Ask Us: A Single Service Point Success Story

Abstract

In early 2014, the North Carolina State University Libraries charged a team to plan a single service point combining circulation, reference, and technology support that could be achieved in time for fall semester, without lengthy or expensive renovations, in a forty-year-old building. The cross-departmental team included librarians and support staff. The Ask Us Center opened on schedule, and provides a measurably improved user experience alongside expanded roles and responsibilities for Access Services staff., , The presentation outlines the space and staffing changes at the new Ask Us Center, details on changes to staff roles and structures, and a discussion of training for frontline student staff. It will explain how the Ask Us service model retains staff experts front and center and works in partnership with an existing chat reference service. It will also reflect on what works, what we've already changed, and what challenges remain based on observation and data.,