photocopying and microform printing by installing new photocopiers and by the addition of six new microfiche/film reader/printers.

Users were also concerned about the training of library student staff at service desks. While we know that not all student staff workers are equally enthusiastic about their job in the library, they play an important part in providing service, especially during evening and weekend hours. User Services Department Heads have been reviewing their selection procedures and training program and looking for ways to improve student training.

We asked, you answered. Thanks to all who shared their time and thoughts with us in our focus groups. Your feedback will help us improve library services.
 

Library Welcomes New Head of User Services
by Christine Travis, Library Personnel Officer

Mary Sellen

The University Libraries are pleased to welcome Mary K. Sellen as the Assistant Director for the User Services Division. Mary received her M.L.S. and Master of Music from the University of Illinois, Urbana-Champaign and Bachelor of Music from the Sherwood Music School. She joins the University at Albany from Chapman University in Orange, California where she served as University Librarian. Prior to that she served as Library Director at Spring Hill College in Mobile, Alabama and Head Librarian at Behrend College, Pennsylvania State University. She has considerable experience developing and implementing technology plans for integrated library services including distance education, document delivery and multimedia instruction. Mary has strong strategic planning and management skills and an excellent understanding of the importance of both electronic and traditional user services. Mary has published on issues in collection development and user services. She is an active member of the American Library Association, the Western Association of Schools and Colleges and the American Society of Information Scientists. She can be reached at (518) 442–3617 or MSells@csc.albany.edu.
 
 

Technological Developments Save Time
by Heather S. Miller, Assistant Director for Technical Services, Mary Sellen, Assistant Director for User Services,
and Roger Gifford, Head, Systems Development

“Save the time of the reader” is a time honored dictum of library service first coined by S. R. Ranganathan, one of the great figures of 19th century library organization. This is a worthy, but often elusive goal. Now, technological developments permit some breathtaking time savings while also increasing productivity and enjoyment in the pursuit of information. The University Libraries are embarking on several technology based initiatives that will do just that.

A high priority of the University Libraries is to simplify access at public workstations. This summer, the Libraries’ public workstations in the Reference area, both Electronic Database and Internet stations, will be integrated and will feature a single, standard Web interface to the online catalog and all electronic resources including Internet and CD-ROM databases. A small number of PCs will continue to support specialized CD-ROM databases whose licenses prevent them from being networked (hence the term “stand-alone” databases).

In order to achieve this high level of integration, the University Libraries will be among the first to utilize Citrix WinFrame® application servers to provide access to DOS and Windows-based CD-ROM databases through a simple Web interface. Backup servers and uninterruptible power supplies will help to ensure that these resources are available seven days a week, twenty-four hours per day. Also, look for more, newer, and faster PCs. By summer, all of the public workstations in the Reference area will be Pentium®-class machines capable of running Windows® 95 and the new standard Web interface. In keeping with providing hands-on, state-of-the-art instruction, terminals in the instruction rooms (B-15, B-16, and the Cobb Room) have already been upgraded with Pentium® II, 350 MHZ computers.

Barbara Kemp, Assistant Director for Dewey Graduate Library, provides instruction in Dewey's new electronic classroom.

In the Dewey Graduate Library, new and upgraded PCs were installed during January, permitting Internet access from eleven stations (compared to seven previously), resulting in faster processing speed and more uniformity among machines. All stand-alone databases are on one machine, another three offer access to legal resources and the remainder offer all other database products available through the Libraries. This is much easier for library users. Formerly, various databases were available only on certain machines due to technical limitations, making it difficult for users to know which machines to use for any given information source and limiting the number of machines offering each resource. Now, eight machines provide everything except non-networked and legal resources. The increase in Dewey Library’s total number of machines also permitted creation of a library instruction classroom with six PCs for hands-on learning.

The availability of new technology will expand further as equipment is purchased for the new Science Library, to open this summer.

Paula Fish, Microforms Services Coordinator, demonstrates one of the new microform reader/printers.

Could you learn to “like” microforms?? Because microforms are such an important format for research collections, efforts to improve our ability to support them were undertaken last fall. Six new microform reader/printers were added to the Media, Microforms, Periodicals, and Reserves Department. Each individual unit has the capability of reading and printing both microfilm and microfiche, and each unit has a zoom lens. The zoom lens allows the user to clearly see and read the microform text before printing. One part-time library staff position has been refocused to provide greater assistance with microforms services.

