Site Visit:	Binghamton University Libraries, State University of New York at  Binghamton
Contact:	Dave Vose, Information Commons Coordinator Susan Currie, Associate Director for Public Services Nancy Abashian, Information Services Coordinator, Science Library Elizabeth Brown, Science Library Coordinator Carol Clemente, Head of Reader Services Alesia McManus, Head of Research, Information, and Instructional Services
Web Site:	Information Commons: http://library.lib.binghamton.edu/ic/ Binghamton University Libraries: http://library.lib.binghamton.edu/ Science Library: http://library.lib.binghamton.edu/scilib/
Organizational Structure:	Traditional Library Organizational Structure, not merged with Information Technology
Date of Visit:	March 26, 2007

Overview

In 2007, Binghamton University has been hailed as the "premier public university in the northeast" by the Fiske Guide to Colleges.  It is one of four research university centers in the State University of New York Higher Education System and has a student body of 14,373 in undergraduate and graduate programs.  At the Binghamton Campus they have two libraries -- the main Bartle Library and the Science Library. At the SUNY Binghamton Downtown Center the library is designing an information commons to service graduate programs in the Social Services. They have a total of 18 librarians.

The Information Commons opened in the Bartle Library in Spring of 2006. Since its opening, gate counts have increased substantially and reference queries have increased by 33%.  The Information Commons at Bartle Library primarily operates as a separate physical facility combining reference and technology services on the first floor.  However, its popularity has led them to open a separate Commons area in the Science Library and at their Downtown Center. They will also be extending the main Information Commons on the first floor so that it wraps entirely around the Service Desk and into the Reference Area. 

Description of Services and Facilities

There are about 165 computer workstations located in the Information Commons arranged in a different configurations to support both individual and collaborative work.  20 of these workstations are Macintosh.

They have a merged service desk -- Reference and Information Technology Support.  It has two sides -- one that faces the reference collection, provides research support and is primarily staffed by reference librarians. Reference librarians are at the desk from 8:30 a.m. - 10 p.m. Monday-Friday.  The other side faces the Information Commons, provides technical support and is staffed primarily by students from ITS.  The technology support side has a high counter height and the reference side uses a lower counter height to enable research consultations.

The Library is open 24 hours a day during the week.  It is staffed with professional staff during the night shifts.

There are a couple of print areas in the Commons.  With their login, students can get 75 free prints per week. 

Other technology spaces in the Bartle Library include a group study room that also serves as a presentation practice room and a library classroom that is available when not being used for library instruction. 

Information Commons in Bartle Library - notice the enclosed wiring that drops down from the ceiling.	Information Commons - uses wood end panels and fabric panels to define work areas
An example of a PC work area	Mac work area
A Print Workstation located near the center of the Commons	Integrated Service Desk -- Looking from Technology Support Side ( higher counter) across to Reference
Center area of Service Desk	Reference Side of Service Desk -- notice lower counter height
Reference Area	Reference Area - Some stacks will be eliminated after further weeding of the Reference print collection to enable the expansion of the Info Commons
Fine Arts Reading Area	Library Classroom

The Information Commons in the Science Library uses slightly different furniture design and layout.  In the Science Library, they have one integrated service desk for circulation, reference, and technology support.  This works well in this smaller, more specialized library and causes less confusion for their users.  A classroom is available for instruction and collaborative work.  Science students often use this room for tutoring and study sessions.

Science Information Commons
Science Information Commons (heavily used at 10 a.m.)	Looking into the Reading area and additional Mac pod of computers
Reading area between 2 Mac computer pods	Science Library Classroom/Lab off from the main Science Information Commons
Individual work areas along the far wall walls in the Science Library Classroom	Popular seating and tables designed for laptop use in this same Science Library Classroom

Governance and Strategic Fit

The Library and Information Technology Services are not organizationally merged but have learned to collaborate through their work on this project.  One ITS PODS group has offices in the library.  The Library has its own Information Systems Shop.

