JM2010 Contributed Paper: Moving to a Single Service Desk: Challenges and Opportunities for Improved Customer Service
Posted on January 29, 2010 by ebrennan | No Comments
Posted by Annie Hughes, MLIS, Reference Librarian; USC Wilson Dental Library & Learning Center
In 2008, the UCSF Library & Center for Knowledge Management decided to reduce the number of services areas which included: the circulation desk, an information services desk and a reference office. Due to a declining gate count and budgetary concerns and a need to have one information service point, UCSF closed their Reference Office, put a Reference Librarian on-call and reduced hours at the information services desk. Slowly all services were moved to the circulation desk. Project planning was key in making the single service desk work. The planning phase involved several supervisors and managers who identified the stakeholders, costs and scope of the project. Some costs identified were creating new signage in the library to redirect patrons and phone line and computer reconfiguration. By moving to this single service desk, information services are available at a central location. Not only that, the combination of services allows for staff collaboration and cross-training.
One of the risks identified is that by combining staff, some information assistants may be reluctant to perform tasks of circulation staff and circulation staff may feel as if they can perform the duties of information assistants and therefore could expect greater compensation. While there was some reluctance of Information staff to perform circulation activities, overall the process went smoothly.
Posted 1/29/10
Tags: contributed paper > JM2010 > reference services
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