In 2014 Oshawa Public Libraries optimized a branch renovation to develop and launch a new service model. Rather than redesigning and replacing the circulation and reference desks, we removed them. Management and branch staff developed a service model where the customer became the point of service in the Library. Elements of the service model include: RFID and express checkout technology, using tablets as reference tools to serve customers, and scheduling staff to zones rather than “the desk”. This model was rolled out to all 4 branches of OPL by the end of 2014. Join us as we discuss our experience in using technology to better serve our customers, the cultural shift for staff, the learning curve for customers and staff, what we learned about change, and where we are 2 years later.
Learning Outcomes
1. Designing pro-active customer service
2. Change management
3. Using technology for customer service
