At Stirling University Library, we have just undergone a period of
restructuring. One of the defined aims of the restructuring is to fully
integrate library and IT services and therefore to merge our existing
enquiry points into one combined enquiry point. At present in the library
we have an Information desk staffed by Academic Related librarians. We also
have the IT helpdesk which is located in a different building, near to the
computing labs, and is staffed by clerical staff with Computing Advisors
(also Academic Related) on call. The IT Helpdesk operates the HEAT system
of logging calls (primarily fault reporting ).
We would like to merge the Information desk with the IT Helpdesk in order to
give users one point of contact with Information Services. I would therefore
be grateful if anybody out there who has already been down this road would
answer the following questions:
1. Do you have an integrated (library and IT) enquiry service?
2. How do you rate the success of this and what problems did you encounter?
3. How do you staff your desk?
4. How do you handle telephone enquiries?
5. What other methods of contact do you provide? eg email / web forms etc
Thanks for your help.
Could you please respond direct to me and I'll collate responses for the
list.
Tricia Davey
[log in to unmask]
Tricia Davey
Library Information Officer
The Library
University of Stirling
FK9 4LA
Tel: (01786) 467233
E-mail: [log in to unmask]
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