Assessing User Interactions at the Desk Nearest the Front Door

Conclusion

This study clearly illustrates that most contemporary library users do not seek services based on a library department name, professional jargon, or resource branding. Instead, they phrase their queries in the context of their end product needs or the problem being faced. As such, those working at any desk, including the one nearest the door, need to understand the actual services behind a departmental name and be able to apply a basic form of the information or reference interview to make an appropriate referral at the point of initial contact. In an academic library setting, depending on the organizational structure and spatial layout, an understanding of academic disciplines and interdisciplinary research topics also may be a requirement. The growth of computers as societal information tools causes a corresponding growth in user expectations for assistance in using and troubleshooting them. It is important that library administrations recognize the importance of the first point of contact between users and a library representative. This requires: (1) defining the purpose of the service point nearest the door; (2) clarifying both staff and user expectations on the scope of assistance it provides; (3) support resource development consistent with this definition; and (4) assessment of how effectively this is meeting user needs. As shown here, anecdotal reflections may have some substance and accuracy, but may not reflect a full picture of user needs.

Pixey Anne Mosley is Professor of Library Science and Head of Access Services, Texas A&M University Libraries, College Station. Preliminary results from this study were presented as a poster session at the 2004 American Library Association Annual Conference in Orlando, Florida. Submitted for review April 26, 2006; accepted for publication July 3, 2006.

References

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