SPEC Kit 327: Reconfiguring Service Delivery · 129
University of Kansas
The Learning Studio at KU
4/30/2010
8
Central Service Desk (3rd Floor) A major goal of this project is the physical main service
zone whose components provide a distinct service point, computers, information resources,
and staff always in close proximity to the user. This service desk should be immediately visible
to users entering the library and centrally located so that students can see the desk and access
the support from any direction. The following services will be located in some form at this desk:
• Research and Instructional Services (Libraries)
• Technology help and support (IT)
• General referral, direction and informational requests (KU Info)
Preferred desk configuration would be oval or circular to maximize user access. A lower,
accessible section will also be built into the desk reconfiguration in order to ensure that we
can adequately serve all users. The desk should provide at minimum, seating for four
simultaneous user interactions at four separate access points, each with dual screen
workstations for working together. During peak hours – the desk will be staffed with 3-4
people: library research staff/students, technology students/staff and student success
students/ staff. During off peak hours, staffing will typically consist of 1-2 individuals. It is
likely that during later evening hours, this desk will be closed, with user support coming from
the circulation desk.
It is anticipated that during peak hours, this desk will handle anywhere from 15-40 questions
per hour in person or by phone. There is a great deal of variance in need. In addition, IM
support will most likely occur at this desk as well (although this can be handled from other
office locations as well).
Quick consultation spaces should be closely adjacent to the central service desk for staff use.
During evening or weekend use these may be opened up for public use as well.
• Consultation/Semi-Private Table Configurations (4): Faculty, staff and trained students
will require access to consultation space in which they can meet with individuals and
small groups to provide more specialized assistance with research projects and teaching
assignments. These consultation enclosures accommodate 2-4 people with table,
chairs, PC, dry erase boards.
• Private Consultation room (1):
Research and Instructional Services
Research (Reference) Services is part of the Research and Instructional Services Department. It
supports research by assisting with the use of Library resources, licensed electronic databases,
and research materials from other sources. Highly trained subject specialists, general reference
librarians, and other staff assist with in-person, phone, email, and virtual inquiries.
These services are primarily offered at the central service desk during hours between 9am –
9pm. During peak hours – two research experts (one faculty librarian and one staff member)
will be seated at the desk. In-depth consultations off-desk are available by appointment with
University of Kansas
The Learning Studio at KU
4/30/2010
8
Central Service Desk (3rd Floor) A major goal of this project is the physical main service
zone whose components provide a distinct service point, computers, information resources,
and staff always in close proximity to the user. This service desk should be immediately visible
to users entering the library and centrally located so that students can see the desk and access
the support from any direction. The following services will be located in some form at this desk:
• Research and Instructional Services (Libraries)
• Technology help and support (IT)
• General referral, direction and informational requests (KU Info)
Preferred desk configuration would be oval or circular to maximize user access. A lower,
accessible section will also be built into the desk reconfiguration in order to ensure that we
can adequately serve all users. The desk should provide at minimum, seating for four
simultaneous user interactions at four separate access points, each with dual screen
workstations for working together. During peak hours – the desk will be staffed with 3-4
people: library research staff/students, technology students/staff and student success
students/ staff. During off peak hours, staffing will typically consist of 1-2 individuals. It is
likely that during later evening hours, this desk will be closed, with user support coming from
the circulation desk.
It is anticipated that during peak hours, this desk will handle anywhere from 15-40 questions
per hour in person or by phone. There is a great deal of variance in need. In addition, IM
support will most likely occur at this desk as well (although this can be handled from other
office locations as well).
Quick consultation spaces should be closely adjacent to the central service desk for staff use.
During evening or weekend use these may be opened up for public use as well.
• Consultation/Semi-Private Table Configurations (4): Faculty, staff and trained students
will require access to consultation space in which they can meet with individuals and
small groups to provide more specialized assistance with research projects and teaching
assignments. These consultation enclosures accommodate 2-4 people with table,
chairs, PC, dry erase boards.
• Private Consultation room (1):
Research and Instructional Services
Research (Reference) Services is part of the Research and Instructional Services Department. It
supports research by assisting with the use of Library resources, licensed electronic databases,
and research materials from other sources. Highly trained subject specialists, general reference
librarians, and other staff assist with in-person, phone, email, and virtual inquiries.
These services are primarily offered at the central service desk during hours between 9am –
9pm. During peak hours – two research experts (one faculty librarian and one staff member)
will be seated at the desk. In-depth consultations off-desk are available by appointment with
