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The Development of a Combined Service Desk in Hayden Library. Jennifer Harter Science Library, MIT Libraries. Columbia Reference Symposium March 10, 2006. The MIT Libraries. Architecture. Engineering. Management. Hayden Library. Humanities. Science. MIT Libraries’ New Reference Vision.

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the development of a combined service desk in hayden library

The Development of a Combined Service Desk in Hayden Library

Jennifer HarterScience Library, MIT Libraries

Columbia Reference SymposiumMarch 10, 2006

the mit libraries
The MIT Libraries

Architecture

Engineering

Management

Hayden Library

Humanities

Science

mit libraries new reference vision
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
hayden library
Hayden Library

Humanities Reference10 AM – 5 PM

Science Reference10 AM – 5 PM

Hayden Circulation8 AM – midnight

development of the combined desk service desk renovation
Development of the Combined Desk: Service Desk Renovation
  • Science reference desk and circulation desk closer together
  • Course reserves integrated with circulation
development of the combined desk service desk renovation6
Development of the Combined Desk: Service Desk Renovation
  • Increased interaction between circulation and science reference staff
  • Humanities reference desk still on second floor
development of the combined desk combined reference desk
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
development of the combined desk combined service desk plan
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)
where are we now the team
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
where are we now the desk
Where are we now? – The Desk
  • Single service area, three desks in a row
  • Interchangeable workspaces
where are we now training
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
where are we now service
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
possible next steps
Possible Next Steps
  • The Team
    • Full year terms
    • Additional staff expertise
    • Shared values
  • The Desk
    • Better signs
    • Additional renovation
possible next steps15
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
thank you
Thank you!

Questions?

Contact Jennifer Harter at

[email protected]

reference initiatives
Reference Initiatives
  • Reference Vision Report
    • http://macfadden.mit.edu/refcomm/RefVision/documents/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
100 core competencies
100+ Core Competencies

http://macfadden.mit.edu/delta/categories.pdf

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