Removing the invisibility cloak: Using space design to influence patron behavior and increase service desk usage

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dc.contributor.authorPierce, Stephaine
dc.contributor.authorSchilling, Amanda
dc.date.accessioned2019-06-18T18:33:56Z
dc.date.available2019-06-18T18:33:56Z
dc.date.issued2019-05-21
dc.description.abstractIn 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.description.peerreviewYesen_US
dc.identifier.citationStephanie 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: 10.1080/15367967.2019.1614930en_US
dc.identifier.doi10.1080/15367967.2019.1614930en_US
dc.identifier.urihttps://hdl.handle.net/11244/320352
dc.languageen_USen_US
dc.subjectacademic libraryen_US
dc.subjectspace designen_US
dc.subjectservice desken_US
dc.subjectreferenceen_US
dc.subjectcirculationen_US
dc.subjecthuman behavioren_US
dc.subjectfloor plansen_US
dc.titleRemoving the invisibility cloak: Using space design to influence patron behavior and increase service desk usageen_US
dc.typeArticleen_US
ou.groupOtheren_US

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