Library Committee Handbook

1st Floor Central Service Point Planning Group

Building on an idea originally proposed by the Main/UGL Hub Management Team and Main Library unit heads in 2015 and updated by the Reference Management Team in February 2016, this Team will develop an operational plan for the relocation of the central walk-up reference and referral point to the 1st Floor of the Main Library at the junction of the North/South and East/West hallways.


Responses to LibQUAL surveys as well as the directional questions fielded throughout the Main Library demonstrate the challenges users face in navigating this facility.  Various proposals over the years have called for a central service point on the 1st floor in order to provide a welcoming service presence and a highly visible triage point connecting students and scholars to experts and collections throughout the University Library.  Recent developments make this long-desired service improvement more feasible and more imperative:



The Framework for Strategic Action, 2015-2018 highlights the need to “ensure an integrated and coherent user experience of library services focused on user success” (Strategic Direction 2)  Relocating our central service point to a location visible from all three first floor entrances in the Main Library furthers that goal.  Establishing this service point as the anchor for a triage-based referral and appointment model providing “just-in-time” access to subject and functional experts will help to “optimize discovery of, access to and accessibility of all library resources, collections and services” (Strategic Direction 2a) and “systematize access to library experts (Strategic Direction 2b).




 Interim report and preliminary recommendations - December 15, 2016


 Final report - February 15, 2017



Reference Management Team members

Carissa Phillips

Head, Research and Information Services

Sara Holder, chair

Social Sciences Research Services Librarian     

Peg Burnette

Central Access Services Patron Services

Richard Stokes


David Morris

University Archives

Cara Bertram

Civil Service

Wendy Gregory


Greg Knott

Submitted to the Library Executive Committee August 10, 2016. Drafted by JoAnn Jacoby with input from Carissa Phillips, Beth Sheehan, David Ward (authors of the February 25, 2016 Reference Management Team report,
Main/UGL Hub Service Point:  Potential New Models) and Jeff Schrader.