Supporting and connecting students with resources during difficult and stressful times is the role the wellness ambassadors play here at UTA Libraries. 

The Libraries Wellness Ambassadors work with the university’s Counseling and Psychological Services program. CAPS assists students in increasing self-awareness, addressing mental health and emotional concerns, and working to make positive life changes in people. 

The program was created last year to promote student success by connecting library users to campus mental health resources. 

Ashley Nkollo, a wellness ambassador, stated that mental health issues could be easily overlooked, dismissed, and sometimes looked down upon by co-workers, friends, or family members. 

“When you look at a community’s mental health, it is sometimes stigmatized and can be a conversation that people are not ready to have at times,” Ashley said. “We let students know that it is an ok conversation to have, and we work to make talking about mental health issues approachable.” 

Ashley stated that the ambassadors want students to know that these resources are here on campus and that there are people they can talk to about these issues. 

According to the John Hopkins Medicine website, it is estimated that 26% of Americans ages 18 and older, or about one in four adults, suffer from a diagnosable mental disorder in a given year.  

They also estimate that about 9.5% of American adults ages 18 and over will suffer from a depressive illness such as major depression, bipolar disorder, or dysthymia each year.  

Throughout the year, the Library Wellness Ambassadors are available on the second floor of the library to answer questions and share resources on weekday afternoons. They are also present at events like Doggy Days to promote mental health and awareness and different resources available on campus. 

Yash Patel, a wellness ambassador, stated that the Mavs Talk helpline is one such resource. 

The Mavs Talk helpline is a 24-hour crisis line where students can talk to a crisis counselor seven days a week by calling 817-272-TALK (8255). Also, urgent appointments with CAPS are available during business hours.  

Olivia Faulkner, a libraries’ wellness ambassador, shared Yash’s thoughts about the great mental health resources available to help students here on campus. 

“I think that the most important piece of information that we have to give students is that CAPS has six free counseling sessions per enrolled student,” Olivia said. “We find students that did not know about that resource.” 

The CAPS website states it offers individual counseling to students experiencing personal, emotional, and behavioral difficulties. In issues that may require treatment or intervention beyond the scope of what CAPS can accommodate, counselors will provide referrals to services in the community.  

 For more information about CAPS, go to https://www.uta.edu/student-affairs/caps.  

Students can call 817-272-3671 to schedule an in-person or telehealth counseling visit or phone consultation.  

For details about crisis support offered by CAPS, people can go to https://www.uta.edu/student-affairs/caps/crisis.  

Dogs of every shape and size got to visit with students, giving them a moment to relax and unwind at the latest Doggy Days event held Wednesday, March 8, at the UTA Central Library. 

Doggy Days allows students and library patrons to de-stress by visiting with a therapy dog. As they petted the animal, participants got to learn more about the vital role of these animals in health care. 

Stephany Garcia, a communications major, stated that she attended Doggy Days events like this to help get refocused and centered. She noted that this semester and the past year have been very stressful, and meeting new people helps to reduce that stress. 

 “I think these events are good because we can bond with people we haven’t met before,” Stephany said. “Also, getting the chance to sit down for a few minutes and visit with a dog that wants nothing but your attention is a cute little bonding experience.” 

Daniel Ayele, an exercise science major, shared Stephany’s thoughts about the importance of taking time out for yourself. 

“Students can be stressed a lot and petting a dog can be good. I have been feeling stressed lately because I have a paper due tonight and another exam tomorrow,” Daniel said. “I thought, why not come to this event? I defiantly feel better.” 

Members of UTA’s Counseling and Psychological Services were on- hand to provide students with information about the services they offer.  

Its mission is to assist students in increasing self-awareness, addressing mental health and emotional concerns, and helping them make positive life changes. 

Carolyn Hart, a CAPS Ambassador, stated that events like Doggy Days are a great tool to de-stress. However, CAPS offers resources and programs throughout the semester for students to utilize. She noted that CAPS provides students with six free therapy sessions per semester. 

For more information about CAPS, people can go online at https://www.uta.edu/student-affairs/caps. 

People can schedule an in-person appointment, telehealth counseling visit, or phone visit can call 817-272-3671. They can also call 817-272-2771 to schedule a telehealth psychiatry visit. 

Students found an inviting atmosphere as they took a break from exams at the Destress event Wednesday, Dec. 7, at the UTA Central Library. 

