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Milne Library SUNY Geneseo Subject Guides

Single Service Point Presentation: Home








Justina Elmore
Milne Library, SUNY Geneseo
1 College Circle
Geneseo, NY 14454

Tom Ottaviano
Milne Library, SUNY Geneseo
1 College Circle
Geneseo, NY 14454










What about you?

Are you considering or has your library combined your Reference and Circulation Desks into a Single Service Point?

What about you?
Already have a single service point.: 4 votes (11.43%)
Yes, we're exploring the idea...: 16 votes (45.71%)
Yes, we're in the process of making the change.: 13 votes (37.14%)
No, we don't have the resources.: 0 votes (0%)
No, fundamentally opposed to giving up the reference desk!: 2 votes (5.71%)
Total Votes: 35

Reference Services Literature Review

Questions to consider

  1. What are your needs and reasons for merging, (i.e increase or decrease your librarians workload).

  2. Civil service staff issues that might crop up, (Do you have staff by-in?  How to encourage it?)

  3. How to utilize other lib. staff to help with the transition and new service models, and/or other campus depts.

  4. How to utilize non-staff resources (ie software, processes, etc...)

  5. Is circ staff capable of triage?  (i.e. time constraints & responsibilities, etc...)

  6. Is embedded instruction helping to push this change forward?

  7. What is the geography of the building?  

  8. How will the "hand-off" between Service Desk and the Reference Librarian occur?

  9. What Assumptions are we making?  (i.e. Library Assistants--ability to perform reference interviews, budget, student assistants, reference values and goals).

Tips for Overcoming Obstacles

  1. Staff & Ref Librarian's buy-in is critical (make sure they have a voice during decision making process.  Group decision making).

  2. Concentrate on Training--students are our first point of contact.

  3. Limit the number of other policy/procedure changes so staff and students can focus on learning to do triage (they have the other stuff down without having to learn this as well).

  4. Have a reasonable timeline (i.e. will you have enough time to order materials and still implement changes on time?)

  5. Don't sweat the small stuff--there will be wrinkles to iron out for a semester or two. (This is our first semester, so we are now focusing on Assessment to make those necessary changes).

  6. Challenges of becoming new managers--don't be afraid to seek advice from a mentor and utilize the resources in HR.