Call us: Development of a library telephone enquiry service

Burke, L. and Beranek, L. (2006) Call us: Development of a library telephone enquiry service. The Australian Library Journal, 55 (3). pp. 211-223.

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Abstract

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 permanent feature of the library’s service in 2005.