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From Issue Desk to Information Desk: The UCD Journey

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Presentation given by Christine Cullen, Senior Library Assistant, Client Services, UCD Library, to "Innovation Day at Maynooth University: New Spaces and New Models for Frontline Services" (ANLTC) on October 8th, 2015, Maynooth University, Maynooth Ireland.

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From Issue Desk to Information Desk: The UCD Journey

  1. 1. From Issue Desk to Information Desk: the UCD journey Christine Cullen, UCD James Joyce Library www.ucd.ie/library
  2. 2.  Background  Original Structure  Staffing Model  Hub Model  Challenges  Strengths  Benefits of change  Future Agenda
  3. 3.  Economic situation  Reduced staffing  New ways of distributing info, e.g. e-tutorials, libguides  Self-Service developments Background
  4. 4.  Issue vs Information Desk  Multi-site Service  Branch Mentality  There were staff shortages in some sites, but no backup Original Structure
  5. 5.  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
  6. 6.  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
  7. 7.  Team Building  Training  Staff changes  Physical space Challenges Health Sciences Library
  8. 8.  Staff  Highly educated  Commitment  Flexible  Choice of location  Self-Service model Strengths
  9. 9.  Consistency of service  Crisis management  Improved service expectations  Sense of team  Staff availability  Staff Development Benefits
  10. 10.  Customer Relationship Management  Increase of Self Service options  Staff Development Future
  11. 11. Not quite but we are nearing the end of the journey…. Are we there yet?

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