Library service: Change & Integration

For the start of Session 2003/04 there is a new look to Level one services in the library. Self issue and self return machines now deal with up to 50% of transactions. At the low level circular end of the counter we have created a general enquiry service for all Learning Services. Staff who used to issue books are now concentrating on transactions that require a human touch. Some of the enquiries will be familiar to them but with the support of a staff development programme, and a positive attitude, we hope the service will meet all the demands of our Learners. One major benefit is that at least two people will always be available to deal with enquiries. Staff will also work longer hours answering enquiries. This should encourage a team approach, improve knowledge of enquiries and enable faster solutions.

The professional staff who worked on the previous enquiry desk, along with colleagues in other parts of Learning Services, will support staff working on the desk by providing web based information, learning materials, online transactions, and taking part in an effective referral system. This should also improve distant and 24/7 access.

We plan to expand self-issue and self-return facilities, to handle more routine transactions and improve convenience and service availability for readers.

So next time you are on level one of CLIC; red seats for enquiries, blue tape channel for issuing and returning books.