FUSION: Melding Reference And Access Services Into A Single User Service Point In An Academic Health Sciences Library

Abstract

Objective: Analysis of the effectiveness in creating a synergic and collaborative team of reference and access services professional, paraprofessional and student staff with the goal of continuing to provide patrons with exceptional service in a single, combined user services desk. [39]

Methods Setting/Participants: The year 2008 began with significant personnel re-organization, re-alignment of services and space planning initiatives. Management of Reference desk services moved from one library department to another. This coincided with a decision to combine the Reference, Circulation and Copy/ILL Services desks into one integrated user services desk for the start of 2008 Fall semester. [52]

Brief Description: An organizational management consultant was engaged to facilitate an initial off-site “transition” meeting with personnel from the two departments who were suffering from change anxiety and job concerns. Three “town-hall” style meetings facilitated with active listening by the Associate Director were held throughout the Spring and Summer. The entire group worked together to decide on work flow, training needs, space design considerations and to deal with other integrated desk issues. [70]

Results: The initial consultant-facilitated meeting allowed staff to express worries and fears about how the changes would impact their jobs, professional standing and performance evaluations. Active listening by the Associate Director and relaxed, informal settings motivated staff to articulate and examine possible issues and apprehensions. Spontaneously-created cross-functional task groups were formed to investigate solutions to identified issues, such as work flow, training, staffing and space. Reports were shared via email and in group settings. A staff position was re-designed to include duties from all the combined services and serves as a central pivot point for communication synergy.