A case study: the evolution of a "facilitator model" liaison program in an academic medical library

What type of liaison program would best utilize both librarians and other library staff to effectively promote library services and resources to campus departments?

The case is an academic medical center library serving a large, diverse campus.

The library implemented a "facilitator model" program to provide personalized service to targeted clients that allowed for maximum staff participation with limited subject familiarity. To determine success, details of liaison-contact interactions and results of liaison and department surveys were reviewed.

Liaisons successfully recorded 595 interactions during the program's first 10 months of existence. A significant majority of departmental contact persons (82.5%) indicated they were aware of the liaison program, and 75% indicated they preferred email communication.

The "facilitator model" provides a well-defined structure for assigning liaisons to departments or groups; however, training is essential to ensure that liaisons are able to communicate effectively with their clients.