Cross Training

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file time: 2008-02-16

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Cross Training  

Resource Sharing and Document Delivery Committee Meeting

2006 | Salt Lake City, UT

 
 
 
 
 

Cross Training Panel 

Panel Participants 

June DeWeese, Facilitator, (University of Missouri at Columbia) Ginny Sylvester (Arizona State University) Brian Harlan (University of Southern California) Tammy Green (University of Missouri at Columbia) Molly Murphy (University of Oklahoma)  
 
 
 
 

Cross Training Panel 

Cross-Training in the Library Environment 

Mozenter, Frada, Sanders, Bridgette T., Bellamy, Carol. "Perspectives on Cross-Training Public Service Staff in the Electronic Age: I Have to Learn to Do What?" Journal of Academic Librarianship, 29/6 (November 2003) 399-404. 

Olivas, Antonia, McCurley, Henry "Working Across Divisional Lines: How One large University Library Cross-Trains and Works as a Whole," Library Administration and Management, 20/2 (Spring 2006) 81-84,89.  

June DeWeese, Facilitator | MUU

 
 
 
 
 

Cross Training Panel 

Arizona State University 
 

                 

                  We get by with a little help from our friends00 
 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

10 Years Ago 

3 Separate Units:

Borrowing 00Supervisor and 2FTE Lending 00Supervisor and 2 FTE  Library Express Document Delivery

        Supervisor and 1FTE 

1 Department Head

200 hours per week of student assistance

(8FTE plus the department head) 
 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University        

Now 

No Department Head00ILL merged  

Access Services: Circulation, Reserves, Stacks

    ADA, Security, Main and Science, Periodicals/Videos/Microforms, remote storage, 24hour library service 

Library Express merged with Lending, includes delivery to ASU branch campus locations  
 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

Staff Changes 

5.5 FTE 002.5 borrowing, 2 Lending, .5 local document delivery, .5 all-purpose  
Department head only 2-3 hours a week  
200 hours student workers / week (same)  
 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

By the Numbers 

2000-01:

          Borrowing: 21,566 fills

          Lending:   36,453 fills (67,640 requests) 

2004-05:

         Borrowing 23,296 fills

         Lending:  55,544 fills (101,114 requests) 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

Who is Cross-Trained 

All students in ILL All ILL staff can perform basic tasks: service counter, check request Circ trained in checkouts of ILLs Overnight staff trained to scan, Ariel, update, download and print Stacks pulls (not really training) Science circ/reserve staff pull, Ariel, copy  
 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

Next 

Overnight staff trained on borrowing functions; ILLiad added to circulation terminals  
Additional training on verification; refresher for staff who normally don00 see each other  
 

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

What We Have Learned 

Takes a lot of time to cross train; follow up necessary to stay on top of quality With different shifts, it00 difficult for everyone to stay on same page/same understanding Everyone seems happier ---know more, keep busy and see result of their help Great pride in their work and camaraderie  

Ginny Sylvester | AZS

 
 
 
 
 

Cross Training Panel 

Arizona State University 

Party

                         Did I say Party????          

                                                                

                                                                Often and well00. 
 

Ginny Sylvester | AZS

 
 
 
 
 

University of Southern California 
 

Brian Harlan | CSL 

Cross Training Panel

 
 
 
 
 

University of Southern California        FY05 
 
 

Brian Harlan | CSL 

Cross Training Panel

 
 
 
 
 

University of Southern California      FY06 
 

Brian Harlan | CSL 

Cross Training Panel

 
 
 
 
 

Cross Training Panel 

University of Southern California 

Components  

Job Descriptions Performance Goals Follow Up  

Brian Harlan | CSL

 
 
 
 
 

Cross Training Panel 

University of Southern California 

Benefits 

Enhanced Customer Service Faster Turn-Around Times Inspired Collaboration and Teamwork Strategic and Performance Goals Aligned Increased Knowledge Base Schedule Flexibility Feedback, Brainstorming Succession Planning  
 
 
 
 
 
 
 

Brian Harlan | CSL

 
 
 
 
 

Cross Training Panel 

University of Southern California 

Risks 

Initial (and Occasional) Impact on Output Customer Service Quality Workflow Efficiency Overall Production Resistance From Senior Personnel Sustainability Cross-Trained Employee Leaves Have Multiple Effects Difficulty in Recruitment

 
 
 
 
 
 
 
 
 

Brian Harlan | CSL

 
 
 
 
 

Cross Training Panel 

University of Missouri at Columbia 
 

Tammy Green | MUU

 
 
 
 
 

Cross Training Panel 

University of Oklahoma 

Process 

ILL students cross-trained first Opportunity to cross-train staff came only with resignations  
 

Molly Murphy | OKU

 
 
 
 
 

Cross Training Panel 

University of Oklahoma 

Benefits 

Work tasks accomplished faster Cross-trained students freed up staff members time Almost all tasks accomplished as a team Everyone responsible for completing all tasks leads to everyone 
interested in quality outcome  

Molly Murphy | OKU

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