Information Desk Case Study at NUI Maynooth

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					Information Desk Case Study at NUI Maynooth




  ANLTC – Information Desk Skills - Dec 1st 2005
                 Contents
•   Desk layout
•   Staff changes
•   Student changes
•   Statistics
•   Initiatives
•   Future
               Staff Changes
•   Who
•   Cost
•   Rota
•   Backup
•   Training
•   Turnover
             Student changes
•   Profile
•   Modularisation
•   Stress
•   Immediacy
•   Culture of University
              Desk Usage
• Modularisation
• Peak times – afternoon – except in
  December
• Variety of queries
• Reference Vs Non reference
            Statistics 2004-2005
October             2141
November            1759
December            1080      Total number
January             1011      of queries
February            1590
                              13,207
March               1605
April               1479
May                 1282
June                  83
July                 207
August               129
September            836
                            Top 5 queries 04-05

                         Top 5 Queries
                                                                                OPAC 5168
         6000
         5000                                                                   Borrower Account 1831
Number




         4000
         3000
         2000
         1000
            0                                                                   Directional 1345
                       Borrower




                                                                  Photocopier
                                      Directional




                                                    PC/Laptops/
                       Account
                OPAC




                                                     Network




                                                                       s
                                                                                PC/Laptops/Network 923
                                  Query type
                                                                                Photocopiers 780 (night)
                                                                                [Subject Referrals 269]
October 04 Vs October 05

       Oct-04    Oct-05

          2141    1931

Going down…
                    Initiatives
•   Digitise forms
•   Electronic Services
•   Extra training courses
•   Information Literacy sessions
•   Catalogue training throughout the year
•   Helpsheets
•   Off campus access
•   Electronic noticeboard
                Future…
• Admissions Desk
• Controlled Access
• Growth ?
• Less passive – more virtual reference
  services?
• Help Desk consolidation?
Future of our Information Desk
                    References
• Grodzins Lipow, A. ( 2003) “The future of reference:
  point-of-need reference service: no longer an
  afterthought”, Reference Services Review 31 (1) pp31-35

• Gessesse, Kebede (1997) “Re-examining the role of the
  public service librarian in the new Information Age”
  Library Review 46 (2) pp 90-98

• Middleton, Iain (1997) “In need of support: the academic
  help desk” Campus Wide Information Systems 14(4) p
  120-127