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This report is an overview of projects and initiatives from the 2008-09 academic year for Luther College Library and Information Services (LIS), an integrated information service organization serving the faculty, students, and staff of Luther College. This document was written by the staff of LIS in the summer of 2009 and was prepared and published digitally for the web. A short summary document has been prepared for print. It is available as an attachment to this page.
The organization of the document is structured on our goals and objectives for the 2008-09 academic year, which are individually presented and discussed. This structure intentionally cuts across library and information technology structures to demonstrate the integrated nature of our information support.
For more information about Luther College Library and Information Services, visit https://www.luther.edu/lis/.
This annual report was published August 14, 2009 and was written by staff of Luther College Library and Information Services. It is the synthesis of many individual and departmental reports covering work completed during the 2008-09 academic year. The contents of these reports have been collected and mapped to the LIS Goals and Objectives for 2008-09. This is principle organizational structure for the report.
On each “goal” page, there are two forms of objectives, “Original” and “Emergent.” Original goals were set by LIS in summer 2008 while Emergent goals were added over the course of the year. Each objective includes a report on work completed and information on the next steps for that objective. Each “goal” page also includes information from regular operations of LIS that support that goal. In many (most) cases, the ongoing work of LIS is difficult to categorize by individual goals because they address many of our goals simultaneously. To address this, material is crosslisted across goals where appropriate.
It seems these days are all about the web, and it is very difficult to imagine where we would be without it. Not only are our work days now spent online for much of the time, but the network tags along on our cell phones and iPods wherever we go. LIS recognizes the increasing importance of web-based services, and the 2008-09 academic year has seen us invest heavily in online services to improve access to LIS resources and data via the web. This work fits with what we know is a strong move toward unmediated services … things that people can do for themselves without assistance or intervention. It also increasingly leads into the rise not only of these services digitally via the network, but via the mobile network to handheld devices.
The launch of a new web service seems somewhat commonplace these days as more and more of our lives transition online, but the aggregate total of new web services shows a strong commitment by LIS and our staff to opening up the power of the network to the Luther community. Below are some of the new and improved services now available from LIS via the network:
This list omits many smaller upgrades and enhancements to LIS network-based services, and much of the previous year’s work to deploy new foundations for web services at Luther. As we look forward to 2009-10, LIS will continue to deliver as many services as possible via real-time and via the network, bringing the depth and breadth of available information services to the Luther community.
Library and Information Services supports the work and mission of the Luther College community by providing:
The following sections contain the primary content for our annual report. Discussion of individual initiatives and projects are listed under the appropriate goal they support. In many cases particular projects may support more than one goal. In those cases, the primary goal is listed. While many projects were originally on our list to accomplish in 2008-09, many others were not. Individual objectives carry a designation of whether they were originally planned at the beginning of the year, or spontaneously planned during the year.
We will work to understand the mission of Luther College and the work of our constituents. We will understand our place in the institution, and we will adapt our work to respond to the changing needs of the College.
In February 2009, LIS administered the Merged Information Services Organizations survey for the second time in three years to the Luther community. All faculty, staff, and approximately one-fourth of our student body were invited to participate. Luther had outstanding participation rates (73.3% for faculty, 68.9% for staff, and 56.9% for students). The survey has been administered since 2005 at more than 30 colleges and universities nationwide (principally liberal arts institutions). The MISO Survey is a Web-based quantitative survey designed to measure how students, faculty, and staff use and evaluate the services and resources of colleges and universities with merged library and computing units. Gathering this data allows us to both evaluate the services we provide in the context of our community as well as our peers at other institutions. The data is very rich and very valuable to us as we plan and prioritize our services.
Some analysis of this data is available in the blog postings below. General information on the MISO Survey at Luther is also available.
Next Steps: Review of the MISO data is ongoing. We will likely consider readministering this instrument in 2012 at the earliest.
During 2008-2009 the Valders Hall of Science underwent a renovation at which time the Audio Visual and Computer Lab equipment were replaced or upgraded. 26 new wide screen LCD projectors with screens were installed providing students the latest in technology to enhance their experience here at Luther College. 23 new Overhead Cart systems were also deployed throughout the building. The Main Auditorium is presently under renovation at this time, and will also be outfitted with all new technologies. Also a new GIS computer lab was planned and will be operational by the fall of 2009.
New wireless network, wired network, and telephone wiring has been installed in Valders as part of the remodeling project. Wireless network coverage is now much improved, and all wired network ports in the building now provide gigabit service.
Next Steps: Work will continue to wrap as the center portion of the building is completed in summer 2009. This initiative is otherwise complete.
LIS has pursued several initiatives during the academic year which we hope will provide better marketing of LIS and LIS services
Next Steps: Final work and distribution of our new marketing materials is underway this summer. We will review the success of these publications in 2009-10 and make adjustments as neccessary.
Significant progress on this objective was not achieved in 2008-09.
Next Steps: For 2009-10, this objective will be incorporated into the next iteration of LIS marketing planning. We intend to capture and tell stories of LIS users.
During the 2008-09 academic year, nine LIS staff facilitated sessions on a variety of topics which is up from five LIS staff during the 2007-08 academic year. A list of those involved this past year and their topics follows:
Next Steps: Continue to expand the topics presented and increase LIS facilitation participation.
Displays and exhibits in Preus Library were scheduled and arranged by Dave Kamm with some assistance from Jane Kemp throughout the year. A summary is below for 2008-09:
We will seek to provide appropriate, quality information tools and services to students enrolled at Luther College. Though we prioritize and place our emphasis on the academic information resources required to successfully complete the curriculum, we recognize that LIS-provided library and technology services are important recreational and social services supplementing residential life at Luther. We will seek to engage the student community and to understand the perspectives of students when assessing and evaluating tools and services to ensure they are appropriately meeting their needs.
This objective was not realized during 2008-09.
Next Steps: Moving forward, this work will be folded into our ongoing focus and expansion of information literacy initiatives in pursuit of our larger strategic goals set forth in Luther’s strategic plan.
During the summer of 2008 our Internet connectivity was expanded and became more redundant. This project involved the following components:
Next Steps: During 2008-09, our Internet connectivity was reliable and appropriate for our bandwidth needs. No needs for additional bandwidth are anticipated for the immediate future. We will continue to monitor this resource.
Instruction and information literacy work continued this year as we work to cultivate a broader model of instruction across the curriculum.
Based on historical statistics as reported to IPAL, the 119 sessions taught for students this year was the highest number of research sessions offered at Luther College (IPAL began keeping instruction statistics in 1996). This was an increase of nearly 42% over the 84 sessions offered in 2007-2008, and a 65% increase over the 72 sessions offered in 2006-2007 (see the historical graph of IPAL statistics). Total time spent teaching was up 30% over last year, and total attendance was up 64% over last year. All library faculty participated in library instruction, with additional instruction done by the College Archivist (Rachel Vagts) and the Fine Arts Collection Manager (Dave Kamm).
Instruction for Paideia
Overall, 62% of student-focused library instruction was done for Paideia (74 sessions, reaching 1273 students), which was an increase from slightly more than 50% of total instruction in 2007-2008. Through concerted effort and working with the Paideia Writing Committee, the librarians successfully increased the amount of library instruction done for the open unit during fall semester Paideia I to 27 sections, up from 11 sections in 2007-2008. Activity options included tours, guided research and/or a library-related assignment based on an introduction to materials (physical and virtual) in the reference collection. In light of the fact that most Paideia staff took advantage of one or more library offerings in the open unit, the Paideia Writing Committee recommended to the Paideia Planners that a library-related activity be required for all sections as part of the Paideia I Fall 2009 Syllabus; the request was approved by the planners.
A new model of library instruction was piloted for the Paideia I spring research unit. Sessions were cut from 60 minutes to 30 in order to provide concise, targeted information about research, and Paideia instructors were encouraged to choose two “modules” (out of five) in order to focus on which strategies would be most valuable for their section topic. (The five modules included: Search strategies, How to find books, How to find scholarly articles, How to find primary sources, and Instruction on a specific database.) Instructors were offered the option of returning with their section(s) for additional library instruction, which allowed students to gain a deeper understanding of research in their topic area. Library staff reported satisfaction with this new model, and will continue discussion on how to improve the effectiveness of work with Paideia.
First-year students were invited to participate in the HEDS Research Practices Survey, a national survey tailored to the instructional context of the liberal arts and informed by the ACRL Standards for Information Literacy (J. Beld, HEDS presentation “Assessing and Improving Information Literacy: The Research Practices Survey,” June 2008). The instrument was administered by the office of Assessment & Institutional Research in cooperation with the Paideia program. As library liaison to Paideia, Andi Beckendorf worked with Jon Christy to edit the survey for Luther College, and added several questions about student attitudes and beliefs about plagiarism. The survey was administered once during fall semester before the open unit and again during the spring semester following the research unit. Data from the Fall 2008 survey was used to help shape the new model of instruction for Spring 2009 research. Luther College data will be studied to identify how research attitudes and practices shifted during the students’ first year of college, and what additional role library instruction might play.
