Opportunities and Efficiencies in Building a New Service Desk Model

ABSTRACT

In July 2015, the Health Sciences and Human Services Library (HS/HSL) at the University of Maryland, Baltimore (UMB), merged its reference and circulation services, creating the Information Services Department and Information Services Desk. Designing the Information Services Desk with a team approach allowed for the re-examination of the HS/HSL’s service model from the ground up. With the creation of a single service point, the HS/HSL was able to create efficiencies, improve the user experience by eliminating handoffs, create a collaborative team environment, and engage information services staff in a variety of new projects.

KEYWORDS:

• Reference service
• reorganization
• service desks

Additional information

Notes on contributors

Alexa Mayo

Alexa Mayo, MLS, AHIP ([email protected]) is Associate Director for Services, Health Sciences and Human Services Library, 601 West Lombard Street, University of Maryland, Baltimore, MD 21201.

Everly Brown

Everly Brown, MLIS ([email protected]) is Head of Information Services, Health Sciences and Human Services Library, 601 West Lombard Street, University of Maryland, Baltimore, MD 21201.

Ryan Harris

Ryan Harris, MLIS, AHIP ([email protected]) is Reference Services Manager/Research and Education Librarian, Health Sciences and Human Services Library, 601 West Lombard Street, University of Maryland, Baltimore, MD 21201.