1. Travis S. Teetor
3940 E Alta Vista 520-621-6407 (office)
Tucson, AZ 85712-1802 520-318-4400 (home)
520-977-9772 (cell)
tteetor@email.arizona.edu
Education
University of Arizona, B.S. 1998 Major: Operations Management GPA: 3.585 cumulative
University of Arizona, M.A. 2016 Major: Library and Information Science GPA: 4.0 cumulative
Experience
Operations Manager, Access & Information Services
University of Arizona Library
May 2014 - present
Responsibilities:
• Assisted Head of Access Services with development of senior staff by directly supervising five supervisory/leadership
classified staff positions as well as providing managerial support and guidance to a team with 42 FTE and 75-100 part-
time student employees. Addressed complex personnel matters including performance management and grievances.
• Oversaw daily operations of four libraries across campus open 24/5; including setting policies with a strong focus on
customer service and continuous improvement.
• Managed a large equipment lending program across four campus locations, which consisted of laptops, tablets,
cameras, projectors, 3D scanners, Arduinos, A/V equipment, and a Kubi used for faculty teleconferencing.
• Co-lead the management of the library maker space; including benchmarking peers, creating workflows, and acting as
a liaison for faculty, IT, facilities, and other campus partners.
• Maintained a working knowledge of issues and trends associated with cutting edge technology, library management,
and access services.
• Represented the UA Library with donors, faculty, researchers, other units on campus, and nationally around relevant
issues pertaining to Access Services and library technology.
• Lead enhancement of operations and oversaw multiple, complex services (including Computer and Room/Locker
Access including scheduling, Library Services Platform system functionality and associated services: Holds/Searches,
Express Retrieval, Equipment Lending, Collections and Bursar Billing) and systems (such as D!bs, PC Reservation,
and III) for access services.
• Directed staff work in the areas of data collection, including creating reports using the Microsoft suite of products.
• Oversaw management and monitoring of a student wage budget of over $350,000, a team operation budget(s) of over
$40,000, and a technology budget of $100,000 along with various project and one-time budgets. Ultimately ensured
budget(s) were spent efficiently to meet the work of the library.
• Managed all aspects of UAL compliance with patron records (FERPA and PCI Compliance), billing, and Code of
Conduct.
• Helped envision the future and establish direction by assisting Head of Access Services with the development of
environmental scanning, strategic, and operational planning process.
Major accomplishments:
• Implemented a new 3D printing and scanning service, including benchmarking peers, conducting a cost analysis to set
rates in order to establish a self-supporting service, and develop workflows and initial training. Over the course of
2015, presented on the service model to a class of School of Information students, at the UA IT Summit, the Access
Services Conference, and at the Arizona Library Association. Also engaged with various peers who contacted the UAL
for site visits to learn about best practices.
• Worked with faculty to operationalize and implement programming for the library maker space (called the iSpace)
including setting up virtual reality, laser cutter, and CNC router services. Co-presented a pre-conference on this work
at the 2016 Arizona Library Association.
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2. • Elected to be Secretary, Vice-Chair, and then the Chair of the ALA LLAMA/SASS Circulation/Access Services
Discussion group from 2014 - 2017.
• Elected to be Secretary of the ALA LITA Maker Technology Interest Group, which has an automatic path to be Vice-
Chair and then Chair over the course of 2016 - 2019.
• Worked with campus partners to relocate and expand a multimedia zone, which includes BYOD stations and high-end
computing.
• Aided in the launch of 24/7 operations at the campus health sciences library, including setting policies and configure
services based on consultation with AmerX, Facilties, Risk Management, UAPD, the Office of General Council, and
library administration.
Library Operations Supervisor, Access and Information Services Team (position re-graded from Library Supervisor in
March 2006)
University of Arizona Library
January 2005 – May 2014
Responsibilities:
• Mentored and coached 5 - 7 staff (5 - 6.5 FTE) within the circulation and reference units to create an environment in
which goals could be achieved and career development fostered. As the most senior supervisor, I provided guidance
and mentoring for other supervisors on management of operations and employee development and performance.
