Revolution at the Library Service Desk
Publication
, Journal Article
Murphy, B; Peterson, RA; Vines, H; Isenburg, MV; Berney, E; James, R; Rodriguez, M; Thibodeau, P
Published in: Medical Reference Services Quarterly
September 29, 2008
This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to "on call" status, technical services staff were added to the schedule, and core competencies and procedures were refined.
Duke Scholars
Published In
Medical Reference Services Quarterly
DOI
EISSN
1540-9597
ISSN
0276-3869
Publication Date
September 29, 2008
Volume
27
Issue
4
Start / End Page
379 / 393
Related Subject Headings
- Staff Development
- Program Development
- Professional Competence
- Personnel Staffing and Scheduling
- Organizational Innovation
- Organizational Case Studies
- North Carolina
- Models, Organizational
- Library Services
- Library Science
Citation
APA
Chicago
ICMJE
MLA
NLM
Murphy, B., Peterson, R. A., Vines, H., Isenburg, M. V., Berney, E., James, R., … Thibodeau, P. (2008). Revolution at the Library Service Desk. Medical Reference Services Quarterly, 27(4), 379–393. https://doi.org/10.1080/02763860802367870
Murphy, B., R. A. Peterson, H. Vines, M. V. Isenburg, E. Berney, R. James, M. Rodriguez, and P. Thibodeau. “Revolution at the Library Service Desk.” Medical Reference Services Quarterly 27, no. 4 (September 29, 2008): 379–93. https://doi.org/10.1080/02763860802367870.
Murphy B, Peterson RA, Vines H, Isenburg MV, Berney E, James R, et al. Revolution at the Library Service Desk. Medical Reference Services Quarterly. 2008 Sep 29;27(4):379–93.
Murphy, B., et al. “Revolution at the Library Service Desk.” Medical Reference Services Quarterly, vol. 27, no. 4, Sept. 2008, pp. 379–93. Manual, doi:10.1080/02763860802367870.
Murphy B, Peterson RA, Vines H, Isenburg MV, Berney E, James R, Rodriguez M, Thibodeau P. Revolution at the Library Service Desk. Medical Reference Services Quarterly. 2008 Sep 29;27(4):379–393.
Published In
Medical Reference Services Quarterly
DOI
EISSN
1540-9597
ISSN
0276-3869
Publication Date
September 29, 2008
Volume
27
Issue
4
Start / End Page
379 / 393
Related Subject Headings
- Staff Development
- Program Development
- Professional Competence
- Personnel Staffing and Scheduling
- Organizational Innovation
- Organizational Case Studies
- North Carolina
- Models, Organizational
- Library Services
- Library Science