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ERIC Number: EJ995455
Record Type: Journal
Publication Date: 2006-Aug
Pages: 13
Abstractor: As Provided
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0004-9670
Call Us: Development of a Library Telephone Enquiry Service
Burke, Liz; Beranek, Lea
Australian Library Journal, v55 n3 p211-223 Aug 2006
The authors detail the trial and piloting of a telephone enquiry service (TES) at the Bundoora Campus Library at La Trobe University in order to attempt to resolve the balance between telephone and face-to-face enquiries at the library service desk. They investigated various options throughout 2001 and 2002 and settled on a centralised service model where telephone calls are redirected to a central number. This model was trialled and piloted in 2003 and 2004 before being implemented as a permanent feature of the library's service in 2005. (Contains 6 tables, 1 figure, and 1 footnote.)
Australian Library and Information Association. P.O. Box 6335, Kingston 2604, Australia. Tel: +61-2-6215-8222; Fax: +61-2-6282-2249; e-mail: enquiry@alia.org.au; Web site: http://www.alia.org.au
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Australia