Reviewing and reforming library service points. Lessons in review and planning services, building layout, and organizational culture
| Published date | 14 November 2017 |
| DOI | https://doi.org/10.1108/LM-02-2017-0020 |
| Date | 14 November 2017 |
| Pages | 426-436 |
| Author | Bruce L. Keisling,Claudene Sproles |
| Subject Matter | Library & information science,Librarianship/library management,HR in libraries,Library strategy,Library promotion |
Reviewing and reforming
library service points
Lessons in review and planning services,
building layout, and organizational culture
Bruce L. Keisling and Claudene Sproles
Ekstrom Library, University of Louisville, Louisville, Kentucky, USA
Abstract
Purpose –To support the success of their students and faculty, libraries have to understand changing user
needs. Robust user assessment programs and analysis of service patterns can reveal many of those needs.
Many libraries have responded to changing user expectations by consolidating service desks and
providing better organization of user services. Recent advances in assessment have added to libraries’
capacity to refine the scope and goals of service desk mergers. Assessment and analysis support better
conceptual frameworks for realigning organizational structures and overarching service models. The paper
aims to discuss these issues.
Design/methodology/approach –Using a renovation and organizational restructuring in Ekstrom
Library at the University of Louisville as a case study, this paper examines the assessment process,
organizational restructuring, and physical renovation that resulted in service desks merging.
Findings –This study found that comprehensive and ongoing user assessment is crucial to planning for
renovations and service changes. User needs awareness must then be linked with organizational models and
service delivery systems. Service desk mergers will be successful when they result from thoughtful
assessment and analysis.
Research limitations/implications –Other case studies with assessment driven renovation projects,
service desk mergers, and organizational changes would be useful to add to these findings.
Practical implications –This paper provides a process and framework for library leadership who are
evaluating and revising service delivery models.
Originality/value –The perspectives and process described in this case study will be of value to improve
library service delivery models.
Keywords Academic libraries, Organizational change, Assessment, Library buildings, Library services,
Library design
Paper type Case study
Introduction
In 2015, Ekstrom Library, the largest library of the University of Louisville Libraries system,
staffed and maintained a variety of service points. The first floor contained a media
department that circulated videos and equipment. A traditional circulation desk performed
book checkouts and managed retrievals from the library’s automated storage and retrieval
system (AS/RS). In addition, a reference desk provided reference serviceand served as the de
facto tech supportdesk due to its proximity to publiccomputers. Another desk on the second
floor, the Microfilm and Current Periodicals desk, provided assistance to those collections.
Implementation of a new strategic plan that called for increased assessments of user
satisfaction and library use revealed inefficiencies and frustrations with the library’sservice
points. These assessments, coupled with numerous staff vacancies and budget restraints,
demonstrated the inefficiency of staffing and managing multiple service points. This paper
describes the assessment process and the resulting reorganization of the library’sservice
points to better serve patrons and better manage the library’s limited staffing.
Literature review
The role of service desks within the library has long been debated. In 1972,
Larry Harrleson surveyedinformation desksin large librariesto learn their “functions, staffing
Library Management
Vol. 38 No. 8/9, 2017
pp. 426-436
© Emerald PublishingLimited
0143-5124
DOI 10.1108/LM-02-2017-0020
Received 10 February 2017
Revised 30 March 2017
Accepted 3 April 2017
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0143-5124.htm
426
LM
38,8/9
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