Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

ABSTRACT

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success.     

Google Forms and Sheets for library gate counts

Building usage statistics are vital for supporting causes of funding, space, and staffing, but they can be cumbersome and costly to track and cull for useful data. Institutions already using Google Drive and its apps can implement a free solution to greatly reduce the amount of time and labor involved in utilizing this metric. Google Forms and Google Sheets allow the Binghamton University Libraries to easily and accurately collect gate counts for four separate locations, using automatic calculations to maintain up-to-the-hour reporting ability. With the support of these data, the Libraries are able to support decisions regarding resources, staffing, and hours of operation.     

Single service points in libraries: A review

ABSTRACT

As libraries of all types and sizes continue to re-envision themselves to remain relevant in a rapidly changing information landscape, the single service point is visible evidence of this effort. In a complex environment, combining formerly disparate functional or service units is for many libraries both an innovative and effective way to manage resources and services. It is the intent of this overview to look beyond these issues to find similarities in theme and application that may be useful for those considering implementation of a one-stop model.     

Merging Catalogs: Creating a Shared Bibliographic Environment for the State University Libraries of Florida

The eleven state universities of Florida have long shared an integrated library system architecture, but maintained separate databases. In 2009 the deans and directors of the eleven state university libraries tasked the three largest libraries to investigate the feasibility of combining all catalogs into a single bibliographic entity. With the help of a central automation group, the three successfully negotiated the fine line between sharing data and retaining the unique work created by each of the three libraries. The groundwork laid in this initiative should prove valuable to other libraries seeking to centralize functions and pool resources.     

Where did the reference desk go? Transforming staff and space to meet user needs

ABSTRACT

A sharp decline in the number of reference queries prompted the library administration at Indiana State University to begin a project to combine the circulation, reference, and IT desks to reduce staffing at a new consolidated service point. All faculty and staff in the reference/instruction and circulation units participated in the project. The new arrangement and subsequent removal of librarians from routine desk duties have expanded instructional opportunities, consistent with the university's goals. Project participants plan further assessments to better determine the impacts of the new service arrangements.     

Insourcing library outreach: Engaging technical services in outreach to student organizations

Abstract

In recent years, library outreach has become an increasingly important aspect of public services work. In order to expand capacity and engage patrons, libraries should consider expanding their library outreach programs to include the efforts and expertise of technical services personnel. In this article, librarians from Texas A&M University will share how public services librarians, cataloging experts, and preservation librarians collaborated to provide support for a student-led textbook lending library for student veterans. Through this collaboration, the library was able to develop new outreach opportunities that highlighted technical services expertise as well as lend support to an important campus effort to improve the affordability of college textbooks for veterans.     

X marks the spot: Creating and managing a single service point to improve customer service and maximize resources

ABSTRACT

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed.     

Improving the patron experience: Sterling Memorial Library's single service point

ABSTRACT

This article describes the planning process and implementation of a single service point at Yale University's Sterling Memorial Library. While much recent scholarship on single service points (SSPs) has focused on the virtues or hazards of eliminating reference desks in libraries nationwide, this essay explores the ways in which single service points can improve the patron experience by bringing together circulation, information services, and library privileges. It begins with an overview of the process at Sterling, including the library renovation that enabled our transition. After laying out the planning, training, and implementation phases of the single service point, the essay presents the major issues with which SSPs must contend (staff expertise, integration within the library, and designing a space to suit both staff and patrons) and considers the potential of such service points to improve library services.     

Opportunities for improved patron service with a new integrated library system

Dahlgren Memorial Library, the Graduate Health and Life Sciences Research Library at Georgetown University moved from the Sierra integrated library system (ILS) to Cybertools in July 2016. This article will discuss the reasons for the move and how the system was implemented. The challenges that were faced and the many benefits of using the new ILS will also be discussed.     

When less is more and more is less: The paradoxical metacognitive effects of counterarguing

ABSTRACT

According to the cognitive perspective, the generation of counterarguments is a key obstacle to persuasion. Following the metacognitive view, however, the experience of difficulty that accompanies increased counterarguing may benefit persuasion. These two contrasting predictions were evaluated in two experiments (N₁?=?392; N₂?=?210) by manipulating the instructions of thought-listing tasks following exposure to a testimonial that advocated for Physician-Assisted Suicide. Results for participants low-in-NfC supported the cognitive prediction, whereby generating many counterarguments (7) led to less favorable attitudes toward PAS, whereas fewer counterarguments (2) engendered more positive attitudes. In contrast, among participants high in NfC, increased counterarguing (7) resulted in more favorable attitudes toward PAS, while fewer counterarguments (2) were translated into greater opposition.     

So many students,so little time: Practical student worker training in an academic library

Abstract

Student employees are an invaluable asset to academic libraries. They supplement limited professional staffing, allow for students to engage with their academic community, and give work opportunities to those currently enrolled in school. This article reviews several practical ways to train library student workers that both minimizes hands-on staff time and allows for high customer service and student employee success. Best practices include (a) a student worker training assessment, (b) explicit student worker policies, (c) an annual mandatory training session, (d) online training, (e) a focus on student worker retention, and (f) unique student worker roles.     

