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September 06, 2007
We'll come to you
A number of libraries, primarily larger academic libraries, have been using enterprise IM systems as a way of offering in-library help to users. One way is to use it as a "bell," if you will, to communicate to library staff that you need help. Then if you want, they come to you--wherever you are in the library, at your workstation, laptop, whatever. Nice!
One such service is from the Cameron Library at the University of Alberta. Check it out!
September 6, 2007 | Permalink
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Comments
Hi Sarah,
Thanks for noticing! We know students choose not to leave their workstations, likely losing it to another student in the process, and haul all their stuff to a desk to ask for help in the middle of working. We're expecting that many transactions will be simple in-house chat but we really mean the "we'll come to you" part too. We're servicing a busy, completely wireless, four-floor library with over 200 full productivity workstations.
This service is just one feature of a new public service model being rolled out at Cameron this term. There is a new single service desk model for all public service transactions (reference, circulation, technology support, you name it) and all the public service staff (librarians and associate staff) provide whatever help the user in front of them (physically or virtually) needs. The model is heavily supported by self-service technologies for circulation and reserve material too. The Main Floor (30,000 sq ft) is currently being renovated (expected completion this fall) to move this desk model into its planned spot amid a service floor designed for our students, quite literally after stripping the entire floor down to the bare walls and starting over.
Pam Ryan is the interim head of the SciTech library, and would be happy to discuss the project in more detail. I'm at another library in the same system, but I'm very excited to see how all these changes work out!
Posted by: Alison Henry | September10, 2007
That's a great idea.
Posted by: Katie | September 7, 2007
That's so funny. Talk about "going where your users are"!!
Posted by: Emily | September 7, 2007
