Several authors collaboratively wrote an article on Albertsons Library’s renovation of the ground floor to establish a single service area and foster a more inviting environment for library patrons. The initiative stemmed from program prioritization in FY14. The article, “A cautionary tale: Merging library service points and department cultures amid internal change and external disarray” by Tracy Bicknell-Holmes, Mary C. Aagard, Shelly Doty, Ellie Dworak and Georgann Kurtz-Shaw, traces the project’s evolution and highlights the difficulties caused by the COVID-19 pandemic, rising expenses, personnel changes and leadership transitions. There is limited research available on the pandemic’s effects on library services of this kind.
The authors encourage libraries undertaking single service point models to: recognize the differences in transactional versus consultative or experiential interactions; acknowledge and build around cultural differences in units; incorporate assessment of user needs into planning; integrate impact and success assessment into ongoing service delivery; and maintain a clear vision of project goals, expectations, and personnel responsibilities throughout the entire project, particularly during staffing and leadership transitions.