Transforming library enquiry services: anywhere, anytime, any device

Transforming library enquiry services: anywhere, anytime, any device Purpose– The purpose this paper is to outline how the University of South Australia Library transformed its enquiry services by replacing fixed service desks with a blend of virtual and on demand services. Design/methodology/approach– Outlines the drivers for change, implementation approach and partnerships developed in order to change practices and use technology to deliver proactive services. Findings– The new model enables staffing and workflow efficiencies allowing the service to be delivered sustainably. It is anticipated that it will increase the Library’s visibility and accessibility in the physical and virtual environments and position the Library as an innovator in service delivery. Practical implications– The project involved significant change to traditional practices and challenged long held beliefs about library services. It required library staff to be supported and trained to develop new skills and adapt to new practices. Originality/value– Provides strategies and lessons learnt for other libraries considering similar changes to service delivery. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Management Emerald Publishing

Transforming library enquiry services: anywhere, anytime, any device

Library Management, Volume 37 (3): 11 – Mar 14, 2016

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0143-5124
D.O.I.
10.1108/LM-04-2016-0021
Publisher site
See Article on Publisher Site

Abstract

Purpose– The purpose this paper is to outline how the University of South Australia Library transformed its enquiry services by replacing fixed service desks with a blend of virtual and on demand services. Design/methodology/approach– Outlines the drivers for change, implementation approach and partnerships developed in order to change practices and use technology to deliver proactive services. Findings– The new model enables staffing and workflow efficiencies allowing the service to be delivered sustainably. It is anticipated that it will increase the Library’s visibility and accessibility in the physical and virtual environments and position the Library as an innovator in service delivery. Practical implications– The project involved significant change to traditional practices and challenged long held beliefs about library services. It required library staff to be supported and trained to develop new skills and adapt to new practices. Originality/value– Provides strategies and lessons learnt for other libraries considering similar changes to service delivery.

Journal

Library ManagementEmerald Publishing

Published: Mar 14, 2016

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