The 45 sessions of course-related instruction, totaling nearly 36 hours of teaching, accounted for 38% of instruction for students. We reached 878 students in 18 academic departments, up from 668 students in 16 departments in 2007-2008. Four departments requested instruction for senior paper/project (totaling nine sessions); 11 sessions were taught for 100 level courses; 14 sessions were taught for 200 level courses; three sessions were taught for 300 level courses, four sessions were taught for 400 level courses; three sessions were taught for music studio seminars; and one general database session was offered. A total of 46 faculty attended the course-related instruction sessions. New requests for instruction came from the Political Science and Environmental Studies programs and seminars for the clarinet and piano studios.
Four area schools came to Preus Library for research work, including the Ceramics class from Decorah High School; the Philosophy class from MFL Mar-Mac High School; the sixth, seventh and eighth graders from CMS for National History Day projects; and the Composition Class from South Winneshiek. Outreach instruction accounted for five sessions that reached 92 students. Visiting classes were offered a 30-minute instruction session and then were given free research time to use materials accessible in and through Preus Library.
The rich special collections at Preus Library are often used for resource instruction, including outreach sessions, Paideia research, and course-related instruction. This year, five sessions used the Luther College Archives; the Fine Arts Collection was utilized for nine sessions, and eight sessions used materials from the Rare Book Room. On occasion, courses may use more than one special collection during their class.
Next Steps: Work will continue to identify the best means to advance our information literacy initiatives. As this priority is included in Luther’s current strategic plan, it is a top priority for LIS for the forseeable future.
The college has placed the remodeling of Miller and Dieseth on hold. Our project to install wired and wireless networking there is on hold pending a decision to go ahead with the larger project.
We added wireless network to Brunsdale Lounge in the Spring of 2009.
Next Steps: This objective is paused pending the resumption of the larger renovation project led by the College.
The plans are made and underway. Wireless is installed in the Baker Village commons, Farm House, Bergen, Lillihammer, Trondheim, and Oslo.
Installation of a new wireless network in Ylvisaker will occur this summer with completion expected before the start of the 2009/2010 school year.
Next Steps: This work has been completed or will be complete. LIS has also added wireless coverage to Jenson Hall, and expanded wireless coverage in the CFL in summer 2009. We will continue to monitor locations for expanded wireless coverage.
NorseCard.luther.edu allows students a convenient way to check their dining services meal plan balances and dining dollars and is extremely popular with the students. Staff are able to check their charge accounts, family activity, and the department accounts that they are responsible.
Next Steps: This new service is complete and available to the community.
The Application Development team enhanced My.luther capabilities by working with the Payroll and Student Work staff, adding Web Time Entry for 280 student workers, Approve Time Entry for supervisors, and ability for student employees and supervisors to view work history.
We also added view My 1098T information for students.
New ethnicity codes, increased importance for emergency contact information, and off campus addresses prompted the first features for the custom web form for students to update their profile information. Additional enhancements are planned for next year.
During 2008-2009 we moved towards installing computer flat screen panels into our labs with the standard being wide screen. We refreshed approximately 12 existing classrooms with new projection systems and we installed our first SmartBoard in the Education department. We also installed computers in the study areas and computer kiosks in the entry area of Sampson Hoffland. Upgraded laptops were delivered to Biology, Physics and the Circulation Desk. Sampson Hoffland received 14 new classroom projection systems and Valders has recently received 26 new classroom projection systems
I. There’s evidence that Learning Management Systems (LMS) have gained in popularity and importance with both faculty and students.
A. ECAR (commissioned by Educause) published longitudinal data at the end of 2008 showing consistent growth of use and popularity for LMSs in undergraduate venues.
B. 2008 MISO survey results for Luther show 93% of students and 73% of faculty feel KATIE is important or very important with the MISO significant usage statistics mirroring our own measurements at 90% and 70% respectively.
II. Open source LMSs, specifically Moodle, are experiencing tremendous growth.
A. Moodle = from 3,600 to 70,000+ institutions worldwide in five years. The largest area of growth in the last two years has been in North American Liberal Arts colleges.
B. Tighter budget constraints compel innovative decisions anticipating a continued growth trend in the similar adoption of Moodle.
C. Moodle’s “Community” model of software development has proven robust and sustainable building confidence in open source solutions to a ubiquitous need.
III. Luther College is optimally positioned to extract ultimate benefit from the Moodle LMS (KATIE).
A. Luther is a founding member of CLAMP (Collaborative Liberal Arts Moodle Project), a rapidly growing organization of Liberal Arts colleges directing the adaptation of Moodle for the North American Liberal Arts venue. Some of CLAMP’s projects include:
B. Coordinated training efforts between academic departments and LIS are continually evolving to support faculty with increasingly effective and varied tools.
C. Academic Technology subscribes to substantial digests of information regarding Moodle and user issues, enabling a strong level of support for KATIE users through one-on-one troubleshooting and individual tutorials.
We will seek to provide appropriate, quality information tools and services to faculty of Luther College. We recognize the increasing importance that information literacy and technology fluency skills play in the curriculum, and will work to deploy tools and services that support the faculty in teaching and growing these skills in our students. Our focus and priority will be on maintaining information resources and tools that primarily support undergraduate teaching and research.
Labstats was installed for the 2008-2009 school year. This application allows us to gather user information from our work stations in our many computer labs. We can then store the data for later analysis to determine machine and lab usage. We can also gather information about the applications on the lab machines such as, length of usage, time of usage, number of times open. This information can be viewed in a common web browser. This product will provide us a tool for better management of our equipment resources, software resources and yearly budget so we can provide our faculty the best options when deploying these resources.
Faronics Insight Collaboration and Control software was deployed during the 2008-2009 school year to help faculty control the usage of work stations during class sessions. This software allows faculty to mute the displays of a lab’s computers so that the student’s attention is focused upon the instructor at certain periods during the class. Faculty are able to share their screen with users, or with their supervision, let users share their screen with other users. Collaboration happens with the ability to send and collect files, chat with students, send messages, and hold classroom votes and student testing.
In response to faculty interest in student response systems, Academic Technology had a demonstration set of clickers on campus for the 2008-09 academic year. Following a comparison of various student response systems, one-on-one orientation sessions with interested faculty, preparing documentation, and piloting the clickers in Paideia discussions, LIS has now purchased a 30-seat set of clickers from eInstruction.
This year, the Academic Technology Librarian was trained to operate the facilitator station of the Round Table Room, expanding the instructional technology that LIS is able to offer. In addition to demonstrating the collaborative decision-making software for management and communication studies courses, the Academic Technology Librarian has facilitated brainstorming sessions for the various councils on campus.
The Technology and Teaching series was sponsored by the Dean’s Office in response to the strategic planning emphasis on keeping the curriculum technologically current and innovative. Academic Technology contributed to this campus-wide faculty development series with sessions on Effective Internet Searching for Academic Content as well as several topics related to the course management system.
Next Steps: In 2009-10, we will implement a means to reserve/check out the clickers and will provide further faculty development on using this active learning tool. As interest grows, LIS may obtain more clickers or help to facilitate purchases by academic departments. Also, Academic technology will continue to look for innovative ways to exploit the unique capacity of the Round Table Room for computer-assisted teaching and collaborative learning.
LIS completed written Service Level Agreements for the Chemistry, Music, and Art & Theatre/Dance departments and has since reconvened with each of those departments to plan for future needs. The written documents have become works in progress, charting the course for future technology developments in each department. LIS used Service Level Agreement meetings and the resulting documents to plan for the Nursing Department’s move into the renovated spaces of Valders east as well as for anticipating the faculty roll (summer 2009) in the Nursing and Music Departments. We also met with the Biology Department and drafted their Agreement to document some initiatives that they will be working on with LIS.
Next Steps: Each year, LIS will continue to initiate conversations and Service Level Agreements with additional academic departments.
The 2008-09 iteration of the ATLRC prepared and proposed the following language to Faculty Organization.
309.3 Library and Information Services Academic Advisory Council
309.3.1 Duties. The committee performs the following functions:
309.3.3 Meetings. The Committee meets quarterly during the school year, with additional meetings as required to address specific needs.
Next Steps: Action on the proposed language change is expected in fall 2009. LIS will move forward with the newly constituted advisory team in fall 2009.
Luther College User Services have been in collaborative discussions on use of ePortfolios with other Liberal Arts institutions for approximately two years. Throughout the 2008-2009 academic year extensive research and testing of ePortfolio technologies was conducted including three particular products that integrate with KATIE:
Next Steps: Based on the insight gained through our collaborative efforts and the testing conducted to-date, User Services makes the following recommendations:
In the Fall, the Dean’s Office asked all faculty to use the IDEA course evaluation software to evaluate one of their courses. LIS extacted the course information and students from Datatel and assisted with the communication and training for faculty to create unique evaluations and poll their students.
