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Unified Service Model at Lamont Library

By Marty Schreiner, Librarian of Lamont Library; Director of Maps, Media, Data and Government Information.


With the arrival of the fall term in September 2016, Lamont Library will introduce a new unified service model that aims to create a better user experience. In recent years, Lamont Library has become a wonderfully complex set of resources, services, programs and expertise delivered through a mix of dedicated specialist and generalist staff. One problem that comes from this complex set is that much of what we now offer in the Lamont Library is not visible or well understood by our users. 

To ameliorate this problem, the unified service model will allow all of us who work in Lamont to be more effective information agents though a very basic cross-training program. At the "heart" of this agency will a better interconnection among Access Services, Research and Reference Service, Maps, Media, Data, and Government Information, and the Woodberry Poetry Room. Each of us will have a better engagement with the whole Lamont space, technology and services. This will connect the staff in a way that enables us to unpack the complexity of Lamont, make very informed referrals, and answer any basic question from any services throughout the Lamont building. It will be a first step toward creating an environment where our users and staff can better know each other in a highly collaborative community.

The "brain" of this agency will be the move of reference desk services in Lamont from level B to the first floor. There, Research and Reference Service in Lamont will be reconceived at a unified service point with Access Services. Because this space is the main arrival space, a space of engagement, and a point of entry to our extensive menu of services and resources, it will create a kind of central nervous system for all that happens throughout Lamont. Users will have a better interaction with staff and improved understanding of what is available and possible beyond the library’s stacks, carrels and reading rooms.

Article written by Marty Schreiner.
Article published on March 2, 2016.