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ERIC Number: ED433823
Record Type: Non-Journal
Publication Date: 1999-May
Pages: 7
Abstractor: N/A
Reference Count: N/A
New Reference: Diversifying Service Delivery.
Garner, Imogen
This paper describes the experiences of a recent change process that focused on the delivery of reference services at the University of Western Australia (UWA). UWA reference librarians felt that they could not fulfill all of their duties while working from the reference desk for a significant period of time each day; they wanted time away from the desk to undertake other duties, including to prepare and deliver information literacy classes and to develop and maintain electronic resources for the library's World Wide Web site. The project followed a four-stage approach that included: (1) developing a plan of action; (2) acting to implement the plan; (3) observing the effects of the action; and (4) reflecting on these effects as a basis for further planning. The changes in the delivery of reference services had far-reaching consequences for the provision of client services and led to the development of a three-tiered level of service that included self help, inquiry, and reference services. (MES)
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Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A