• Publications
  • Influence
Exploring new service models: Can consolidating public service points improve response to customer needs?
Abstract This article describes an experimental “integrated service point” that combines the desks and staff who perform reference and circulation at one of M.I.T.’s five main libraries. TheExpand
The Viability of Live Online Reference: An Assessment
An assessment of the real-time online reference service Ask Us!—Live, which was suspended due to ongoing software problems in September 2001, is described. Expand
Envisioning Reference at MIT
How library staff worked together to envision a future of reference at MIT that would incorporate the values of reference, needs of the users, and infrastructure of the Libraries is described. Expand
Patron for a Day (PFAD): A Space Assessment
INGREDIENTS • Staff volunteers • Tests • Physical library spaces and equipment • Whatever extras may be needed for volunteers to perform tests (copy cards, note/picture taking device, etc.)Expand
Focusing on the User for Improved Service Quality
SUMMARY With the recent explosion of the World Wide Web, people now have many options when seeking information. They are much less likely to look first to the wealth of resources and services thatExpand