An academic library's single service point, where users can get answers and help with their library needs in one place, is often the first and most popular place used by students. Studies assessing desk design are rare but needed to help guide planning for renovation or service model change. This study investigated an academic library's service point and identified major themes related to its physical and social environments, staff, and activities and tasks. The study used an ethnographic methodology, in which the investigator closely observed the library staff and users. The study framework was based on the Person-Environment-Occupation Model, which explores how occupational performance is shaped by the interaction between a person, environment, and occupation. The findings revealed themes of patron interactions, physical relationships to the furniture, socializing, and arrangements that may inform choices about service point design to improve staff satisfaction and efficiency.


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pp. 361-379
Launched on MUSE
Open Access
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