There were several activities that students could take part in to unwind for a moment from the stress associated with exams. Snacks and soft drinks greeted students before entering the Central Library's first-floor classroom. 

From there, they could use the essential oils station, participate in an art project, have a hot cup of tea, or work on their meditation skills with some yoga. 

Abby Pham, a pre-nursing major, stated that taking care of yourself during this stressful time is essential. Taking out some time throughout the day for some self-care is extremely important. 

“Have time for yourself. After studying for a little while, read a book for fun and relax," Abby said. "Watch a few episodes of your favorite show, and then just go back to studying." 

Maria Islas, a civil engineering major, shared Abby's thoughts as she worked on an art project. She shared that it is important not to overextend yourself during finals. 

"You should have a balance between school and your life outside of school. I know for this next week it is going to be school, school, school," Maria said. "So, if I do a day or two without thinking about school that will make me a little bit more relaxed." 

Maria shared that it is vital to have a plan while studying for finals and take things one step at a time but leave a little room for some flexibility in case something needs to be addressed. 

Jocelyn Vincent, a biochemistry major, stated that events like the Destress event are needed on campus. 

"I think that it is very helpful for students to see there is a nice place to relax and take a break from studying, whereas (normally) going to the library just to study, study, study," Jocelyn said. 

One of the essential functions of UTA Libraries is connecting people to the knowledge and resources they seek. The Interlibrary Loan function in the Access and Discovery Department is working to achieve that goal.  

Troy Christenson, a Resource Delivery librarian, stated that the Interlibrary Loan function, which is a free service, supports library patrons regardless of their location, whether they live locally or globally.  

"We do two primary functions, which are to borrow and lend. We borrow materials to support the needs of the user," Troy said. "We lend materials to enhance our ability to gain more resources and locations that will provide materials for us."  

Interlibrary Loan is a boutique operation with individualized service and materials can be requested 24/7. The goal is to provide access to materials from anywhere in the world in the shortest possible time, at the lowest cost and best quality.  

Materials are borrowed from other libraries to support faculty, staff and students' research, teaching and information needs regardless of their location.  

If a local person makes the request, they can pick it up at any of the UTA Libraries’ locations and Ph.D. students may also have materials shipped to their office or home. A reciprocal operation, materials loaned to other institutions from UTA Libraries collections support the research and teaching performed at other institutions.  

Troy said the team also supports distance learners.  

Materials are borrowed or retrieved from the UTA Libraries’ collection and sent out from the library to patrons who are typically more than 30 miles away from the university. However, some materials cross international borders to support library patrons.  

In one case, the student lives in Japan. Physical materials are shipped to them, and a prepaid account has been set up for them to return the materials at no charge.  

Through agreements and participation in resource-sharing groups, Interlibrary Loan can obtain and deliver materials from other libraries. In return, these libraries can borrow materials from UTA. Some of the International agreements are with the national libraries of Japan, Australia, the United Kingdom, Spain, Poland, France, Mexico and Canada.  

The average turnaround time to get articles out to library patrons ranges between one hour and three days. Books take longer and on average 10 days.  

Each request is processed individually and assigned a transaction number. Staff members look at the best option to meet a person's needs.  

Some items the libraries own. Some are Open access and available on the web. Some requests are for a specific format or date. Sometimes the materials are not available to be sent to a person due to copyright or embargoes whether it is a physical book to a digital copy of a specific section of a text.   

Resource Delivery staff assist library users to solve problems they may have in obtaining what they need.  

"People (at times) think that they need a book, but they don't know what they need. So, we will send them a table of contents so they can see what is contained in the book," Troy said. "Then they can make a determination of what chapters they need and then request those specific chapters.”  

People who want more information about Interlibrary Loan resources, or to make a request, go to https://libraries.uta.edu/services/interlibrary-loan.  

UTA Libraries is celebrating one of the most important founding documents crafted by America's founding fathers, the Constitution. Library staff will celebrate Constitution Day by giving out gift bags on the first floor of Central Library Friday, Sept. 16, starting at 10 a.m. There will be 1,000 gift bags available on a first-come, first-serve basis.  

Troy Black, Metadata Specialist and Federal Depository Library Coordinator with the Access and Discovery Department stated that Constitution Day helps people remember this document's vital role in daily life.  

"We consider this an educational event so that students can learn more about our constitution and democracy," Troy said. "I think everyone should be aware of their constitutional rights even if they don't know the Constitution word for word."  

