Multi-function service desks in a public library : an investigation of their effectiveness in providing the level of customer service required by the organisation and expected by its customers

Abstract

Reference desk design has been analysed in depth over the last thirty or more years. Librarians have investigated the difference in reference service effectiveness for different desk layouts, in particular, comparing service points that are at counter height, suitable for standing at, and desks that are designed for sitting at. As well as these investigations, there have been many studies into the use of paraprofessionals in providing reference service. This study aims to investigate the difference in reference service levels for a multi-function desk, or a "unified", "combined", or "integrated" circulation and reference desk, and separate circulation and reference desks. Two community libraries in Christchurch were examined; South library, which has a combined circulation and reference desk with the issues section at counter height and the reference section at desk height, and Shirley library, which has separate reference and circulation desks. The proposed study aims to investigate how users perceive integrated service points; how effective integrated service points are at delivering both circulation and reference service; and to test the hypothesis that reference service at combined desks suffers due to the overriding demands of the circulation function.