Remaining relevant - how airports, banks and geeks can save frontline library services

It is often said that libraries must change to remain relevant but that is often easier said than done. The UNSW Library Client Services Unit (CSU) experience of the last two years supports the idea that change can do much to re-invigorate a library’s frontline relationship with its clients and at the same time re-energise its staff. Drawing from lessons learned from client service developments in the transport, banking and retail sectors, UNSW Library took the radical step of removing the service desk completely and replacing it with a “Help Zone”, a zoned area designed to not only allow staff and clients to work side-by-side, but also to allow clients to access and use the area after staffed hours. The Help Zone features self-check/self-return machines, shopping centre-style kiosks for information (now replicated in a mobile application) and private booths for longer client consultations. Along with the physical changes, CSU’s staffing structure was also reviewed. As strong client service skills were considered essential for staff, new staff are recruited on their ability and experience in dealing with people rather than focusing on what library experience they have. However, with a strong commitment to the library profession, non-qualified staff are encouraged to pursue a library career. The new structure also incorporates an intern program. This involves employing new library graduates for twelve months to work across UNSW Library’s three locations. Interns are involved in all day-to-day activities of the unit and at the end of their internship have solid library experience to improve chances in finding full-time library positions. In-line with the Library’s objective of increasing and improving self-service facilities, in 2013 a new enquiry management system has been introduced, providing a comprehensive knowledge base that will allow clients to find the right answer at the right time without requiring staff intervention. The system will also enable accurate, personalised responses to more in-depth queries requiring staff input, consistent quality control, short and long-term trends analysis and targeted surveying of clients, all of which will further enhance CSU’s client service offering. This paper looks at how and why these changes were implemented and will describe the significant impact they have made on improving relationships with clients and building a strong frontline team. The presentation is intended to be inspirational for any library interested in seeking strategies to revitalise its front line client services.