Next Steps: The Dean’s office intends to use the software again next fall. LIS will continue to support the process of online course evaluations as appropriate and directed by the Dean and Faculty.
The Academic Technology and Learning Resources Committee met three times during the 2008-09 academic year, convened by Christopher Barth, Library and Information Services Executive Director. Sitting on the committee were Bob Erickson, Ryan Gjerde, Doug Koschmeder, Jeannette Pillsbury, Bob Puffer, Paul Savariappan, Peter Scholl, and Rebecca Sullivan
Items discussed by the committee included:
The new method to roll approximately one-fourth of the faculty workstations each year has begun this June. The Music and Nursing departments are up for changes this year, and the process is the same as before – the only significant difference being modifications to the software image and slightly faster hardware than the ’08-09 models.
As part of their department/program liaison work, librarians contacted all academic departments with an offer to visit faculty to update them on library/LIS topics. We were invited to attend meetings in 14 academic departments (out of 23; not counting the LIST department), one interdisciplinary program, one administrative department and one college-wide council. Our efforts to make contact with faculty in the remaining departments will continue in 2009-2010. Targeted instruction for faculty/staff reached 228 faculty members and 27 staff through 33 sessions, and totaled over 25 hours of contact. (Faculty development workshops taught by library faculty are figured into these statistics and may also be listed elsewhere in this report.)
During the fall and spring semesters, faculty development sessions focusing on teaching and technology were offered once or twice each month in collaboration with the Dean’s Office. The following is a list of the sessions, when they occurred, and their facilitator(s).
|10/2/2008||The Genographic Project||Colin Betts|
|10/9/2008||Group Collaboration with VoiceThread||David Thompson|
|11/13/2008||Facebook Applications in Higher Education||Ryan Gjerde|
|11/20/2008||IDEA Course Evaluation Workshop||Marcia Gullickson|
|12/4/2008||Norse Apps in the Classroom||Diane Gossman, Nick Gomersall|
|2/9/2009||Library Tools for Teaching & Research||John Goodin, Ryan Gjerde, Rebecca Sullivan|
|2/23/2009||Atomic Learning||Diane Gossman|
|3/2/2009||Norse Apps in the Classroom||Diane Gossman, Nick Gomersall|
|3/9/2009||Searching the Web for Academic Content||Rebecca Sullivan|
|3/16/2009||GIS for Research and the Classroom||Laura Cleaveland|
|3/30/2009||Multimedia Lab Pilot||Matthew Baumann|
|4/8/2009||Facebook Applications in Higher Education||Ryan Gjerde|
|4/21/2009||Getting to Know LIS||Christopher Barth|
|4/27/2009||Baby Boomers and Gen X Meet Gen Y||Tiffany Gille, Melanie Heindl|
We will seek to provide appropriate, quality information tools and services to the administration of Luther College. We will seek to partner with our administrative colleagues to provide excellent oversight and care of our administrative information, and our administrative workflows.
LIS purchased and installed Datatel’s ODS data orchestrator and Business Objects reporting tools and participated in training to provide easier reporting for end-users. Our initial focus is on the Colleague Advancement reports needed for Alumni and Development staff after conversion. The ODS data orchestrator allows us to store Colleague data in delivered “datamarts” as well ad defining and creating our own “datamarts” to meet our reporting needs. Data can be reported from the datamart using familiar desktop tools like MS-Excel, Access, or Crystal Reports.
Next Steps: Use of this product will expand in the coming year.
LIS purchased and installed the Source4 form development tool, it was used to re-create and modify the Account’s Payable check for the Office for Financial Services.
Next Steps: Use of this product will continue in the coming year.
The Colleague Advancement project involves moving the Alumni Development information from the current Benefactor system into the Colleague student information system. Our staff is working with Datatel to test the data conversion programs and new software as well as evaluate the business practices of the alumni and development operations. We are working with the Alumni and Development office staff to correct inconsistent data for a smooth transition into the new data structures. Once this conversion is complete, Luther will benefit in better demographic data, time savings from reduced data maintenance and duplicate data entry.
Next Steps: Colleague Advancement conversion is planned for July 23-26, 2009.
LIS participated in an IT audit in cooperation with the annual Financial Services audit in the Summer of 2008. There is increased awareness and careful diligence in regular review of security classes and access to all data, especially the Colleague system. In addition, we have helped supply Pyament Card Industry (PCI) compliance information about the point-of-sale systems and online payment solutions in use on campus. Financial Services coordinated a new Information Safeguarding Policy covering electronic information, network, and data backup with information provided by LIS.
Next Steps: LIS will participate in the College’s 2009 audit during July 2009.
We’ve investigated and updated document imaging solutions information and pricing information from the vendors at Educause and viewed a demonstration from a off-site hosted solution, CampusDocs.
Next Steps: Review with offices with document imaging needs is still needed and funding has not been determined.
Datatel users are now able to use a web user interface at datatel.luther.edu to access all their Datatel programs and reports. This user interface simplifies the setup needed for new or casual user to access Datatel. Datatel is now communicating over secured protocols.
Next Steps: Use and support of this product will be ongoing.
In November, Facilities Management started using SchoolDude software to accept work requests online, distribute work requests by trade, and facilitated electronic communication to the requesters as work requests are completed. Users now visit fixit.luther.edu to submit requests for maintenance and keys. The new software provides an easy-to-use tool to generate reports and task lists.
Next Steps: Use and support of this product will be ongoing.
Beginning in January 2009, IKON Office Solutions stepped into the managerial role over Luther’s print and mail services. While this area was not originally under the direction of LIS, LIS became a significant leader in help Luther introduce the new service.
Work on the transition has been significant as LIS sought to assist IKON in becoming acclimated to Luther, understand their role, and readjust our own roles regarding printing. Most notable is the transition to IKON from LIS of support for printers and printing, and the accompanying discontinuation of desktop inkjet printers as supported accessories. Diane Gossman has led a variety of initiatives related to this implementation.
Several locations on campus received new multi-function devices, and we anticipate a continued move in that direction as copy equipment has need to be replaced.
LIS has worked to develop a new funding/billing mechanism for handling departmental charges for IKON-related services. These billings are now handled through LIS by Laurel Womeldorf.
Next Steps: Work with IKON will continue through 2009 as we continue our first full year with services under their management. Deployment of their TRAC job submission and tracking system will occur and greater marketing to the campus community is also a priority.
We upgraded Datatel’s User Interface to version 2.3 and made an easy link for users to follow to upgrade their software. Datatel.luther.edu provides web access for Datatel users on campus and off-campus with VPN access to the campus network.
We completed server upgrades and software updates for Micros, the point of sale system for CBORD Odyssey dining services card system and CBORD update.
*see Colleague Studio development tool for Datatel applications in Innovations in Product, Tool, and Service section.
Just in-time service to the Luther community of technology users and visitors is the core of the Technology Help Desk operations. With each interaction of the community with Help Desk student and professional staff, the daily work of problem resolution is apparent.
Behind the scenes, the Help Desk staff work with others in LIS to identify and plan for transitions in campus technology and their effects on users, to provide a communications link between the campus community and LIS through individual and campus wide communications, to create and maintain education tutorials and self-support resources, to support the use and installation of audio visual and multi-media equipment, and to provide an opportunity for professional growth among the Help Desk student staff – many of whom aspire to careers in information technology.
The primary method of profiling the daily work of problem resolution at the Help Desk is through examining the requests recorded in the LIS work order tracking system – TrackIt. In a typical scenario, a work order is entered when a request cannot be resolved or completed at the first point of contact be it phone, e-mail, or walk-up. From June 1, 2008 to May 31, 2009, the Help Desk staff opened 4450 work orders and closed 3279 work orders. This represents 56% of all work orders opened in LIS and 39% of all work orders closed. From a wider perspective, the total number of work orders opened and closed has decreased compared to past years. However, the percentage of work orders opened and closed by the Help Desk stayed flat and increased respectively, breaking a downward trend seen since 2003.
Unfortunately, this view of the daily work is not as clear as one might think. Up to 75% of interactions the community has with the Help Desk are not recorded in the tracking system. This number represents ‘first-call’ resolutions, i.e. – requests that are resolved during the initial phone, e-mail, or walk-up interaction. Such a high percentage is a positive sign, but it does make tracking trends more difficult.
The Help Desk continued using the Twitter micro blogging service to record these contacts with the community. However, due to an overwhelming number of requests at the start of the school year (due in part to the purging of Campus Manager, Windows SP 3, Windows Vista, and Office 2007), many interactions were not recorded. It is believed that anywhere from 200 – 400 interactions went unrecorded in the first week of the semester alone. It is believed only 65% of interactions were recorded during the first semester. A new web-based metrics program was implemented to make tracking data easier and more reliable. For the 2008-2009 year, these systems recorded 2373 ‘first-call’ resolutions.
