The Development of a Combined Service Desk in Hayden Library

1. The Development of a Combined Service Desk in Hayden Library Jennifer HarterScience Library, MIT Libraries Columbia Reference SymposiumMarch 10, 2006

2. The MIT Libraries Architecture Engineering Management Hayden Library Humanities Science

3. 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

4. Hayden Library Humanities Reference10 AM – 5 PM Science Reference10 AM – 5 PM Hayden Circulation8 AM – midnight

5. Development of the Combined Desk: Service Desk Renovation • Science reference desk and circulation desk closer together • Course reserves integrated with circulation

6. Development of the Combined Desk: Service Desk Renovation • Increased interaction between circulation and science reference staff • Humanities reference desk still on second floor

7. 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

8. 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)

9. H A D E S Where are we now? Y D E N K

10. 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

11. Where are we now? – The Desk • Single service area, three desks in a row • Interchangeable workspaces

12. 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

13. 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

14. Possible Next Steps • The Team • Full year terms • Additional staff expertise • Shared values • The Desk • Better signs • Additional renovation

15. 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

16. Thank you! Questions? Contact Jennifer Harter at jedelman@mit.edu

18. 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

19. 100+ Core Competencies http://macfadden.mit.edu/delta/categories.pdf