Dear Martin
I have just found this very old message in an e-mail folder. We are
now doing something similar at UCW - see my message to lis-
educ below. Did you receive any useful information which you could
share with us?
Thanks
Kathryn
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> Dear list members
>
> I am trying to find successful examples of enquiry referal or triarge
> systems which use relatively junior staff to operate service points
> instead of subject librarians. If anyone has experience of such a
> service which they are willing to share I would be grateful if you
> could email me or the list
>
> Thanks
>
> Martin Scarrott
> Academic services Manager
> St Mary's College
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University College Worcester Department of Information & Learning
Services has been operating as a converged service (Library, IT &
Media Services) since September 2003.
Until now we have continued to offer enquiry services via an
Information Desk staffed by qualified librarians and senior library
assistants, and an IT & Media Help Desk. From September 2004
we will be replacing these with a single enquiry point based at the
main desk and staffed by ILS Assistants with a range of
backgrounds, who will then refer enquiries to the librarian/senior
library assistant on duty or to an IT & Media technician as
appropriate, or in the case of more in-depth enquiries an
appointment will be made with a Subject Liaison Librarian.
We will be providing training in early September on the effective
referral of enquiries. This will cover an overview of the type of
enquiries received (including IT and Media enquiries), the reference
interview, print and electronic resources available, general
procedures, and staff areas of responsibility. Does anyone have
experience of providing similar referral training? If so, I would be
grateful for any advice or training materials which we could use or
adapt.
Thank you
Kathryn Beardshall
Subject Liaison Librarian
Education & Distance Learning
University College Worcester
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