Merging Library Service Desks: Less is More

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

“…The case studies that exist report similar rationales for change. Some point to the dramatic decline in face-to-face traditional reference transactions as one reason for the shift (Aguilar, Keating, Schadl, & Van Reenen, 2011), along with a shift to less-complex reference questions (Bracke et al, 2007;Crane & Pavy, 2008;Sheffield et al, 2013). 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).…”

“…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).…”

“…2. The "discrete model" of service, which consolidates service points at a single desk while keeping services separate (Sheffield et al, 2013). Typically, circulation functions are handled at one area of the desk and reference questions at another.…”

“…All those who work on the desk are crosstrained to handle core circulation and reference functions. The model is frequently deployed in smaller libraries where staffing complements are limited (Sheffield et al, 2013). One theme that emerges in existing studies is the increasing use of paraprofessionals on the desk.…”

“…These pressures include the decreasing usage of more-traditional services. The numbers of in-person reference questions have been steadily declining, and a higher percentage of those questions are at a low level of complexity (Bracke et al, 2007;Ryan, 2008;Sheffield, Silver, & Todorinova, 2013). Many students, and increasingly faculty, do not differentiate between or understand why the traditional library administrative divisions of Circulation and Reference are separate.…”