Improving Access to Service Desks at the National Library: a Field Study

To provide suggestions to facilitate access to service desks in the National Library of Iran.

Data were obtained through observation and group decision making. First, guide signs and the current status of service desks availability were examined. Then, some meetings with 21 librarians working in the library's service desks and 29 members (in two groups), were held. The ideas were evaluated with the criteria of being executable and operational.

The session analysis yielded 241 statements in 11 categories. Concepts like guide signs (with a frequency of 38), need for librarian assistance in using facilities (35), and education (30) get the most attention.

In many cases, with minor changes in location, name and arrangement of service desks can increase the effectiveness of the desks for users.