Abstract
Purpose – The purpose this paper is to outline how the University of South Australia Library transformed its enquiry services by replacing fixed service desks with a blend of virtual and on demand services. Design/methodology/approach – Outlines the drivers for change, implementation approach and partnerships developed in order to change practices and use technology to deliver proactive services. Findings – The new model enables staffing and workflow efficiencies allowing the service to be delivered sustainably. It is anticipated that it will increase the Library’s visibility and accessibility in the physical and virtual environments and position the Library as an innovator in service delivery. Practical implications – The project involved significant change to traditional practices and challenged long held beliefs about library services. It required library staff to be supported and trained to develop new skills and adapt to new practices. Originality/value – Provides strategies and lessons learnt for other libraries considering similar changes to service delivery.
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