12th ALIA National Library Technicians Conference
9-12 September 2003
Bridging services - embracing reality

The Circulation Desk

Glenyce Surtees, co-ordinator, library and Information Studies, TAFE Tasmania

Abstract

This paper aims to illustrate the importance of the circulation desk to the overall function of the library. It will discuss aesthetics and how this central point of contact fits into the 'feel' of the environment, and it will cover the practicality of its design and more importantly, the interaction that takes place there.

We will go on a virtual tour of different types of libraries, looking at their circulation areas and meeting their staff and clients. During this time we will examine what it is that staff like most about their desk or client access point and what they feel could be improved upon.

But more importantly, we look at what it is that a staff member needs to be to ensure that their library is an efficient and effective place of business that offers a superior service. The requirement for library staff is that they have the recognised skills to carry out the required tasks, but is that enough?

The conclusion will show that having the best circulation desk does not ensure the best provision of service. It is what happens at the desk that matters. A quality service depends on the positive interaction between an expert staff member and their client.

Introduction

As a library Studies teacher with TAFE Tasmania, I am based in Devonport, which as most of you will know, it is recognised as the gateway to Tasmania. Bass Strait has become even smaller now that we are to have a third ferry offering a different

route to our island state, and with busy airports throughout, it really is a destination to aim for.

We have wonderful scenery, clean, fresh air, an easy going lifestyle that does not include 'the rat race', and of course, the best library system in the world. All city and regional branches of the State library of Tasmania, most Education Department Libraries (and soon most non government schools), TAFE Tasmania and other departmental libraries use TALIS, the state's very own catalogue. This enables a unique sharing of resources.

Now, if that is not enough to entice you to visit us sometime, I am going to take you on a very inexpensive visit to the North West Coast of Tasmania.

As a teacher and workplace assessor in the library and Information Services sector, my role takes me into many varied library situations. These libraries range from large and small public libraries, primary and secondary schools and colleges, university and special libraries. I realise that this makes me very privileged as most people, whether they work in them or patronise them, usually only frequent a select few establishments

Whilst some of my visits are to assess trainees in the workplace, others are as excursions with class based students. These are conducted as a learning experience, looking at all of the different facets found within a library. The areas that we are always concerned with during library tours include the services and facilities provided to clients, the type of work carried out by the library Technician/s in particular, the design and physical layout of the library and any affiliated workrooms and storage space.

More often than not concentration will ultimately end up on the circulation desk itself, how attractive it is, and how practical and functional it is. The circulation desk is always the focal point in any library or information agency. It is the point of contact for the transactions that take place and it is important that both the staff and the clients feel comfortable there.

I have seen so many different types of desks; indeed no two are the same. They can range from exquisite timberwork that has taken on an art form to the most basic 'make do' cupboard top arrangements. As with most situations, we can have the 'grass is greener on the other side' syndrome, and I often hear the cry of 'if only we could have a new circ desk.'

Well, let's have a look at a few of these workspaces and see if there are some ideas that you can take back to your library.

Robert Sticht Memorial library

Named after an early west coast mining pioneer and library supporter, this was the name given to the town's older public library. When a new TAFE building to replace the old School of Mines was planned for opening in 1977, it was decided to build a new joint use library for both the TAFE and public clients, and to retain the name.

Helen Dunford is the TAFE Librarian responsible for this library. After some years living in Queenstown, Helen now lives and works on the North West Coast, but travels down regularly as TAFE's contribution to the staffing. Kate Petelski is a library Technician who completed her training in Hobart before obtaining this position last year. She and relief staff members are employed by the State library of Tasmania.

The circulation desk in this library is indicative of mid seventies design, L shaped, with metal legs, wooden façade and a green laminex top. Not very exciting you may think, but it is very practical and user friendly.

This well positioned desk is close to the public access doorway from the street and is right in front of the staff workroom. The original built-in facilities for borrowing cards and stationery have been modified for computer housing, there is plenty of storage underneath and the photocopier sits beside it. All aspects of the library can be seen from a sitting position at the desk, including the access door from the TAFE College, and the adjacent Online Access centre.