• Reviewed and monitored staff work performance to ensure that established quality standards were met and followed a
peer review process tri-annually.
• Managed and oversaw a variety of team operations and services including: reference training and provision, team-wide
online training and e-Learning platform, environmental scanning, and strategic planning.
• Responsibilities included hiring and terminating staff, student, and temporary employees.
• Participated on and led the work of the Leadership Group; including meeting facilitation and on-going monitoring and
support of team projects and functional work groups.
• Point person for managing automated library circulation system and managing customer accounts; including
monitoring and implementing system enhancements and improving system functionality.
• Responsible for ensuring that job descriptions, policies and procedures of the library unit were up-to-date,
communicated and adhered to.
• Team-wide monitoring of expenditures against a $350,000 wages budget; including adjusting planned activities based
on budget areas being over/under-expended by 2%.
• Responsible for resolving customer complaints escalated from front line staff and various departments and user groups
campus-wide.
• Provided formal 6-sigma process improvement assistance to teams across the organization (including instruction on
and assistance with the various tools used in the Define, Measure, Analyze, Improve, and Control phases of process
improvement).
• Analyzed process and voice-of-the-customer data to bring services in alignment with communicated wants and needs
both within own team and between teams in the library.
Major accomplishments:
• Aided in the creation of an e-learning program on the D2L course management system platform, including
development of content for various self-paced, online learning modules. Co-authored a publication in the Journal of
Access Services based on this work and presented as part of a panel at ALA Annual in 2014.
• Established a new workflow to process campus-wide faculty scholarship into Faculty180 for the UA Vitae project;
including liaison with campus partners and provision of detailed cost projections.
• Experience with systems requirement analysis to match software needs with organization requirements; including
leading the beta site implementation of D!bs group study room reservation software and LibAnswers 2 knowledge
management system.
• System integration and collaboration with both the Law and Health Sciences libraries, so that all can operate using the
same system while still servicing the distinct needs of each user group.
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3. • Developed the initial Express Retrieval material paging process, based on best practices learned through
benchmarking peer institutions, including creating the work breakdown structure and estimating the time spent on each
step to determine needed funding.
• Worked with colleagues to set up a well-received team diversity event where we reviewed the Johari Window concept
and performed various group activities. The highlight of the event was a panel presentation by staff who each related
their experiences being in minority groups on campus.
• Following the progressive disciplinary process both to improve employee performance and terminate employment
when necessary.
• Led the work of the Service Site Leads resulting in: migration of training from in-person to online format; updating and
reorganizing loan rules in the library’s automated circulation system to enforce business practices and better serve
customers; on-going development and refinement of scripts for common customer inquiries to assure uniformity in
service team-wide; implementing the circulation of laptops, projectors, and short term study carrels to students.
• Collaborated with the Law Library in Spring 2006, to train on and implement procedures for sending library notices to
their users, including automating this process for them once this had successfully been accomplished for our library
network.
• Successfully merged separate service points and distinct operating functions at the Main and Science-Engineering
Libraries in Spring 2005, including reducing services that required staff mediation, resulting in a decrease of direct
costs to the organization of $4,000 per year while maintaining high levels of customer service.
• Assisted the Document Delivery Team in understanding customer data on desired turnaround time for delivery of
services and the root causes of the gap in meeting this expectation (discovered through the usage of Flow Charts,
Performance Requirements Matrixes, Radar Charts, Statistical Process Control Charts, Histograms, Pareto Charts,
and Fishbone Diagrams) that ultimately resulted in delivering faster service. The efforts also resulted in a decrease in
the overall cost of processing an interlibrary loan journal article request from $7.99 in 2004 to $5.90 in 2006 and an
initial reduction of $32,971 to the operations budget.
Library Supervisor (acting), Materials Access Team
University of Arizona Library
October 2004 - January 2005
Responsibilities:
• Supervised and directed the work of 11 staff (10 FTE) within the Circulation and Collection Maintenance units.
• Actively participated on the Materials Access Team Leadership Group.
• Developed the staff desk schedule for both the Main and Science-Engineering Libraries, including a rotation for
weekend work at all sites.
