Changes and innovations in higher education learning and teaching acted as a catalyst for rethinking the way in which service was delivered to library clients at Australian Catholic University. The Single Service Point was piloted at one campus library in 2014 to develop a best practice approach to service delivery. The merging of cultures within…

Every U.S. state and the District of Columbia has a law on the books that protects a library borrower's privacy, both an ethical and legal obligation of the library. In addition, FERPA further restricts access to users' records. Getting the message across to staff can be a challenge, especially if you employ students or volunteers who may not…

With less staff time and more things to do, providing consistent and thorough training is sometimes a challenge. In order to streamline training and provide for more effective communication among staff and student assistants, a Blackboard course was created to provide a graded, self-paced, and interactive training tutorial. The tutorials were…

The Penn State Libraries' Open House activities for incoming students find Access Services staff extending beyond their everyday routines to creatively help relieve students' fears of the library and understand how Access Services can help them. Serving on the Access Services Open House Committee offers staff many opportunities for development as…

This article recounts successful strategies for increasing student staff commitment to the organization's vision and deadlines, inviting "buy in" for projects, and enhancing staff work relationships. The discussion will outline activities that have resulted in increased employee satisfaction with work, smoother interactions between coworkers,…

This article uses Wellington City Libraries as the basis for a case study of a future-focused, reorganized staffing structure in a public library network. It covers the change from why, how, departure from a building-based hierarchical structure, new staff and line responsibilities, union involvement, implications for staff training to culture and…

This paper focuses on how an academic library managed changes in services and space to meet customer needs for streamlined services, increasing efficiency for students, faculty and staff in finding, analyzing, sharing, and producing knowledge. The Ohio State University's John A. Prior Health Sciences Library (PHSL) has merged its circulation and…

Lending services units at Indiana State University's Cunningham Memorial Library depend heavily on student employees to fulfill their specific missions. Problems attributed to poor communication and lack of motivation among student employees were causing negative impacts on the units' abilities to function well. To resolve these problems,…

Like most academic libraries, Purdue University Calumet depends heavily on student workers for its daily operations. After the investment of time and effort involved in training student workers, it is important to retain them from one year to the next. This case study examines training procedures that are designed to cultivate a sense of mutual…