This shows that the Help Desk is resolving more issues on first contact without the need for work orders. The data also shows that the majority of interactions between the Help Desk and campus community occur via the phone (57%) with service desk walk-up (31%) and e-mail (11%) being the remaining.
These numbers are all the more impressive when consideration is paid to the fact that the Help Desk saw half of its full time staff depart in the past year. Andrew Olson left in June and Jim Veeder retired in late Fall. Full staffing was not restored until mid-Spring semester with Lynnette Perry and Bob Erickson joining the Help Desk.
In addition to annual projects such as supporting Summer Registration, ResNet connections, support for Paideia lectures, absorbing audio-visual setups, and training new Help Desk student staff (thirteen students hired in J-Term), the Help Desk professional staff also led and contributed to several areas of significant work in LIS.
Help Desk staff – professional and student – provided testing, planning, and support for the roll out of new technologies including Windows Vista, Office 2007, Google Apps, a new Norse Key password renewal page, implementation of a new check-out system, Virtual Private Network (VPN) system, and a print accounting/metering system. Support for the Macintosh operating system was enhanced by switching the entire Help Desk to Mac-based workstations. Other Help Desk projects included improvements to multimedia workstations and continued streamlining of online video broadcasts through KATIE. Works continues on multiple other projects as well.
Spring Student Projects
For the third year, a spring projects initiative has allowed the Help Desk’s student staff to work with other units within LIS. Ten of the Help Desk’s 35 students contributed to eight projects by devoting 3-5 hours of their work study to non-Help Desk duties. Projects included the transition of the Help Desk website to a new platform, training documentation, redesign of the Norse Clean anti-virus CD, creation of library tutorials, creation of service level agreements and updating AdAstra, upgrading the Nagios network monitoring system, classroom AV documentation, and multimedia documentation and improvements. Much of the work done had a noticeable impact in LIS and set the stage for future improvements and developments. In addition, the student staff used the opportunity to expand their experience and perspective of the work done by LIS as well as form new relationships with the LIS staff. All of this is invaluable in supporting the just-in-time service goals of the Help Desk.
AdAstra & Service Level Agreements
LIS Leader : Rebecca Sullivan
Student Staff : Sauhadra Bhattariai
Project Description, Goals, and Outcomes :
The goal for this project was to update the classroom technology records in Ad Astra. The student updated inventories for the CFA, Jenson, and Koren buildings; and also recorded model numbers of the LCD projectors to help coordinate future maintenance routines. He was trained by Steve Smith to make the inventory changes in the Ad Astra interface. This has the potential to be an ongoing project to update Ad Astra for the remaining buildings on campus.
Classroom AV Equipment Documentation
LIS Leader: Rebecca Sullivan
Student Staff: Jose Rubio
Project Description, Goals, and Outcomes :
The goal of this project was to write documentation for classroom instructor workstations. After consulting the workstation documentation used by other colleges and universities, we developed a Web based work space where I created the templates and Jose could access the pages to print. Jose also checked for accuracy and placed the instructions in corresponding classrooms. Documentation was created for classrooms in Sampson Hoffland, the east wing of Valders, and Main building.
LIS Leader: Diane Gossman
Student Staff: Curtis Younker
Project Description, Goals, and Outcomes :
The primary goal of the LIS Training project this spring was to transition the training related items from the Help Desk website to their new home on the LIS website. The information is now found at https://www.luther.edu/helpdesk/ and contains over 90 pages, some of which are step-by-step materials and others are FAQs. The alphabetic pager provides easy access to information and searching is always an option as well.
In addition, a few new training pages were created and several were updated. The new pages include: Mac Parallels, Norse Apps FAQs, VPN, and Announce Mailing Lists. Updated pages included: multiple Norse Apps documents, Network Registration, multiple Vista documents.
Help Desk Website Transition
LIS Leader : Matt Hughes
Student Staff : Aaron Harpole, Matt Kalsow
Project Description, Goals, and Outcomes :
The goal of this project was to transition the Help Desk website off of its existing Tiki-Wiki platform onto Drupal, the same platform as used by the main LIS website. This also allowed us to have a more unified presence on the Internet. Aaron Harpole and Matt Kalsow worked on this project. The entire appearance of the website was resigned, using a rolodex for articles and the creation of a Service Catalog to better pass on information regarding Technology policies and services. Aaron created a python script that converted Tiki-Wiki code to Textile and reduced the workload a significant amount. Matt did a fair amount of the actual transition of pages from one site to another. The new site went live on June 9th at https://www.luther.edu/helpdesk/.
Norse Clean CD
LIS Leader : Matt Hughes
Student Staff : Cam Webb, Jack Franson
Project Description, Goals, and Outcomes :
This project was a continuation of one from the 07-08 school year. The Norse Clean CD is a java based application which allows it to be run on any platform. Minor tweaks and revisions were needed. Jack and Cam made these and implemented extra features such as the ability to read PDFs included on the CD from within the application. The Norse Clean CD is an important part of the Help Desk’s outreach to the community and is handed out to every student at Summer Registration (700+) and throughout the school year via a kiosk outside of the Help Desk.
Multimedia Documentation & Setup
LIS Leader : Matt Baumann
Student Staff : Brett Hazen
Project Description, Goals, and Outcomes :
The goal was to improve the video editing experience and increase productivity. Three terabytes of NAS storage was added to help accommodate the large volume of projects and KATIE streaming requests. This year there was more than 165 KATIE streaming requests. The extra storage allows all the multimedia computers to see and share the same videos and projects. Brett also upgraded the OS to 10.5.7 and iLife 09 for increased device support. The documentation was updated with step-by-step instructions as well.
Library 101 Tutorial
LIS Leader : Ryan Gjerde
Student Staff : Aung ye Naing
Project Description, Goals, and Outcomes :
The goal of this project was to integrate the Research 101 library tutorial into the look and feel of the LIS website. Much of the content was successfully moved during the course of the project. The next step will involve integrating multimedia content from the original tutorial.
LIS Leader : Adam Forsyth
Student Staff : Andrew Woodard
Project Description, Goals, and Outcomes:
With this project we upgraded our network monitoring server. This project involved configuring 3 pieces of software (Nagios, Cacti, and MediaWiki) on a new server and migrating our existing data into the new installations of these programs.
The ’08-09 year was one of a nearly constant, but slow upgrade of administrative workstations. On average, one or two workstations per day were scheduled for upgrade. Well over half of the staff workstations were upgraded using this method, and there was still time available during the day to handle the critical problems that come up. Re-imaging workstations because of virus/malware infections was the most alarming trend this year.
In terms of the staff rollout, due to budget, staffing, and the prospect of buying a systems management solution reasons, the staff rollout was stalled for a portion of the ‘07-‘08 year. Only the Admissions, Alumni, Development, and LIS (west) departments were upgraded late in the academic year. During the ’08-’09 year, all other administrative departments were upgraded to Office 2007/2008 and Windows Vista/Leopard save a few, most of whom who opted to wait for Fall 2009.
Next Steps: The remainder of the administrative departments should receive their upgrades during the ’09-10 year. They include the following:
The PC desktop computers are categorized as alpha, beta, and gamma. Alpha computers are for positions requiring more computing power such as: web developers, secretarial support staff, programmers and software developers, heavy Microsoft Access managers, heavy Microsoft Excel managers, video or audio editing, or multimedia developers/graphics. The alpha computers for ’08‐’09 were the following:
Beta computers are for positions requiring less computing power than the alpha computers, and more computing power than gamma computers. The beta computers for ’08‐’09 were the following:
Gamma computers are for student worker positions. The gamma computers for ’08‐’09 were the following:
Laptops are becoming a popular item for staff as well. For those where travel is not a required part of the job, LIS has made an option for the department to co‐pay the difference in cost between the laptop and desktop models.
We will build strong relationships with peer institutions and peer networks to become better aware of the state of our profession, to gather ideas and learn skills from our professional colleagues, and to share the expertise of our staff with others.
Adam Forysth serves on the Decorah area Metronet advisory board seeking to build greater data network connectivity in Decorah.
Rachel Vagts and Ryan Gjerde have been meeting with Vesterheim Norwegian American Museum to explore joint projects to highlight their archival collections and create greater awareness of the collections.
Rachel Vagts and Ryan Gjerde are working with the University of Northern Iowa on the development of the “Postville Project: Documenting a Community in Transition”. The project will create both physical and digital collections of materials exploring before, during and after the ICE Raid in Postville on May 12, 2008.
Diane Gossman and Erin Zidlicky participated in the “Technology Day” held at Decorah Middle School on Wednesday, October 8th. This annual event provides faculty development opportunities for the Decorah Middle School and Decorah High School teachers. Diane presented two, 90 minute sessions on Excel 2004 for the Mac, with a focus on graphing. Erin presented two, 90 minute sessions on Podcasting 101. This is the second year Luther has participated in the event and the intent is to continue our participation.