• Shared responsibility for ensuring that internal policies and procedures of the library unit were communicated and
followed (including hiring and terminating student employees).
• Clarified and wrote patron access and circulation policies related to the library.
• Responsible for resolving elevated customer complaints.
• Updated the team website, including the migration of content into the new organization website.
Major accomplishments:
• Dialoged with staff members to ensure their understanding of work expectations.
• Provided feedback to each staff member whom I supervised regarding progress towards their performance and
learning goals.
Library Specialist, Materials Access Team
University of Arizona Library
December 1999 – October 2004
Responsibilities:
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4. • Hired 80-120 student employees each year for the shelving process; responsible for training 25% of the students hired.
• Created and maintained the team website, including the development of web-based forms.
• Assisted Library-wide Process Improvement and cost analysis efforts utilizing the Define, Measure, Analyze, Improve,
Control (DMAIC) approach.
• Responded to customer questions and complaints sent via e-mail to the circulation work team.
• Provided information and referral at the Main and Science-Engineering Libraries (including the negotiation of fines and
troubleshooting customer/item records).
• Handled and monitored the usage of the unique/valuable materials located in Special Collections.
• Supervised and directed the work of student employees at all service sites.
• Provided guidance on the progress of colleagues towards the completion of their performance goals.
• Facilitated project/team meetings including scribing.
• Assisted with the general maintenance of the library stacks, including assessing capacity, shifting materials, conducting
sample inventories, and responding to customer requests for maintenance/reshelving.
• Ensured that the Main Library circulation/reserve desk was open and ready to serve customers.
• Answered customer and lending/borrowing institution questions regarding Interlibrary Loan requests.
• Entered and analyzed data from various team processes and shared findings in quarterly library-wide reports.
• Resolved error messages generated in the library circulation system.
Major accomplishments:
• Utilized process improvement techniques to uncover the major reasons behind one of the library’s biggest customer
complaints: inability to locate materials in our stacks. Data gathering included conducting sample inventories,
shadowing customers and benchmarking peer institutions via national listservs and analyzing the results in Pareto
Charts, Interrelationship Diagraphs, and conducting Ease Impact analysis of proposed solutions. This project resulted
in improved way-finding and a uniform process for responding to missing items. (Where’s the Book Project, Fall 2003 –
Spring 2005)
• Developed templates to standardize responses and reduce the time required to respond to customer questions and
complaints sent via e-mail. These templates were shared with the former head of circulation to aide in his
orientation/training. (Fall 2003)
• Lead the Cost Study Project to find out which type of employee is the most cost effective for the shelving operation,
including benchmarking nationally and making site visits to local peer institutions. This project resulted in a reduction
in employee turnover and a decrease in the size of the pool of shelving students. (FY02/03)
• Participated on the library-wide strategic planning and budget advisory group to develop our unit’s annual plan. Based
on this experience, I was able to modify my functional team’s existing planning process to make it parallel with that of
the larger organization. Some of the efficiencies/improvements which resulted were providing just-in-time training for
the team so that they would understand how the planning process worked, the development of team quality standards
for the first time on my functional team (previously the team developed projects and then set performance measures
which would indicate success), the writing of charges for all of the team’s projects, the establishment of a Management
Review Team to guide the work of the projects, and the development of a more streamlined process whereby the
planning group did much of the work offline to minimize the impact on team resources required to complete the
strategic framework.
• In my role as a member of the budgetary advisory group, I helped the library find monies to give back to the university
during times of rescission while simultaneously reallocating resources to fund the strategic plan. (Library-wide Strategic
Planning: July 1999 – August 2002; Functional Team Strategic Planning: 2001 - 2002)
• Programmed web based forms, which resulted in a reduction in the number of mediated transactions at service sites.
The forms also allowed customers to submit fines appeals, declare library items missing, and request items be paged
from branch libraries without coming into the library. Additionally, the library saved money by no longer having to print
paper versions of the forms. (2003)
• Worked to establish a process to facilitate inter-team communication through the development of the Materials Access
Communication Team (established October 1999). The team was responsible for attending various library functions,
summarizing information, and reporting back to the functional team since many of the members could not attend the
library functions due to scheduled work hours.
