Service matters: Single Service Point as a collaborative and professional learning initiative for service excellence

Journal article


Chauvet, Marianne, Bourbous, Vicki and Liston, Frances. (2016) Service matters: Single Service Point as a collaborative and professional learning initiative for service excellence. Journal of Access Services. 13(2), pp. 80 - 90. https://doi.org/10.1080/15367967.2016.1161518
AuthorsChauvet, Marianne, Bourbous, Vicki and Liston, Frances
Abstract

Changes and innovations in higher education learning and teaching acted as a catalyst for rethinking the way in which service was delivered to library clients at Australian Catholic University. The Single Service Point was piloted at one campus library in 2014 to develop a best practice approach to service delivery. The merging of cultures within the library environment was achieved through committed leadership, with staff agreeing on shared values and goals and applying the university mission. All staff were responsible for seeking solutions to challenges and becoming autonomous in their professional development and training. Overall, in a Single Service Point model, service efficiency, excellence, and quality increased through staff teamwork, contribution, and collaboration.

KeywordsAcademic libraries; change process; collaboration; combined service desks; customer service; merging cultures; professional development; team planning; training
Year2016
JournalJournal of Access Services
Journal citation13 (2), pp. 80 - 90
ISSN1536-7975
Digital Object Identifier (DOI)https://doi.org/10.1080/15367967.2016.1161518
Page range80 - 90
Permalink -

https://acuresearchbank.acu.edu.au/item/8892w/service-matters-single-service-point-as-a-collaborative-and-professional-learning-initiative-for-service-excellence

Restricted files

Publisher's version

  • 6
    total views
  • 0
    total downloads
  • 0
    views this month
  • 0
    downloads this month
These values are for the period from 19th October 2020, when this repository was created.

Export as

Related outputs

Transforming practice and promoting academic excellence through collaborative cross-unit partnerships
Bourbous, Vicki and Bavaro, Tina. (2015) Transforming practice and promoting academic excellence through collaborative cross-unit partnerships. In In Michelle Schneider, Jade Kelsall and Helen Webster (Ed.). Connecting the dots: Collaboration across learning support professions in higher education to enhance student learning Innovative Libraries.
iPads: Outreach, collaboration, and innovation in academic libraries
Bruce, Freya, Bourbous, Vicki, El-Chami, Maria, Eliot, John and Howard, Sarah. (2012) iPads: Outreach, collaboration, and innovation in academic libraries. ALIA Biennial Conference. Sydney, Australia: ALIA.