What is special in this library is the atmosphere. Although grey on the exterior, the wooden shelving on the walls and between the long narrow windows gives the whole environment a very warm and homely feeling, a necessary consideration given to a public building in a locality known for frequent bad weather conditions.

Clients of this library include the residents of Queenstown and Strahan, TAFE Tasmania students and staff, tourists and those locally and from far and wide who are interested in the local history collection held there.

As is the way with all small town communities, any impending loss of services brings out the best in the locals and this particular Friends of the library group is one that is the envy of larger towns and cities.

Wynyard High School library

The library Technician who has been looking after this library for the last thirteen years is Narelle McCray. Narelle had the position before she began studying for her qualification and whatever subject or unit she was doing, it was always implemented in a practical way in her workplace.

This library was built with the school in 1986 and was starting to show its age, particularly to the majority of the clients who, of course, are teenagers. Teenagers themselves are recognised as the group most resistant to becoming regular library users in the public library sector. In a High School although they may be 'captives', any changes that may make them feel more comfortable is worth looking at.

Here is an excellent example of a very low cost revamp of the circulation desk. It is a real case of more dash than cash. The small solid wooden desk simply had a sheet of Mini Orb corrugated iron clad around the front of it, and a sheet of bright blue Laminex adhered onto the top. There has been no structural change to the desk at all.

To add a bit more dash, the wall behind was painted in a vibrant colour. The school handyman was capable of completing the task himself, which added to the cost efficiency.

From a practical point of view, this desk has always worked well. It is used solely for circulation purposes and because of its small compact size, it is not difficult to keep tidy. It is located centrally in the library, just outside the workroom and in full view of Narelle's work desk.

For Narelle, the only downside that she finds is that as the desk is not close to the door and therefore the security gates. These clients who have been encouraged to enjoy their surroundings, will try to test out the security system, as they will in all school situations.

Marist Regional College Resource Centre

Marist Regional College sits high on a hill looking out to the sea. The college was built in 1959 and has always had a library in some form or another in various locations, until a more permanent one was established in a building program in the 1980s. However, with expansion of the school it self, a new purpose built resource centre was incorporated in the planning in 1995.

The Librarian here is Catherine Woodberry, and the technicians are Kaye Dunn, Susan Bracken and Rosemary Melville.

This library was to be quite large as the school caters for Grades 7 to 12. The new facility has two classrooms, a large workroom and staff offices and houses the newer technologies so necessary in today's secondary school libraries. The new Circulation Desk features as a visually attractive central point, and meanders along in front of the offices and workroom, keeping them private but easily accessible. An architect designed the desk, but staff were consulted regarding its function and practicality.

It is constructed of laminated craftwood and has polished timber features. It was prefabricated and moved to its upstairs position in three parts. Every inch of the curving in and out design has been utilised. There is a ledge running along the front for client use with another one along the top that shields the actual work areas, leaving an uncluttered appearance to the service area. There are seating positions for three staff behind it, and the most used class resource sets (RE, SOSE, English) have a space where they can be kept in readiness for the next users. The storage underneath is mostly used for the Games Club, with Chess, Scrabble, Battleships and Yahtzee as well as UNO and other card games

The staff here really do enjoy the space that they have. Some added benefits are that queues do not impinge on the actual library space and book returns are most convenient.

However, there have been some problems. The desk was designed specifically for the computers that were in use at the time. With the roll out of new machines that were bulkier, the bench was found to be too low for them and a place had to be found for the keyboards. This meant that staff had to sit side on to the screens. Although they did have to endure this situation for a time, it was recognised as an OHandS issue. Staff now have next generation computers with unobtrusive flat screens and obviously more room than ever.

Ulverstone Branch library

Ulverstone is the biggest of the State library of Tasmania's branch libraries. Glenys Apps is the Senior library Technician at this library. Peter Cunningham, Norma De Vries, and Joan Finearty are among the other technicians in either full time or part time positions along with those on a relief roster.

This library was purpose built in 1986 as part of a Civic Centre project and now has the local online access centre adjacent to it. Although there is only one door into this library, the circulation desk itself does have in and out sides. The desk is a rectangular shape with workspace in the centre. As one walks in to the library space they walk past the side of the desk that is for returns and then walk out past the issuing side.