Next Steps: We will continue to pursue these relationships where appropriate.
During the 2008-09 academic year, Luther continued membership in organizations such as the Iowa Private Academic Libraries, Iowa Association of Independent Colleges and Universities, Council on Library and Information Resources, the Coalition for Networked Information, and Educause.
We will deliver the best appropriate resources available to us to allow our users to succeed academically and professionally in their work at a liberal arts college. We will work to continually assess and improve the research tools and technology infrastructure that comprise our strategic information resources.
LIS continues to view our academic research resources as critical strategic resources. As such, we recognize the importance of maintaining appropriate financial resources to provide these research tools, as their acquisition and license costs rise. In the challenges of the current economic climate, we are maintaining all our existing funding for academic resources, and continue to seek opportunities to make funding these tools a higher institutional priority.
Next Steps: Work will be ongoing, as we seek to classify academic resources as high priority budget expenditures for the college.
In an effort to better quantify our technology infrastructure, Diane Gossman, Adam Forsyth, and Laurel Womeldorf have spent time preparing much deeper inventories and models covering our end-user and central systems giving us a more complete picture of the funding required to replace and maintain our fleet. This information is being used to make a stronger case for funding of our technology infrastructure going forward.
Next Steps: Work will be ongoing, as we seek to more fully fund replacement cycles for all our technology equipment.
This year the full run of the Agora was digitized by our vendor, ArcaSearch. It has been incorporated into the previous Chips site, providing the ability to search both publications together or separately. The remaining years of Chips (1926-56, 2000-03) are at the vendor and will be delivered during Summer 2009. The Agora project was funded by the Paideia Endowment and the completion of the Chips project will be funded by the Archives Endowment.
Next Steps: We intend to continue to identify titles for digitization and will work to seek funding for these projects. Potential titles include the college catalog and the Pioneer.
During the Fall of 2008 the second part of the review of Reference Collection took place. At this time titles reviewed were in the A – HX call number range. A total of 909 titles with a publication date of 1998 or older were reviewed. Of those 209 titles were withdrawn, 378 titles remained in the reference collection, while 322 titles were moved to other areas of the library (Stacks, Depo, RefDesk, index or Atlas area).
Next Steps: This project is now complete.
LIS has prepared new estimates of replacement values for library and technology resources. These values have been communicated to Rich Tenneson who manages the College insurance policies.
Next Steps: LIS will update our inventory replacement numbers annually.
580 items, including videos, books, and multimedia equipment, which are held by the Modern Languages department and located in the Language Learning Center in Main, were added to Magnus as a unique location within the catalog. Members of the Language Learning Center were also given access to the III Millennium system in order to circulate materials directly from the LLC. It is hoped that this will allow increased visibility for LLC materials, and provide more efficient tracking of LLC material circulation.
Next Steps: This project will be ongoing as we assist in managing their collection.
Special initiatives for Circulation in 2008-09 were that Eddy Atwell served as a member of the Service Points Committee; new updates of the Student Handbook and Elementary, Middle and High School Textbooks booklet were prepared and distributed; Curriculum Library books were sent to Bookfriends International for shipment to Tanzania; the Circulation Desk assumed responsibility for circulating bicycles; barcodes were added to camera equipment and loan rules created for the new LLC library branch and the Technology Help Desk; A total of 116 books were declared lost after review in September 2009 for the 2008-09 school year and the annual book sale was managed including the visit of two book dealers.
|CDs and Records||2,125||2,259||1,686||1,320||1,208||1,056|
Jean Dickman ordered, tracked, received and paid for over $560,000 worth of library materials during this fiscal year: over $127,000 was spent on monographs, DVDs, CDs and other single items, $193,562 was spent on serials and nearly $231,000 on electronic resources. In addition to ordering materials for the library collection Jean also ordered supplies, managed payments and charges for the library copy machines and kept a careful eye on the library budget.
The quantity of new titles and volumes cataloged and added to our collection showed a small increase over 2007/08. We added 3318 titles & 4901 volumes and we withdrew 1267 titles & 1536 volumes. This resulted in a slight increase in our overall volumes. On May 31, 2009 we had 333,314 total volumes, up from 329,949 on May 31, 2008. Rene Donlan continued to provide highly accurate and timely cataloging of both new acquisitions and older items in need of more complete cataloging. We continued to enrich our catalog records with table-of-contents, jacket images and selected reviews by using a product from Syndetics during the first part of the year. In December we switched to using a similar service called Content Café at a significant cost savings. Also in December we added nearly 5,000 MARC records to our catalog for recordings available to our users through the Naxos Music Library. We continued purchasing MARC catalog records from Serials Solutions, to increase access to our online journal holdings. In late April Ryan Gjerde enabled an application that allows records in Magnus to connect to both full-text and preview content for books that are available to the public through the Google Book Search project. Also, nearly 600 videos and other items belonging to the Language Learning Center were cataloged so that these items can be circulated using our online system.
Librarians served as liaisons to over 30 academic departments and programs for the review and ordering of library materials. Allocations for the the departments and programs were updated using the previous year’s collection development as a guide. Materials were also daccessioned as a result of the annual MUSTY project (556 withdrawn and 66 transferred).
The reference collection review project, completed in Fall 2008, is profiled elsewhere in the report. The Print Index collection was dismantled and all print indexes withdrawn or transferred. The Video collection (1300 bib records and 1829 item records) was reviewed, reduced and plans made for its relocation. All sheet maps were withdrawn and discarded or retained for the annual book sale. Luther-focused books stored in the library basement were inventoried, reviewed, and plans made for discard or relocation. Phonograph records stored in the library basement were discarded.
In Fall 2008, the duties regarding electronic resources and management of library systems were transfered to the newly-created position of Digital Initiatives Librarian. Ongoing initiatives included upgrading systems software to the following versions:
Another major ongoing project consisted of administration of the LIS website. Content creation is a responsibility shared among all members of LIS. Since September 2008, 940 pages have been added or modified on the LIS website, including 125 pages created by Ryan Gjerde, Digital Initiatives Librarian. Advanced functionality of the Drupal content management system is supported by the inclusion of about 70 add-on modules, requiring routine maintenance and upgrades throughout the year. In February 2009, the LIS Auction site was also converted to the Drupal platform.
While initially a special initiative for 2008-09, the web usability-testing project will become an ongoing initiative in the years to come, to encourage routine improvement for our users’ experience with our website.
2008-09 was the first academic year that usage statistics were tracked for library electronic resources. This initiative will also continue, to better allow LIS to assess the impact of resources provided.
Below is a sampling of statistics pertaining to Digital Initiatives for 2008-09:
Electronic Resources, Jan – Dec 2008
LIS Website, Sept. 1, 2008 – May 31, 2009
During the 2008/09 fiscal year we spent just over $230,000 on databases, electronic journals and e-book collections. This was up from $218,000 in the previous year and continued the trend of more money being spent on electronic resources than on print serials ($193,000 in 2008/09).
Several changes and adjustments were made to our list of databases. During the fall semester we decided to take advantage of an offer from Elsevier to subscribe to the Health & Life Sciences portion of their Science Direct College Edition product. This allowed us to gain online access to over 1,000 Elsevier journals for only a little more than we would have paid for the 10 Elsevier print journals contained in that collection. Also in the fall we decided to change our subscription to Project Muse from the Premium collection to the Standard collection at a savings of roughly $4,000. In January we began a 10 user trial subscription to the Naxos Music Library Jazz product. In April we took advantage of a special offer from Oxford Reference Online and purchased (at a significant savings) e-book versions of five reference titles that we had been renting from year to year as the Western Civilization supplement to the ORO product. In May we decided to expand our relationship with JSTOR by becoming charter subscribers to their new 19th Century British Pamphlets Collection.
Looking ahead to the 2009/2010 fiscal year we continued to benefit from the superb work that Grinnell College’s Kevin Engel does on behalf of all the IPAL institutions in negotiating with several vendors for consortial discounts. Ryan Gjerde’s excellent work in gathering usage statistics and calculating cost-per-use amounts helped us make several decisions.
At the end of the fiscal year 2008-09, the Fine Arts Collection totaled 1500 works (with 15 missing) for a value of $2,070,171.50. Twenty-three new works were accessioned into the Collection. Major acquisitions in 2008-09 were two outdoor sculptures. One painting is being restored at the Midwest Art Conservation Center in Minneapolis. Luther alumni artists invited to participate in the exhibit honoring Doug Eckheart’s retirement were also encouraged to donate their art works to the Collection, resulting in the acquisition of 14 new works with more promised for the Eckheart Tribute Collection. Thirty-six Marguerite Wildenhain pieces of pottery and drawings were loaned to the Museum for Angewandte Kunst in Gera, Germany. The loan runs from May 15 through October 20, 2009. The Collection was featured in several issues of “Agora” and in national art and museum directories. Three art works were included on the website, “The Daily Palette,” sponsored by the University of Iowa. A grant proposal for improved storage of all the collections in the Library basement with narrative about the Collection was submitted to the NEH. Google Analytics were instituted this year to track usage of the FAC website. Approximately 100 profiles of artists in the Collection were created and added to the website. An average of 5 research requests per week were answered by the collection managers. The FAC was utilized by several classes and two students planned and completed research projects using the Collection.
