Patron
Ini*ated
Workflows
Patron
Asks
Ques*on
Ini*al
Service
Point
starts
to
answer
Ques*on
Answered!
Referral
Subject
Specialist
Starts
to
answer
In
Person
Services
Virtual
Services
Librarian
Ini*ated
Services
Referrals
happen in
overlaps
In
Person
Services
Virtual
Services
Librarian
Ini*ated
Services
In
Person
Services
–
Reference
Desks
Subject
Desk
1
Subject
Desk
2
Referrals
happen in
overlaps
Subject
Desk
3
Physical
Desk
layout
with
3
example
desks.
Same
thing
for
more
desks.
In
Person
Services
–
Everything
else
Walk‐up
@
circ
desks
Consulta*ons
Reference
Desks
Office
Hours
Embedded
Librarians
Arrows
indicate
poten*al
referrals
In
Person
Services
–
all
together
Subject
Desk
1
Subject
Desk
2
Subject
Desk
3
Walk‐up
@
circ
desks
Consulta*ons
Reference
Desks
Office
Hours
Embedded
Librarians
In
Person
Services
Subject
Desk
1
Subject
Desk
2
Subject
Desk
3
Consul
ta*ons
Refere
nce
Desks
Virtual
Services
Walk‐
up
@
circ
desks
Office
Hours
Embed
ded
Librari
ans
Librarian
Ini*ated
Services
Virtual
Services
Chat
Email
Other
SMS
Telephone
Arrows
indicate
poten*al
referrals
Chat
‐
notes
•  Can
staff
from
offices
•  Might
have
1
or
more
physical
loca*ons
where
reference
staff
meet
•  Opportunity
for
cross
training,
especially
with
GAs
and
librarians
•  Might
staff
from
physical
desks
In
Person
Services
Subject
Desk
1
Subject
Desk
2
Subject
Desk
3
Consul
ta*ons
Walk‐
up
@
circ
desks
Office
Hours
Other
Embed
ded
Librari
ans
Virtual
Services
Chat
Email
Other
SMS
Telephone
Librarian
Ini*ated
Services