From Issue Desk to Information Desk: the UCD journey

Christine Cullen,

UCD James Joyce Library

www.ucd.ie/library

Background

Original Structure

Staffing Model

Hub Model

Challenges

Strengths

Benefits of change

Future

Agenda

Economic situation

Reduced staffing

New ways of distributing info, e.g. e-tutorials, libguides

Self-Service developments

Background

Issue vs Information Desk

Multi-site Service

Branch Mentality

There were staff shortages in some sites, but no backup

Original Structure

Single Client Services Team

Maximise the use of staff

Move to combined Information & Service Desks

Redistribute staff as needed

Break down silos

A new Staffing Model was needed

Develop Client Services as a single team

2 Hubs JJL & Blackrock

HSL/Vet & Architecture

Realignment of staff

Client Liaison Librarian Team

However…..

Continued staffing changes have resulted in one central Hub

Hub Model- 5 sites, 1 Library

Team Building

Training

Staff changes

Physical space

Challenges

Health Sciences Library

Staff

Highly educated

Commitment

Flexible

Choice of location

Self-Service model

Strengths

Consistency of service

Crisis management

Improved service expectations

Sense of team

Staff availability

Staff Development

Benefits

Customer Relationship Management

Increase of Self Service options

Staff Development

Future

Not quite but we are nearing the end of the journey….

Are we there yet?