A Change of Service Leads to a Welcome Change Academic Article uri icon


  • The library implemented a new service model focusing on improved expertise, efficiency, and morale during a period of leadership change and workforce reduction. Implementation of a Disney-type service model helped identify skill sets for departmental reorganization. Hiring methods targeted candidates that best fit expectations for the changing needs of the library. New service goals led to improved skills, better personnel matches, and increased dedication. Results included several University Library monetary awards, as well as patron comments that directly related to the changes. The goal-oriented plan implemented by the library addressed a work-force reduction and created a new, highly appreciated service model. © 2013 Copyright Taylor and Francis Group, LLC.

author list (cited authors)

  • Halling, T. D.

citation count

  • 0

publication date

  • November 2013