a new service delivery model @ the baillieu library, university of melbourne sabina robertson, arts...

9
A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Upload: noreen-shepherd

Post on 14-Jan-2016

215 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

A new service delivery model @ the Baillieu Library, University of Melbourne

Sabina Robertson, Arts Librarian

Page 2: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Overview

Page 3: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Catalysts for change

Meeting spaces study spaces

Page 4: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Redevelopment of the Ground Floor: consultation processes

Waiting areaDisplay spaces

Page 5: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Design of the Service Desk

Borrowing : Self serviceService area

… and provides quick access to full text, where available

Page 6: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

TIER 0: Self-Service

TIER 3· Depth and

Complexity· Subject

Specialisation

TIER 2· Breadth of

Knowledge· Information

Expertise

TIER 1· High Volume

Student/Academic Services

Circa 60 %

Circa 25 %

Circa 15%

Clie

nt In

tera

ctio

n

Lib

rary

Sta

ff C

aree

r P

ath

Spe

cific

Kn

owle

dge

& D

omai

n E

xper

tise

The Tiered Delivery Model

Page 7: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Front of House Service delivery

Working with StudentIT Collaborative work spaces

Page 8: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Service Desk in action

Page 9: A new service delivery model @ the Baillieu Library, University of Melbourne Sabina Robertson, Arts Librarian

Reflection