According to the National Archives, Constitution Day commemorated the signing of the U.S. Constitution in Philadelphia on Sept. 17, 1787. The Constitution outlines each branch of government, legislative, executive and judicial and their functions.  

It established several foundational laws and guaranteed fundamental rights for citizens, such as freedom of speech and freedom of the press. Since its adoption, the Constitution has been amended only 27 times.  

 For more information about the Constitution Day event, go to the library's website at https://libraries.uta.edu, or its social media pages, Facebook, Twitter, or Instagram. 

Applications are now being taken through Sept. 15 for UTA Libraries’ Faculty Facilitators Program. Through this program, faculty members will have the chance to work with library staff to create or redesign curricula or assignments that incorporate hands-on learning projects. 

The program works to enhance the educational experience for students by utilizing the resources and technologies at UTA libraries. Faculty members accepted into the program will receive a $1,500 stipend paid after the new curriculum is taught in the 2023 spring semester. 

Nicole Spoor, Assistant Department Head for Teaching and Learning, stated the program would positively impact students by providing new ways to learn.  

“We believe experiential learning is the best way to support student success. This program is specifically for faculty who want assignments that get their students doing instead of writing a paper or taking a test. It makes the subject come alive for them,” Spoor said. “In this program, we also want a focus on learning transferable skills. They might learn a skill that could help them in other areas.” 

Some of the program’s requirements include the following: 

• Faculty must be willing to collaborate closely with experiential learning librarians. 

• The course should be taught regularly, such as every year or semester. 

• Faculty should be willing to have their curriculum shared through open-access ventures. 

• Faculty should be willing to present their work at a campus-wide presentation and write a blog post for the UTA Libraries’ social media channels. 

Nicole stated that UTA Libraries is an excellent place for this type of learning because all the resources are in one place, complemented by experienced and knowledgeable staff. She encourages faculty members to apply for this unique opportunity. 

“The biggest thing that I would like faculty to know is that they don’t even have to come up with an idea (for the program). I just had a faculty member in the music department come up and say, ‘I don’t know what I could do, but I want it to be experiential. Help me.’ That is who my team is and what they do,” Nicole said. “The program is open to any faculty members here on campus and any subject. We can work with anything. It can be tailor-made to fit your course.” 

The application deadline is Sept. 15. If accepted, applicants will be notified of their acceptance by Sept. 24. The design of the experiential learning curriculum will take place during the 2022 fall semester for courses taught in the 2023 spring semester. 

Faculty members who are interested in the program can apply online at https://bit.ly/3ApFSia. Questions about the program can be directed to Nicole Spoor at della.spoor@uta.edu for additional information. 

Putting technology in the hands of its patrons was the idea behind UTA Libraries' latest project, the Tech Lending Machine. The machine located on the first floor of the Central Library allows people to borrow technology items at no cost. 

 

This machine arrived at the library in the Spring 2022 semester and eased the process of lending and borrowing gadgets. 

 

The machine reduces the wait time, eliminates human errors and simplifies the process of tracking items. Some of the items patrons can borrow are cameras, USB cables, Wi-Fi hot spots, and calculators. 

 

David Keeton, Studio Technologies Specialist, has been at the UTA Libraries for the past year and oversees the tech lending project. 

 

"Ever since the COVID outbreak, people have been relying more on contactless technologies than before, and this tool fits perfectly in that category," David said. "The way the process works is (first) you scan the ID. The machine will make sure that you are allowed to borrow something from the system. Once it confirms that you can, it will show you the list of available items you can borrow." 

 

David said the machine would only show a user the items that are currently available to borrow. Once a patron checks out a device, they receive an email with the information of the device they checked out and the deadline to return it. 

 

The machine works like a standard vending machine. There is a mechanical arm that will extend and raise and lift. The machine uses a set of grab wheels when it wants to grab onto an item. The grab wheels latch onto the tray that holds the tech item. Once attached, the mechanical arm brings the item to the door, where it is dispensed to the user. 

 

There are 500 slots in the machine, which has been named Mason by student employees. These slots accommodate devices of different sizes and heights. For example, a device such as a webcam and a USB cable are not placed in the same-sized spaces. The device is always available for use when the library is open. So, it will be available 24/7 in the Fall and Spring semesters. 

