Dear Colleagues,
Here at Nottingham Trent University we are reviewing our enquiry desk
services. Currently we have separate reception, library circulation,
general library & IT and specialist library enquiry desks. There is a
lot of referral between the desks and users can find it complex and
frustrating.
We are looking to create a more seamless service for users and at the
same time ensure that routine enquiries are dealt with at an appropriate
level so that subject librarians are freed up for academic liaison work,
etc.
We would be very interested in hearing how other HE libraries organise
their enquiry services and would be grateful if you could find time to
respond to the following questions.
Please reply directly to me and I will summarise for the list.
Thanks in advance,
Julie
A. Number & nature of enquiry desks
* How many enquiry desks do you have?
* What services are offered at each desk?
B. Staffing of desks
* How many people staff each enquiry desk at any one time?
* What teams are they from?
* Are they qualified librarians, library assistants or a mix?
* If you use library assistants, what training (if any) is given?
* Do you offer a reduced or different service in the evenings or at
weekends? If so, please give details.
C. Referrals
* Is there a second line of support which frontline staff can refer
queries onto? How are referrals made and in what circumstances?
* Have there been any problems with your referral procedure?
* Do you have any guidelines in place for the types of enquiries library
assistants should be handling and which they should be passing on? If
yes, what areas are covered?
* What happens in the evenings or at weekends?
D. Other methods of support
* What alternative methods are there for enquiries e.g. virtual
reference desk, email, etc.?
* What self-help facilities do you have in place?
* Do you make use of roving staff?
E. General
* Any other comments / observations that you wish to make?
Thanks for you time.
Julie
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User Support Manager
Libraries & Learning Resources
Nottingham Trent University
Goldsmith Street
Nottingham
NG1 5LS
Tel: +44 (0)115 848 4485
Fax:+44 (0)115 848 2286
Email: [log in to unmask]
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