One Desk + One Stop = One Solution
Providing a front-line customer service, which is relevant, current and delivered in a timely fashion to the users of today’s busy academic libraries, presents an ever increasing challenge for all libraries.
It is very challenging finding the right style and level of service that will connect with our customers, who can be from the generation of baby boomers through to generation X, Y and beyond. Making changes to offer new services can often be even more of a challenge. To achieve the best possible outcome for library customers, staff, service and budgets, requires careful application of the many principles of best practice and experience in change management.
This short talk will illustrate the process of how two large branch libraries at the University of Queensland underwent change, through its method of delivering lending and information services.
One library, the Biological Sciences Library, was recently re-furbished and that Library took the opportunity to remove the traditional lending and information desks. These service points have been replaced with a “Welcome Desk”, more open access services and introduced roving librarians.
The other library, the Physical Sciences Library, has trialled the “One Desk” service combining both information and lending services within existing infrastructure and facilities. In 2007 they are moving forward with this concept in a minimally redesigned area, within a limited budget but with a group of willing and committed staff.