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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
