Browsing by Author "Frank, Jacqueline"

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Beyond Therapy Dogs: Rethinking Animal Policies to Protect and Promote Student Wellness for All Library Users
(2020) Frank, Jacqueline
This chapter presents options for rethinking and communicating animal policies to protect and promote wellness for all library patrons and suggests considering a responsive approach to educating users about library policies in order to help protect the rights of people with service animals, while also promoting a welcoming environment that supports student success, health, and wellness. The chapter includes a case study of the successful therapy dog program at the Montana State University (MSU) Library and shares educational handouts outlining the definitions and distinctions between service animals, therapy animals, and comfort animals (also called emotional support animals, or ESAs). The case study examines unintended and correlated impacts of the program, including an increase in people bringing pets into the library, and how challenges such as underprepared employees and unclear policies and procedures were addressed at the MSU Library.
Digital Equity & Inclusion Strategies for Libraries: Promoting Student Success for All Learners
(The International Journal of Information, Diversity, and Inclusion (IJIDI), 2021-07) Frank, Jacqueline; Salsbury, Meghan; McKelvey, Hannah; McLain, Rachelle
Student success in higher education depends on access to digital resources and services, and today's students rely heavily on the library to facilitate that access. Reliance on digital library resources and services surged in March 2020, when many U.S. higher education institutions moved to remote learning in response to the COVID-19 pandemic. This move exposed a lack of awareness about the ongoing digital divide in higher education in Montana, a rural state with a small population located in the Western U.S., and the underestimation of how student success would be affected in an online learning environment. Many students do not have a computer or device with internet access, or access to reliable, high-speed internet. These barriers inhibit students from experiencing digital equity and inclusion in the realm of remote learning. This article discusses the impact on students, and how librarians working at Montana State University are working to address challenges and advance digital equity and inclusion in their state. It demonstrates how access, or lack of access to resources impacts digital inclusion and digital equity, including personal device ownership, access to the internet or cell service, the ability of libraries to implement remote authentication methods, and digital accessibility. The article shares perspectives and strategies from librarians working in public services and instruction, acquisitions, and electronic resources management, and how they are working together to promote digital equity and inclusion and increase the accessibility of library resources in their community.
Improving Onboarding with Employee Experience Journey Mapping: A Fresh Take on a Traditional UX Technique
(2018-09) McKelvey, Hannah; Frank, Jacqueline
We present a creative method for applying the UX technique of journey mapping to improve the onboarding experience of new employees in any organization. Journey mapping is a well-known design research tool used to gain insight into how a user experiences a service, process, or product, with the goal of making informed improvements to deliver a better experience for future users. We argue that journey mapping can also be used to improve the internal process of onboarding new employees and improve the experience for future new hires, which is important because positive onboarding experiences are linked to increased productivity and greater employee retention. We share how other organizations can use journey mapping to improve the onboarding process utilizing our employee experience journey mapping project toolkit (Frank & McKelvey, 2017) designed to help guide similar projects, complete with shareable templates. In addition, we share the methods used at our library, as well as our findings, recommendations, and lessons learned.
Library Commons Assessment Report
(2013-01) Frank, Jacqueline; Hansen, Mary Anne; Hodges, Mike; Strittmatter, Connie; Zauha, Janelle
The focus of this report is to assess how the summer 2011 renovation of the first floor of Renne Library into a Library Commons has impacted users, library staff, and library services, and, when possible, to gather information about further needs and directions for the area. The Commons opened in late August 2011 and data gathering took place between April and December of 2012 but focused on use of the Library from August 2011 through August 2012.