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5. Library Assistant, Sr., Materials Access Team
University of Arizona Library
October 1998 – December 1999
Responsibilities:
• Coordinated the activities of shelving students.
• Provided circulation services at the Main Library.
• Assisted customers with and reported equipment problems
• Managed the hold shelf and sent out billing/overdue notices.
• Ensured that new records were entered correctly into the customer database.
Major accomplishments:
• Made significant enhancements to the process for customer record creation, including the development of a manual
describing the various user groups.
Awards and Honors
• Graduates Summa Cum Laude from the University of Arizona (August 2016)
• Phi Kappa Phi Honor Society (2016 – present)
• Awarded Career Progression (2000, 2001, 2004, 2007, 2011, 2015)
• University of Arizona Staff Award for Excellence (2008)
• Nominated for the University of Arizona Team Award for Excellence (April 2007)
• Recognized for the merging service points at the Science-Engineering Library (September 2005)
• Functional team recognized for exemplifying library mission, principles and goals (November 2004)
• Recognized for work of Where’s the Book Project (February 2004)
• Graduated Cum Laude from the University of Arizona (May 1998)
• Dean’s List (Fall 1994 to Spring 1998)
• Bronze Congressional Award – community service (April 1993)
Professional Associations
• American Library Association (ALA), Member 2003-2007, 2008 – present
o Secretary, Vice-Chair, and then the Chair of the LLAMA/SASS Circulation/Access Services Discussion group
from 2014 - 2017.
o Secretary of the LITA Maker Technology Interest Group, which has an automatic path to be Vice-Chair and
then Chair over the course of 2016 - 2019.
• Arizona Library Association (AzLA), Member 2011 - present
Cross-Functional Projects and Assignments
• Project Manager for the multimedia zone relocation project (FY 15/16)
• Hiring committee for Associate Library liaison to Engineering Department (Fall 2016)
• Lead systems requirement analysis and beta testing for implementation of knowledge management system software
(LibAnswers) (FY 12/13)
• Lead systems requirement analysis and beta testing for implementation of mobile group study room reservation
software (D!bs) (FY 12/13)
• Project Manager for the Building and Equipment Access Restriction Project (FY 11/12)
• Website Steering Group member (FY 11/12 – FY 12/13)
• Reference Product Management Liaison (FY 10/11 – Summer 2014)
• Library Use/Cost Study Survey administration (FY 9/10)
• Campus Staff Dispute Resolution Committee (Fall 2007 - Summer 2012)
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6. • Planning Project Management and Facilitative Leadership member (Fall 2007 – 2011); within this group participated on
the Education Team and the Competencies Expert Panel.
• Arizona Health Science Library system migration project (Summer/Fall 2007)
• Innovative Oversight Group; a collaboration among three separate library entities who are charge with implementing
system changes and improvements (Spring 2007 – present)
• Faculty Information Resources Management Effectiveness Team (Fall 2006)
• 6 Sigma Process Improvement Resource group (June 2004 – 2011)
o Recruitment and Hiring Process Improvement Team (April 2006 – June 2006)
o Materials Access Team Check-In Process Improvement Team (December 2005 – June 2006)
o Document Delivery Team Process Improvement Team (October 2004 – October 2005)
• Hiring committee for (5) half time staff and (1) three-quarters time staff positions for Extended Hours (Fall 2005)
• Usability Task Force (June 2004 – October 2004)
• Website Organization Task Force (October 2003- February 2004)
• Integrated Services Action Planning Team (Spring 2003)
• Customizable Systems Action Planning Team (Spring 2002)
• Strategic Long Range Planning Team/Budget Advisory Group (July 1999 – August 2002)
• Access Action Planning Team (March 2000 – June 2000)
• Team Leader for the Needs Assessment/Data Management Action Planning Team (March 1999 – July 1999)
Projects: Functional Team
• Hiring committee for seven Library Information Associate positions (Fall 2012/Spring 2013)
• Hiring committee for Library Operations Supervisor and Library Information Analyst position (Fall 2012)
• Hiring committee for Library Information Associate, Sr. position (Summer 2012)
