1996 California Academic & Research Libraries (CARL) Conference

Breakout Session II: "Leading Students Down the Road Less Traveled:
Diverse Paths Toward Information Competence"

Friday, October 25, 1996

"Peer Information Assistants in Leavey Library's Information Commons"

by Melissa Anderson

Acting Information Services Coordinator The Thomas and Dorothy Leavey Library University of Southern California E-mail: melissaa@usc.edu

Information Commons

• combination reference library and computer lab
• over 90 computer workstations across 3 platforms (Mac, PC, Sun)
• all computers provide access to productivity software (Word, Excel, Pagemaker, etc.), Internet tools, and USCInfo (online catalog, periodical databases)
• tiered service includes:
  • Student Navigation Assistants
  • Computer Consultants
  • Research Librarians

Student Navigation Assistants

• available 24 hours/day
• provide directional, informational, basic reference assistance
• refer advanced questions to librarian or computer consultant
• training is a big investment--10 hours initial training, ongoing training
• training is from a "user" perspective--common problems, how to explain the system to the patron
• training sessions include:
  • job orientation
  • desk and Commons orientation
  • USCInfo
  • Internet
  • troubleshooting
  • cross-training on computer problems
  • service training
• regular performance reviews

Service Training

• required of all students who work in Commons, including computer consultants
• includes:
  • ALA video "Does This Completely Answer Your Question?"
  • practice "interviews"
  • outline of service points in building
  • handling angry patrons
  • dress code
• has resulted in improved service
• has increased interaction between "Leavey" people and the computer consultants

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