Murphy, B., Peterson, R. A., Vines, H., von Isenburg, M., Berney, E., James, R., Rodgriuez, M., & Thibodeau, P. (2008). Revolution at the library service desk. Medical Reference Services Quarterly, 27(4), 379-393.
This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to “on call” status, technical services staff were added to the schedule, and core competencies and procedures were refined.