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Book part
Publication date: 15 December 2016

Heather Groves Hannan

Merging library traffic from dispersed service points into a combined services desk is not new, and many reasons prompt this move. George Mason University, Virginia’s…

Abstract

Purpose

Merging library traffic from dispersed service points into a combined services desk is not new, and many reasons prompt this move. George Mason University, Virginia’s largest public research institution, combined a total of 10 service desks located in four libraries on three distributed campuses. To consolidate services and reduce costs, the Mason Libraries established a “one-stop” service point in each library. With the goal of “one-stop” service point in each facility, the Mason Libraries recrafted physical spaces, reviewed policies, procedures, and workflows as well as revised staff roles and responsibilities.

Methodology/approach

This chapter explores why institutions embark on redesigning the traditional library service desk; discusses how changing service needs impact desk space; and addresses the effect on public services personnel. Observations are based on highlights from the evolution of George Mason University Libraries’ goal of a “one-stop” service point in each library to provide more efficient and consistent user-focused interactions and services.

Findings

As a manager of one of the facilities, the author provides insights on achieving a “one-stop” service point.

Originality/value

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.

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Book part
Publication date: 15 December 2016

Abstract

Details

The Future of Library Space
Type: Book
ISBN: 978-1-78635-270-5

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Abstract

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The Bottom Line, vol. 14 no. 2
Type: Research Article
ISSN: 0888-045X

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Book part
Publication date: 24 November 2015

Abstract

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Library Staffing for the Future
Type: Book
ISBN: 978-1-78560-499-7

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Book part
Publication date: 8 August 2017

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Emotion in the Library Workplace
Type: Book
ISBN: 978-1-78743-083-9

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Book part
Publication date: 8 December 2016

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Innovation in Libraries and Information Services
Type: Book
ISBN: 978-1-78560-730-1

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Book part
Publication date: 1 June 2018

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Project Management in the Library Workplace
Type: Book
ISBN: 978-1-78754-837-4

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Book part
Publication date: 15 December 2016

Abstract

Details

The Future of Library Space
Type: Book
ISBN: 978-1-78635-270-5

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