 

Check out our previous article about how UTA Libraries plans to invest in the Higher Education Emergency Relief Funds awarded by the U.S Department of Education to purchase more laptops to meet the high demand.  

 

The policy on loan periods, late returns, and missing or damaged items can be viewed online at https://libraries.uta.edu/services/borrowing/fines. 

With the start of the fall semester on Monday, Aug. 22, UTA Libraries has one message to students, "Welcome Back" to campus. To help usher in this new time of learning, building friendships, and memory making, UTA Libraries will be hosting its annual Welcome Back Fair on Wednesday, Aug. 24. 

Part of the Libraries' mission is to connect students to the university community, which helps to ensure their success and cultivate a sense of belonging on campus. The Welcome Back Fair coincides with the university's welcome week, Maverick Stampede.  

Milaun Murry, Experiential Learning Librarian, stated the Welcome Back Fair is a wonderful way to connect students to the library and the resources inside.   

"The Welcome Back event is an annual event that we do each year at the library. It has been a way to introduce students to the library itself," Milaun said. "We will have tables and activities set up for students to learn about our services and to engage with one another. Every individual space within the library has some sort of activity." 

Each floor of the library, except for the fourth and fifth floors, will reflect this year's nautical theme, "Under the Sea," and will have games and activities to match.  

One of the activities students can participate in is a video game called Sub Nautica. Sub Nautica is an underwater survival game that will take place in the library's basement. In the library's studio spaces on the first floor, students can choose from doing a quick video or having their photo taken in front of a background that reflects the event's theme.  

Through their participation in the events and activities, students can earn tickets to redeem for prizes.  

 "For all the activities, students will be able to win tickets, and they can cash those tickets in for prizes on the sixth floor. We do a little prize shop that is set up similar to a fair," Milaun said. "We will also have Ursula's Boutique. The prizes (at Ursula's) will be geared more toward jewelry and fashion.” 

Milaun stated the first 150 students attending the event can go to Ursula’s Boutique to receive a free bracelet.   

 A goal of the event is to show the role the library plays in helping a person in their academic journey. The event also works to build community at the same time.  

 "Often, new students do not realize the significance of the library until a little bit later in their academic career," Milaun said. "So, one of the hopes I had in focusing the Welcome Back Fair around more (library) services is to get them to that understanding a little bit sooner." 

The Welcome Back Fair takes place from 4 to 7 p.m. on Wednesday, Aug. 24, at the Central Library. All of the events and activities are free to students. Finger food will also be available as part of the event. For more information about what is happening on campus, go to https://mavorgs.campuslabs.com/engage.  

The American Library Association held its annual conference from June 23-28 in Washington DC. This conference consisted of more than 2,000 meetings, discussion groups, and programs on several topics affecting libraries and librarians, along with hosting tours and special events.  

Morgan Brickey-Jones, K-12 Librarian, and Nicole Spoor, Assistant Department Head for Teaching & Learning, represented the university at the conference. They were elected before the conference as Outreach Director of New Members Round Table (NMRT) and chair of Training Orientation and Leadership Development, respectively, for the term 2022 - 2023.  

Also attending this event was Martin Wallace, Experiential Learning Librarian and Liaison to Engineering, Math & Physics, and his student employee (Drone Coordinator) Khoa Nguyen. They presented "How the UTA Libraries is using drone technology to create new opportunities for future engineers."  

The library staff who attended the conference visited with the library’s Marketing and Communications staff and shared their experiences while in Washington DC.  

Morgan was attending the conference as the upcoming Outreach Director for ALA's New Member Round Table (NMRT).  

"When I was hired, Nicole (Spoor) was an advocate for NMRT, and she encouraged our team to apply for the Professional Development Award,” Morgan said.  

Morgan applied for the award, received it, and later won the election to become an officer of the committee. She then flew to DC to attend the conference.  

What made things more exciting was that Morgan also has a new role as a board member for another ALA committee, the Young Adult Library Services Association. The membership in YALSA helps in her job at UTA Libraries as a K-12 librarian.  

Talking about different sessions she was looking forward to, Morgan mentioned a STEM learning session regarding space and how that worked out perfectly for her as she was preparing for Camp Cosmos. She was also looking forward to a discussion on scaffolding projects, which was about making projects adaptable to cater to diverse audiences.   

Morgan stated most of the conference was about attending meet and greets, luncheons, and getting acquainted with all the new members and the incoming president.  

