Defining Service Standards for the
Service Desk Models Pilot
Updated: February 21, 2014
Background
In May 2013, a year-long pilot to explore service desk models was undertaken in the
Porter and Davis locations of the University of Waterloo Library. The decision was
made to test an integrated/on-call service desk model in Davis that would bring
circulation desk staff and information service providers together at one desk and in
Porter to continue the status quo of an information desk and a circulation desk that
are separate.
A main goal of this project is to provide high quality service to library users and part
of the pilot is to assess service quality being provided in the various modes of the
pilot. In order to assess service quality, the first step is to identify measurable
service standards. Once these standards have been established, associated metrics
can be used to evaluate if and how the service desk models are meeting user needs.
Service Standards related to Service Desk activity1:
In the context of this project, three service standards have been identified that relate
to the delivery of Library services. As the mandate for the Service Desk Pilot Group
is to focus on the quality of service associated with the
information/circulation/integrated desks in Porter and Davis, the quality of service
assessed in relation to these standards will focus on service desk activity.
The service standards that have been identified are:
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Discovery
The service standards and measurable outcomes have been developed using the
ACRL Standards for Libraries in Higher Education Outcomes assessment-based
model. This model provides a framework for identifying outcomes and evidence
that can be used in the process of developing and assessing service standards.
(http://www.ala.org/acrl/standards/standardslibraries)
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Self Sufficient Use of Physical and Virtual Spaces
User Centered Service Design
Underlying these service standards is a commitment to excellence in the quality of
service that is in keeping with the values and goal expressed in the Library Mission
statement2.
Discovery
Discovery in this context is how the Library staff members assist users in
discovering the information and services required to:
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Identify and meet information needs
Enhance learning, teaching and research
Create new knowledge
Heighten intellectual curiosity
At the service desks, users are made aware of services and resources and staff
members are trained to support discovery activities. Service is accurate, reliable
and promotes learning and skills development.
Measurable Service Desk Outcomes related to Discovery:
We will meet the service standard of Discovery if:
I.
II.
III.
IV.
Students, faculty and staff are appropriately aware of service desk services
and resources3
Desk staff are trained to support discovery activities at the service desks
Library users are assisted using face to face services that:
 are accurate
 are reliable
 promote learning and skills development
Library users are referred, as needed and as appropriate, to liaison librarians
and service specialists/experts within the Library
Summary of Activities related to Discovery:
To meet our desired outcomes related to Discovery, our actions will be:
2
http://www.lib.uwaterloo.ca/info/Mission/MissionSt.html
3
Library Review Campus Consultation document p.8
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To undertake targeted promotional activities to increase user awareness of
desk services and to decrease the number of directional inquiries recorded
To train integrated desk staff in enhanced directional training/circulation
training so they will be able to respond to the most common desk inquiries
To implement and modify training as needed:
o To increase user satisfaction with desk interactions
o So that users feel that the information given in response to the inquiry
is accurate and reliable
o So that students learn something as part of the interaction
To make business cards for liaison librarians available at the service desks
To document procedures for referring questions to librarians
To have subject guides available as a resource to service providers at the
desks and to help identify liaison librarians who can provide additional
assistance
To encourage desk staff to initiate email contact with liaison librarian and
user via their subject guides
Summary of Assessment and Evidence related to Discovery:
The evidence we will gather to determine if our actions have been successful:
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Do users access the correct service desk the first time?
Do users know about the services available?
We will use service statistical data to identify the most common desk
inquiries and desk staff will be surveyed to determine if the training has
provided them with the information they need to respond to the most
common desk inquiries
We will gather user feedback on their experiences and staff feedback on their
training and experience
Service statistical data will be reviewed for referral statistics
Librarian feedback on their experience with referrals will be collected
Users will be surveyed about their experience with referrals
Self-sufficient use of Virtual and Physical Spaces
Self-sufficient, effective use of virtual and physical spaces is supported as a way to
develop proficient and productive library and information users. Encouraging users
to be aware of, and take advantage of in person and self service options facilitates
their use of services and service points appropriate to their needs.
