Revolution at the library service desk.


This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to "on call" status, technical services staff were added to the schedule, and core competencies and procedures were refined.

DOI: 10.1080/02763860802367870

Cite this paper

@article{Murphy2008RevolutionAT, title={Revolution at the library service desk.}, author={Beverly Murphy and Richard A. Peterson and Hattie Vines and Megan A von Isenburg and Elizabeth Berney and Robert James and Marcos Rodr{\'i}guez and Patricia S. Thibodeau}, journal={Medical reference services quarterly}, year={2008}, volume={27 4}, pages={379-93} }