Human Touch - The Only Stability in the Ever-Changing 'iWorld': Cherishing Customer Service
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Access Services has evolved through a variety of changes over the last few years. The Circulation Desk is a lot more than just a place for 'checking out books,' ─ to a large extent becoming the face of the library. The work culture of Access Services at the Blackwell Library revolves around the motto 'patrons come first' where aggressive measures are being taken to promote public relations by offering more value added services. This presentation will provide a snapshot of the functionality of the department focusing on different nuances of public relations by delineating the organizational changes (with a new position), the technological enhancements highlighting chat service exclusively for Access Services, implementation and promotion of eReserves, how the department had explored and created inter and intra-campus partnerships for marketing/PR efforts (for example Food for Fines, National Student Workers' Week, Leash on Life, etc.), not to mention the challenges of serving the Millenials, community borrowers, and trying to strike a balance with consortium relations. The department's efforts to augment better synergy with other departments in the library by participating in the Joint Public Services meetings, Learning Bytes, and Job Shadowing will also be described.