This is the second desk for this library. The previous desk was quite small, so a larger one was envisaged. The new one was made as part of renovations completed in March 2000, and is made of timber-laminated craftwood with industrial Laminex on the benchtop. The desk has plenty of storage behind it and underneath with pigeonholes for book repair and items on hold. Consequently there is nothing on the floor and the area is very easy to keep tidy.

However, staff do find that it has its problems. In fact, it is too big! The design was governed by load bearing pillars and with those restrictions in place; the result is a desk that they find is not ergonomically friendly. There is only one spot where it is possible to sit down, as there is not sufficient knee space. There is more ground to cover between the issues and return sides and in some instances staff find themselves cut off from clients by a dividing wall at one end.

Leighland Christian School library

This school has a wonderful aspect. It situated right behind sand dunes and the sound of the sea gives it a fresh and invigorating feeling.

The teacher librarian here is Bev Clarke and she has Yvonne Williams and Grant Nauman as her indispensable staff. Like Bev, Yvonne and Grant have begun their careers as library Technicians and are now continuing their professional development by undertaking a degree course with Curtin University.

As with most private Christian educational facilities, this school had a small beginning and has grown and developed further as the student intake has increased. During the last building phase that was going up as well as out, the new library space was allocated to an upper level. An architect on the school board assisted with the planning and with an ear to the ground, came across an opportunity to access a desk that was to become available in another library refurbishment.

This big L shaped desk has proved most practical, and more so as it is combined with an adjacent workstation. The grey colour of the laminated top and front has been repeated in other library furniture to make sure that it fits in to the overall aesthetics.

There is plenty of space behind the desk and on top as well, where the booking sheets for facilities are kept. Drawers underneath are used for the cash box, periodical indexes, current use videos, CDs and recycled paper for handing out to students. There is also space for resource boxes, printer and rubbish bin.

One of the adverse points for this service area is that as the school caters for kindergarten up to year 12, the desk is too high for the little people. To alleviate this, the issues and returns are done for them in bulk, which is not a problem as it is standard practice at this school for the teachers of all grades to be encouraged to handle circulation procedures during library classes.

The other problem area with this desk is that the computer space is 'stuck' in the middle. In fact it is seen as a central feature of the whole construction. Although it would be handy to be able to put the monitor to one side, there really is no option here.

Forth Primary School library

Forth Primary School is rather close to my heart and my home. It is in a small country town where the old school bell still rings out regularly throughout each day. My five children attended this school and they all played in the big old walnut tree that was in the yard, complete with tree house, and used exclusively by the kindergarten children. As is the way with most schoolyards now however, anything that may cause injury must go. With a building program in place, the tree was eventually removed, but as it had been such a feature, it was decided to use the wood for the circulation desk in the newly relocated library.

The Forth Primary School complex now accommodates two hundred children, but it was originally built in 1870, and has certainly grown beyond its original two rooms. The new library now takes up one of those large rooms with its high ceilings, and light from the large front windows.

The procedure for the wood from the Walnut tree to become a desk and a sculpture, included a grant of $15,000 obtained through the Art for Public Buildings Program, and the result is not only a work of art, but also a fully functional library circulation desk and workspace. Other Tasmanian timbers featured in the construction of the desk include blackwood and blackheart sassafras.

Julia Botting is the library Technician here. Julia began her library career working in the school library on King Island for a number of years before moving to our mainland. She spends half of her week at Forth and the other half in another primary school library in Ulverstone.

The work area of the desktop is in three levels and made of the solid walnut. The lower level is used for book preparation and repair and the open middle level for client service. These levels are used by Julia while seated. The higher level is used for tasks that are easier to do in a standing position. Underneath has drawers and storage space for all of the paraphernalia that usually accumulates in these spaces.

For Julia, the solid walnut bench tops have been a bit of a worry as staples contributed to scratches almost immediately. She has added sheets of heavy duty plastic to protect it, but realistically though, the fact that it is solid does mean that it can have the scratches rubbed out or sanded back.

Reece High School Information Resource Centre

Did Confucius say any thing about what can rise from the ashes? Or is just that every cloud has a silver lining? One day Reece High School as we knew it was there, and the next most of it was in ruins. An arsonist had been at work and for almost two years, the two high schools in Devonport had to share learning accommodation.

