Lights! Camera! Action! Creating a First Tier Information Service Point (with less than 30 days' notice)

Abstract

Libraries are moving towards consolidating service points and cross-training staff. Due to staffing changes, one university library recently decided to consolidate first-tier information service with the circulation desk. Over a month-long period before classes started, library staff worked to cross-train existing staff, integrate student employees from the previously-separate service point into circulation desk operations, and work out a system for referring advanced questions to research librarians. This session will include information about training sessions and training materials, adjustments made during the first semester of this staffing configuration, and lessons learned during the transition.

Learning Outcomes: Session participants will learn how to: Identify core competencies for fielding questions in order to rapidly prepare classified staff to effectively take on new duties as information providers; Understand and counteract cultural differences between people who previously worked in separate units; Develop tools to assess performance and identify future training needs.