Splitting Up Circulation - Maximizing the customer and employee satisfaction

Abstract

Over the past three years, the Florida State University Libraries have undergone several reorganizations. One reorganization consisted of combining the Access Services Department with the Undergraduate Services and Programs Department. This reorganization transformed the way in which the Strozier Library (FSU's largest library on campus) functioned on a fundamental level. Through the reorganization, the Collection Access Department was created to handle all behind the scenes circulation activities, and the Undergraduate Services Department's Circulation Unit was created to handle all outgoing circulation activities. , , This presentation will demonstrate the successes and challenges faced by this new model. It will also demonstrate key impacts on customer service, improvements in employee morale and focus, the impact on the relationships with our patrons, and how to institute such a transformation in other large scale libraries.