Integrated or Interconnected? When a Single Service Point Isn't Enough

Abstract

Academic libraries have been gravitating toward a single service point model over the last decade. Libraries making this transition have touted the efficiencies that are possible by merging desks and the reduction in user confusion over the different functions performed at specialized service points. While these are worthwhile benefits, there may be consequences for reducing the number of locations that users can find and interact with library staff., , In Spring 2019, the library's Access and Public Services Department launched a new service point on our second floor, including a roving component and digital connection to our main service point. Using a data-informed, collaboratively developed, iterative process, we have quickly realized noticeable benefits to our users. This presentation will detail our process, our service model, and an analysis of the data we have collected, providing a model for implementing a similar service point at your library.,