Managing the access services desk : Utilizing layered levels of staff skills

Abstract

In addition to circulation interactions, it is shown that access services desks field a wide array of multifaceted interactions. The management at the University of Denver's Penrose Library developed a system of layered staffing at the desk to provide excellent customer service in a systematic and consistent way. This led to the management of all inquiries brought to the desk, including the peripheral responsibilities of the desk. The types of interactions and the staffing model used to ensure a high quality of provided services is described.