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The reconfiguration of the Ground Floor of the UNSW Main Library represents our most recent project at the Library. The project involved the creation of the ‘Help Zone’, which redefines the model of the traditional loans desk to be more in line with current retail models. Librarians are no longer locked behind a static desk, but instead roam and interact directly with customers to assist them in their loans or research enquiries.
“In comparison to a desk environment, I think the Help Zone is a big improvement. I have noticed that clients feel less apprehensive to approach me with a question, and are more forthcoming in the services they require. I have also noticed an increase in eye contact used with clients and better opportunities to use different communication skills. Clients are ready to converse and clarify with me the services they require, which is a situation I have found very different from a desk service environment. They also seem happy that there is no barrier between myself and them, and appreciate that I respect their personal space when conversing with them.”
Staff member from Menzies Library May 2011.