Access Services - It is All about PEOPLE!

Abstract

Access Services are people services. They are for the people, by the people and all about people. This presentation discusses one of the trends in library services that PEOPLE are the priority on top of everything else we do. PEOPLE skills and PEOPLE FIRST approaches are the most critical for any successful services, satisfaction, growth, experience and management. It is observed from PEOPLE's standpoint in various services such as customer service, circulation, interlibrary loans, reserve/e-reserves, collaboration, marketing, technology, security, space management, stacks maintenance, student workers management, operation and workflow, current technology, supervision, and staff training, etc. Access services play an important role in the whole range of academic library services. To better understand and satisfy our patrons, we need to build good relationship with faculty on campus, explore students' needs, collaborate with other personnel such as IT, and contribute to consortium and networks. The role of the access services librarian is not only to provide services, circulate books or collect statistics, but also to empower the staff, inspire and motivate them to provide good quality services, and create PEOPLE oriented working environment and worker friendly atmosphere. Here, PEOPLE that we are going to discuss refers to the library staff and student employees, students, faculty, community members, and all stakeholders. Access Services are PEOPLE services. It is a PEOPLE business. Given the fast developing technologies that this area needs to adopt, human factors need more attention. Over the years, it has been proved over and over again that user centered approaches are essential and all parties involved play a key role in providing this one of the most critical services of the library.