Winning an award meant a lot to Morgan because it was not just a reflection of all her work as a librarian in the past 10 years, but also a great motivation.  

On a closing note, she advises all her colleagues at the libraries to apply for all the grants and scholarships that come  their way without worrying about the result. 

When the opportunity came to attend the ALA Conference, Khoa Nguyen did not think twice. Martin Wallace, his supervisor, was invited to present at the event, and Khoa felt this was the perfect opportunity for them to showcase the drone club's work to the outside audience. He strongly feels that having a STEM program at the libraries is empowering for the students, especially those pursuing an engineering degree. It also opens the door for a more futuristic avenue.   

His experience in robotics and drone technology, and the corresponding work here at the libraries, is unique in the world of academic libraries.  

"We were the only ones," Khoa said when asked if he had met other drone coordinators at the convention.  

As Khoa talked about the exciting discussions held during the conference, he highlighted one that covered technologies such as drones, virtual reality, and robotics in creating a wholesome environment for students. Khoa elaborated on how one library has a robot for the students to play with and even program it to perform some tasks. Going beyond academics, he noted that another library designed a robot for agricultural purposes.   

Khoa strongly recommends that all students attend such an event if the opportunity presents itself. He plans to use his insights to further the drone club vision by building a network with local high school robotic teams and encouraging participation in several competitions. 

Nicole is a seasoned member of the ALA, and she has been attending their annual conference for the past 12 years. Her schedule at these events always includes committee work, which also continued this year. She leads by example, so in addition to encouraging her staff to apply for awards or to become an officer on one of the committees, Nicole looks forward to chairing the ALA Training, Orientation, and Leadership Development (TOLD) committee herself.  

Nicole stated the session she attended was for those who will be chairing committees and newly elected officers.  

The session included a talk by the incoming ALA President, Pelayo-Lozada, about her plan for the year and how she anticipates a collaborative effort by all the committees to support and strengthen that plan. The discussion continued with developing strategies for conducting effective meetings and other parliamentary procedures to help the committees that hold their meetings monthly.   

Nicole stated she was excited to see comedian and author Tiffany Haddish at the event. Tiffany was there to promote her book, “The Last Black Unicorn,” and her foundation, She Ready, which supports foster children.  

Nicole shared that Tiffany’s session was “hilarious and fun.” People attending Tiffany’s session showed their excitement by cheering in several parts of the session, she added.   

“I do not think she (Tiffany) knew there would be so many people,” Nicole said.   

As a former president of the ALA's New Members Round Table, she enjoyed their 80th -anniversary celebration with her former colleagues and cheered for Morgan, who was receiving an award. That moment, for her, was like passing the torch on.   

For Nicole, attending the conference is not just about adding the committee work on her resume but, more importantly, about creating a healthy ecosystem with fellow librarians.  

"It's also nice because you meet so many people whom you can ask questions about topics that you do not know much about," she said.  

Expanding her network and gaining leadership experience are the perks of attending these events.   

Reflecting on her experience, Nicole recommends her colleagues attend this conference in the future and make the most of it.  

Rachel Robbins swipes her badge at the back door to the University of Texas at Arlington Central Library and enters a mostly empty building.

Robbins, Interlibrary Loan (ILL) Lead for UTA Libraries, then descends into the basement where the rest of her team—Troy Christenson, Resource Delivery Librarian; Darras Blevins, ILL Borrowing Specialist; and Crystal Zamora, ILL Lending Specialist—will spend their day pulling and requesting resources for students and faculty at UTA and beyond.

As one of the only staff members still fully operating from Central Library, Robbins says the transition has been a mixed experience.

“It has been a little lonely, but nice in a way, too—little traffic and my choice of parking spaces,” Robbins said. “It is great to have the regular Teams meeting just as a reminder who is out there and that work goes on even if we cannot see the people doing it.”

The Teams meeting Robbins is referring to is a daily All Staff meeting hosted by UTA Libraries Dean Rebecca Bichel. Staff from across the Libraries are invited to share what they are working on and give “shout outs” to their colleagues for good work or just providing emotional support while working from home.

For Blevins, being with his team in-person every day makes the current circumstances easier and has become his favorite aspect of his job.

“I am lucky to be working in an area where all my coworkers have decided to physically be on campus,” Blevins said. “[It] has helped strengthen our unit.”