When the new Director of Libraries, John Meador, came he had a vision and plans to build an information commons. Fortunately his vision coincided with university plans to fund new spaces on campus for computers.  The Director of Libraries was able to get the money earmarked for this computer space renovation by bringing more computers into the library and building the Information Commons.  Though this was not part of Library Strategic Planning, it was well known that students needed more public computers in the library.

Collaboration and Partnerships

Although the Commons is managed by the Library's Information Commons Coordinator, the images on the computers are all maintained by Information Technology Services.  Since ITS has been partnering with the Library they have noticed a positive change in ITS customer service and responsiveness. The library has provided a lens for them to see the user's needs.  Though not a strong partnership, the Library and ITS are continuing to build their relationship and collaborate on competencies, staff training, and standards.

Some Academic Support Services are being moved into the same building that houses the library, but they will not be within the Library itself.  Bartle Library is co-located with other campus services, including a cafe, within the same building.

Communication

Binghamton uses an internal listserv and a blog to keep all staff members informed.  The blog is especially useful for its readily available archive and history of an issue.  They also have a Information Commons Standing Committee that has irregular meetings for establishing standards.

To help students find available computers in the Commons, the service desk has a computer monitor display that uses "Live Maps" to identify computers that are not currently logged in.  Students can also connect to this program and view availability at http://pods.binghamton.edu/livemaps.htm.

Monitor indicating workstations and their availability

Staffing and Training

Staff working on the integrated service desk are from two different university departments (library and ITS), as such they have different organizational structures, values, and reporting channels.  Initially they had planned to pair a librarian and a technician together on each side of the service desk, but because of staffing issues and cultural conflicts that has not worked out yet. They are hoping to blend their staff more in the future and are currently working on a cross-training program.  During this training they hope to address some of the customer service cultural conflicts and offer both reference and technology support student workers new skills for helping users.  Initially Librarians were concerned that they would be expected to be technology consultants but that has not proven to be the case, although they can assist with baseline technical problems.  The expectation is that staff working on the service desk can at least begin to answer any question and then make a referral to someone with more expertise if necessary.

Impact on Collections

In order to find room for the Information Commons, Binghamton moved its government document collections to a less  prominent place in the Library and weeded their Reference Collection by a third. They continue to weed print reference titles as they plan for the expansion of the Commons.  Additionally, Binghamton has placed 300,000 volumes in its Library Annex at Conklin including pre-1980 bound journals, and infrequently used monographs, government documents and microforms.  Materials at this facility are available upon request. http://library.lib.binghamton.edu/webdocs/storage.html

Reference & Instruction Services

The reference services desk has evolved from being a traditional reference service point to one that is now shared with Technology Support.  It has been a challenge to meld the two cultures, reference and technology, into one support area but staff report that they are making progress and are committed to making things work.

Assessment

Binghamton has participated in LibQual.  They also have a transcript analysis project for IM and a Reference Review Task Force to look at staffing, services, and resources.

Lessons Learned

• A configuration that allows different layouts for computers and panels for privacy can also make it difficult for students to see which computers are available for use.

• The collaborative activity in the Information Commons has resulted in more complaints about the noise level.

• Additional chairs are needed for each computer workstation.

• Try not to open an Information Commons in mid-semester if it can be avoided.

• It is hard to anticipate needs beforehand.  The Commons will evolve with your needs.

• The Commons has generated more traffic in the reference area and more reference queries.

• Give staff a say in the decision making process.

• Because of its popularity and the library's 24/5 operation, it is very difficult to keep clean.  Food and drink are a perpetual headache.

• Staff anxiety over new work spaces and responsibilities will dissipate as they work together in the Commons environment.

Observations Informing Best Practices

• If possible, prepare staff for a new working environment.  Staff from different departments will have different perspectives and cultures.

• Work with ITS to establish standards for service.

• Do not worry about getting everything perfectly planned, it is hard to anticipate the needs that will arise from these new spaces. 

• The Information Commons is constantly evolving.

• Be patient and let staff work out their working relationships.

• Give staff a say in the decision making process

• Staff anxiety over new work spaces and responsibilities will dissipate as they work together in the Commons environment.