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As the academic library landscape evolves to meet new challenges, many libraries are rethinking their public services models. In 2009, the University of California, Santa Cruz (UCSC) Library began contemplating major changes to public services as a part of planning for a new service desk in a...
The DocumentExpress Team, which is the ILL and document delivery unit of the library, has dramatically improved customer service orientation and service with the implementation of four change initiatives. These four, Patrons, People, Process, and IT, designated as the acronym PPPI, have...
Too frequently, and often too late, academic librarians learn of patron experiences involving problem patrons, misdemeanor criminal activity, or poorly secured areas. Regrettably, these experiences can irrevocably diminish perceptions of access to the vibrant learning spaces and services offered...
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