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Wednesday, March 20 • 3:45pm - 4:15pm
Short Session: Was It Worth It? Evaluating Workflow Changes in a Shared Service Environment

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Dickinson has a work-share philosophy among 5 full-time and one part-time access services staff. Because staff are cross-trained into essential job functions in circulation, ILL and reserves, it’s critical to keep our workflows streamlined and any changes as simple as possible. This can be hard when implementing change, however. In this presentation, I’ll evaluate the initial impact on staff and on patrons of Dickinson’s decision to participate in RapidR, or Rapid Returnables. Using data on request volume and turnaround time in combination with description of how we integrated RapidR with ILLiad, modified our shipping procedures, retrained staff, and worked out unanticipated kinks, I’ll answer the ultimate question: was it worth it?

avatar for Maureen O'Brien Dermott

Maureen O'Brien Dermott

Associate Director, Access and Building Services, Dickinson College
Maureen O’Brien Dermott is the Associate Director for Access and Building Services at Dickinson College. She provides leadership for Circulation Services, Resource Sharing Services, Collection Maintenance and Organization of Building Spaces, and Library Events and Exhibits Programming... Read More →
avatar for Freya Gibbon

Freya Gibbon

Resource Sharing Supervisor, Waidner-Spahr Library / Dickinson College
Freya Gibbon is the Resource Sharing Supervisor at Dickinson College and an MSLIS candidate at Drexel University. At Dickinson, she coordinates staff and student training and day-to-day operations for the Interlibrary Loan department. She holds an MFA in Creative Writing from The... Read More →

Wednesday March 20, 2019 3:45pm - 4:15pm EDT
Grand Ballroom 2