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Revolution at the library service desk
Beverly Murphy1, Richard A Peterson, Hattie Vines
1Duke University Medical Center Library, Durham, NC 27710, USA. murph005@mc.duke.edu
Medical Reference Services Quarterly
|December 2, 2008
Summary
A 2002 customer service revolution transformed library services by merging reference and circulation desks. This evolution enhanced staff roles, competencies, and training, improving overall library operations and service delivery.
Area of Science:
- Library and Information Science
- Organizational Studies
Background:
- The integration of library service points began in 2002, prompted by a broader customer service revolution.
- Merging reference and circulation desks created a unified service point, necessitating changes in staff responsibilities and skill sets.
Purpose of the Study:
- To describe the evolution of library services resulting from a customer service revolution.
- To analyze the impact of merging service desks on staff roles, competencies, and training.
- To refine service models based on staffing and work pattern analysis.
Main Methods:
- Implementation of a single service point by merging reference and circulation desks.
- Cross-training of staff members to broaden core competencies.
- Analysis of staffing and work patterns in 2005 to identify areas for improvement.
- Restructuring of staff roles, including 'on call' status for reference librarians and integration of technical services staff.
Main Results:
- Broadened responsibilities and developed core competencies for library staff.
- Successful cross-training initiatives leading to enhanced staff versatility.
- Identification of the need for further model refinement in 2005 to optimize staffing and desk coverage.
- Implementation of revised staffing models, including on-call reference librarians and technical services support.
Conclusions:
- The evolution of library services is directly linked to innovations in customer service provision.
- Merging service points and cross-training staff are effective strategies for enhancing library operations.
- Continuous analysis and adaptation of staffing models are crucial for efficient library service delivery.
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