- Heather Buchansky, UofT
- Judith Logal, UofT
Location
- was on the 4th floor
- but no longer need to be attached to print collection
- Oct 2012 moved to 1st floor
- south end of circulation desk
Assessment
- did usual stats
- plus user survey with pen & paper, iPad
History
- 1st floor became entrance because more accessible
- reference didn’t move to 1st floor earlier, because needed IT support for undergrads
Results
- Did you use Research Help when it was on 4th floor? 1/2, 1/2
- majority users preferred 1st floor, particularly because of convenience
- when preferred 4th floor, because quieter, more space, closer to print collection, closer to public user computer
- number of reference questions continued to decreased, but mostly decrease of brief/lookup question
- small % leaving the desk, rarely to 5th floor
Limitations
- only looking at location
- no change in model, not blended
- no layout of desk
UTM Pilot
- looked at layout of desk itself
- did some marketing
- renovated to be more visible
- more collaborative space using round table
- students like large computer screens, distinctive and more ergonomic furniture, more visible
- large increase in number of questions/student visits
Conclusion & Future Directions
- more ways for users to look for information and ask questions
- currently, 9 different service points in the library
- need to look at how it interacts with other service points
- in-depth reference still important
- pre-arranged consultations up 43%
- Strategic Plan in the works
- LibQUAL+
- really need a more holistic view