Post on 08-Jan-2017
From Issue Desk to Information Desk: the UCD journey
Christine Cullen,
UCD James Joyce Library
www.ucd.ie/library
Background
Original Structure
Staffing Model
Hub Model
Challenges
Strengths
Benefits of change
Future
Agenda
Economic situation
Reduced staffing
New ways of distributing info, e.g. e-tutorials, libguides
Self-Service developments
Background
Issue vs Information Desk
Multi-site Service
Branch Mentality
There were staff shortages in some sites, but no backup
Original Structure
Single Client Services Team
Maximise the use of staff
Move to combined Information & Service Desks
Redistribute staff as needed
Break down silos
A new Staffing Model was needed
Develop Client Services as a single team
2 Hubs JJL & Blackrock
HSL/Vet & Architecture
Realignment of staff
Client Liaison Librarian Team
However…..
Continued staffing changes have resulted in one central Hub
Hub Model- 5 sites, 1 Library
Team Building
Training
Staff changes
Physical space
Challenges
Health Sciences Library
Staff
Highly educated
Commitment
Flexible
Choice of location
Self-Service model
Strengths
Consistency of service
Crisis management
Improved service expectations
Sense of team
Staff availability
Staff Development
Benefits
Customer Relationship Management
Increase of Self Service options
Staff Development
Future
Not quite but we are nearing the end of the journey….
Are we there yet?