Stuck Behind the Curve: How the Academic Law Library Can Help Students Who Struggle in Law School

This article examines how academic law libraries can assist law schools in meeting the needs of students who struggle in law school. This article will describe the types of programs currently available to help struggling students within law schools, including academic support programs, and offer suggestions to improve the delivery of services to this growing population.     

Change management in extremis: A case study

After 40 years under one manager, the Circulation Department at the Richard J. Daley Library was long past due for a change. The challenge of reorganizing included interesting and interrelated aspects: changes to workflows and assignments, moving staff and functions inside the department and across departments, and a deep dive into the culture to which staff had become habituated. Managers eliminated redundancies and increased services, effectiveness, productivity, and joy. This case study is a testament to how successful change happens with patience, respect, and a willingness to be flexible.     

Online work tools: A look at 20 academic libraries technical services Web pages

The 21st century technical services librarian has access to a plethora of electronic and online work tools from which to choose to complete daily tasks. An assessment of the Western Kentucky University Libraries (WKUL) 19 benchmark institutions shows a great disparity of online work tools made available through university libraries technical services departmental Web sites. Four areas (technical services, cataloging, serials, and acquisitions) are discussed. Outcomes indicate that (1) few of these institutions list online work tools and (2) of those that do, there is very little overlap. This paper investigates this phenomenon of inconsistent technical services online work tools.     

拓展省级党校图书馆服务新举措——信息共享空间的利用

文章从信息共享空间的概念及特征入手,阐述了在现代信息环境下,信息共享空间为党校图书馆拓展服务提供了新的机遇及其构建策略。     

Forward view: advancing health library and knowledge services in England

This article is the fourth in a series on New Directions. The National Health Service is under pressure, challenged to meet the needs of an ageing population, whilst striving to improve standards and ensure decision making is underpinned by evidence. Health Education England is steering a new course for NHS library and knowledge services in England to ensure access to knowledge and evidence for all decision makers. Knowledge for Healthcare calls for service transformation, role redesign, greater coordination and collaboration. To meet user expectations, health libraries must achieve sustainable, affordable access to digital content. Traditional tasks will progressively become mechanised. Alongside supporting learners, NHS librarians and knowledge specialists will take a greater role as knowledge brokers, delivering business critical services. They will support the NHS workforce to signpost patients and the public to high‐quality information. There is a need for greater efficiency and effectiveness through greater co‐operation and service mergers. Evaluation of service quality will focus more on outcomes, less on counting. These changes require an agile workforce, fit for the future. There is a bright future in which librarians’ expertise is used to mobilise evidence, manage and share knowledge, support patients, carers and families, optimise technology and social media and provide a keystone for improved patient care and safety.     

Utilizing syllabi to support access services and beyond: A case study

New York University Abu Dhabi (NYUAD) Library receives copies of all course syllabi to provide a number of services to faculty and students related to acquisitions, access, collection development, subject liaison, and library instruction. Access services and acquisitions staff, as well as subject liaison librarians, work together using specific workflows to ensure that subject-relevant materials are selected and purchased on an ongoing basis and access needs are met by course reserves or the learning management system. Additionally, the library works closely with the NYUAD Bookstore, which also receives textbook orders, to ensure that students have access to all required and supplementary materials on the first day of classes.     

Refocusing Reference Services Outside the Library Building: One Library's Experience

In response to changing user needs, the library sought ways to meet new challenges and engage users outside of the building. Librarians were removed from the service desk in order to offer support at locations around campus. The service desk in the library was staffed primarily by paraprofessionals with librarians providing support as needed. Targeted staff training was offered, and different scheduling models were used over a period of time. Restructuring the service desk was a complicated endeavor but provided a number of benefits including expansion of services. Along the way, challenges were met and recognized as learning opportunities.     

An ELITE service model: Creating and implementing a peer-to-peer library tech support team

Academic libraries are providing technical support and assistance to their patrons using models such as the information commons, learning commons, and designated service points. Applying a constructivist, experiential approach, one small liberal arts college created a team of students to provide peer-to-peer tech support in response to an influx of new technology resources and equipment available for checkout. This team has provided much-needed services to the campus and an important professional development opportunity for its members. This experience offers a useful example for implementing in-house technical support in libraries at similar institutions.     

Textbook access and affordability through academic library services: A department develops strategies to meet the needs of students

In the spring of 2015, the University of Minnesota Libraries formed the Content Services department, which is comprised of Interlibrary Loan, Publishing Services, and the Copyright Permissions Service. These three service points, as well as additional Library units, work together with campus partners to save students money on their course materials through a variety of programs and pilot projects. By employing multiple avenues to help faculty and students put affordable content into their existing workflows for providing and accessing required readings, the University of Minnesota Libraries are ensuring that there are many options available that support coursework and ultimately student success.