Change is Coming: A Combined Services Area Project

Abstract

Many academic libraries are following the trend of combining reference and access services at a single service location. Here at the Georgia Institute of Technology Library and Information Center, we are working on a Combined Services Area Project to transform current service points into a one-stop-shop area that offers reference, circulation, and technology support services. This article details the processes involved in planning and implementing an integrated services desk, outlines the benefits and challenges discovered in the process, and sets the framework for developing a collaborative service model.

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

“…This focus on service quality as the motivation and goal for the new service model not only helped gain staff trust but also helped in union discussions over position changes. The other factor was the active involvement of public services staff in the process, as several other studies have reported (Flanagan & Horowitz, 2000;Johnson et al, 2011;Troy & Lawson, 2012;Wang & Henson, 2011). Frontline staff were involved as key decision makers in the initial review process and helped create the recommendations.…”

“…Staff involvement in major change projects is key to building trust and buyin, as others have found (Flanagan & Horowitz, 2000;Johnson et al, 2011;Troy & Lawson, 2012;Wang & Henson, 2011). In Laurier's experience, staff were an integral part of the group that developed the recommendations and coordinated the implementation.…”

“…Other libraries who have implemented blended desks agree on the importance of training. Sheffield et al (2013) note that cross-training and collaboration are key components in the transition to a successful new model, and many other blended desk implementation processes undertook cross-training initiatives as a key part of the project (Allegri & Bedard, 2006;Bracke et al, 2008;Bugg & Odom, 2009;Crane & Pavy, 2008;Johnson et al, 2011;Mozenter, Sanders, & Bellamy, 2003;Wang & Henson, 2011).…”

“…A more efficient delivery of a wide variety of services is also noted as a reason for blending service desks (Churchwell, Stark, & Wallace, 2011;Flanagan & Horowitz, 2000;Murphy et al, 2008). Increased demand for virtual reference and increased demands on librarian time for services like library instruction is also widely noted (Bugg & Odom, 2009;Crane & Pavy, 2008;Leuzinger, 2013;Sheffield et al, 2013;Wang & Henson, 2011), as is the need for more efficient staffing due to staff reductions and constrained or decreasing budgets (Bracke, Chinnaswamy, & Kline, 2008;Murphy et al, 2008;Sheffield et al, 2013;Troy & Lawson, 2012).…”

Servicios de referencia en bibliotecas universitarias: tendencias y plan de marketing

“…A veces se han integrado con el servicio de soporte TIC (Wang;Henson, 2011), para aprovechar mejor la experiencia de ambos profesionales, con la consiguiente reducción de costes y ofreciendo un modelo de biblioteca universitaria tipo crai -centro de recursos para el aprendizaje y la investigación- (Attis et al, 2011).…”