Quality Customer Service on a BudgetMary Ann Venner

Head of Access Services

UNT Libraries

Background

Circulati

on

Interlibrary Loan

Access

Services

Access Services DepartmentNovember 2011

Access Services Librarian

Fines Manager

Reserves/ Night

Manager

Stacks

Manager

Student Assistants(10

)

Document

Delivery Manager

Outreach Coordinator

Student Assistant Manager

Student Assistants

(19)

Book Repair

Manager

Office Manager

Interlibrary Loan Supervis

or

Lending Manager

Student Assistants (4)

Borrowing

Manager

Student Assistants (4)

Graduate Library

Assistant

Seized OpportunitiesRestructured the DepartmentExamined ServicesExamined Workflows

Access Services Department StructureApril 2013

Head of Access Services

Circulation Support

Supervisor

Catalog Maintenance

Manager

Document Delivery/Facul

ty Delivery Manager

Holds Manager

Student Assistants (4)

Graduate Library

Assistants (2)

Services Desk Supervisor

Student Assistants

(10)

Reserves Manager

Fines Manager

Stacks Management Supervisor

Student Assistants (9)

Interlibrary Loan

Supervisor

Borrowing Manager

Lending Manager

Graduate Library

Assistant

Student Assistants (8)

BenefitsBetter management of services

and staffIncreased opportunities to assess

services and workflows to improve user satisfaction

Management skills development for staff

Provided more avenues for input

Improved Workflows=Better Customer Service

Streamlined book return processing

Email all noticesUse an i-Pad for stacks searchingCreated Monthly ILL accountsReviewed reasons for cancelling

ILL requestsUse of QR codes on brochures/in

stacks

New and Improved ServicesPay fines by phoneFood for FinesAsk a ShelverFaculty Delivery ServiceExpanded Document Delivery

and ILLLiaison in the Stacks PostersCombined Service Desk

Desks Access Services Staffed November 2011

Access Services

Department

Main Circulation Desk

Fines Desk

Reserves Desk

Front Checkout Desk

ILL Desk (pick

ups and drop offs)

Desks Access Services Now StaffsThe Library Services Desk

Library Services DeskFinesReservesCheckoutILLLibrary CardsGraduate CarrelsReference (added in June 2012)

BenefitsBetter customer service for

patronsAbility for full time staff to work

on projectsCross training-builds skill setOn the job mentoringCost savings on student assistant

expenditures

Cost Savings-Student Assistant Expenditures

Circulation ILL Stacks Management$0.00

$10,000.00

$20,000.00

$30,000.00

$40,000.00

$50,000.00

$60,000.00

$70,000.00

$80,000.00

$90,000.00

$100,000.00

2010/112011/122012/13 (Projected)

Other Areas of Cost Savings40% reduction in printingAttending free webinars

Lessons LearnedCreate an innovative environmentEmbrace changeInvite and welcome feedbackAssess strategies and workflows

each semesterEngage your staff and your

patrons in the processMarket internally and externallyAlways think of your customers

Future servicesOnline holdsEmailing due dates/eliminating

use of receipt printersExpanded use of QR codesMobile apps

Thank You

Mary Ann VennerHead of Access ServicesUniversity of North Texas Librariesmaryann.venner@unt.edu