The evolution of service: a technical services perspective

The behind-the-scenes work of Technical Services (TS) often goes unnoticed by the library patrons. However, they stand to benefit the most from innovative approaches in TS that curtail the challenges of shrinking budgetary and personnel resources. Leveraging existing technology, departmental reorganization, outsourcing and cross-training can help a library weather hard times and improve service at the same time. Qualities that create a good customer service workforce in Public Services can help coordinators for acquisitions, cataloging and processing to function more effectively. Relationships between library technicians, campus staff and faculty, and external contacts evolve as the tools we use to perform our work change. This paper will explore what Technical Services departments can do to improve service, using an academic library as a model.