Taking librarians off the desk: one library changes its reference desk staffing model

What is it about?

This is a case study of the decision at Central Michigan University to take librarians off the reference desk. Departmental data on reference desk traffic and other ancillary functions of the reference department was used to make the case for moving to an on-call desk staffing model. Data collected since the decision was made has supported the change.

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Why is it important?

I am hoping that it provides helpful perspective to other libraries planning to make changes to their own reference desk staffing models.