Creating the ‘Miracle Mile:’ Centralizing Service Points to Improve Customer Service
(Rice University, July 14th, 2011)
Joshua Q. Denby, Information Services Manager (jdenby@central.uh.edu)
Lee Andrew Hilyer, Head of Information & Access Services (lahilyer@uh.edu)
University of Houston Libraries
Things to Consider Before You Consolidate Service Points:
- Look at the physical space your service points occupy and think about the costs of any integration or changes.
- Cross-train as early as possible (preferably before the integration occurs).
- Create a one-stop knowledge base for staff (we use Microsoft SharePoint) to find information they are unfamiliar with.
- Blending staff – issues on shared versus separated tasks/duties:
- Will some duties continue to be the domain of one staff (money handling, etc)? If not, what is your timeline for full integration?
- Also consider each manager’s style and policies (e.g., one manager allows food, another does not, social media, etc.).
- Transition period: Don’t expect patrons to “get it” right away. It will take a while for them to get used to the new layout.
- Leave room for any reference materials at your new combined desk.
- Update your flyers, brochures, webpages or signage that identify separate desks.
- Integrating scheduling of student staff.