Approximately 40 letters were written acknowledging gifts of books and funds to support the collection. Over 300 books were cataloged into the collection while others were placed in the library’s annual book sale. Two major donations were made to library endowments.
Kathy Buzza and her excellent student employees processed 6,451 ILL transactions during the year. This was an 8% increase compared to the previous year. All aspects of ILL (books and articles loaned and borrowed, number of requests, media rentals and document delivery) saw increased activity. Specifically, we loaned 1703 books and sent 866 articles and we borrowed 2306 books and received 1576 copies of articles during the year. We rented 49 media items and chose to purchase 32 items that came to our attention as ILL requests. We significantly reduced our copyright clearance costs by purchasing only 4 items at an average cost of $18.75 compared to 21 items at an average of $23.98 in 2007-08.
Our service continued to be excellent by any measure. Our average turnaround time to fill an ILL request from another library was .95 days and our time to “unfill” a request was 1.04 days. Our turnaround time to receive an ILL request generated by one of our patrons was 5.65 days. Thanks to the hard work of Kathy Buzza and Ryan Gjerde we succeeded in implementing the Odyssey component of our ILLiad software and began using Odyssey for borrowing, when possible. This successful implementation will lead to a trial of the lending feature of Odyssey during the coming year.
Martha Davis continued to order, track, check-in and claim missing issues of over 800 titles and she was instrumental in assisting Germano Streese in the final stage of his reference collection review project, which included many serial titles. Martha also continued to manage our leisure reading selection process.
Several items were added to Special Collections in 2008-09, primarily in the Alumni, Faculty/Staff, Luther College Press Collection. A significant portfolio of poems and hand-colored prints, “To Reconstruct a Prairie,” created by Susan Gardels for the Iowa Sesquicentennial was donated and cataloged for Special Collections. The alumni component of Special Collections was physically moved to the general stacks but is collected virtually through cataloging. Several classes each semester were given tours and lectures about the Rare Book collection.
We will strive to provide simple and effective products tools, and services for our users. We will value their experience and perspective, while focusing our efforts on enhancing their workflows in meaningful ways. Our products, tools and services should not get in their way, but should allow them to accomplish their work more efficiently.
In summer 2008, User Services researched various options for providing self-serve online tutorials. As a result, a subscription to Atomic Learning was purchased in September of 2008 for 13 months. Atomic Learning delivers a library of short, easy-to-view-and-understand tutorial movies that can be used as an integral part of a professional development program, a valuable curriculum supplement and an anytime/anywhere software training resource. The collection answers common questions people have when learning and using software. It includes more than 35,000 individual tutorial movies, which cover more than 100 software applications. Access is available to Luther faculty, staff, and students, 24×7, from on-campus and from off-campus. Click on the following for an introduction.
To supplement the introduction to resources and tools specific to LIS, a model for producing and disseminating brief video tutorials on YouTube was designed by Ryan Gjerde, Digital Initiatives Librarian. Initial videos highlighted library resource-discovery tools. Videos can be found on the LIS YouTube Channel, as well as embedded on related pages of the LIS website.
Next Steps: Summer 2009 we will evaluate usage of Atomic Learning and decide whether or not to renew the subscription. Additional marketing, such as scavenger hunts, may be implemented.
LIS-specific content will continue to grow and be updated as needed.
Training & Instruction (formerly LIST) is now available at https://www.luther.edu/lis/learn/. All of the Online Materials and FAQs for Norse Apps, Excel, Word, PowerPoint, etc, can be found by clicking on the Articles link on this page and then searching the materials using a rolodex. The page is also available by going to http://luther.edu/lis/ and clicking on the Training & Instruction tab in the upper right corner.
The online training materials consist of over 90 pages, some of which are step-by-step materials and others are FAQs. A few new training pages were created and several were updated. The new pages include: Mac Parallels, Norse Apps FAQ, VPN, and Announce Mailing List. Updated pages included: multiple Norse Apps documents (click on “n” on the rolodex), Network Registration, multiple Windows Vista documents (click on “w” on the rolodex).
Next Steps: Continue to add new content as appropriate.
Summer of 2008, we set up a pilot environment testing hardware, software, and organizational improvements to enhance user experience of video editing, copying, and conversion. We added one 20” iMac and one Dual Quad Mac Pro running iMovie08 and Final Cut Express HD increasing our support of digital and HD video from 2 systems to 4 systems. By implementing iMovie08 we unified the user experience allowing for the use of a single piece of software (iMovie08) for all our editing needs. With the edition of the Canon FS10 digital video cameras to the circulation pool, user experience was further enhanced with the added ease of use with iMovie08.
During the Spring Semester 2009, we saw areas that we could strengthen and improve. We upgraded to iMovie09, which again gave us an increased support digital, and HD video cameras. iMovie09 also included many significant changes such as video effects and stabilization analysis. To help accommodate for the higher volume of projects and KATIE streaming video requests, we added 3tb of NAS storage. This will allow users to be able to seamlessly work form any computer while having there files centrally stored. We also updated all of our documentation and quick start guides.
Next Steps: We will continue to add support for digital audio and digital audio recording by moving the 3 iMacs into the media rooms located in Preus Library. These computers will be set up strictly for audio recording and media conversions. We will be replacing these 3 older iMacs with two 8 core Mac Pros, increasing our video editing stations to a total of four stations. These new macs should reduce the time involved in video editing and provide future support for HD video. We will also be adding 4 iPod Nanos with microphones for digital audio recording that will be available for check out through the circulation desk.
vpn.luther.edu was created. It allows faculty and staff to make an SSL tunnel VPN connection from their Luther laptops. This tunnel connection allows laptops connected to remote networks to have access to internal-only aspects of the Luther network. It also provides a web interface that users can use to access files on file servers from any computer on or off campus.
Next Steps: With our VPN in place, we are now working to reconfigure and upgrade our Citrix infrastructure.
We have completed a review and rework of our internal workflow that results in credentialing and provisioning of new community members. A group of LIS staff (Chris Stuckman, Cindy Hansmeier., Diane Gossman, Jean Ryan, Larry Sikkink, Laurel Womeldorf, Marcia Gullickson and Christopher Barth) examined our pre-existing workflow, and then talked through the value in each step. As a result, we consolidating functions, eliminated steps, tightened up procedures, as well as instituted a mechanism to track and monitor how the process continues to function. We have brought online a standard online form for supervisors to use when requesting services for new employees (https://www.luther.edu/helpdesk/lisforms/newemployee/), and a new process to engage supervisors in using the form.
Next Steps: Work is continuing to examine processes for removing users and will be complete in 2009.
In addition to requiring all users to reset their password every 180 days, the NorseKey password reset application allows users to verify their identity by supplying answers to selected questions, then allows them to reset their password. This application will reduce the number of calls to the helpdesk from students, staff, faculty, and alumni.
Next Steps: The service is now available and will be maintained going forward.
Between November 2009 and May 2009, seven students and six faculty and staff participated in 30-45 minute usability testing interviews, facilitated by Ryan Gjerde, Digital Initiatives Librarian. Participants were invited to complete a series of ten tasks, primarily focusing on library resources and tools available on the LIS website. Findings from usability testing sessions were routinely applied to make usability improvements to the LIS website. A record of changes made as a result of usability testing sessions is available at https://www.luther.edu/lis/usability/updates/.
Next Steps: Web usability testing will continue as an on-going project, with the opportunity for additional members of LIS to facilitate testing on other areas of the LIS web.
The Microsoft Home Use Program (HUP) became available to Luther employees Spring 2008 and was enhanced Spring 2009. The program allows Luther employees to install Microsoft Office on one home computer for use for personal and/or work purposes while employed at Luther. The cost of the program was reduced Spring 2009 so employees pay only $9.95 when ordering online. Visio Professional and Project Standard are now available as well for $9.95 each. Media for the products is available for an additional $12.00. See https://www.luther.edu/lis/about/policies/?policy_id=466798#466900 for the program details. Other options for employees include Work At Home (https://www.luther.edu/lis/about/policies/?policy_id=466798#466907) and Academic Pricing (https://www.luther.edu/helpdesk/office/).
During the 2008-2009 academic year, Microsoft Office 2007/2008 productivity suites and the Windows Vista/Leopard operating systems were rolled out to the faculty and the majority of the staff. In order to show and tell the new functionality and provide hands-on experience with the software, 54 sessions on the various topics were held. They were attended by 234 faculty and staff.
|KATIE – Faculty Workshop||0.00|
|Norse Mail & Calendar||10.50|
|Norse Tips & Tricks||2.00|
|Office 2008 for the Mac||5.00|
|Vista & Office 2007||97.25|
We will value and pursue original innovative thinking in our field and will continually seek to develop a better user experience for our community of users. We seek to make systems better for our users and not just change things for the sake of change.
