Bibliographic Details
| Title: |
Call Us: development of a library Telephone Enquiry Service. |
| Authors: |
Burke, Liz1 lizburke@dodo.com.au, Beranek, Lea2 l.beranek@latrobe.edu.au |
| Source: |
Australian Library Journal. Aug2006, Vol. 55 Issue 3, p211-223. 13p. |
| Subject Terms: |
*Library public services, *Information services, *Information resources management, Library telephone reference services, Management information systems, Information science, Telecommunication systems |
| Geographic Terms: |
Carlton (Vic.), Victoria |
| Company/Entity: |
La Trobe University |
| 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. [ABSTRACT FROM AUTHOR] |
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| Database: |
Education Research Complete |