The team has had to make adjustments as new guidelines restricted certain ILL processes—for example, UTA is no longer borrowing or lending print materials. Christenson says his team has gone above and beyond to ensure users have what they need, scanning articles, chapters, and entire books if necessary.

“This environment presents dynamic challenges for resource delivery, and yet the ILL team has time and again shown they can and do make a positive impact on our users, campus, and community,” Christenson said. “I could not be prouder of my team and the work they do, day in and day out.”

Zamora—who was hired in March, just as the coronavirus crisis hit campus—says that now is the time to dig in heels and demonstrate commitment to the mission.

“It’s important to ensure students know that we are here to help them accomplish their academic goals despite these trying times,” Zamora said. “It shows that we care for their futures.”

UTA students and faculty can request resources through the Interlibrary Loan page.

Read part one. || Read part two. 

The sun sets west of Arlington, TX, and Laura Haygood is logging in for another video conference. Her pin-straight dark hair falls neatly around her headset, which has come to feel like a part of her body, as if telecommunication were a natural part of her existence.

Haygood, the Experiential Learning and Nursing Librarian at UTA Libraries, primarily works with students in the College of Nursing and Health Innovation (CONHI). She says her day-to-day work hasn’t been greatly impacted by the Libraries recent shift to working remotely.

“Many CONHI students were already online prior to COVID-19—helping these students has always been done virtually,” Haygood said. “I would say that the biggest change in my role has been in providing training on how to use Teams, the application we use to video chat.”

In addition to her work supporting CONHI students, Haygood has also been supporting the 24/7 Live Chat (including training on nursing questions), preparing LibGuides including one on emergency resources, training her colleagues and faculty on the use of Teams for online education support, and moving traditional instruction on topics including fake news, database searching, rhetoric, and more into an online setting.

Haygood will also be joining other librarians in hosting “Resource Rescue” drop-in sessions—spearheaded by Director of Open Educational Resources Michelle Reed—beginning March 30, where she will help faculty locate OER and other affordable content to support their courses.

At the end of the day, Haygood says her students are what drive her to find new ways to provide service for Libraries users.

“Many of my students are non-traditional learners, meaning they have families and careers and have returned to school for more education,” Haygood said. “They are juggling their families and classes on top of working on the front lines of this pandemic. I want them to know that I see the work they are doing, and that I want to help however I am able.”

Haygood has a simple message for her students facing uncertainty and turmoil in the coronavirus crisis.

“I want my students to know that some things haven’t changed,” Haygood said. “They can still reach out and ask for help.”

Read part one.

A woman with long curly hair sits down to her computer, ready to begin her day of work—making her way in the new normal.

Alessia Cavazos, Library Specialist in Community and Outreach, would normally rarely be found at her desk. Her assigned role was to plan, execute, and manage a variety of student focused social events, including Tail Waggin’ Days, Book Club, Open Mic Café, and Research Mixer Café. She also taught 1301 and 1302 students whose professors had integrated Libraries classes into their coursework.

A few weeks ago, Cavazos spent most of her time surrounded by students. Now, she works from a desk in her childhood playroom, spending most days in the house, following the news and communicating daily with her grandparents in Italy.

But none of this has shaken Cavazos’ passion for student success or commitment to service. In fact, Cavazos says she feels prepared for what’s ahead because of her experience working for the Libraries.

“I couldn’t even count the number of ways my job has shifted ever since being hired,” Cavazos said. “I think that our nature of constantly shifting has prepared me to handle this particularly challenging coronavirus crisis.”

Part of Cavazos’s shifting role includes support on the Libraries’ 24/7 Live Chat—a service that Cavazos fundamentally believes in.

“Frankly, the students need us,” Cavazos said. “Regardless if the resources are online or in-person, they’re going to need help.”

With the ever-changing needs of the campus, and the instability of many students’ lives in this moment, Cavazos says the Libraries is needed now more than ever—and ready to rise to the challenge.

“Since students are being asked to leave campus and return home, they’re really going to need our help,” Cavazos said. “Answering research questions, helping them with citations, showing them online learning resources, guiding them through this transition—it’s not going to be easy, but we’re going to do (and have been doing) everything in our power to help them through.”

As a fairly new staff member—Cavazos joined UTA Libraries in September—she reflected on her position in the organization, expressing gratitude for her supervisors and the administration, namely Dean Rebecca Bichel.

