April 11, 2021

Report: “Reconfiguring a Library Service Model to Reduce Exposure”

From a Council on Library and Information Resources (CLIR) Blog Post:

In response to COVID-19 in Australia, The University of Wollongong decided that students would now learn off-site, but at the time of writing, our domestic campus locations would remain open, including the University Library on the Wollongong campus site, albeit with significant restrictions to face-to-face services. 

At the library, we are committed to reducing the exposure of our frontline staff and avoiding unnecessary contact with others. Transitioning 90% of our staff to working remotely required a rethink of our critical client-facing services. Direct, face-to-face enquiries within the library building had to be addressed, and while we were already operating a proactive chat service through the Springshare client, there was a need to support the expected increase in live chat interactions, with the added complexity of most of those staff delivering the service working from home most of the time. 

Read the Complete Post

About Gary Price

Gary Price (gprice@mediasourceinc.com) is a librarian, writer, consultant, and frequent conference speaker based in the Washington D.C. metro area. Before launching INFOdocket, Price and Shirl Kennedy were the founders and senior editors at ResourceShelf and DocuTicker for 10 years. From 2006-2009 he was Director of Online Information Services at Ask.com, and is currently a contributing editor at Search Engine Land.

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