Eliminating the Physical Reference Desk: One Year Later

ELIMINATING THE REFERENCE DESK:ONE YEAR LATER

Sharon HoldermanCoordinator of Public Services

Tennessee Technological University

PREVIOUS STATUS desk location

staffing

hours

stats

PREVIOUS PROBLEMS chained librarians empty desk syndrome limited hours wasted time perception of librarians decreasing stats substitution nightmare comp time meaningless stats

FINDING A SOLUTION worked with librarians

no solutions

reference triage

the pager

HOW IT WORKS front desk for everything

answer if possible

push the paging button

help to the rescue!

NEW STATUS desk location desk location

staffing

hours

stats

NEW BENEFITS mobility of librarians no empty desk syndrome expanded hours recognizing circulation staff student workers more engaged easier scheduling larger staff for substitutions better statistics

WHAT WE’VE LEARNED who’s on board? moving desk was KEY stats went down pushing the button is hard patrons have no clue chat reference / reference email circulation plays a huge role

OVERALL success

time will tell

pager system will continue

feedback

QUESTIONS?

sholderman@tntech.edu