'Roaming' helpers come to you

Library staff will be 'roaming' the Berwick and Caulfield libraries seeking out users looking for assistance to trial a new 'on the spot' help service.

The aim of the trial, to run from 8 August to 2 September, was to "take the help service out from behind desks to the point of need – at computers, amongst the shelves and in the study areas," said the library's director of client services (science, health and engineering), Wilna Macmillan.

Staff, wearing orange 'Here to HELP' badges would patrol busy areas at various times offering assistance she explained.

"Often people don't want to have to get up from the computer or they don't feel comfortable approaching staff at a desk. We hope having help available on the spot will assist these people using the library for their studies."

Ms Macmillan said the aim of the trial was to ascertain demand for an ongoing 'roaming help' service as well as provide some information on the best hours to run such a service, common questions asked and staffing expertise required.

To help evaluate the service library users at Caulfield and Berwick are being asked to complete a short online survey.

Ms Macmillan said further trials of the service would be carried out at other branches later in the year.

"Depending on the findings, we could begin incorporating 'roaming' help into our suite of help services at branches in 2006," Ms Macmillan said.

9 August 2005

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Staff, wearing orange 'Here to HELP' badges, will be offering 'on the spot' assistance to library users during the trial.