Hello everyone,
Here at the University of Northampton we are looking to replace our
circulation and service desk with a roving help and support service. We
do not have an enquiry desk, but our subject librarians offer an open
access office for user enquiries.
I would be interested to hear from others who have experience of
offering a similar roving service.
In particular I am interested in the following aspects:
The process of roving - length of slots for staff, are staff responsible
for other duties whilst roving, how queries are logged, Do you use a
blend of staff to rove e.g. subject librarians, technicians etc.
Equipment and visibility - do staff wear certain clothing or carry
identifiable clipboards. Especially interested in the use of mobile
devices to support staff and the users they help (are bags or holders
used?)
How were staff retrained with the new skill sets required? Again I am
particularly interested if there is experience of trainers used, or
programme outlines anyone would be willing to share.
How is quality measured? Has anyone developed ongoing training
programmes, maybe using online facilities?
I am as interested in what did not work, as what did, and would be keen
to visit, where feasible, to view services in operation.
Please send all replies directly to my email address.
If anyone is interested in the responses I receive I will be glad to
send the results to you.
Heather McBryde-Wilding
Academic Support Manager
Information Services
The University of Northampton
Boughton Green Road
Northampton
NN2 7AL
+44 01604 735500 ext 2228
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