The Burke Library is of course a world-renowned research library and serves as the steward of rare volumes, sacred objects, and archives of Union Theological Seminary and Columbia University. But the Burke is also home to a thriving circulating collection; thousands of books, bound periodicals, microforms, and audio-visual materials change hands at our front desk every single day. And the people who keep this system running smoothly and pleasantly are our beloved Circulation Team, consisting of students at UTS, Columbia College, and Columbia Graduate School of Arts and Sciences. This team of over a dozen current students is the face of the library. They greet visitors who enter the front door and offer support and answer questions about finding the resources they need. We know we can rely on the Circ Team for keeping the Burke Library running smoothly and we appreciate them immensely. That’s why we were excited to offer a team-wide re-orientation session for them at the start of the New Year—with pizza and games related to the technical aspects of circulation. Myself and the Circulation Supervisor, Deanna Roberts, brainstormed, created, and led the session with the goal of strengthening the unity of the Circ Team in providing outstanding and consistent high-quality service and meticulous maintenance of our collections.
We got the idea for the re-orientation training because it was clear to us that, while the team as a whole have been doing a fantastic job lately, the various members of the team had somewhat different approaches to many of the processes that their responsibilities entail. For example, some Circ Team members place the outgoing mail in a different spot than others, some use different notation formats for the record logs, and some—try as they might—had not been checking the drop boxes and maintaining the shelves in the stacks as regularly as we would hope. The Circ Team has a complex set of responsibilities; in addition to checking books in and out and helping patrons with their library needs, they are responsible for shelving, maintaining the stacks, fixing printers and copier equipment, scanning materials for our Scan & Deliver service, opening and closing, keeping the library’s appearance neat and orderly, and serving as ambassadors for the library in their academic community. It’s a lot to keep track of. Many of our students come from different academic programs across the campus and have varying degrees of familiarity with the multiple aspects of the front desk. Deanna and I aim for the Circ Team to be consistent in the responsibilities of each team member during their shift, and the training session offered us a chance to get everyone “on the same page.”
We offered two paid sessions during the January Intercession, one on a Monday and one on a Wednesday, at 5:00pm after the library had closed—and (though attendance at either of the sessions was mandatory) we sweetened the deal with complimentary pizza, soda, and cookies. We were glad to have 100% attendance across the two sessions. Prior to that week, Deanna and I sat down twice in person to plan the content and delivery of the sessions, and we created a Google Doc to share our ideas for the agenda. Deanna planned the delivery of the parts that would cover technical services at the Circ desk, and I planned the section covering library face-to-face interactions and public services. We gave each other feedback and collaborated to create a comprehensive 90-minute program plan, including—at Deanna’s suggestion—a 10-minute assessment at the end to gather feedback from the students on our content delivery.
The sessions, as we heard back from several students, were fun and engaging. The flexible scheduling and bonus pizza made it seem less like a chore and more like a party.
Add to that the fact that we designed the training to take the form of a series of games. First, over dinner, we started with a “Game Show” in the form of an animated PowerPoint, with students guessing the answers to multiple-choice and true-or-false questions such as “Student employees are allowed to handle fines and fees related to late and lost materials” (Answer: False) and “How many times a day should the book drop boxes be checked?” (Answer: At least twice, once mid-morning and once in the early evening).
The answers were animated to pop up on the screen after the questions had been discussed, fostering a lively and engaging time. Next came two back-to-back challenges related to shelving and LC Call Numbers: one with physical book carts the students were tasked with putting in order, and one with a computer-based quiz that also asked students to put virtual books in order by call number.
We wrapped up the evening with a discussion of public services, asking the students how they would respond to different types of questions from patrons in different scenarios, and to whom they would refer the questions they didn’t feel comfortable answering. We ended the session by soliciting feedback from the students in the form of “Stars, Deltas, and Key Learnings,” a framework Deanna had learned through her vocational training, with opportunities for the students to name things about the session that worked well for them, things that could be improved, and significant take-aways that stood out. We received positive feedback on the quizzes, scheduling flexibility, and scenario-based patron question discussion. We think we can improve on making the sessions more visual, more hands-on, and based in the physical setting of the Circ Desk environment. The Circ Team generally seemed more confident in the support they receive from supervisors as well as their own abilities to keep the library functioning smoothly. All told, it was a positive experience for the participants, and we hope to offer similar training sessions for our wonderful Circ Team in the future.