Frontline Service ProvisionGlucksman Library
University of Limerick
MU Innovation Day Oct 8th 2015
Merging of the Information&
Circulation Functions
Reorganisation and centralisation of all desk services began in 2008
Desk staff participated in an extensive training
programme
Reduced the number of staffed service points
From Floor 1 to a temporary home on the Ground Floor . . .
Single Service Desk
. . . to a purpose built area with circulation and information functions merged
Organisation of Work Load at Desk
Mobile Staff Giving demos / assisting and
encouraging users with Self Service Machines etc.
Desk Staff – in person queries Handling information queries Handling procedural queries Record statistics
Admin Staff Ask Us Tell Us, emails etc. Visitors wishing to consult the
library’s collections Fee based membership for
external users
Referrals – Faculty Librarian
Consultation Desk:A librarian on duty or a specialist librarian can be called upon to deal with complex and specialist queries. The librarian will meet with the student or researcher at the consultation area
LOD Mobile Phone:Desk staff can contact the LOD (Librarian on Duty) without reference to timetables. Each desk phone has a button marked librarian which calls the mobile number
Business Cards:Business cards available at desk to give to student or researcher to make appointment with their Faculty Librarian
Library Material in High Demand
Self Service Short Loan Material
Self Service Reservation Awaiting Collection
Intensive Care Material ( Short Loan material likely to go missing)
Supporting First Year Students
A new post ‘Student Engagement & Success’ Librarian was created in 2015
First Seven Weeks – Library Peer Advisors
Drop in sessions for assignment support
‘’’ h1e Library Online24/7 Online Library
LibGuides – for every subject
Self-Service Machinesavailable during and after Service Hours
Borrow, renew, check library account, pay fines by cash / credit card
Returns
Automated Book Sorter
Library items returned to shelf in shorter time frame
New library items receipted, paid and put in stock
Highlights any problem with item record that needs correction
Reserved items trapped
Continuous Development for Desk Staff
Customer-Facing Services Group (CFSG) set up to look at support and training needed for desk staff
Late 2014 staff survey carried out by CFSG to gather information on training needsThe survey was sent to Library Assistants and Librarians as it concerned requirements for those working at the Information Desk. Responses were anonymous
Following on from staff survey, a schedule of training sessions was set up. The sessions were design to be drop in, informal, Q&A type discussion for all who work at the desk
Up to date Desk Print Manual / also available on Library SharePoint site
Looking forward to 2016 and beyond Extension of University of Limerick Glucksman Library
Double the current Library space adding 800 extra study spaces
Provide specialist facilities for digital services
Provide dedicated spaces for faculty and researchers
Partner with other support services i.e. ITD, Writing Centre, Teaching and Learning
Thank you for Listening
Questions ?
Helen EnrightSenior Library Assistant, Reader Services