 |
| |
Search the Catalogue
|
|
 |
Thuringowa and Manukau Libraries
| Thuringowa Library Services is in North Queensland, Australia. In 2005 it was named the Queensland Public Library of the Year by the Queensland Public Libraries Association.
Manukau Libraries, the third largest public library system in New Zealand opened the award winning, RFID enabled, Botany Library in October 2004.
Manukau and Thuringowa public libraries are developing an innovative model of customer service which has helped advance a paradigm shift in the way we deliver in-person reference services to our library patrons. The traditional, information desk can be a formal, inflexible and unwelcoming place but it is also a familiar ‘structure’ that patrons head for with the hope of finding answers. Is it possible to deliver a minimalist, even deskless library and information service? Could it be rosterless? Can we really get staff to ‘walk the floor’ all day? How do you counter staff arguments for on and off ‘desk’ time? What technology can help enable such a service to work? (Thuringowa are trialling a wireless Tablet PC, Manukau have RFID and a ‘retail library’ concept) .This paper will discuss our experiences of developing a rosterless, minimalist or even deskless library service, of rethinking customer service priorities and having a proactive approach to customer care. |
| Subtitle: |
Building a model for a new customer experience |
| Series Title: |
LIANZA Conference 2006 Papers |
| Author: |
Kim Taunga & Warren Cheetham |
| Copyright: |
2006 |
Item Information
|
