In small branch libraries, patrons seeking assistance from library staff outside of the dedicated single-service desk often results in large staffing inefficiencies. This paper presents a case study in which the authors applied behavioral psychology models to a branch library's space arrangement to identify possible factors influencing patron…

Discussion of theoretical considerations and practical factors relating to use of library reference service highlights factors involved in desk approachability--need, communication and promotion, physical arrangement of department, positioning (which gives the product a clear image communicating its purpose or use), psychological cost (personal…