Call Us: development of a library Telephone Enquiry Service

Abstract

The authors detail the trial and piloting of a telephone enquiry service (TES) at the Bundoora Campus Library at La Trobe University in order to attempt to resolve the balance between telephone and face-to-face enquiries at the library service desk. Manuscript received March 2006 This is a refereed articleWith each new technology librarians have been able to expand services. With the invention of the electric light bulb, library hours were extended into the night. The telephone allowed librarians to serve patrons remotely. Over time, these innovations created greater demand for service (Barnello, 1996:8).