Integrated Service Desks QULOC Seminar 7 May 2004

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Planning for an Integrated Service Desk at
Southern Cross University Des Stewart
Library Services Manager

• Integrated Service Desks QULOC Seminar 7 May
  2004

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Agenda
Agenda
Background
Project Planning
The Integrated Model
Planning Considerations
Current Project Status Questions
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In the beginning

• Library Strategic Plan - Review of services by
  Alex Byrne 2001
• Staff feedback concerns
• difficulty balancing service roles including desk
  services
• liaison with clients
• issues with answering phone and face-to-face
  enquiries
• visibility of Lending Services staff
• Recommendation
• Create a single client service point at the
  Lismore campus to bring together both on and off
  campus client service delivery and assistance,
  improving both efficiency and effectiveness.

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Pre-integration arrangements

• Two desks
• Reference Services 2 Reference Librarians
• Circulation Library Technicians

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Reference Services Desk
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Circulation Desk (night shift)
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Circulation Desk (day shift)
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Objectives

• Integrate the Reference Circulation services
  desks
• Opportunity for staff to shape their roles and
  work environment
• Reference Librarians
• Develop new enhanced roles focussing on virtual
  services, teaching, maximising e-resources
  greater involvement with research activities
• Library Technicians
• Job enrichment variety including OPAC
  instruction, ready reference database use
• Clients
• A single point of enquiry
• Better utilisation of prime real estate

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Brainstorming session any issues?

• physical layout
• desk design
• user friendly desk - accessibility,
  functionality, lending area design
• AV equipment
• reserve room location
• demarcation/who does what?
• other models/what happens at other single-service
  points
• temporary decline in service
• liaison with schools/online services team
• contact with off-campus and off-shore clients
• perceptions of service
• telephones
• IT/power/systems infrastructure
• Collection Services role in new area
• opportunity for teams eg subject areas-how?
• responsibilities
• recognition of peoples skills
• location of Document Delivery service
• etc etc

• job security
• delegations/policies/procedures
• work flows
• clients needs
• OHS issues
• training implications
• one referral point physical and phone
• equipment location
• potential physical limitations
• service area caters for all clients,
• client privileges/services
• privacy/screens/reference interviews
• queuing/bollards
• security
• access to other SCU systems
• ex libris Aleph
• training clients
• pick up holds
• self-chargers

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Sub-Project Teams
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Training Sub-Project Team

• Training for Library Technicians
• Reference desk tasks
• Training for Librarians
• Circulation desk tasks
• Telephone system
• Including back-of-house staff

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Enquiry Desk Sub-Project Team

• Desk design
• User-friendly
• Accessibility
• Functionality
• Equipment location
• Height/length
• Queuing
• Bollards
• Signage
• Self-service
• D-I-Y loans
• Via catalogue

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Workflows Project Team

• Identified tasks by functional area
• Reference Services
• Lending Services
• Document Supply/ILL
• Offcampus Services
• Shelving
• Reserve Room
• Identified tasks that
• could be done by either Librarian or Library
  Technician
• clients could do themselves currently
• clients may be able to do in the future utilising
  various technologies
• could be done away from the service desk(s) areas

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The Model

• Eliminate the Reference Desk
• Convert old Reference area to client space
• Co-location of all front-of-house staff to new
  area downstairs
• Relocation of some services away from front desk
• Two Library Technicians on enquiry desk
• One Reference Librarian on duty
• All Library staff rostered on desk
• Duties within existing HEW levels
• No phones on service point during 9am 5pm
• Maximise self-service opportunities
• The integrated client service area is an ongoing,
  flexible and continuous improvement process

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Project Management Approach

• Project definition
• Objectives
• Scope
• Outputs
• Scheduling
• Communication strategy
• Risks
• Costs
• Implementation etc. etc.

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Change Management

• Resistance to change
• Uncertainty
• Personal loss
• Long term employees
• Dealing with resistance
• Communication
• Collaborative consultative process
• Support training
• Trust and credibility
• Organisational culture

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Space Invaders

• Project stalls
• Co-location of staff to new space critical
• Morale issues

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Keeping the dream alive

• Training continues
• Most staff working on both desks
• Telephone system project revived
• Future?

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• Questions?