Service Desk Working Group

Purpose: The purpose of this team is to ensure that Hesburgh Library users have a seamless user experience. The team will develop strategies and best practices to inform and train students, staff, and faculty who work at service points on the first and second floors of Hesburgh Library so that our users will get the help they need in a simple and timely manner.

Working Group Leader Helen Cawley. Leadership can be rotated.

Sponsor(s): Mark Dehmlow

Decision-making scope: This group will be able to set procedures and best practices for delivering services at service points. They may recommend policy changes for consideration and will design and supervise training activities for all library personnel working at library service points.

Time Frame: Standing team

Core Working Group: Helen Cawley (Ask Us), Rob Kolic (Library IT/Tech Commons), Michele Shaw (Circulation/Branches), Abby VandeWalle (Circulation), Julie Vecchio (NFCDS).

Consultants: Randy Harrison (MediaCorps), Zach Wilfert and Chris Gillis (OIT Tech Commons), Other library service desk managers, such as RBSC, Archives, Medieval Institute, and branch library coordinators.