Like those at so many other institutions, McQuade Library’s reference services were at a crossroads. With the design of a 21st century commons on its building’s first floor, a growing demand for varied information literacy instruction solutions, a decline in traditional reference statistics, and a small reference staff, Merrimack College librarians reinvented service delivery in the Library and to the campus at large. Using information collected, they made data-driven decisions to create a vibrant blended model of service delivery: staffing a service desk in the commons area and offering reference services in a newly established, inviting Research Center. The result is rejuvenated reference throughout the building and the physical space of the college.
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renaissance: Today’s ideas for tomorrow’s cutting–edge services (pp. 79-
93). NY: Neal-Schuman.