“In this very turbulent time, the one constant I have is my job,” Cavazos said. “Because our leadership cares about us and our student workers, I feel incredibly reassured, which helps me provide better service and maintain consistency of support for our users.”

Read part three.

On a bright Wednesday morning in March, Service Experience Specialist Devon Peralta greets Service Experience Manager Margaret Samson as he walks into the Guest Services area of UTA Libraries. They exchange the usual pleasantries: a wave and a smile, good morning, how are you.

But there is something different about this moment—something a little distant. 

That’s because the friendly co-workers, who have known each other for eight years, must now communicate from at least six feet apart per the social distancing guidelines from the Centers for Disease Control (CDC). The guidelines hope to quell the spread of a deadly coronavirus known as COVID-19, which has infected more than 930,000 and killed 46,000 around the world (as of this writing).

The guidelines haven’t just impacted social situations like good morning exchanges with the boss—UTA Libraries recently announced that it would close Central Library to all but laptop lending beginning March 24, moving instead to 24/7 virtual services for research, reference, and additional assistance for students and faculty.

The uncertainty of the outside world hasn’t infiltrated the Libraries commitment to service, though, according to Peralta.

“We have continued to offer the extraordinary customer experience that our users have come to expect from UTA Libraries,” Peralta said. “We are just now having to be more flexible since we will do much more of the supporting and helping with resources online versus in-person.”

Peralta spoke highly of Libraries staff, particularly of their use of technology to maintain services during the transition to online classes.

“I have seen all staff members show great flexibility and passion to work together via Teams to train staff and communicate with each other and our users to continue to provide extraordinary services during this time when many are unsure about the current situation on campus and their community,” Peralta said.

Samson emphasized the need to provide students with laptop lending in this crucial point of the semester—especially with the move to online learning.

“Many of our students do not have the technologies available to them to be able to be successful in a fully online environment,” Samson said. “Those who are scheduled to graduate this semester especially need our support so that they can complete their degrees.”

For Peralta, reimagining library services in the face of a pandemic is more than a job.

“It is our responsibility and honor to be that life-saving hand and connection point for our users,” Peralta said. “There is a lot of unknown for these users about how long this will last and how bad it will get, but they do know that UTA Libraries cares and is invested in them and their success.”

Read part two. || Read part three.

UTA Libraries is reinventing their service model. The goal is to empower library staff to create extraordinary experiences for customers—both external and internal. The foundation of this change is the four service principles: 1. We care. 2. We empower. 3. We take ownership. 4. We are extraordinary. 

“The purpose behind [these principles] is that we wanted to take the really great customer service that we’re already doing and reimagine how we’re doing that—try to be innovative in those processes,” said Holly Kouns, Interim Department Head of User Engagement and Services. “We didn’t want a black and white adherence to the policies and procedures that were created. We wanted to allow people the opportunity to create extraordinary experiences—to feel empowered enough to go above and beyond in creating those experiences.” 

The new service model sets expectations for both external and internal customers. External customers should begin to trust that they will receive the help they need at UTA Libraries, regardless of their issue or problem. This is how staff members take ownership of a problem and walk the customer (literally, if need be) through to a resolution. 

“So we can say, “This doesn’t really directly relate to the library, but we’re still going to actively help you address it and we’re going to do everything we can to make sure that you feel like you’re being taken care of and that UTA is an extraordinary community,” Kouns said. 

Internal customers, such as other library staff, learn to trust other departments because each transaction shows that other departments will meet their needs. The process helps knit together those internal, cross-departmental relationships. 

“Part of it is that a lot of times when we talk about customer service, it’s a one shoe fits all mentality,” Kouns said. “One of the first things we need to do is make sure that the way the service principles are being integrated into the departments are relevant to how the department operates—that it is a grass roots process. While the departments are being given tools, people in the department determine the way the tools are used.”  

Kouns said that a lot of libraries—both academic and public—are reimagining their customer service models. They are even designing their spaces and selecting verbiage on signage to create a sense of belonging in their customers. 

“What makes this different from what’s being done at other libraries is not the plan itself, but the way of developing the plan,” Kouns said. “We work in a ‘perpetual beta’ environment, which means that we start implementing an idea, then evaluate how well things are working, and make adjustments as needed to see what works best.”  

The team is still undergoing the iterative process that will eventually lead to a cohesive plan with intended outcomes and assessment. Kouns will then share their findings with other libraries that may want to implement a similar training process.