A
closer look: The Issue Desk team
In previous issues of
Liblink we highlighted the role and
work of two of the Library’s three
divisions, namely Collection
Management Services (CMS) and
Planning and Administration Services
(PAS). In this piece we focus on the
role of the Library’s Issue Desk
team who together with the
Information Desk team, Subject
Librarian team, Inter-library Loans
team and Shelving team form the
Library’s Information And Public
Services (IPS) division.
IPS is responsible for the direct
delivery of high quality, user-centered
library services to the university
community. Our dedicated Issue Desk
team ensures the Library provides
users with a timely, equitable,
courteous and highly efficient issue
and reception desk service. With
the support of staff from the
Library’s CMS and PAS divisions,
service desks remain open late in
the evenings and on Saturdays.
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The Issue Desk
team play a key role in ensuring
Library users enjoy a quality “user
experience” in their use of, and
interaction with the Library. Staff
are supportive, friendly and highly
professional in their dealings with
users. All Library staff receive
customer service training and aspire
to the highest customer service
standards.
The main responsibility of
the Issue Desk team, under the day-
to-day management of the Issue Desk
Supervisor is the efficient issuing
and discharge of all library
material and the smooth operation of
the Library’s Reception Desk
service. A dedicated Library
Reception Desk was introduced in
2000 when the Library moved to its
new building. The desk is the first
port of call for users and visitors
to the Library building and ensures
their initial encounter with the
Library is positive, friendly and
informative.
As well as being the service point
for borrowing and returning library
material, the Issue Desk also acts
as the Library’s retail point where
users can purchase computer disks,
photocopying cards, acetates,
network cables and the Library’s
indispensable “Citing & Referencing
Guide”.
The Issue Desk team also provide
telephone support to Library users
in relation to renewals,
reservations and account details.
Users can also avail of self-service
options online via the Library’s web
OPAC. |
Front row (l-r)
Catriona McLaughlin (Issue Desk
Supervisor) & Eadaoin Ryan
Back row (l-r):
Chris Chennaux & Erik Salholm |
Front row (l-r):
Colm Priestley & Martha Coyle
Back row (l-r):
Rachel Hill & Samantha Seery
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Front row (l-r):
Shauna McDermott & Julie Whyte
Back row (l-r):
Paraic Elliott & Mary McDonnell |
This year the Library is
investigating the introduction of
self-issue machines which will support
the work of the Issue Desk team and
provide additional service options to
users.
There are several peak busy periods
throughout the year, placing specific
and additional demands on the Issue Desk
service, namely the registration of new
students, exam periods and graduation.
However, whilst queues may ease from
time to time, staff remain busy
following up on essential administrative
duties which ensure the smooth and
effective operation of the service.
Ongoing administrative tasks carried out
by the team include:
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overseeing
the day-to-day delivery of
the library’s photocopying
service |
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cash
administration procedures |
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the
management of all reserve
items |
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collation of
all relevant statistical
information
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processing of
all graduate/external
membership requests |
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liaison with
Registry and Finance Office
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support
services to Subject
Librarian team |
The
Library aims to continually improve the
quality of the Issue and Reception Desk
service we offer to our users. We
encourage users to share ideas for
improvement with us by discussing
suggestions or problems with staff at
the service desks, or by emailing us at
issuedesk@dcu.ie |
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