Patron Initiated Workflows
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Patron Initiated Workflows Patron Asks Question Initial Service Point starts to answer Question Answered! Referral Subject Specialist Starts to answer In Person Services Virtual Services Librarian Initiated Services Referrals happen in overlaps In Person Services Virtual Services Librarian Initiated 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 Consultations Reference Desks Office Hours Embedded Librarians Arrows indicate potential referrals In Person Services – all together Subject Desk 1 Subject Desk 2 Subject Desk 3 Walk-up @ circ desks Consultations Reference Desks Office Hours Embedded Librarians In Person Services Subject Desk 1 Subject Desk 2 Subject Desk 3 Refere nce Desks Virtual Services Walkup @ circ desks Consul tation s Office Hours Embe dded Librari ans Librarian Initiated Services Virtual Services Chat Email Other SMS Telephone Arrows indicate potential referrals Chat - notes • Can staff from offices • Might have 1 or more physical locations 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 Walkup @ circ desks Consul tation s Office Hours Other Embe dded Librari ans Virtual Services Chat Email Other SMS Telephone Librarian Initiated Services
