Redefining Public Services in Academic Libraries

Abstract

User services are often seen as the public-facing work of a library. Yet, all aspects of a library are to provide service to users, including the back-of-the-house work of technical services or collections departments. When done with a user focus this behind-the-scenes work, while often imperceptible, should be considered a public service. Doing so allows back-of-the-house library staff to view their work more holistically and enables deeper collaboration across teams. By creating a service model where all aspects of the library serve the user, libraries can provide a strong user experience.

Keywords:

• Academic libraries
• collections
• public services
• service model
• systems
• user services

Notes

1 Online Dictionary for Library and Information Science by Joan M. Reitz, accessed online at: https://products.abc-clio.com/ODLIS/odlis_about

2 SaD has the following functional areas: electronic resource management, acquisitions, cataloging, systems support and maintenance, and website support. CaDS has the following functional areas: collection development and management, special collections and university archives, and scholarly communications.

3 The service support priorities are articulated in the GVSU Libraries’ Digital Strategic Framework. https://scholarworks.gvsu.edu/cgi/viewcontent.cgi?article=1023&context=library_reports

4 Webpage about the library service platform (LSP) migration: https://www.gvsu.edu/library/library-services-platform-migration-100.htm

5 GVSU Libraries collection development policy: https://www.gvsu.edu/library/collection-development-policy-106.htm

6 PDA and DDA programs are one and the same, varying in name based on the provider’s identification of their particular program.