Go Print has been implemented and printing from user desktop workstations is currently going through it. Work is still in progress on integration with CBORD and print job release.
Next Steps: As a summer project, the Technology Help Desk will thoroughly test GoPrint and create documentation to assist users. Policies governing use and procedures for quotas, refunds, etc will also be developed and placed on the GoPrint site at https://www.luther.edu/lis/goprint/.
No action has been taken on this item because of a lack of funding.
Next Steps: When funding is found, the next steps would be to order a deployment solution for a hands-on evaluation.
All faculty, staff, students and alumni email accounts are now exclusively in Norse Apps. Email is no longer hosted on campus. All faculty and staff Oracle Calendar users have moved to Norse Calendar, and we are no longer running an Oracle Calendar server.
To assist faculty and staff in the transition to Google Apps for Education, locally branded “Norse Apps”, training sessions were held. During the summer and fall of 2008, 68 sessions attended by 519 faculty and staff were held on Norse Mail, Norse Calendar, and Norse Docs. The primary link for the materials is https://www.luther.edu/helpdesk/norseapps/ and includes links to specific information regarding the advantages of Norse Apps, Luther’s time‐line, migration, and information on the individual components. Implementation began in spring 2008, and was completed by December 31, 2008.
Next Steps: Complete.
The Google Search Appliance (find.luther.edu) searches SmartCatalog containing course catalog information and is configured to index documents and sites in Norse Apps that are shared with the public.
Next Steps: Continue to add databases useful to the campus community and public.
Admissions employed Royall’s marketing campaign to invite prospective students to complete a simplified online application called FastApp. We created an process to import the information on the applications from the Royall FastApp system into Colleague for Admissions staff to review and process. Admissions saw a record year of online applications totaling 3277 to date. Only 171 students completed a paper application.
In December, we launched the ability for new students to pay their Admissions enrollment deposit online by credit card. 122 US Students and 14 International Students used this option to pay their deposit.
A team of Publications and LIS staff researched and select openSource software, Reason developed by Carleton College, to replace the ActiveCampus system. The Admissions site and Luther homepage will go live on June 30th of this year. Publications and Admissions staff worked with the Lawlor design group to create a new look and navigation for the admissions pages. The Admission’s staff quickly took advantage of being able to add content important to communicate the information that prospective students are looking for when selecting a college.
Next Steps: LIS has realigned staffing to allow for ongoing support and maintenance of Reason, our new content management system. We will also continue migration of content to the new system over the coming year as we work to expand functionality. Web content management will remain part of ongoing operations in the future.
In the fall of 2008, LIS launched a site on iTunes University, a recently developed project from iTunes that provides free educational content. The pilot project was technically challenging and informative, yet the result has been recordings with good clarity. In addition to several music and campus ministry tracks, LIS has uploaded a podcast of the gallery talk of a Preus Library exhibit, a reading by a visiting Danish author, and a lecture by environmental activist Majora Carter.
Next Steps: As the process has become more systematic, Academic Technology extends the invitation to faculty to initiate additional academic podcasts, with a particular interest in student-generated projects that promote critical thinking and collaborative learning.
Odyssey Borrowing, which allows Luther ILL users to view article requests electronically, was implemented in Spring 2009.
Next Steps: Odyssey Lending, a method of sending ILL requests made by other libraries, will be activated in Summer 2009.
In January of 2009, the Technology Help Desk began using the Materials Booking system used by the Circulation Desk to keep track of a wide variety of loan items including LCD Projectors, Laptops, etc. The implementation saw an increase in timely returns and a reduction in the amount of double-booking (i.e. items reserved for one purpose sent out for another mistakenly).
The result saw an increase in timely returns and a reduction in double-booking items or sending out items that were reserved for another purpose.
Next Steps: Improved training materials will be developed as well as procedures with an emphasis on Booking required items ahead of time. Some or most items may be moved to the Circulation Desk to take advantage of their more experienced staff.
Initial research on available repository systems has begun, including discerning standard systems used in libraries and archives. Assessment of local needs for a repository system have begun, and will continue over the coming year.
Next Steps: Along with completing an assessment of local needs, a variety of competitive systems will be tested for suitability and ease-of-use. A recommendation on the architecture of a digital repository solution will then be proposed.
Datatel delivered a new graphical user interface for software development recently to replace the character based Envision Toolkit. The Application Development team has participated in client trials starting last fall to test the new development tool and feels that it will speed our program development work. Our team has attended Colleague Studio Webinars on Migration, Concepts, Computed Columns, Stored Computed Columns, Batch Processes, and User Interface Forms to prepare for this change in how we develop and modify software applications in the Datatel Colleague system.
We will build a stronger integrated information organization that respects the historical traditions of information professionals and also engenders an innovative and pioneering attitude for delivering integrated information service.
Some adjustments have been made over the past year to consolidate staff, though geographic consolidation remains a future goal.
Next Steps: As situations allow for ongoing work toward meeting this objective, we will follow them.
Documentation was reviewed and updated over the course of the academic year. It is also now hosted as part of the LIS website: http://lis.luther.edu/emergency, though is not publicly accessible.
Next Steps: This will be an ongoing operation in the future.
Internships will now be listed in the course catalog under the Library and Information Studies Department. Students may take the internship experience as credit/no-credit (LIST 380) or for a grade (LIST 381).
Next Steps: While the framework for internships has been established, we have yet to flesh out what this means across the LIS organization. Additional conversations and discussions are needed in this area.
The Archives website has been reviewed and initial plans have been made for moving the content to the LIS website.
The Technology Help Desk website previously existed on a Tiki-Wiki based platform. The decision was made to merge it with the LIS website for ease of use and a unified face as well as extra support through LIS. The new website was moved and went live in early June 2009. All previous articles were scrubbed, updated, and are now available in a Rolodex format as well as through the Google Search appliance that indexes the main website. The website also includes a Technology Service Catalog to lay out policies and procedures for the Luther community.
Next Steps: The Archives website will be moved to the LIS website by the end of Summer 2009.
The Library and Information Studies department participated in the Department Review process initiated by Dean Craft for all academic departments in 2008-09. LIST was the first department in the queue to be reviewed. A self-study document was prepared by all members of the professional staff and names of potential outside evaluators submitted to the Dean during spring semester. A new mission statement and new scholarship document, created and endorsed by the professional staff, were included in the self-study document. Follow-up will occur during summer 2009 and the 2009-2010 school year with the visit and review of an outside evaluator.
The preparation of the 2008-09 Annual Report will also serve as the backbone for an administrative review of the broader LIS department in 2009-10. Additional development of materials will be done as required.
Next Steps: Scheduling is underway for reviews of LIST and LIS in the late fall/winter of 2009-10.
This objective was principally carried out by the User Services team, resulting in the upcoming consolidation of three budget groups (Academic Technology, Help Desk, and User Systems) into one User Services budget group with Diane Gossman as budget center director. Other areas of the LIS budget remain the same.
Additionally, we are hybridizing our Lucky Charms budget process by splitting the pot usually used for these projects between budget centers and the central IT budget. In practice, this means teams will have higher budgets available for their own allocation on an annual basis, with a central pot available to anyone for specific needs. This seeks to strike a balance of encouraging individual teams to be responsible for funding their own projects, and ensuring that organizational priorities can be addressed as needed, and when individual budget centers are insufficient for the need.
Next Steps: Review of our budget structure will be an ongoing initiative in the future.
Work is underway and conversations have taken place across campus with interested parties. A new copyright and intellectual property website is now under development and will contain new campus policies.
Next Steps: This objective will carry forward into 2009-10 as we will engage the broader campus community in the phases of policy development.
We will seek to hire, and maintain staff with an unparalleled commitment to service, outstanding skills, and team orientation. We will work to provide opportunities for professional growth and ongoing skills development for our existing staff and celebrate exceptional achievements. We will work to support our colleagues by encouraging one another to excel and succeed.
Lucas Welper was hired in November 2008 following a recruitment for the position of Programmer Analyst. This position was vacant following the departure of Debbie Smith in June 2008. Serving on the recruiting team were Steve Smith, Kristi Haindfield, Cindy Goede, Jean Ryan, John Goodin, Diane Gossman, Marcia Gullickson, Adam Forsyth, Jane Kemp, and Christopher Barth.
Lynnette Perry was hired in October 2008 following a recruitment for the position of Help Desk Specialist. This position was vacant following the transition of Matthew Baumann to Multimedia Lead and Matt Hughes to Help Desk Lead. Matthew’s and Matt’s moves followed the departure of Andrew Olson in August 2008. Serving on the recruiting team were Matthew Baumann, Martha Davis, John Goodin, Diane Gossman, Marcia Gullickson, Dave Huinker, Matt Hughes, Jane Kemp, and Christopher Barth.
