Evolution of reference service from a traditional desk model to a “one-stop shopping” model of providing public service that eliminates a physical reference desk while maintaining service for walk-in patrons. Research and Borrowing Services desks will be merged into a single, integrated service point to provide one focus point for service. Ready reference and directional questions will be answered at the central “service desk” (currently "Borrowing Services") and all true reference questions will be referred to on-call librarians.
Borrowing Services team members and circulation desk student employees will be retrained on how to refer questions. Student employees will learn about inter-library loan, campus directions, library policies, research referrals, library collections, how to find information in the collections, opening/closing responsibilities, and appropriate work to do at the desk while waiting for questions.
