Call Us: development of a library Telephone Enquiry Service

Liz Burke, Lea Beranek
2006 The Australian Library Journal  
The authors detail the trial and piloting of a telephone enquiry service (TES) at the Bundoora Campus Library at La Trobe University in order to attempt to resolve the balance between telephone and face-to-face enquiries at the library service desk. They investigated various options throughout 2001 and 2002 and settled on a centralised service model where telephone calls are redirected to a central number. This model was trialled and piloted in 2003 and 2004 before being implemented as a
more » ... emented as a permanent feature of the library's service in 2005. Manuscript received March 2006 This is a refereed article With each new technology librarians have been able to expand services. With the invention of the electric light bulb, library hours were extended into the night. The telephone allowed librarians to serve patrons remotely. Over time, these innovations created greater demand for service (Barnello, 1996:8).
doi:10.1080/00049670.2006.10721853 fatcat:tf2tpittrbdttd5ylbe32p3tja