Presentation given by Christine Cullen, Senior Library Assistant, Client Services, UCD Library, to "Innovation Day at Maynooth University: New Spaces and New Models for Frontline Services" (ANLTC) on October 8th, 2015, Maynooth University, Maynooth Ireland.

1. From Issue Desk to Information Desk:
the UCD journey
Christine Cullen,
UCD James Joyce Library
www.ucd.ie/library

2.  Background
 Original Structure
 Staffing Model
 Hub Model
 Challenges
 Strengths
 Benefits of change
 Future
Agenda

3.  Economic situation
 Reduced staffing
 New ways of distributing info, e.g. e-tutorials,
libguides
 Self-Service developments
Background

4.  Issue vs Information Desk
 Multi-site Service
 Branch Mentality
 There were staff shortages in some sites, but no
backup
Original Structure

5.  Single Client Services Team
 Maximise the use of staff
 Move to combined Information & Service Desks
 Redistribute staff as needed
 Break down silos
A new Staffing Model was needed

7.  Develop Client Services as a single team
 2 Hubs
 JJL & Blackrock
 HSL/Vet & Architecture
 Realignment of staff
 Client Liaison Librarian Team
However…..
 Continued staffing changes have resulted in one central
Hub
Hub Model- 5 sites, 1 Library

8.  Team Building
 Training
 Staff changes
 Physical space
Challenges
Health Sciences Library

10.  Staff
 Highly educated
 Commitment
 Flexible
 Choice of location
 Self-Service model
Strengths

11.  Consistency of service
 Crisis management
 Improved service expectations
 Sense of team
 Staff availability
 Staff Development
Benefits

12.  Customer Relationship Management
 Increase of Self Service options
 Staff Development
Future

13. Not quite but we are nearing the end of the journey….
Are we there yet?