I Got New Rules, I Count 'Em

Abstract

[Institution Name here] integrated service desk provides a single point-of-service for circulation, reference, and student tech support. Ten librarians, six library staff, four adjuncts, and twelve student assistants share responsibility for staffing the desk. As head of public services, my challenge is to ensure staff (including those I do not supervise) are trained to a level of confidence that allows them to expertly serve students, faculty, and staff. My philosophy for managing staff at the service desk: Involvement, where decision-making is collaborative based on shared values; Empowerment, where staff can independently determine how to best meet student needs; and Access, where all staff can interact with our patrons and desk time is shared to avoid burnout. This poster will cover practical applications of these principles, including a survey of staff to assess their learning styles; in-person training sessions; and development of an online guide and print manual to supplement learning. , ,