A Change of Service Leads to a Welcome Change Academic Article

abstract

• 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.

authors

• Halling, Thomas

published proceedings

• JOURNAL OF LIBRARY ADMINISTRATION

author list (cited authors)

• Halling, T. D.

citation count

• 0

complete list of authors

• Halling, T Derek

publication date

• January 2013

publisher

• Taylor & Francis  Publisher

published in

• Journal of Library Administration  Journal

keywords

• Disney
• Expertise
• Management
• Service
• Specialization

Digital Object Identifier (DOI)

• 10.1080/01930826.2013.882197

start page

• 429

end page

• 438

volume

• 53

issue

• 7-8

URL

• http%3A%2F%2Fdx.doi.org%2F10.1080%2F01930826.2013.882197