Measurable Service Desk Outcomes related to Self-sufficient use of Virtual and
Physical Spaces
We will meet this standard if:
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I.
II.
III.
IV.
Appropriate self-service options exist
Library users identify service points that are appropriate to their
needs
Library users use signage to determine where to find appropriate
services/locations
Library users consult the Library website to access physical building
information
Summary of Activities related to Self-sufficient use of Virtual and Physical
Spaces:
To meet our desired outcomes related to self-sufficient use of virtual and physical
spaces, our actions will be:
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To undertake targeted promotional activities to increase user awareness of
self service options in physical and virtual environment (self check out,
scanners, printing, “how to” handouts/signs to find call numbers, campus
maps)
To move self check machines to more visible locations
To encourage desk staff to promote self service options
To provide more visible promotion of self service options (both print &
online) “Theme – do it yourself”
To review signage and standardize look for wayfinding signs to
improve/focus on key self services
To review website information and previous surveys to see if physical
building information is presented in an accessible, intuitive and user friendly
structure
Summary of Assessment and Evidence related to Self-sufficient use of Virtual
and Physical Spaces:
The evidence we will gather to determine if our actions have been successful:
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We will survey our users to:
 assess student knowledge of self service options
 assess actual use of self service options
 determine if the self service options offered are the ones that students
want
Self check statistics will be reviewed for use
Service statistical directional questions related to self service options will be
gathered and reviewed
Library website stats for pages describing where to find physical locations
and , hours, will be reviewed
Use stats for the “Where is it” feature in Primo will be reviewed
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User Centered Service Design
The Library commits to a user centered approach and demonstrates the centrality of
users in all aspects of service design and delivery in virtual and physical
environments. Service points, including self-service points, are optimized to
enhance the user and staff experience4, and universal design principles are used to
ensure usability and accessibility of services and service/self service points.
Evidence based assessments and user trends inform decisions to adapt services.
Measurable Service Desk Outcomes related to User Centered Service Design
We will meet this standard if:
I.
II.
III.
IV.
Service points and self-service points are optimized to enhance user
and staff experience5
Universal design principles are used to ensure usability and
accessibility of services and service/self service points
Evidence based assessments and user trends inform decisions to
adapt services
Existing and proposed services are reviewed to ensure they meet a
strategic need
Summary of Activities related to User Centered Service Design:
To meet our desired outcomes related to user centered service design, our actions
will be:
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To modify the Davis desk as needed/possible for the pilot to support short
and medium length interactions and desk staff make appropriate use of all
parts of the desk
To determine if the layout and positions of desk components make sense to
users
To investigate the need for improvements to serve persons of varying
physical abilities.
To develop signage that is clear and intuitive to users
To support evidence based assessment, we will
 develop standard reports for making longitudinal comparisons
 encourage staff to use service statistical collection tool consistently
 offer service statistical collection tool refreshers more frequently
Literature on ref/circ desk trends, issues, innovations, and assessment will
be reviewed
Library Review Campus Consultation document p. 10
Library Review Campus Consultation document p. 10
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Campus data will be reviewed to contextualize library data and trends
Review/assessment working groups will create report with
recommendations
Feedback from all involved will be sought (staff, users, experts)
Summary of Assessment and Evidence related to User Centered Service Design
The evidence we will gather to determine if our actions have been successful:
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We will survey our users to assess:
o if the physical set up of the service desk(s) suits their needs
o satisfaction with desk services
o the student’s perception of outcomes of their most recent interaction at
the service desk(s)
o students awareness of the services available at the desk
o student perceptions of the impact of one desk or two desks/service
points
Assess the physical desk and surrounding area to ensure it meets existing
accessibility expectations/requirements
Evaluate service statistics for changes in user needs or query types etc.
We will survey our staff to assess if they are using user centered design/user
centered learning design principles and tools
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