it’s not about a desk joe jaros, chris foster, martha bedard texas a&m university medical...
TRANSCRIPT
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It’s Not About A Desk
Joe Jaros, Chris Foster, Martha Bedard
Texas A&M University
Medical Sciences Library
MLA 2004
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Removing/Replacing the Reference Librarian at the Reference DeskX
Creating a Single Service Point
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Setting
3 Service Points Circulation Reference Document Delivery
Circulation staffed primarily by students Document Delivery office only open 8-5
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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
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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
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Implementation Process
Train Staff
AnalyzeCurrent Situation
Change Organization
Renovate Physical Space
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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
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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
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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
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ProcessStep 4: Renovate Physical Space
Interim service desk Planning done by service point staff Completed 2 years after organizational
change
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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
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Impact
Area design incorporates technology and patterns of use
New furniture and arrangement perceived as reward by staff
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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)
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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
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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
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