Matthew Hammen was hired in December 2008 following a recruitment for the position of Workstation Support Specialist. This position was vacant following the transition of Robert Erickson to User Services Classroom & Meeting Space Technology Lead. Robert’s move followed the departure of James Veeder in October 2008. Serving on the recruiting team were Robert Erickson, John Goodin, Diane Gossman, Marcia Gullickson, Jane Kemp, Todd Marken, Larry Sikkink, and Christopher Barth.
Ben Wilbur was hired in May 2009 following a recruitment for the position of Programmer Analyst. This position was vacant following the transition of Steve Smith to lead programmer for the Reason content management system. Ben will be assuming Steve’s previous role in supporting the Admissions and Financial Aid systems, and AdAstra facilities scheduler. Serving on the recruiting team were Lynnette Perry, Cindy Goede, Jean Ryan, John Goodin, Diane Gossman, Marcia Gullickson, Adam Forsyth, Jane Kemp, and Christopher Barth.
LIST faculty taught the following credit-bearing courses during 2008-09:
Three students participated in the internship experience during the 2008-2009 academic year. During the fall, senior Dana Fine participated in our general library experience, supervised by Andi Beckendorf.
An internship for credit was created for junior Ben Weiss during spring 2009, supervised by John Goodin. Weiss’ internship was arranged as a technical services/cataloging project in the Simmonds Library in Ockham House.
A paid internship was created for rising senior Emilie Mineart during summer 2009, supervised by Jane Kemp. Mineart’s internship was an orientation to an academic library and included numerous special projects.
Christopher Barth, Andi Beckendorf and Diane Gossman gave a panel presentation as part of the Association of College and Research Libraries conference held in Seattle March 12-15, 2009. Entitled “Rising Tide of Opportunity: Designing Effective Communication Strategies for Information Organizations,” the session described research conducted with Luther’s LIS organization. Thanks also to Jennifer Green, Mark Johns and Ann Mansfield for serving as part of the research project team. Resources for the ACRL 2009 panel presentation are located at https://www.luther.edu/lis/acrl/.
Ryan Gjerde presented the paper “You have been poked by the OPAC: Facebook applications in libraries” at the 2008 Brick and Click Libraries Symposium, Northwest Missouri State University. He also presented a poster session documenting strategies for leading a web usability testing project at the 2009 EDUCAUSE Midwest conference in Chicago. In Summer 2008, Ryan presented “Technology in the workplace,” highlighting technologies related to productivity and the academic library environment, at the ILA/ACRL Summer Support Staff Workshop in Boone, Iowa. Ryan is also a member of the ILA/ACRL Executive Board, serving as Chair of the Electronic Communications Committee and webmaster, and completed a term of service on the ILA ad hoc Website Committee in Fall 2008.
Jane Kemp authored an article, “Wrapping Up Loose Ends: Special Collections, Art and Composition Instruction” in the Fall 2008 Agora (vol. 21, no. 1). Kemp also wrote over 100 biographical profiles of artists in the Fine Arts Collection which were published on the Fine Arts Collection website during 2008-09.
John Goodin presented a workshop “Telemann and the Mandolin Revisited” at the 22nd annual meeting of the Classical Mandolin Society of America on Oct. 16, 2008 in Montreal, Quebec.
Germano Streese was the keynote speaker at the VII Encuentro de Bibliotecarios Teologicos Latinoamericanos organized by RLIT (Red Latinoamericana de Informacion Teologica) in Asuncion, Paraguay. The title of his presentation was “The role of the Librarian and of the Library in a Theological Institution”. He also presented a paper entitled “The Internet in the Classroom: How to make the best use of it” at the G. Jon Hall Online Gift Forum during the 44th Iowa Communication Association Annual Conference. Germano was also appointed to serve in the ILA/ACRL Newsletter Committee (Term through 2010).
Rachel Vagts presented a paper on the role of the archivist in a merged Library/IT organizations as a part of Convergence: R[e]volutions in Archives and IT Collaboration at the 2008 Society of American Archivists meeting in San Francisco, CA. She also presented a paper titled “Hanna and Marie Larsen at the Schreuder Mission in Zululand” at the Lutheran Historical Conferece meeting at Wagner College on Staten Island, New York in October 2008.
Time and place. We humans have worked very hard to obviate these two controlling factors in our lives over the last twenty years. Time governed when we could do certain things … stores and businesses closed (meaning services were unavailable), news was packaged in at best daily digests of information (arriving neatly on our doorstep each day or on our television screen at night), and processes such as research were understood to take considerable amounts of time often involving painstaking collation of data culled from multiple places and times.
Place exercised a powerful level of control over us … imagine the world (not-so-long-ago) without cell phones, PDAs, laptops, iPods. Each of these gadgets serves to break place — rendering it useless to prevent us from accomplishing the task at hand. Underlying these gizmos is the network — always on — always there. Sinking deeper into our psyche as our reliance on it grows like a weed. Today, we live in rural Iowa with up-to-the-second access to world events (delivered to us by Twitter … not the news media); we expect to be able to purchase any item at any time (from nearly any vendor); read whatever we wish, written by whomever we like, whenever we like, wherever we like; communicate via voice, text, media with anyone we like at any time, no matter where we are. The term “3G” (and rising “4G”) may be underestimated in our society for the profound change relatively ubiquitous and high-speed data networks brings to our lives.
This revolution brings with it changes in our culture and behavior. Google and its ilk bring us closer to our own sense of expertness … nearly any one can answer any question nearly any time from anywhere. Wikipedia and its ilk bring us pretty darn good explanations of the world around us and minimize the need for us to retain much in our own brains. The network now does it for us. Libraries and other service providers see a marked trend away from mediated services. Users want to be able to service themselves whenever, wherever. The expectation that someone should have to physically honor time and place to go somewhere to do something seems antiquated and somewhat quaint. And to have to rely on someone else to mediate a service seems a serious speed bump on the superhighways of our lives. We seek to squeeze a little bit more out of time, and seek to be ruled less-and-less by place.
I believe these are facts, and they are not presented in an attempt to cast these changes positively or negatively. Unequivocally they bring tremendous positive advantages, and they simultaneously carry significant costs. In the past twenty years the network has transformed fundamentally our relationship as people with information and how we live our daily lives. This bus left the station long ago. The shoulder of the information superhighway is becoming increasingly cluttered with the wrecks of many information-based industries (music, film, publishing, journalism to name a few) struggling to grapple with the new reality of the network. Such examples show us the dangers of sustaining a business model in information itself. The network fully enables information to do what it has always wanted to do: be free. Sustainability lives elsewhere for these industries, and I believe some information-based industries still have the opportunity to chart that new course, libraries and information service organizations among them. The path lies in defining ourselves in the human relationship to information … not the information itself. The path lies in creating tools to connect people to information, and working to equip them to be more self-sufficient in their information work … not controlling, or in many cases even providing the information. These relationships with information are intensely valuable, provided they are prioritized and intentionally cultivated.
This is both a confirmation of what libraries and information service organizations have always been as well as a striking new way of conceiving of our work. Our identity and value should come less from what we have or control and more from what we do, and honestly often how well we get out of the way to allow the relationship between user and information to develop and grow. Relationship, interface, design, and simplicity are of hallmark importance in creating the experience. Change is fundamental, essential, and a permanent part of our world. In fact, shepherding and leading change in how users relate to their information is exactly where we need to be. It is no surprise that institutions founded on bedrock of stability, preservation, and permanence see the fluidity and flash of the network and all it brings as disruptive and in some cases subversive. Yet the network is fact. The dream of the preponderance of human knowledge on the network is not far-fetched and is becoming reality today. Knowledge is truly separating from media and artifact, leaving many of our institutions looking more akin to museums than vibrant information centers.
Some corporations understand the value of this relationship and are bold enough to position themselves to take strong advantage from it. They are advancing our relationship to information in the context of the reality of the network. The investment we make in the human relationship to information does and will continue to pay a dividend. Like the network, the human relationship to, fascination with, and reliance upon information transcends time and place. Therein lies the future for information professionals, and the information profession itself. The question then remains: are librarians and other information professionals also advancing the relationship of our users to their information? Or are we seeking to define ourselves by the information we think we maintain and control? Are we ready for the consequences of either of these paths? Are you?
In 2009-10, LIS will begin as an organization to more systematic incorporate future-based thinking into our workflow in order to move organization to where we want to be on the curve of change proactively. We seek to define our direction, not be dictated by the forces affecting us from outside. We will over time develop strategic thinking on a wide variety of issues facing our profession today. Our focus therefore for the future is the future. I have a feeling we’ll be there before we know it …
A focus on our constituents and their work to support the mission of Luther College
Support for students
Support for faculty
Support for administration
Engaging and collaborating with our peers
Depth and breadth in resources
Simplicity in product, tool, and service
Innovation in products, tools, and service
Integrated information organization and services