Change is the new normal: Access Services in a new Public Services paradigm

Abstract

At the University of California, Santa Cruz, Access Services has a reputation for testing new ideas and eagerly embracing change. In 2006 Access Services was the first department within the library to merge public service points, combining Circulation, Interlibrary Loan, and Reserves. The steps taken during this process laid the foundation for future organizational changes and created a strong team approach to delivering public services. In 2009, the management of public service points in the two campus libraries was merged. While we already offered the same services at both desks, merging the management of the desks allowed us to cross-train staff and increase consistency of patron service., , Today, we find ourselves in the midst of yet another organizational change. We have long planned to move into a renovated space, but more recently we began making plans to create a single desk for providing both Access and Research assistance. At the same time, we are implementing a new library organizational structure prompted by budgetary constraints, which forces us to completely reconsider the way we provide public service. Reference Desk statistics have been in decline for some time. Meanwhile our Access Services desks remain as busy as ever. The University Librarian's vision for the future calls for librarians to focus on outreach and rethink the management of our collections in the constantly shifting digital environment. The traditional passive model of the librarian waiting at the desk to be approached by a patron no longer holds true., , In our presentation we will discuss the past, present and future of Access Services as well as our collaborative process for rethinking public service at the UC Santa Cruz Library.