Four new Xerox® photocopiers arrived in February to replace older models in the Periodicals Reading Room. These machines will have the capability to enlarge and reduce and one machine will take dollar bills in addition to exact change or the Vend-a-Card. Dewey Graduate Library will also receive a new copier. For information about the University Libraries new vended, laser printing system using SUNYCard, please see page six of this newsletter. There are also technological developments that, if done successfully, are transparent to users but nevertheless are vital to the Libraries’ ability to deliver new information and technology. One already mentioned is the implementation of the Citrix WinFrame® application server. Another is the upgrading of the Libraries’ SilverPlatter servers over intersession. Third, in conjunction with Academic Computing, the ADVANCE server’s operating system software was upgraded over the intersession. Such upgrades help to ensure that the Libraries’ systems will be Y2K compliant well before January 2000.
 

EndNote® Users Take Note!!
by Roger Gifford, Head, Systems Development

Yes, the Libraries’ online catalog is Z39.50-compatible. EndNote®, a Z39.50 client, is a Windows® 95 program that very easily searches library catalogs, citation databases, and other databases on the Internet and formats the information for bibliographies, and personal citation databases. While this is not an endorsement of the EndNote® software, many faculty and graduate students have discovered it, and the software is available for purchase through the campus Computer Store for $99 (student price).

However, the Libraries’ “research databases” that are accessible through ADVANCE (e.g. ERIC, PsycLit, WorldCat) cannot be accessed through Z39.50. Unfortunately, there is no software available at the present time that can limit such access to authorized University at Albany users only, as required by our license agreements with the research database vendors. The Libraries are continuing to watch for solutions.
 

Library Storage Facility in the Campus Center
by Bonita Bryant, Assistant Director, Collection Development

As the University Libraries plan the move of selected library collections to the new library building during Summer 1999, we are also planning the move of lesser-used items from the collections to the library storage facility located under the extension wings of the Campus Center. This facility will provide approximately 50,000 net square feet of space and 80,000 linear feet of compact shelving to take care of library storage needs for some time to come. Our goal is to move enough volumes to storage to regain approximately ten years of growth space for each shelf in the University Library.

Library Bibliographers have screened printouts of titles in the collection that have experienced no circulation since 1984. These titles all have publication dates prior to 1976. Reference-type materials that should be designated “Building Only” will be retained in the University Library. The Bibliographers have consulted with faculty and other reference librarians in making storage decisions. If faculty are concerned that materials they wish retained in the University Library might be sent to storage, they can contact their department’s Bibliographer.

We will also send some materials from the Dewey Library to the storage facility. Renovation projects on the downtown campus will eliminate the storage rooms currently used by Dewey Library. Dewey librarians have reviewed the entire book collection to identify lesser-used materials. They plan to move some currently stored periodicals back into the Dewey Library stacks and to put low-use monographs and older periodicals in the new storage facility.

Records for all materials moved to storage will appear in the online catalog. Users will be able to request items they need from storage by asking staff at the service desk on the lower level of the new Science Library to obtain volumes they need, or they may ask at the Dewey Library Circulation Desk for items to be paged. Items for which there is some demand may be returned to open stacks if a case is made that they are inappropriately located. Procedures are being developed for providing access to stored library materials and will be published when the storage facility opens.
 

Campaign for Libraries Achieves Several Milestones
by Meredith Butler, Dean & Director of Libraries

In June 1998 an unprecedented fundraising campaign to complete the furnishing and equipping of the new library building and the renovation of the University Libraries was launched to little fanfare. In fact, only a handful of loyal alums already committed to increasing library development opportunities were present to review the initial plan. But they offered their enthusiastic endorsement when Carol Bullard and Geannine Callaghan of University Advancement outlined their strategy for raising $3 million dollars in just eighteen short months. Their plan also included competing for a Kresge Foundation Challenge Grant of $500,000 to complete the Library fundraising campaign. To reach our fundraising goal, Bullard and Callaghan knew it would be necessary to involve everyone in the campaign — alumni, parents, students, staff, faculty, administrators, Friends of the Libraries, corporations, foundations, leadership at every level. It seemed a daunting, nearly impossible undertaking in such a short time.

President Karen R. Hitchcock, Dean Meredith Butler and Carol Bullard, Director of Corporate and Foundation Relations, celebrate the progress of the Campaign for the Libraries.

