In most of the libraries visited, reference/information services has made a complete transformation from static desks to mobile, flexible, shared points of contact. Some examples:
- Delft DOK Concept Library has cell phones charged and ready for front line staff to pick up first thing every shift. Staff use the cell phones as they rove the library to refer to each other as well as to respond to customer calls.
- Staff in many of the libraries dress very casually, but are clearly identified as library staff by wearing vests.
- Almere Library's service points are liberally sprinkled throughout the entire library. Staff are assigned to a "zone" that they rove through. Depending on where in the zone they are when asked a question by a student, they simply access the nearest service point. These information service stations often merge into shelving units, display areas and/or student workspaces beautifully - blending staff and user functions seamlessly.
Some service point images (click on image for larger size):
Some vest images:
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