1. The Development of a Combined Service Desk in Hayden Library Jennifer Harter Science Library, MIT Libraries Columbia Reference Symposium March 10, 2006

2. The MIT Libraries Architecture EngineeringManagement Science Humanities Hayden Library

3. MIT Libraries New Reference Vision Single service desk in each unit Tiered information service Just-in-time rather than just-in-case staffing Improved patron self-sufficiency Core competencies for desk staff

4. Hayden Library Hayden Circulation 8 AM – midnight Humanities Reference 10 AM – 5 PM Science Reference 10 AM – 5 PM

5. Development of the Combined Desk: Service Desk Renovation Science reference desk and circulation desk closer together Course reserves integrated with circulation

6. Development of the Combined Desk: Service Desk Renovation Increased interaction between circulation and science reference staff Humanities reference desk still on second floor

7. Development of the Combined Desk: Combined Reference Desk Science reference desk became Hayden reference desk Circulation and reserves desks the same Mornings: One reference person on desk, one (from other library) on call Afternoons: Humanities and Science Reference staff work together at desk Increased interaction between staff

8. Development of the Combined Desk: Combined Service Desk Plan Team of circulation and reference staff Mornings: Two circulation staff on desk, librarian on call (either library) Afternoons: Three staff on desk, one on call (combination of two circulation staff and reference staff from both libraries)

9. Where are we now? YHADENDESK

10. Where are we now? – The Team 18 member team Balance of expertise at desk –9 (all) circulation staff –9 other staff: librarians, processing, technical Shared sense of mission Leadership triumvirate

11. Where are we now? – The Desk Single service area, three desks in a row Interchangeable workspaces

12. Where are we now? – Training One-on-one training Staff meetings On-the-job training: Combination of staff at desk creates learning opportunities for all team staff System-wide customer service training

13. Where are we now? – Service One stop shopping for patrons Solid base of knowledge at desk Richer help to patrons at all hours of day More opportunity to interact with patrons Circulation transactions teaching moments Multiple referral avenues

14. Possible Next Steps The Team –Full year terms –Additional staff expertise –Shared values The Desk –Better signs –Additional renovation

15. Possible Next Steps Training –Systematic skills training 100+ core competencies –Basic subject cross-training –Documentation to supplement training Service –Develop more off-desk reference: email, chat, IM –Expand bookpage service –Open reserves stacks

16. Thank you! Questions? Contact Jennifer Harter at jedelman@mit.edu

18. Reference Initiatives Reference Vision Report –http://macfadden.mit.edu/refcomm/RefVision/docume nts/refvision_psmg.pdfhttp://macfadden.mit.edu/refcomm/RefVision/docume nts/refvision_psmg.pdf Implementation Plan for a New Service Model –http://macfadden.mit.edu/delta/Delta_Plan_June_17_ 2004.pdfhttp://macfadden.mit.edu/delta/Delta_Plan_June_17_ 2004.pdf 100+ Core Competencies –http://macfadden.mit.edu/delta/categories.pdfhttp://macfadden.mit.edu/delta/categories.pdf

19. 100+ Core Competencies http://macfadden.mit.edu/delta/categories.pdf