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:

  • Increased use of library spaces – onsite visits across the University Library more than doubled over the last ten years, growing from 2.2 million in 2005 to 4.9 million in 2015.  Recent and planned improvements to user spaces in the Main Library will likely drive further demand;
  • An increasingly tiered approach to on-demand reference services and the development of a more robust referral system, including a recently launched project to deploy a system for scheduling research consultations and the proposal for a collaborator/ digital scholarship center in 220 Library that would integrate the Scholarly Commons and growing programs in the digital humanities in a flexible space supporting consultations, instruction, events and group study and collaboration;
  • The relocation of the Classics collections to 225 Library which presents an opportunity to relocate backroom operations to the 4th floor, opening up-a prime, high-traffic location for user-facing services.

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).

Typically there is a two consecutive term limit.


  • Sara Holder, Chair(Nov 2016 - Aug 2018)
  • Carissa Phillips(Nov 2016 - Aug 2018)
  • David Morris(Nov 2016 - Aug 2018)
  • Wendy Gregory(Nov 2016 - Aug 2018)
  • Richard Stokes(Nov 2016 - Aug 2018)
  • Cara Bertram(Nov 2016 - Aug 2018)
  • Greg Knott(Nov 2016 - Aug 2018)
  • Cherie' Weible(ex officio - Interim Assoc. Dean for User Services)
  • Jeff Schrader(ex officio - Assoc. Dean for Facilities)

Additional Committee Information

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.

Previous Members

  • Peg Burnette(Nov 2016 - Aug 2017)

Meeting Details


 Interim report and preliminary recommendations – December 15, 2016

  • Articulate a service delivery model that situates the 1stfloor service points within the broader service ecosystem of the University Library system as a whole and the Main Library in particular;
    • Further develop and define the “referral and appointment” model of “just-in-time” access to subject and functional experts proposed in the Reference Management Team’s Potential New Models (February 25, 2016) report;
    • In consultation with the Humanities and Interdisciplinary Scholars’ Collaboratory Strategy & Planning Group, explore opportunities to connect and align services, both through referrals as well as potential opportunities to share and/or reallocate subject and functional expert hours from the VR/Info Desk to the collaboratory/digital scholarship center;
    • Outline major functional requirements for the service point and associated user spaces (e.g., # of walk up computers, service desk for # staff and #simultaneous users, private consultation space holding # of people, etc).


 Final report – February 15, 2017

  • Finalize the service delivery model;
  • Recommend a staffing model, building on the options proposed in the Reference Management Team’s Potential New Models (February 25, 2016) report;
  • Finalize functional requirements for the service point and associated user spaces;
  • Work with Library Facilities to develop a renovation plan based on the functional requirements and create a budget for renovations, furniture and equipment;
  • Outline a plan for the ongoing assessment of the service and space improvements focusing on impacts and outcomes and including metrics and other means of identifying whether the desired outcomes have been achieved.