How Less is Truly More: Merging Library Support Services

• Type of Material: Presentation
• Authors: Kendra Skellen, Emory University; Alex Kyrychenko, Emory University
• Language: English
• Date: 2015-10-08
• Publisher: Emory University Libraries
• Copyright Statement: This is a set of slides, I'm not sure what the copyright would be
• Keywords: technical support; Access services; user services; merged desk

Abstract

In the summer 2010, to provide a “one stop shop” service point to Woodruff Library patrons, the circulation, reference, and Learning Commons (LC) desks merged into unified Library Service Desk (LSD) under Access Services. Last year, due to organizational changes in the library and IT and anticipated support needs of new LC spaces and technologies, Student Digital Life team opened a separate LC Technical Support desk. The lessons of the year of the two desks, funding considerations, and the persistent goal to streamline the experience of our patrons resulted in transitioning the functions of the LC desk to LSD, thus evolving it to new organizational and operational levels. In this presentation, we will discuss the process and methods applied in this transition. Questions we hope to answer include: What difficulties did we face when combining these two services? What are the benefits and disadvantages? Who is responsible for daily operations of the desk? How do we avoid having student staff feel like they report to numerous supervisors?