VALA2012 Session 4 O’Dwyer

VALA2012 Session 4 O’Dwyer

Imagine there’s no desk

VALA2012 CONCURRENT SESSION 4: The Next Generation
Tuesday 7 February 2012, 14:40 – 15:10
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Shaun O’Dwyer and Kylie Bailin

University of New South Wales

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Tuesday, February 07, 2012, 2:40 PM AUSEDT, 28 Minutes 17 Seconds.


Imagine walking into an academic library and finding no service desk and no queues. There are friendly staff who greet you and ask you if you need assistance. You are then directed to a self-service check out, a workstation or to a consultation room. This is the new reality at the University of New South Wales (UNSW) Library. This paper outlines the planning, design features and service model of UNSW Library’s Help Zone, including the imaginative use of space, details on changes to staffing work and structure, and responses from customers and library staff who work in the Help Zone.

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