The decision was ultimately made to rebuild, and in that process, to use all of the very latest in building materials as well as technology. Prakash Nair, an architectural planner from New York, known for his work with educational establishments, was consulted by the Tasmanian Education Department, and with his input this library has been designed not only as central, but also as the 'eye' of the school, complete with an eyelash!

This circular, million dollar building has been constructed from rocket ship materials, and although it won't take off, it does have materials that would help it to re-enter the earth's atmosphere! But let's concentrate on the interior.

The teacher-librarian here is Rosemary Paton, and the library Technicians are Lyn Orr and Judith Bramich. Rosemary has always promoted the use of technology by students and most of her time is spent 'on the floor' with them while Lyn and Judith manage the library routines for her.

Staff and students were encouraged to have input into the overall design of this new facility, and all requests were taken in to account. One request that staff have accommodated is the request by students to be able to eat and drink in the library, naturally under supervision!

Low book shelving radiates from the central hub of computer terminals, while more computers are along one section of the large service desk. The circulation area itself is both aesthetic and practical, with a large open workspace behind. The desk is of wooden construction with a blackheart sassafras veneer bench top and front.

Staff originally thought that the area would be too big, but remember they had come from cramped temporary conditions. The top of the desk is certainly taken up during the issue and return of the 24 laptops between each class changeover. Behind the desk is taken up with drawer space and the usual receptacles for the miscellaneous equipment and items that are usually housed behind a circ desk

Part of the large area behind the computers is used for the equipment for MATV, but another part of it has not been utilised as planned. Slots were built in to house laptops and the carry bags, but this was not secure and not ideal for recharging purposes.

They are now housed on purpose built trolleys that are locked while recharging takes place. Plans are now in hand to have this space in the desk modified to accommodate the trolleys.

Miandetta Primary School

Miandetta Primary School was built in 1970, in a subdivision on a hill overlooking Devonport and the Mersey River.

Sally Briant is the library Technician here. Sally completed her Diploma at Devonport and is currently completing the newer Teacher Aides qualification. Her completed library studies enabled her to gain recognition for six units, two core units and four electives. Sally then wishes to go on and complete the Advanced Diploma of library and Information Services.

This is a tiny library with red brick walls and a darkish carpet. There are windows all around up by the ceiling, which means that the light is able to come in, but the walls are left free for shelving. Other resources that Sally looks after for this school, including teacher reference and book hire are housed in another part of the building, close to the staff room. Sally is in the middle of adding her resources to the TALIS database and will be fully online with the rest of the Tasmanian libraries by the end of this year.

Sally was able to design this new circulation desk herself, and the light colour chosen was repeated for refurbishment of the student tables and stools, ideal as a contrast to the darker colours in the library.

The desk fits snugly in front of the compact workroom, and is angled for easy access by students through the library doorway, without using up too much valuable space. Made of serviceable laminated craftwood, this simplistic design is perfect for a small space.

The centre of the desk has a return slot and hidden behind that is the dump trolley, which of course can be pulled out for ease of access. Other shelves behind hold the necessary computer equipment and miscellaneous bits and pieces.

Customer service

We leave our 'tour' there, and think for a moment about what it is that makes a truly great service area for library clients. I have shown you only a selected few of the many, many different types of circulation desks that are out there, not only in my home state, but all around us, both in cities and in country areas. All of them are completely different, and I would really recommend to all of you to make time to go and visit some, whether in your own local area or when you are visiting another location. These opportunities are great for gathering ideas on library layouts and furnishings or equipment, as well as work practices and routines, and of course, that all-important networking.

But let's ponder a moment. Are the prerequisites for having the perfect circulation desk to be found in the budget or in the space available? Are they hiding in the priorities of management, the material or the design, or is it in fact, in the way that the business is conducted over it? Although we have looked at all of these service areas with regard to practicality and aesthetics, and we have looked in and around and underneath, you will have noticed that it is not until we see someone behind them that they become real. And even more so when we look at all the different types of clients that we serve.

Library staff have a responsibility to provide clients with access to the information resources that are required in that establishment. This access includes facilities that are practical and appropriate, such as space for study or research, and comfortable and practical furnishings that are ergonomically correct as well as pleasing to the eye. Put this together with interesting visual displays and an attractive environment that is safe to work in, we should have all of the essential ingredients to service them. But have we?

