This chapter considers library staff needs, in concert with internal effort to not only refine user services influencing changes, but also revisit policies, procedures, and workflows to align staff roles and responsibilities. Mason Libraries is one of a few university library systems trying to implement single service points in all libraries.
The author would like to thank Jamie Coniglio, Engagement & Organization Development Officer for George Mason University’s Mason Libraries, without whom this chapter would not exist.
Hannan, H.G. (2016), "Great Expectations: (Re)Design Motivator for Merging Traffic at the Service Desk", The Future of Library Space (Advances in Library Administration and Organization, Vol. 36), Emerald Group Publishing Limited, Bingley, pp. 199-216. https://doi.org/10.1108/S0732-067120160000036009
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