CARL Webinar: I Meant To Get It Back On Time! Countering Bias, Promoting Equity, And Improving Customer Service Through Qualitative Analysis of Fines Data

When: Tuesday, June 2, 11:00 a.m. – 12:00 p.m. ET
Please note that this event is open to all (not just CARL institutions).

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The CARL Assessment Committee’s Continuing Education Working Group is pleased to host the following free webinar, adapted from a workshop held at the 2019 Canadian Library Assessment Workshop.

Library fines are a controversial topic and can be highly emotional for both patrons and staff. Based on a qualitative study of fines appeal data at Ryerson University Library, this webinar will describe why patrons appeal fines at our library and identify the associated issues, which include barriers to access and inequity. We found that fines interrupt academic work, are distressing for patrons in financial difficulty, and disproportionately affect those with family and health concerns. This study will be discussed in relation to the policy change at Ryerson University Library to eliminate fines for all regular overdue monographs. The study was conducted using data that is readily available at most libraries and analyzed using software that is freely available, purposeful choices that reduce survey fatigue for patrons and barriers for academic libraries that want to conduct a similar study. This webinar will be useful for library workers who want to learn about bias-reduction in qualitative methods, focus on customer satisfaction in service, and learn about the equity impact of eliminating fines.

Presenter Bios

Lisa Levesque, MLIS, Western University, 2016

Lisa Levesque works at Ryerson University Library as an Assessment Librarian and a liaison librarian for Journalism, RTA Media, and Communication & Culture. She regularly teaches classes with an information literacy focus. Lisa regularly speaks at conferences about her assessment research, including Designing for Digital 2019, OLA 2019, TRY 2018, and her scholarly research, including OLA 2020, the New Librarians Symposium 2019, WILU 2017 and CAPAL 2017. She has completed the CARL Librarians Research Institute and the Instructional Skills Workshop.

Kelly Kimberley, MLIS, Dalhousie University, 2000

Kelly began her career at Ryerson University Library in early 2004 and has developed expertise over the years as a Subject Liaison Librarian for various assignments such as Human Resources Management, Business Management, Finance, Nutrition and Food, Nutrition Communication, Food Security, Dietetics, Early Childhood Studies, and Child and Youth Care. Since accepting an Acting Head assignment in Borrowing and Lending Services in 2011, Kelly has continuously held lead administrative roles in Borrowing and Lending Services.  Her current role is Department Head.

NOTE: Although speakers will be presenting in English, meeting materials will be provided in both official languages. A recording of the webinar will also be posted after the event.

If you have any questions, please contact Julie Morin, Program Officer at CARL ().