Now, in the Spring of 1999, I am delighted to report that we have achieved the first two campaign milestones and are well on our way to achieving the third and final milestone. Thanks to the extremely generous support of Hannaford Charitable Foundation, Barnes & Noble College Bookstores, Inc., and Rose & Kiernan, the University reached its first $800,000 milestone at the beginning of August. The extraordinary positive response of hundreds of alumni and parents, Friends of the Libraries, faculty, administrators, staff, University at Albany Foundation Board members, University Council members, plus a very substantial gift from Coca Cola, helped us reach the second milestone of an additional $800,000 by the end of December 1998.

Among the commitments of special note were the Alumni Association’s pledge to match fifty cents on the dollar of new alumni gifts to the Library Campaign up to a limit of $50,000 and the Friends of the Libraries' commitment to raise $20,000, a goal they have far surpassed to date. Equally important was the strong support for the Library Campaign from University faculty and administrators. Library staff stepped up to the plate too, making individual gifts and pledges and planning a series of fundraising events throughout the current academic year to support the campaign. The Kresge Foundation was impressed with the degree to which the Library Campaign was successful and the University’s achievement in expanding the number and types of donors. We received notification on December 14, 1998 that Albany qualified for a Kresge Challenge Grant of $500,000 upon the successful completion of the Library Campaign. Our final hurdle is the $1.4 million still needed to reach our $3 million goal. We must raise these additional funds by the end of December 1999 to secure the Kresge Foundation Grant and acquire the money we need to fund our projects.

Members of the Campaign for the Libraries Faculty Committee tour the new building (M. Butler, M. Rozett, S.B. Kim, A. Ballard, B. Spanier, P. Leonard, F. Hauser, S. Brown, T. Lance, J. Mascarenhas, M. Sattinger).

Much of our success can be attributed to the exceptional leadership of so many faculty, alumni, Friends, Foundation Board members and volunteers. Hans Naumann and George Philip serve as the very able co-chairs of the University at Albany Foundation Library Campaign Committee. Professors Bonnie Spanier and Stephen Brown are spearheading the Faculty Campaign for the Libraries. Geoffrey Williams and Mary Jane Brustman are providing leadership for their library colleagues. Alice Hastings Murphy is providing her usual excellent leadership of the Friends of the Libraries and Professor Jeremy Schrauf is directing the work of the University Libraries Development Committee. Supporting all of these efforts is a group of talented and hard-working development professionals from University Advancement including Sorrell Chesin, Carol Bullard, Geannine Callaghan and Jason Ladouceur. Given the exceptional leadership of the Campaign for the Libraries and the extraordinary generosity of so many in our University community, I have no doubt that we will reach and even exceed our goal.
 

New Library Services at Your Desktop

Laser Printing Networks Established in Interactive Media Center and Dewey Library
by B. Hazard, Head, Media, Microforms, Periodicals, Reserves, and B. Kemp, Assistant Director for Dewey Library

The University Libraries and the Academic Computing Center have collaborated on the introduction of networked laser printing for library users in the Interactive Media Center and the Dewey Library. The new UniPrint service is an alternative to dot-matrix printers, offering high-quality printing from virtually any resource at any workstation or terminal. The new service takes advantage of the ubiquitous SUNYCard and its optional Podium Account for debiting payment at the standard rate of ten cents per page. Already available in the Academic Computing Center’s primary user rooms, networked laser printing in the Libraries is another step in providing seamless services across the University’s information technology units.

Until testing the new service in Fall 1998, the Interactive Media Center (IMC) offered printing from only three of its 20 workstations. At the Dewey Library, printing options were limited to dot-matrix printers and one laser printer. Now, in the IMC, users have the option of printing from any PC or Macintosh to the networked laser printer. After selecting the print command, the user simply walks a few feet to the print station, swipes in his/her SUNYCard, chooses the correct print job from a list of pending jobs, approves or cancels the debit of the printing fee, and waits briefly for the pages to emerge from the high-speed Lexmark printer. Initial response from users has been quite positive. Printing is now available from programs and resources that never before had print capability in the IMC. The service is reliable, and privacy is maintained by the system’s interface design. At the Dewey Library, users are pleased with the high-quality output options that are available from nearly every electronic resource. Combined with viewers for common Microsoft business applications like Word and Excel, users can now obtain high quality documents whenever the Libraries are open.

For more information about UniPrint services, contact Roger Gifford, Head of Library Systems, at rdg28@csc.albany.edu. To establish a Podium Account, contact the SUNYCard Office at 442–3061.