the development of a combined service desk in hayden library jennifer harter science library, mit...
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The Development of a Combined Service Desk in Hayden Library
Jennifer HarterScience Library, MIT Libraries
Columbia Reference SymposiumMarch 10, 2006
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The MIT Libraries
Architecture
Engineering Management
Science Humanities
Hayden Library
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MIT Libraries’ New Reference Vision
• Single service desk in each unit• Tiered information service • “Just-in-time” rather than “just-in-case” staffing• Improved patron self-sufficiency• Core competencies for desk staff
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Hayden Library
Hayden Circulation8 AM – midnight
Humanities Reference10 AM – 5 PM
Science Reference10 AM – 5 PM
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Development of the Combined Desk: Service Desk Renovation
• Science reference desk and circulation desk closer together
• Course reserves integrated with circulation
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Development of the Combined Desk: Service Desk Renovation
• Increased interaction between circulation and science reference staff
• Humanities reference desk still on second floor
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Development of the Combined Desk: Combined Reference Desk
• Science reference desk became Hayden reference desk
• Circulation and reserves desks the same• Mornings: One reference person on desk, one
(from other library) on call• Afternoons: Humanities and Science Reference
staff work together at desk • Increased interaction between staff
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Development of the Combined Desk: Combined Service Desk Plan
• Team of circulation and reference staff• Mornings: Two circulation staff on desk, librarian
on call (either library)• Afternoons: Three staff on desk, one on call
(combination of two circulation staff and reference staff from both libraries)
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Where are we now?
YH A D E N D E S K
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Where are we now? – The Team
• 18 member team• Balance of expertise at desk
– 9 (all) circulation staff– 9 other staff: librarians, processing, technical
• Shared sense of mission• Leadership triumvirate
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Where are we now? – The Desk
• Single service area, three desks in a row• Interchangeable workspaces
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Where are we now? – Training
• One-on-one training• Staff meetings• On-the-job training: Combination of staff at desk
creates learning opportunities for all team staff• System-wide customer service training
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Where are we now? – Service
• “One stop shopping” for patrons• Solid base of knowledge at desk• Richer help to patrons at all hours of day• More opportunity to interact with patrons • Circulation transactions teaching moments• Multiple referral avenues
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Possible Next Steps
• The Team– Full year terms– Additional staff expertise– Shared values
• The Desk– Better signs– Additional renovation
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Possible Next Steps
• Training– Systematic skills training 100+ core competencies– Basic subject cross-training– Documentation to supplement training
• Service– Develop more off-desk reference: email, chat, IM– Expand bookpage service– Open reserves stacks
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Reference Initiatives
• Reference Vision Report– http://macfadden.mit.edu/refcomm/RefVision/docume
nts/refvision_psmg.pdf
• Implementation Plan for a New Service Model– http://macfadden.mit.edu/delta/Delta_Plan_June_17_
2004.pdf
• 100+ Core Competencies– http://macfadden.mit.edu/delta/categories.pdf
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100+ Core Competencies
http://macfadden.mit.edu/delta/categories.pdf