Refocusing reference services outside the library building: one library's experience.
In response to changing user needs, the library sought ways to meet new challenges and engage users outside of the building. Librarians were removed from the service desk in order to offer support at locations around campus. The service desk in the library was staffed primarily by paraprofessionals with librarians providing support as needed. Targeted staff training was offered, and different scheduling models were used over a period of time. Restructuring the service desk was a complicated endeavor but provided a number of benefits including expansion of services. Along the way, challenges were met and recognized as learning opportunities.
Lubker
Irene M
IM
Tompkins McCaw Library for the Health Sciences, Virginia Commonwealth University, PO Box 980582, 509 North 12th Street, Richmond, VA 23298, USA. imlubker@vcu.edu
Henderson
Margaret E
ME
Canevari
Catharine S
CS
Wright
Barbara A
BA
D022126:Access to Information; D003258:Consumer Behavior; D017598:Efficiency, Organizational; D006801:Humans; D007993:Libraries, Medical / Q000458:organization & administration*; D007999:Library Services / Q000458:organization & administration*; D013192:Staff Development / Q000458:organization & administration