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A new service delivery model @ the Baillieu Library, University of Melbourne
Sabina Robertson, Arts Librarian
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Overview
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Catalysts for change
Meeting spaces study spaces
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Redevelopment of the Ground Floor: consultation processes
Waiting areaDisplay spaces
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Design of the Service Desk
Borrowing : Self serviceService area
… and provides quick access to full text, where available
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TIER 0: Self-Service
TIER 3· Depth and
Complexity· Subject
Specialisation
TIER 2· Breadth of
Knowledge· Information
Expertise
TIER 1· High Volume
Student/Academic Services
Circa 60 %
Circa 25 %
Circa 15%
Clie
nt In
tera
ctio
n
Lib
rary
Sta
ff C
aree
r P
ath
Spe
cific
Kn
owle
dge
& D
omai
n E
xper
tise
The Tiered Delivery Model
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Front of House Service delivery
Working with StudentIT Collaborative work spaces
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Service Desk in action
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Reflection