CV- Jacqueline L. Frank



MSU Library; Montana State University; Bozeman, MT

Instruction & Technology Librarian; July 2018 –

  • Instruct students, staff, and faculty on research, technology, and information literacy skills via research consultations, library instruction, and workshops.
  • Develop the online learning on infrastructure for the library and assess the user experience to make informed improvements.
  • Coordinate, maintain and evolve the instructional portions of the library website, LibGuides, and other online platforms.
  • Create guidelines for best practices in accessible and consist learning object creation.
  • Collaborate with colleagues in the development, implementation, and application of innovative multimedia and e-learning tools, resources, technologies, and services.
  • Watch trends in emerging instructional technologies; evaluate potential applications and integrations with instruction; suggest new ideas and lead their implementation.
  • Help coordinate library classrooms, technology, and other spaces in support of instructional technology needs.

Program Lead; Technology & Research Specialist; 2015 – 2018

  • Central contact for access services related areas of the Learning & Research Services (LRS) department.
  • Lead the departmental transition of Library Management System from Sirsi Dynix to Alma, as part of the Alma Implementation Fulfillment committee.
  • Helped establish tiered student positions and training program to efficiently use staff and student time, while supervising and directing work of up to 20 student employees.
  • Train student employees and staff on use of technology equipment including printers, copiers, scanners, microform machines, and specialty printing equipment.
  • Troubleshoot equipment and software for library patrons and employees alike.
  • Teach workshops and one-on-one technology consultations; create instructional materials for using equipment, software and modern technologies.
  • Answer research questions and refer to subject librarians as appropriate.
  • Create promotional materials and contribute content to social media group for events.
  • Manage and deliver Paws to de-Stress program each semester to bring in Therapy Dogs to help ease student stress during the last week of classes and final exams.

Interim Co-Department Head of Learning & Research Services; 2013 – Jan. 2015

  • Lead the merger of two departments into one department encompassing all aspects of public service in the library, while balancing cultural differences to foster cohesion.
  • Supervised and mentored seven classified staff and up to 25 student employees of the LRS Department.
  • Strategically proposed new programs, policies and procedures to improve patron services in alignment with the library’s strategic plan; served on Executive Team.

Library Commons Assistant (Computer Support Specialist); 2011 – 2013

  • Solve problems patrons experience with equipment and technology.
  • Teach workshops and create instructional material on software and new technologies.
  • Manage long-term projects under minimal supervision.
  • Spearheaded, implemented and manage Paws to de-Stress therapy dog program for student stress during finals each semester, which has received national press.

Audio Visual & Interlibrary Loan Assistant (Library Technician I); 2009 – 2011

  • Processed detailed ILL requests efficiently under minimal supervision, while providing quality customer service to ensure patron satisfaction.
  • Instructed library patrons and staff to effectively use equipment and technology.

Penrose Library; Whitman College; Walla Walla, WA

Interlibrary Loan and Access Services Assistant ; 2005 – 2008

  • Delivered quality customer service while simultaneously performing detailed circulation duties.
  • Worked independently to accurately process ILL requests in an efficient manner.


MLIS Library & Information Science

2017; University of Kentucky; online distance program

MS Environmental Engineering

2015; Montana State University; Bozeman, MT

BA Environmental Studies–Physics, minor in Mathematics

2009; Whitman College; Walla Walla, WA

Publications & Conference Presentations

*Peer Reviewed

* (forthcoming 2019) Beyond Therapy Dogs: Rethinking animal policies to protect and promote student wellness for all library patrons. In A. Lannon & S. Holder (Eds.), Student Wellness and Academic Libraries: Case Studies and Activities for Promoting Health and Success. Association of College and Research Libraries.

* (2018) Employee Experience Journey Mapping (EXJM): a Fresh Take on a Traditional UX Technique. Weave: Journal of Library User Experience.

(forthcoming 2019) Delivering equitable & inclusive instructional content using UDL principles.
Presentation at The Collective Annual Conference; Knoxville, TN.

(forthcoming 2019) RELAX: Mindfulness & Stress Management Techniques for Busy Librarians.
Presentation at The Collective Annual Conference with Liz Chenevey (James Madison University); Knoxville, TN.

(2018) Bringing the User Into the Process: Design Thinking in Libraries.
Presentation at Pacific Northwest Library Association Annual Conference with Kris Johnson & Hannah McKelvey; Kalispell, MT.

(2017) New Employee Onboarding.
Workshop for the MSU Professional Development & Training Series with  Hannah McKelvey; Bozeman, MT.

(2017) Reimagining Library Services through UX Service Blueprinting.
Presentation at Pacific Northwest Library Association Annual Conference with Taylor Schultz; Post Falls, ID.

(2017) Improving the User Experience of New Employees Using Journey Maps.
Presentation at Montana Library Association Annual Conference with Hannah McKelvie; Billings, MT.

(2016) Exploring Leadership Collegially: Coursera, Coffee, & Conversations for Inspiration.
Presentation at Montana Library Association Annual Conference with Kris Johnson & Mary Guthmiller; Missoula, MT.

(2015) Who Let the Dogs In? Therapy Dogs in Libraries.
Presentation at Montana Library Association Annual Conference with Nancy Rosen, director of Intermountain Therapy Animal; Bozeman, MT.

(2014) MSU Technology Workshop Series: Excel 2010, Pinterest & Prezi.
Presentation at Montana Library Association Annual Conference, Billings, MT.

Selected Instruction & Sample Lesson Plans

Guest Lectures & Invited Library Instruction


  • Excel Basics.
    • MSU Library workshop, Bozeman, MT, October 2018
  • Excel Beyond the Basics.
    • MSU Library workshop, Bozeman, MT, October 2018
  • Software Studio: Presentation Tools.
    • MSU Library workshop, Bozeman, MT, February 2018
  • Additional topics offered in the past:
    • MS Word, Outlook, PowerPoint, Prezi, Dropbox, Google Drive, Utilizing Canva & Piktochart, and Cloud Storage.

Associations, Committees, Awards & Accomplishments

National & Regional:

  • American Library Association
  • Pacific Northwest Library Association
  • Mountain Plains Library Association
  • Awarded scholarship to attend The Collective conference in Knoxville, TN
  • Awarded Scholarship to attend the annual Access Services Conference in Atlanta, GA


  • Montana Library Association (MLA)
  • Open Educational Resources (OER) TRAILS committee
  • Awarded MLA Professional Development grant to present at MLA Annual Conference
  • Awarded MLA Sheila Cates Scholarship to earn master’s degree in library science

Montana State University:

  • Cross-Campus ADA committee; 2018- present
  • Created Paws to de-Stress program which received national press
  • Board of Directors Vice President for the Friends of MSU Library; 2014-2016
  • Dean search committee for MSU Library

MSU Library:

  • Library Digital Accessibility Committee; Chair
  • Data Infrastructure and Scholarly Communication Committee (DISC)
  • Library strategic plan measure coordinator for two strategic initiatives
  • Library master plan steering committee
  • Staff Association Vice President at MSU Library; 2013-2016

About me

I am motivated, positive, & strive to benefit the lives of others & our environment through my work.


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