Presented at Reference at the Metcalfe 7 May2013

1. Roving Service
Kristen Blinco, Customer Service Coordinator,
Hurstville City Library, Museum & Gallery

2. Why roving?
•Change in service delivery model – move to a single
service desk at Hurstville and Penshurst in 2012

3. Why roving?
•Identified by staff as an opportunity to deliver our
service at a workshop in August 2011
•Increase staff presence on the library floor
•Offer a proactive service
•Engage the ‘silent’ customers
•Maintain the appearance of the library and collections.

4. How it works
•Called ‘Roving service’ NOT ‘Roving reference’
•Services provided:
Directional assistance
New memberships
Demonstrating use of library technologies
Demonstrating use of library online services
•All staff given the opportunity to rove
•Roving takes place throughout customer service shift –
times set by shift supervisor
•iPad provided for use when roving

5. iPad
•Griffin AirStrap used to keep iPad secure when roving
•3G model purchased so iPad can be used in house or
remotely

6. Support provided to staff
•Opportunity to ‘play’ with the iPad
•iPad training sessions
•Roving expectations

7. Challenges
•Difficult to make time for roving when service desk is
so busy.
•Some staff used the iPad to post to their own
personal sites during work time.
•One of the iPads went missing!

8. Positive outcomes
•Staff and customers have embraced the roving
concept
•Staff more comfortable with using tablet technologies
•Staff now using the iPad for new services:
Customer surveys
Community events and open days
iPad training delivered to customers as part of
training program (English and Mandarin).
TechBar for customers – assistance with
technology provided by volunteers
iPads now used in Museum exhibitions

9. Future directions
•Collation of statistics on customer use of roving service
•Use iPad to join up new members remotely
•Use of iPad on stand in library to promote collections

10. Questions?
•For further information contact:
Kristen Blinco
Customer Service Coordinator
Hurstville City Library, Museum & Gallery
kblinco@hurstville.nsw.gov.au