For a long time, my team at CUNY’s Office of Library Services (OLS) read the release notes the way many people do: haphazardly, hurriedly, and mostly in preparation for a committee meeting.
We’d skim through the Alma and Primo VE quarterly updates—sometimes individually, sometimes together—then talk through the highlights six separate times: once with each of our three working groups and again with our three advisory committees. It was theoretical (“This probably affects cataloging…”), abstract (“Based on the screenshot, I think it works like this…”), and ultimately redundant.
And the kicker? Most of that insight never made it past the committee rep.
It wasn’t engaging, it wasn’t efficient, and it wasn’t helping anyone actually understand the changes coming their way. So in late 2024, we decided to rethink it.
Enter: Shelf Help
My team at the CUNY Office of Library Services sat down and asked ourselves a simple question:
What would it look like to actually support our librarians during release cycles—not just inform them?
The answer became Shelf Help, a quarterly open webinar that walks library staff through what’s new in Alma and Primo VE. We time each session to land the Thursday before Ex Libris pushes changes to production, giving people time to understand what’s coming and ask questions before it affects their work.
We held our first session in November 2024. One year and four sessions later, it’s become a reliable touchstone in our systems calendar—with around 70 registrants and 80% attendance each time.
Why It Works (And What We Do Differently)
Shelf Help isn’t just a reading of the release notes. It’s a systems-thinking exercise with a service mindset.
We:
- Read and analyze all the release notes
- Test each feature in our Alma/Primo VE sandboxes
- Focus on what’s real and what’s relevant to our campuses
- Build clear examples, annotated slides, and walkthroughs
- Share recordings and documentation for asynchronous access
- Create a space where anyone—regardless of committee role—can learn and ask questions
Instead of parsing dense documents in committee silos, we’e created a shared, cross-campus conversation.
The Philosophy Behind It
“We read the release notes so you don’t have to” isn’t just a tagline. It’s a commitment.
It’s a commitment to:
- Transparency: Explaining not just what is changing, but why it matters
- Equity: Giving everyone—regardless of job title—access to the same timely, clear information
- Collaboration: Helping campuses stay aligned, informed, and confident about what’s coming
- Trust: Showing that our central team is engaged, responsive, and invested in easing the burden
It’s also an acknowledgment that our work as systems leaders isn’t just technical—it’s deeply human. Every configuration setting we adjust affects real people doing real work. Every overlooked release detail can become someone’s emergency.
One Year In: What I’ve Learned
Our first Shelf Help session launched with the November 2024 Alma and Primo VE releases. After that pilot, we surveyed attendees to see if we were on the right track.
The response was clear:
- 89% of respondents rated their satisfaction as high
- 100% wanted the series to continue
We also received thoughtful, enthusiastic feedback that affirmed what we hoped Shelf Help could be:
“Reading a long list of release notes is overwhelming. The format chosen made the information much more accessible and understandable.”
“I really appreciated seeing updates outside my functional area; they still impact the staff that I supervise.”
“I love Shelf Help! I know it takes a lot for the three of you to prepare. I’m grateful.”
That last comment stuck with me—because yes, it does take a lot. But it’s the kind of work that makes the rest of the work easier for everyone else. That’s the goal.
Shelf Help has taught me that support doesn’t always mean creating something brand-new. Sometimes it means taking something messy and overlooked—like release notes—and making it clear, contextual, and communal.
It’s also reminded me that systems work, when done well, can help people feel less alone. In a massive university system like CUNY, a little clarity goes a long way.
What’s Next
We’ll keep iterating. We’ll keep inviting feedback. We’ll keep showing up every quarter with tested features, sandbox insights, and a few nerdy jokes hidden in the slides.
Because reading the release notes is just the start. Helping people understand them—and feel confident navigating what comes next—that’s the real work.