1. SUNY Geneseo/Milne Library
Single Service Desk Model
Justina Elmore
Tom Ottaviano
Michelle Costello

2. • Student work study hours
• Reference Librarian’s time
• Extended Ref Q’s
• Expand Research Consultations
• More time for Library Instruction
• Lit Review & Librarian’s face time

3. Why training?
•To address concerns expressed by both the
circulation staff and the reference librarians
•To ensure a continuation of quality reference
service

4. Three 1 ½ to 2 hour
training sessions that
focused on Reference
triage.
Service Desk Expectations &
Basic Library Services
Citations & Databases
Reference Interviews

5. Six hour training day
•Circulation Duties
•Reference Triage
•Tech Help Training
Student Supervisor Training
•One-on-one with staff
•Advanced training
New students
One-on-one with staff
Work with student mentor

9. Floor Plan
Main Entrance
Service Points

10. The old circulation desk
Service Points
#1
#2
#3 #4 #5

13. Reference Desk and Offices
Reference Desk

15. Move the service points closer together
Move Reference closer to the Service
Desk
Allow Circulation Staff time and space
away from the Service Desk
Clean up and Expand IDS and Reserves
Pick-up
Keep Electronics nearby and accessible
for quick charging and check out

19. Close proximity to the Service Desk
Location conducive and welcoming to
extended Reference Questions (and not
stapler/directional questions)
Clear and open path for referrals from the
Service Desk
Stations for one-on-one consultations and
group consultations.
White boards for brainstorming and note-
taking