Outstanding Achievement in Assessment Nominees -- Individual Category

How has the nominee contributed to assessment practices (e.g., identifying outcomes, assessing results, and modifying procedures/services) in the UGA Libraries, as well as the nominee's department? Please provide specific examples.

In order for staff at the Student Learning Center (SLC) to better serve its users, Thomas organized, collected, and reported comments and observations from the SLC's four service points on a weekly basis. Each week, the SLC staff consulted Thomas' weekly reports to create new policies and procedures as needed. The new policies and procedures were implemented into the SLC's routine, which established a smoother running, service-oriented organization.

For example, there are 96 group study rooms in the SLC. The study rooms became hot commodities for the student population. Through feedback from the EITS Student Consultants and Libraries' employees (who staff the service points) it became apparent that a procedure needed to be implemented in order to properly handle the large demand for the "limited" supply of group study rooms.

Additionally, the SLC originally had only three service points. Through comments and feedback from the staff at the public service points, it became evident that the center of the third floor is consistently the most populated area, especially for computer access. A fourth service point was placed at this high traffic area to better serve its users.

How has the nominee's assessment contributed to the continuous service quality improvement within the UGA Libraries?

When opening a new facility, it is hard to predict what problems and challenges with building logistics and services will arise. Thomas acknowledged the importance of collecting, evaluating, and assessing the weekly observations and comments. Thomas' reports greatly helped the SLC Staff keep abreast of services that needed improvement, more marketing, etc.

How with the assessment the nominee has been doing this past year affect the Libraries in the future?

The assessment that Thomas coordinated and executed this past year has already helped the SLC Staff better serve those using the facility. The techniques he used to carry out the assessment of the building's use and logistics can be built upon for future assessment activities in the SLC.

What else do you think the ASSET Awards Committee should know about your nominee?

Recently, the SLC held two focus groups to discuss the use of the building with students. One student commented on how the SLC Staff at the service points promptly "got into the swing of things." I attribute this specific comment to Thomas' organization of the weekly feedback reports, which greatly contributed to the SLC's ability to develop and refine its services and procedures efficiently and effectively.

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How has the nominee contributed to assessment practices (e.g., identifying outcomes, assessing results, and modifying procedures/services) in the UGA Libraries, as well as the nominee's department? Please provide specific examples.

As a member of the Assessment Committee since its formation, Ian has been a very active member. He interviewed other institutions using LIBQUAL, to find out how they used it as a tool to assess their service. He canvassed the libraries for sources of statistics, with the goal of pulling them all into one database for ease of access and comparison. He has also been integral in the LIBQUAL survey done on campus and analysing the results.

Before assessment became a buzz word, Ian was looking for ways to improve service, especially to the students taking the entry level Biology classes. Hearing the same question(s) repeatedly can get dogged when works a nightly four hour desk shift. So, the first attempt to better help them was the development of simple handouts to walk them through the searching of a couple of typical databases and obtaining articles in full-text. With the advent/improvement of GALILEO and more full-text databases, the handouts were updated on an annual basis at least. As the TA's teaching these labs got interested in the handouts, Science Reference was able to pull them in for an actual training session which then became the mass classes each fall and spring to all students taking the courses.

How has the nominee's assessment contributed to the continuous service quality improvement within the UGA Libraries?

Ian's assessment of needs and satisfaction of the students in these introductory Science classes, has helped the rest of the Science Reference staff to develop tailored classes to meet their needs. The questions he gets at the desk in the evenings help to point out successes and pitfalls in our teaching strategies, and can be used as a tool for improvement and greater satisfaction of the users.

How with the assessment the nominee has been doing this past year affect the Libraries in the future?

Ian, applies the same philosophy to all subject areas. He regularly pushes ways to reach the students and assist them in using the Libraries' resources to their full potential.

At Science, he will challenge those of us who teach to use new approaches, try different databases, etc. His approach is direct but positive and insightful.

What else do you think the ASSET Awards Committee should know about your nominee?

Ian would really like to see the Administration use the results of LIBQUAL Survey, to tackle underlying problems that hamper our success in service to our users. A great deal of work has gone into the investigation, the culmination to the hard work of this committee would be to see the process implemented.

If this wish is realised or not, the information gathered has had a positive impact on Ian's idea of "SERVICE" and what the Libraries can do for our users.

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