It’s Not About A Desk

Joe Jaros, Chris Foster, Martha Bedard

Texas A&M University

Medical Sciences Library

MLA 2004

Removing/Replacing the Reference Librarian at the Reference DeskX

Creating a Single Service Point

Setting

3 Service Points Circulation Reference Document Delivery

Circulation staffed primarily by students Document Delivery office only open 8-5

Associated Problems

Confusion about where to go for help Student workers answer reference questions Overdependence on student workers After-hours confusion about Document

Delivery services and processes

Creating a Single Service Point

ProsEasier for clients

Streamline processesEliminate staffing

duplicationEliminate student

staffing

ConsNeed to cross train

staffDemands of ILS vs

desk staffingNight-time staffingWorkflow issues

Physical arrangement

Implementation Process

Train Staff

AnalyzeCurrent Situation

Change Organization

Renovate Physical Space

ProcessStep 1: Analyze Current Situation

Complexity of Circulation, Reference, Document Delivery services

Fear of change Need for top-level decision Need for middle management leadership Impact of technology and constant change

ProcessStep 2: Change Organization

Move associated departments into Public Services

Create Client Services Manager position to train and supervise single service point staff

Develop student worker pool

ProcessStep 3: Train Staff

Cross training Staff train each other

ILL – had less previous public contact

ILLIAD implementation affect on workflow Shared server More stress

ProcessStep 4: Renovate Physical Space

Interim service desk Planning done by service point staff Completed 2 years after organizational

change

Impact

Heightened staff visibility “One stop shopping” One less department (Access Services) New roles for staff Change in relationships to other units Changes in forms, procedure guidelines,

manuals

Impact

Area design incorporates technology and patterns of use

New furniture and arrangement perceived as reward by staff

Impact

Public Service Point(s) Staffing (M-F) Before

1.2 FTE librarian – Information Desk 1.2 FTE paraprofessionals + .5+ Student - Circulation 1 FTE paraprofessional – Document Delivery

After 2 FTE paraprofessionals – Client Services Desk

Reference Questions: 2002/03: 5,030 (404 or 8% referred to librarians)

Impact

Model transferred to main university library Consolidating 3 services Single service point

Reserves Microtext Current Periodicals

Consolidating two services First Contact Circulation Basic directional and service information

Can work in a larger environment

Advice

It’s not about a desk, it is about people, team building, vision, and service

Administrator must initiate and support change Organization has to change first Evolutionary process – take opportunities when they arise

(vacancies) Involve everyone affected, every step of the way Implementation team makes it work – not department head,

director, or dean Better team = better service Communication is key