• Hiring committee for Library Operations Supervisor position (Spring 2012)
• Hiring committee for three Library Information Associate positions (Spring 2007)
• Hiring committee for the Library Information Analyst position (Fall 2007)
• Hiring committee for the Library Operations Supervisor position (Summer 2007)
• Hiring committee for the Administrative Assistant position (Spring 2006)
• Hiring committee for the vice-Martinez Library Information Associate position (Fall 2005)
• Where’s the Book Project (July 2003 – December 2004)
• MAT/AIS Leadership Group (July 2002- present)
• Team Leader for the MAT Cost Study Project (July 2002- June 2003)
• MAT Strategic Planning Group (for the FY01/02, FY02/03 planning cycles)
• Team Leader for the MAT Communication Group (October 1999- June 2001)
• Collection Maintenance/Circulation Needs Assessment Team (Jan 2000 – August 2000)
• Hiring committee for Library Specialist position in Short-term Circulation (1999)
• Collection Maintenance/Circulation F-drive team to achieve more effective file management (September 1999 – March
2000)
Professional Publications
• Co-authored peer reviewed article: “Effective e-Training: Using a Course Management System and e-Learning Tools to
Train Library Employees” Journal of Access Services v. 11 issue 2 p. 66-90 (April 2014)
• Co-authored article: “Best Practices for a University Laptop Lending Program” Code4Lib Journal Issue 15, 2011-10-31
http://journal.code4lib.org/articles/5876
• Co-authored peer reviewed article: “Considering and Cost Analysis Project: A Planned Approach” Public Services
Quarterly v.2 issue 1 p. 65-80 (Spring 2006)
Professional Presentations
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7. • Arizona Library Association pre-conference with Jen Nichols, Anthony Sanchez, Kendra Davey, and Leila Duncan:
“Get Your Hands Dirty!: A Technology Sandbox for Library Services” (November 2016)
• Arizona Library Association presentation with Jessica Calderwood: “Layer By Layer: Building a 3D Printing Service
from the Group Up.” (November 2015)
• Access Services Conference presentation with Jessica Calderwood: “Layer By Layer: Building a 3D Printing Service
from the Group Up.” (November 2015)
• University of Arizona IT Summit presentation with Walter Ries: “3D Printing and Scanning: A Story of Collaboration”
(October 2015)
• American Library Association panel presentation with Sandra Smith (Denver Public) and Andrew See: “Twenty-first
Century e-learning Tools to Train Frontline Employees” (June 2015)
• Arizona Library Association presentation: “LibAnswers 2.0” (November 2014)
• Arizona Library Association presentation with Andrew See: “21st
Century eTraining: Course Based Online Instruction
for Library Employees” (November 2013)
• Living the Future 8 conference poster presentation with John Miller-Wells: “Data-Driven Strategic Planning for Access
Services” (April 2012)
• Arizona Library Association conference poster presentation with John Miller-Wells: “Quick and (mostly) Painless Space
Usage Assessment Using iPads and Netbooks” (November 2011)
• Innovative Users Group Conference presentation on migrating Arizona Health Sciences from Sirsi to III (April 2008)
• Innovative Users Group conference – presented a poster session on the work done to improve our automated
circulation system functionality for system optimization (May 2007)
• Living the Future 6 conference – developed and presented a day long pre-conference for a national audience on the
steps and tools used in DMAIC process improvement (April 2006)
• Arizona Library Association conference presentation: “Where’s the Book: We Found Out” which highlighted the results
of a multi-year project charged with finding out why customers had difficulty locating library material and presented
solutions that other regional organizations could implement (December 2004)
• Living the Future 5 conference (April 2004)
o Participated in team presentation, highlighting the initial findings of the “Where’s the Book” project
o Poster session “Where’s the Book”
• Living the Future 4 conference presentation: “Strategic Planning at the University of Arizona Library” which detailed to
a national audience how strategic planning at the University of Arizona library is conducted (April 2002)
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