Publication Details

This article was originally published as Dee, D, Client service: competencies and communication, inCite, 30(9), 2009, 22.


Long recognised for its philosophy of quality and service excellence, the University of Wollongong Library recently restated and simplified its key client service goal to read exceptional service. Achieving this bold promise included revisiting our commitment to training and development and improving sustainability through initiatives and innovation. Two recent developments are ensuring that this promise is being met. Significant increases in student numbers, bringing with them highly diverse needs and expectations have challenged established approaches to service delivery. The Client Services Division (Loans, Short Loans, Information Desk, shelving) and Roving Helpers articulated a need for more up-skilling and flexibility in service provision - particularly at point and place-of-need. We recognised that our earlier approaches to staff training, such as on-the-job and core training workshops, were no longer sufficient.