Revolution at the Library Service Desk

ABSTRACT

This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to “on call” status, technical services staff were added to the schedule, and core competencies and procedures were refined.

KEYWORDS:

• Circulation
• customer service
• public services
• reference
• single service desk

Additional information

Notes on contributors

Beverly Murphy

Beverly Murphy, AHIP ([email protected]) is Assistant Director, Marketing and Publications;

Richard A. Peterson

Richard A. Peterson, AHIP ([email protected]) is Deputy Director;

Hattie Vines

Hattie Vines, AHIP ([email protected]) is Information and Education Services Librarian;

Megan von Isenburg

Megan von Isenburg ([email protected]) is Associate Director of Public Services – Information Services at Duke University Medical Center Library, Box 3702, Durham, NC 27710.

Elizabeth Berney

Elizabeth Berney ([email protected]) is Library Service Desk Manager at Duke University Medical Center Library, Box 3702, Durham, NC 27710.

Robert James

Robert James ([email protected]) is Associate Director, Access Services at Duke University Medical Center Library, Box 3702, Durham, NC 27710.

Marcos Rodriguez

Marcos Rodriguez ([email protected]) is Information Services Specialist, Information Technology Services at Duke University Medical Center Library, Box 3702, Durham, NC 27710.

Patricia Thibodeau

Patricia Thibodeau, AHIP ([email protected]) is Associate Dean of Library Services & Archives at Duke University Medical Center Library, Box 3702, Durham, NC 27710.