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