dc.contributor.author | Pierce, Stephaine | |
dc.contributor.author | Schilling, Amanda | |
dc.date.accessioned | 2019-06-18T18:33:56Z | |
dc.date.available | 2019-06-18T18:33:56Z | |
dc.date.issued | 2019-05-21 | |
dc.identifier.citation | Stephanie Pierce & Amanda Schilling (2019) Removing the invisibility cloak: Using space design to influence patron behavior and increase service desk usage, Journal of Access Services, DOI: 10.1080/15367967.2019.1614930 | en_US |
dc.identifier.uri | https://hdl.handle.net/11244/320352 | |
dc.description.abstract | In small branch libraries, patrons seeking assistance from library staff outside of the
dedicated single-service desk often results in large staffing inefficiencies. This paper
presents a case study in which the authors applied behavioral psychology models to a
branch library’s space arrangement to identify possible factors influencing patron service
point choices. A subsequent full space rearrangement was instituted which utilized human
behavior research, service desk design principles, and low-cost methods to create a space
that reduced barriers and influenced patrons back to the main service desk. The paper
reports on the 11-month study that followed and the impact the rearrangement had on
patron behavior. Results indicate that simple rearrangement of existing furniture and
equipment into new configurations have direct influence on service desk usage and can
encourage new patron behaviors. Space and human behavior are inherently connected and
library managers should establish goals for how they envision their spaces to be used and
arrange them in ways that encourage wanted behaviors. | en_US |
dc.language | en_US | en_US |
dc.subject | academic library | en_US |
dc.subject | space design | en_US |
dc.subject | service desk | en_US |
dc.subject | reference | en_US |
dc.subject | circulation | en_US |
dc.subject | human behavior | en_US |
dc.subject | floor plans | en_US |
dc.title | Removing the invisibility cloak: Using space design to influence patron behavior and increase service desk usage | en_US |
dc.type | Article | en_US |
dc.description.peerreview | Yes | en_US |
dc.identifier.doi | 10.1080/15367967.2019.1614930 | en_US |
ou.group | Other | en_US |