During the 2011-2012 academic year, the College of Charleston’s Addlestone Library merged the Student Computing Support Desk and the Reference Desk into a single Information Desk service point in the center of the main floor of the library. At the new desk, students could receive research assistance as well as computer assistance all in one place. Workers at the newly combined desk included library staff, IT staff, and student peer staff. This innovation session will demonstrate how we used an internal Information Desk Google site to streamline workflows and get everyone working together.
Attendees can expect to learn how the site streamlines workflows by locating disparate types of information in one place. Highlights of the site that will be demonstrated include embedded schedules, an online directory including after-hours cell phone numbers that accept text messages, shift coverage and trouble report forms, an online filing cabinet for essential documents, training modules, and a procedures wiki. Although this site was used in a public services setting, the concept can be applied to any department. The site is especially appealing to student workers because it is optimized for use on mobile phones. Members of the audience will be invited to share ideas about how this type of solution could be used to streamline their own workflows.