In our own every day lives, we are clients of various organisations, be they retail, hospitality, health or government departments. We already know that it is the human aspect of customer service that sets any service area apart from any other. It is what happens over the desk (or counter) that makes it an efficient and effective place of business.

In our situation, the people behind circulation desks have usually gained an appropriate qualification that ensures that they have gained all of the knowledge and skills required to service the clients of a library or information agency. There are many that help us interact, most importantly well honed communication and listening skills, mixed with a balance of common courtesy and consideration, simple requirements that we appreciate from the organisations that we are customers of.

However, it is only natural for us to find that at times we wane and that we may have lost some of our earlier enthusiasm for pleasing our clients. May be we are just tired, or feel pressured. Stress levels tend to build up from many aspects of life at work or at home, and finding that right balance between personal life and career can be difficult at times. It can cause anguish when an expectation from each clash, but it is important to work on it. After all, this is what we studied for, and it is a great job that offers a huge variety of tasks and provides a wonderful sense of achievement and satisfaction.

So what can we do if we find that we could, (or should), improve our customer service? How can we become even more focussed on our clients to ensure that our prime place of business is such that we are able to give ultimate service?

First, we need to look at ourselves, or at least look after ourselves on a physical level, and each individual here knows exactly what that means to him or her personally. If we think about what we should do to function better, then we really need to get in and do it. It may be as simple as adopting a healthier lifestyle, or it might mean consulting some outside help. Feeling less than 100 per cent means that we cannot perform at 100 per cent.

Another area that we can look at for ourselves is the big A, and a positive one at that. Without the right attitude, life itself can get really tough. We can be dragged down by all manner of things that can crop up just about anywhere. That is, if we allow them to! Maintaining a positive attitude not only helps us get through the day, through workplace changes that are placed upon us, and through our dealings with clients who are not always the easiest, it can actually give us new found energy and purpose. It is something that we can work on and succeed at.

But what if we are part of a team that is looking at improving their customer service? Having some regular time put aside for this very purpose is the most productive method to achieve real progress. Brainstorming ideas, consulting resources that are already on your shelves, and asking for customer feedback are powerful mechanisms that can assist any reluctant staff member to become inspired.

But there is still something else that we can all do, even before we attempt to cover the issues that I have mentioned. SMILE. The most it will cost you is a tube of toothpaste, but the effect it has on you, your work colleagues and your clients is well worth it. We know that fewer muscles are needed to smile than to frown, and we know that consequently (as we were told as children), that has to be better for our looks in the long term!

But that smile is saying something too. It says 'I like being here, I enjoy my job, I look forward to the challenge that every client brings in the door, and I love it when I help them find what they are after.'

That smile is displaying an attitude; it says that you are approachable and that you are willing to assist your client.

Conclusion

When you return to your respective workplaces, have a look at your circulation desk, see if there is anything that you can do to improve it in any way. Also, discuss with your fellow employees some of the points that I have raised that could assist with improving your customer service.

But more importantly, think about you and what you will have gained from this conference overall. I have always found that attending conferences has given me a sense of renewal, a reawakening of all that I have learned in the library field, and new knowledge and information to take me further From here you will have gathered enough inspiration and enthusiasm to attend to the things that you have identified as areas to work on, all of which will enable you to thoroughly enjoy this, your chosen career.

I wish you well.

Biography

While completing library studies, Glenyce gained employment at the local TAFE college library and in 1991 became the course co-ordinator for the library and Information Studies Program at the North West Campus of what is now TAFE Tasmania. Over the years, as changes have taken place, both within TAFE and with the structure and delivery of technician training, Glenyce has upgraded her library and teaching qualifications. As a promoter of lifelong learning, she will continue to do so. She was the inaugural president of TALIATecs and was on the program committee for the Hobart Conference in 2001.

Although Glenyce's position at TAFE includes face to face on campus teaching, it also involves travelling around the North West Coast, including King Island, to assess regular students and New Apprentices in the workplace. Glenyce is also responsible for the co-ordination of the statewide panel of LIS teachers who oversee the validation and moderation of assessments.