Tag Archives: service

December 7, 2010, 10:20 am

Levels of Patron Assistance: too much pressure on the top? (another conceptual pyramid)

So the whole pyramid thing… An Assistant Dean turned me on to them. We were talking in my office and he saw my white board– we chatted about the engagement theory and he mentioned that over in Career Services they explored a similar concept based on services. In a nutshell, they offer a hierarchy of services attempting to match different student needs:

 

A student might come in and need help with a resume. While she might just need a handout describing formatting, she could be directed to a career planning professional. This might be similar to a patron asking where BF637.T5 A45 2001 is located. Rather than giving him a floor plan or directing him to the BF range, it would be like setting up an appointment with a subject librarian.

 

The sense I got from the Career Services example is that their model is directly tied to expenses. It costs them a lot in terms of salary and time to sit…

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