One Service Desk

Evolution in the Library: Our "One Service Desk" Pilot Project
Spring & Summer 2010

Since early 2008, Red Deer College Library has explored the idea of streamlining student interaction with Circulation, Reference, and Computer Tutor services to provide a more seamless customer service experience to our students. As the physical structure of our service desks does not allow for the combination of these three service points, the RDC Library has instead experimented with an "Integrated Services Philosophy."

The basic assumption of the Integrated Services Philosophy is that library staff cross-trained in the basics of all service areas will provide more fluid customer service. In addition, cross-training will increase job enrichment and foster respect for all staff roles.

RDC Library is being proactive and responsible with regards to staffing. We are always seeking ways to staff smarter. With this in mind, we looked at the times of year when demands on our services are reduced – spring and summer.

The result?  The evolution of the Integrated Service Desk Philosophy to the "One Service Desk" pilot project. The pilot project will see all library services – Circulation, Reference assistance, and Computer Tutor assistance – being delivered from the Circulation Desk.

During May & June 2010, the One Service Desk will operate during our evening (after 5:00 pm) and Saturday hours. The Desk will be staffed by a Computer Tutor and a Reference staff.

During July & August 2010, the One Service Desk will operate during all hours of opening. The Desk will continue to be staffed by a Computer Tutor and a Reference staff.

During the Fall 2010 academic term, when service demands return to normal levels, we will once again staff both service points (Circulation Desk and Information Desk) using this service philosophy. At that time, we will also assess the pilot project.

If you have any comments on our One Service Desk Pilot Project, please contact Kristine Plastow (Chair, Library Information Common) at 403.342.3578 or via email at kristine.plastow@rdc.ab.ca.